Call Center Solutions Featured Article

Next Gen Cloud Call Center Solution Redefines Customer Experience



  By Amanda Ciccatelli, Call Center Solutions Web Editor
 


Thanks to a new partnership between Vocalcom, provider of Web-based contact centre software, and Ciptex provider of hosted call center solutions, businesses now have access to Vocalcom’s innovative contact center technology delivered via the Ciptex cloud.


Vocalcom’s software gives businesses a flexibility in how they engage with customers and eliminates the restrictions of traditional call center solutions. The secure Ciptex cloud means functionality is available on demand and can be paid for as a service, making the implementation and use of the technology easier and more affordable.

Ciptex provides a secure, hosted contact centre platform that integrates leading vendor products, hosts them in a private cloud and delivers them “on demand” to customers across the globe.

“We are very excited about this opportunity to add Vocalcom to our platform as together we can offer a browser-based, fully featured contact centre solution, with the flexibility and managed service support to scale across global locations,” said Jolyon Parsons (News - Alert), CEO of Ciptex. “This is a new and valuable opportunity for businesses with contact centers looking to improve their agent performance and maximize their customer experience.”

Any business can now be up and running with Web-based, unified contact center software within days - rather than months on a “pay as you go” basis. Since the Vocalcom solution integrates voice, email, Web and social media contacts in a single application, it reduces agent handling time and increases first call resolution. So, customer service is enhanced and these factors combine to offer one of the lowest total cost of ownership (TCO) in the Contact Management marketplace.

Ciptex provides a secure hosted platform from its data centers, supported from its London-based 24 hour network operations centre (NOC (News - Alert)). Its hosted model enables businesses to set up new contact management operations quickly, anywhere in the world, giving them the opportunity to take advantage of changing market conditions and compete internationally without huge investments. 

Mike Adolphy, Managing Director, Vocalcom UK said, “We are already talking to a number of organizations about their cloud-based contact management strategies; we are in the now for true enterprise class contact centers in the cloud, which makes this a very exciting period in our industry.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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Edited by Allison Boccamazzo