Here's the challenge: Hosted call center solutions provider VoltDelta found prospects with requirements worldwide that needed to deploy a modern IP-based call center for competitive reasons, but that lacked the infrastructure to support a carrier-grade deployment.
That's a problem.
So to enable rapid rollout of its call center solution, VoltDelta (News - Alert) has developed a fully integrated product based on the Dialogic MSP1010Multi-Services Platform and Dialogic CSP2090 Converged Services Platform with call recording, voice IVR, management and open CTI (News - Alert) for integration of third-party applications.
As it sought to implement its hosted IP call center product, VoltDelta found that its prospective customers worldwide wanted to deploy its technology, but in most cases lacked the infrastructure to support a call center in a converged network environment with integrated IP- and TDM-based protocols and advanced media processing capabilities.
In fact, according to James Glasspool, Director of Strategic Marketing at VoltDelta, their offerings were "often constrained by the limitations of our customers' existing switching and CTI environments, and this then limited our ability to offer the more innovative products they required. "
After completing its integration studies, VoltDelta introduced its combined call center and switching platform branded as OASIS in EMEA and ConnectExpress in North America.
And since it has been using Dialogic (News - Alert) equipment for more than a decade, company officials said, VoltDelta can offer its platform on either of two similar products, and chooses the product that is best suited to each customer's individual needs.
OASIS offers a contact center system complete with integrated Automatic Call Distributor, speech server, and a broad range of supporting contact center applications that let VoltDelta's customers run both a contact center operation and introduce new services as needed.
And since becoming available, OASIS and ConnectExpress have been deployed in Europe, the United States, and the Caribbean. "We feel that the MSP 1010 and CSP (News - Alert) 2090 have been instrumental in our great success with OASIS since they have allowed us to tackle a key issue for our clients by allowing them to have the flexible switching and ACD they need and to rapidly roll out new services that generate revenue," comments Glasspool.
As for the future, Glasspool sees VoltDelta continuing to work closely with Dialogic. "We want to further develop our OASIS product portfolio, and some of our key areas of interest are the same areas in which Dialogic already has expertise and is investing, such as video communications and IMS deployments."
David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Patrick Barnard