Contact Center Solutions Featured Article

CTI Group Unveils Hosted Call Center Solution with Call Recording and Analytics

October 31, 2012

CTI (News - Alert) Group, a provider of telecommunications solutions, has formed partnership with Broadsoft to launch a new hosted call center solution with advanced features like call recording and analytics, open architecture and more.

Launched at the recently held BroadSoft (News - Alert) Connections 2012 in Arizona, the new Call Center Xpress solution allows telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers.

Call Center Xpress suite is powered by CTI Group's (News - Alert) SmartInteraction Suite that provides enterprises with an opportunity to revolutionize the deployment and management of their contact centers. SmartInteraction Suite is a service designed for carriers to ensure high margins but low operating costs.

SmartInteraction Suite includes a complete portfolio of Contact Center solutions including: SmartRecord - Hosted Call Recording with full Recording Dashboard; SmartCapture – Hosted Screen Capture for call handlers in any location; SmartEvaluate - Hosted Agent Evaluations for call handlers in any location; SmartListen – Real-time Speech Analytics, fully integrated into the workflow from any location; and SmartPulse – hosted, real-time monitor and dashboard for the entire Contact Center across all locations.

Research firm Gartner (News - Alert) recently predicted that 75 percent of all contact centers will incorporate cloud technology by 2013. The partnership with BroadSoft opens up new channel growth opportunities for CTI Group and is expected to accelerate the cloud adoption among contact centers.

CTI Group CEO John Birbeck (News - Alert), said, “We are excited about the new opportunities that this partnership opens for us, enabling us to more strongly support the BroadSoft service providers to open new markets particularly in the expanding hosted contact center market and the regulated markets such as financial services. These markets are all moving towards cloud-based solutions.”

SmartInteraction Suite allows enterprises to deploy cloud call center as part of any phone system from their carrier on a subscription of a few dollars per month. The scalable solution supports enterprises with Contact Center requirements from small local, to large distributed businesses, including verticals such as government, education, health and financial services.

The call center solution features real-time speech analytics with call recording to ensure that both quality and compliance requirements can be checked and managed on every call by every agent. An open architecture opens up the Work Force Optimization market to create a smart ecosystem of new solutions.




Edited by Amanda Ciccatelli

Article comments powered by Disqus

Related Contact Center Solutions Articles

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!