Contact Center Solutions Featured Article

October 31, 2012

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

By Rajani Baburajan

TMCnet Contributor

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

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