A call center and its associated communication solutions provide an opportunity to redesign and improve service-delivery operations. Call centers influence the organization’s efforts to improve customer service. In many countries, Call centers constitute growing and significant portions in national economies, mainly because customer satisfaction has become the primary factor to drive business.
Sipera Systems, a provider of real-time Unified Communications (UC) enablement and security, announced that InterContact has selected Sipera's UC-Sec security appliances for its distributed call centers. Working with Belltech, an advanced communication solutions integrator based in Chile, Sipera is providing SIP trunk termination and comprehensive UC security for these call centers' staff, customers and partners using VoIP, IM and other UC applications.
Ruben Cavieres, director Commercial, Belltech, a Sipera reseller covering South America said that due to government support, a highly skilled talent pool and communications infrastructure investment, the call center industry is booming in Colombia and unified communications applications are widely used by these call centers, which require cost-effective, real-time communications systems internally and externally.
He continued that the customers, such as InterContact, understand the need for comprehensive UC security to combat toll fraud, satisfy security and privacy mandates throughout multiple countries, and secure critical business communications and Sipera's comprehensive UC security is ideal for distributed call centers, and other businesses adopting UC applications like VoIP, IM, and video. The Sipera projects for InterContact include comprehensive VoIP/UC security, employs secure SIP trunks, terminated on the Sipera security appliance, Toll fraud protection and Remote workforce communications security.
John Firnett, vice president Sales, emerging markets, at Sipera said that InterContact has embraced unified communications to better serve customers and reduce communications costs.
By utilizing SIP trunking, call centers can quickly provision additional services globally for clients, offering advanced features such as multi-lingual support and seamlessly integrating their globally diverse contact centers. The Sipera UC-Sec products are comprehensive, real-time VoIP and UC security solutions that simplify and protect next-generation communications over any network, to any device.