TDI's Contact Center Solutions Now Compatible with Cisco, Mitel, ShoreTel Solutions
February 27, 2009
, a provider of revenue-accelerating solutions for contact centers, has said that it recently completed technology integrations with Cisco
, and ShoreTel
The company believes the integration will ensure seamless interoperability between solutions and that it will enable joint customers to enhance the customer experience.
To deliver a broader set of product offerings for customers, the company also said it is integrating its Liberation and Encore solutions with these technology partners
Specifically, TDI’s Liberation now integrates with the Mitel 3300, while it's Encore offering now integrates with ShoreTel’s (News
) Unified Communications System, Mitel’s 3300 Secure Recording Connector, and Cisco’s Unified Communication Manager.
Inside a contact center, Liberation, a flexible technology platform, helps manage all aspects of the customer/agent interaction within a contact center. These aspects include campaign design and management, and agent effectiveness through an agent desktop. It also provides industry templates for ease of integration and operation, and performance management and reporting of results and trends.
Company official said that the platform is powered by campaign management, scripting, and telephony automation.
A performance management suite, Encore features voice and screen recording, quality management, coaching, and a reporting and business intelligence solution. With Encore, companies can develop sales help companies reduce agent attrition and on-boarding time, as well as ensure the best possible hiring decisions.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Last year, TDI (News
the availability of Liberation Connect!, a full-featured contact solution for automating and managing outbound communications for telemarketing, debt collections, and other customer campaigns.
Edited by Stefania Viscusi