Contact Center Solutions Featured Article

QualiPlex Launches Unite Skype-Based PBX for Contact Centers

October 22, 2009

Skype, the low-cost VoIP solution has finally come of age for the heaviest-duty, least-forgiving, most-quality-focused of telephony applications: the contact center.

QualiPlex has come out with Unite Call Center version 1.0 Beta, which is an upgraded version of Unite PBX (News - Alert), for inbound or outbound calling. Unite Call Center offers auto-attendant, IVR, ACD, intelligent skills-based multimedia (voice/fax/chat/e-mail) routing, queueing, and transfer capabilities. It also has customizable prompts, logging and reporting, enhanced voicemail with notifications, call personalization and call back, and shared outbound dialing.

Unite PBX also enhances calling for employees. Outbound calls by them using Skype (News - Alert)/ personal cell phones show the caller’s own Skype ID/phone number via caller ID. Cell phone callers can also benefit by using the Unite PBX functions. SkypeIn allows Skype users to receive calls on their computers dialed by regular phone subscribers to local Skype phone numbers which are available in around 18 major countries. There are 440 million Skype users worldwide. Similarly, SkypeOut can be used to make calls to PSTN subscribers. Unite PBX users can be anywhere and enjoy the benefit of Skype’s location independence to make and receive calls through it.

Unite PBX is an easy replacement, QualiPlex says, of traditional hardware-based PBX systems. It is designed for performance and value that combines PBX features to facilitate a seamless and collaborative business communication environment. Unite PBX is designed to be flexible, scalable, feature rich, easily manageable and to be a live part of every enterprise. It can be setup and configured within minutes of installation and can start taking calls immediately through Skype.

The trial version of the Unite PBX application can be downloaded from http://www.unitepbx.com/downloads.aspx. The reviews and feedback can be submitted online via http://www.unitepbx.com or through e-mail to support@unitepbx.com.

In turn Skype is generating more calls to be handled by contact centers. For example it announced in early October a new business funded click-to-call product and a strategic partnership with European Directories that will turn online search for businesses into calls for businesses.

Skype's business funded click-to-call makes it easier and free for consumers who are using Skype to call local businesses they search for anywhere on the Internet. A call that is funded by a business will be highlighted with a blue "Free Call" button that appears anywhere online where a phone number is displayed, including search engines, Internet yellow pages, or local search sites. This automatic phone number recognition allows Skype’s users to call a participating business for free. Calls that are not funded by a business can still be connected via Skype, but at a low cost charged to the Skype user.

The partnership between Skype and European Directories will offer consumers free calls to up to 700,000 businesses across Europe. Participating European Directories advertisers will have the opportunity to be highlighted with Skype's Free Call button.

“Partnering with European Directories is a key part of bringing our new business funded click-to-call product to market and providing advertisers with solutions that can help them connect with customers in new and innovative ways,” says Don Albert (News - Alert), GM and VP of Americas and Advertising for Skype. “When a call is free and only one click away, we believe it can have a positive impact for a business because there are fewer barriers to start a call. That can result in more qualified leads, more engagement, and possibly a higher rate of conversion for a business.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Patrick Barnard

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