Contact Center Solutions Industry News

[September 09, 2005]

TMCnet’s Channels Week in Review

By MICHELLE PASQUERELLO, Online Channels Editor, TMCnet
 
The news has been busy in the channels space on TMCnet.
 
This week, Glenn Kalinoski, executive editor for Customer Interaction Solutions gave a nod to Sonus Networks. On Tuesday, Sonus announced that their IMS-based architecture was chosen by Vistula Communications Services, Inc. for its next-gen voice network. Glenn writes “The company is deploying a full suite of Sonus' IMS-based solutions, including the Sonus GSX9000 Open Services Switch, PSX Call Routing Server, SGX Signaling Gateway and the Sonus Insight Management System. Vistula is also utilizing Sonus' Network Border Switch (NBS) to manage traffic between VoIP networks.”
 
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In the triple play sector, NetCentrex announced that it exceeded 2 million Class 5 VoIP lines. According to David R. Butcher’s article, “Leveraging significant worldwide growth in residential voice over broadband (VoBB) connectivity and triple-play service bundles, NetCentrex customers are currently activating 5,000 lines per day.”
 
"The 2 million line milestone is an indication that the residential VoIP market is moving beyond the early stages to reach mainstream consumers," said NetCentrex Chairman Olivier Hersent in a company statement.
 
Way to go, NetCentrex!
 
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In VoIP alternatives news, RAD Data Communications has announced that it is supplying Telefónica Deutschland GmbH. with the technology to connect its Ethernet-based infrastructure transparently over conventional dedicated circuits. According to the release, “Telefónica’s telephony customers – currently serviced on Deutsche Telekom interconnection connections (so-called ICAs) – are also to be hooked up to the new metropolitan networks via the IP DSLAMs. Given that ICA service crossover points are also situated at a number of IP DSLAM locations, these too are to be carried over the IP DSLAM infrastructure.”
 
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Congratulations, Concerto Software! Concerto Software announced it has received a 2005 Innovation Award from Technology Marketing Corporation’s TMC Labs division for its Concerto EnsemblePro solution.
 
David R. Butcher reports, “Concerto EnsemblePro ACD is designed to ensure that calls are answered as they enter the contact center then intelligently routed to available agents based on the dialed number (DNIS), calling party identification (ANI), available agents, customer profile, service levels and defined business rules. The multiple-level, skills-based routing functionality enables the customer to be consistently routed to the most appropriate agent the first time. Further, Concerto EnsemblePro ACD offers overflow routing, call rerouting based on queue statistics, abandoned call recuperation and multisite routing.”
 
This year’s Innovation Award highlights will be published in the October and November 2005 issues of Customer Interaction Solutions magazine.
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Epygi Technologies has provided emergency telephone equipment and support to restore an automated medical transcription system utilized by hundreds of doctors nationwide. The original system terminating in Baton Rouge became inoperable with the degradation of long distance service in and out of Baton Rouge during the Hurricane Katrina disaster. Baton Rouge is 90 miles from New Orleans. Baton Rouge General is a non-profit hospital swelling with medical refugees from the New Orleans disaster and the host hospital for this important transcription service.
 
In the wake of such a tragedy, it is wonderful to read that companies such as Epygi are donating their technologies to provide communications for those who need it most.
 
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More channel links of relevance for this week:
 
 
 
 
 
 
 
 
Be sure to visit all of TMCnet’s channels at http://www.tmcnet.com/channels for all up-to-the-minute industry-specific news.
 

 

 

 

 

 

 

 

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