Contact Center Solutions Industry News

TMCNet: New capabilities for TeleWare customers; Simplifying reporting and enhancing productivity for users

[December 02, 2009]

New capabilities for TeleWare customers; Simplifying reporting and enhancing productivity for users

(M2 PressWIRE Via Acquire Media NewsEdge) North Yorkshire, UK -- TeleWare, the leading provider of intelligent communication solutions to businesses and service providers, today announced the immediate availability of Release 11 of the TeleWare application software. This software upgrade is free of charge to TeleWare on-premise customers under their Annual User License and Maintenance agreement and is immediately available to all TeleWare's Hosted Communications users.

The Intelligent Connect product suite provides advanced call control capabilities that ensure incoming calls are dealt with promptly and professionally, providing superior service for callers, increasing opportunity and enhancing customer satisfaction. An extensive range of building blocks are provided which can be used by the customer to easily construct customised call distribution solutions without specialist knowledge.

The new feature enables calls to be distributed between teams or sites on a predefined percentage basis. This makes it easy for companies to distribute calls to multiple destinations whilst controlling the balance of calls based on capacity and availability of resources and for balancing calls between different team sizes.

A new report identifier for use when building IVRs makes it easy to define where the reporting points are and maintain these as the IVR is modified, simplifying the creation of bespoke reports and saving design time.

A new Priority Queuing feature provides benefits when designing inbound call solutions where customer service levels reflect the value of the caller to the business, ensuring that the most valuable customers are responded to immediately.

"Our primary objective is to ensure that all calls are answered as professionally as possible," explained Steve Haworth, CEO for TeleWare plc, "these latest developments will allow our customers to respond rapidly to changes in business requirements by enabling instantaneous change of IVR/Auto Attendant and optimising call priorities based on the requirements of the business." New and enhanced star services, of particular relevance to TeleWare Hosted Communications customers, have also been introduced in the latest software release. Multiple calls are now be parked in a queue and picked up using the appropriate two-digit code - a feature commonly used by busy switchboard operators handling calls for 'nomadic' staff within a large site or campus area. Group Call Pick-Up allows users to answer calls that are currently ringing on any other extensions within the same pick-up group as their own telephone extension.

About TeleWare TeleWare is the leading UK supplier of intelligent communications solutions provided as packaged and tailored application software. TeleWare's applications are delivered as on-premise, hosted or managed services to all sizes of businesses. TeleWare customers include over 23% of the FTSE 100 and approaching 21% of the top 1000 blue chip national and multinational companies.

TeleWare's applications provide business communications solutions for mobility, personal contact management, messaging and call management solutions. Unparalleled interoperability enables seamless integration with a wide range of PBX and application vendors. A commitment to open standards ensures flexibility, freedom and choice.

TeleWare is a Microsoft Gold Certified Partner, has certification for the quality standard ISO9001/2008 TickIT and has been awarded the Investors in People national standard for training and development of its employees to achieve its business goals.

About Hosted Communications The full TeleWare applications portfolio is delivered under the software as a service model from our hosted datacentres providing across from both TDM and IP networks using a variety of carriers including Gamma, Viatel, Exponential-e, BT Datastream and BT Featurenet. Our hosted services are brought to market through sales partners, are delivered from data centres in Thirsk, Docklands and Heathrow. Solutions range from basic IP telephony services to location and device-independent voice services for field based, flexible and variable location staff. Solutions are marketed under the Samsung Hosted Communications and Hosted Communications brands.

About Private Mobile Networks (PMN) Private Mobile Networks provides private GSM network solutions for a variety of deployment scenarios including: remote sites, GSM infill situations and rapid deployment applications. PMN also offers a viable alternative to DECT for in-building solutions and provides fixed mobile convergence solutions to businesses.

((Comments on this story may be sent to info@m2.com)) (c) 2009 M2 COMMUNICATIONS

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