Contact Center Solutions Featured Article

Intelliverse Rolls Out Cloud Communications for Contact Centers

January 20, 2012

A cloud-based platform allows contact center agents to operate in any office in any part of the world and reduces capital expenditures as well as IT and maintenance costs.

As part of this megatrend, cloud-based communications provider Intelliverse has launched its hosted solution for contact centers.

Company officials said the platform integrates Interactive Voice Response (IVR), Automated Call Distribution (ACD) and IP telephony applications into one product, eliminating the need for multiple vendors.

Intelliverse’s cloud communications product helps contact centers to cut costs while also increasing profitability, according to Kevin Moran, president and CEO of Intelliverse.

“Our solution enables companies to achieve greater results with their customer care strategy by reducing operational costs and maximizing profitability. By providing quick, accurate information and routing calls to live agents in the call center when needed, we are able to improve the call center's productivity,” Moran said in a company statement. “Top it off with a robust, on-demand analytics package and we have created a complete communications solution for contact centers.”

Some of the benefits of using Intelliverse’s cloud-based solutions for contact centers include:

  • Leverage top resources around the globe – bridge contact centers and remote agents anywhere in the world with a cloud-based queue;
  • On-demand scalability -- utilize agents and network to automatically accommodate overflow, seasonal spikes or unexpected fluctuations in call volume;
  • Usage based pricing -- pay-as-you-go pricing model; and
  • Disaster recovery – contact centers can connect agents from alternate offices or a home office when travel to the contact center is impossible.

In other Intelliverse news, the company recently announced the appointment of K.V. Gopalakrishnan as CEO of Intelliverse Telecom India. In this role, Gopalakrishnan will oversee the strategic direction of the company in India as provider of a complete, hosted cloud-based platform that integrates IVR, ACD and IP telephony into one solution.

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with TMC’s ITEXPO East 2012 taking place Jan. 31-Feb. 3 2012, in Miami, FL. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

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Erin Harrison is Executive Editor, Strategic Initiatives, for TMC, where she oversees the company's strategic editorial initiatives, including the launch of several new print and online initiatives. She plays an active role in the print publications and ContactCenterSolutions, covering IP communications, information technology and other related topics. To read more of Erin's articles, please visit her columnist page.

Edited by Rich Steeves