Contact Center Solutions Featured Article

MyCom Looks to Envox to Enhance Call Center Clients' Capabilities

September 30, 2008

Call center software and services provider MyCom has picked the Envox CT Connect solution to enhance its MYKENE Communications Centers system with computer-telephony integration capabilities such as screen pop, sophisticated routing and predictive dialing.

These new capabilities will allow MYKENE users to increase agent productivity, reduce call handling costs and enhance the customer experience with more personalized service. Envox CT Connect has been selected by MyCom due to its out-of-the-box compatibility with more than 20 PBXs/ACDs, including IP and TDM versions from providers such as Avaya, Nortel, Cisco and Siemens.

As a result, Envox CT eliminates the technical and integration issues that traditionally are associated with CTI solutions that enable MyCom to concentrate on creating better, more effective solutions for its customers.

“In many industries, customer service is becoming the major differentiator between competitors, and CTI capabilities help separate the leaders from the rest of the pack,” said  Leo Casey, president and CEO of Envox Worldwide, in a Tuesday statement. “So this certainly represents a major improvement for MyCom and its product line. The selection of Envox CT Connect by MyCom is further proof that Envox CT Connect is the most efficient and economical choice for any organization that wants to add CTI to its call center operations.”

The Envox CT Connect will be deployed with MyCom’s MYKENE Communications Center System, which is software designed specifically to help service and call centers to better manage customer information and multi-channel communications.

Designed to be a highly flexible solution, it will integrate with a client’s existing infrastructure and MyCom then tailors the solution to its service processes. Advanced CTI functionality is included, as well as agent screen pop, sophisticated call routing and predictive dialing to make call centers more customer-centric and efficient.

MYKENE must be integrated with a client’s OBX in order to enable CTI functionality. This can be a difficult and time consuming process, therefore MyCom chose to write a single integration to the Envox CT Connect API. This method provides the client with instant connectivity to a wide range of PBX and ACD infrastructures.

"Envox CT Connect is the most reliable CTI software solution on the market today," said Karsten Reimann, Chairman of MyCom AG, in Tuesday’s statement. "If our engineers had to do the integration work themselves, it would take 3-4 months for each particular PBX model. Envox CT Connect significantly shortens deployment time and generates rapid ROI for our clients."

Getaline, an outsourcing partner for companies seeking to improve their customer communications, operates four call centers and employs more than 1,000 agents. MyCom used Envox CT Connect to deploy inbound and outbound solutions that streamlined call handling operations and increased agent efficiency.

The deployment of an agent screen pop solution allowed agents to automatically identify customers as they called in and Getaline reduce average call time by 15-20 percent, generating a significant savings for the company.

DV-Com, a provider of customer care services, worked with MyCom to maximize the productivity of their two call centers. The company’s Envox-based agent screen pop solution significantly cut call time and the predictive dialer increased the efficiency of outbound calling programs by 40 percent.

These implementations are helping to demonstrate the value that MyCom can deliver to its clients by partnering with Envox Worldwide and offering its CT Connect solution.

By providing agents with enhanced capabilities, call centers can deliver a better experience for the customer that will help to improve the bottom line by reducing call times, reducing hold times and improving overall interactions. Such measurable improvements help secure the perception of the value that the call center delivers to the company and its customers.

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Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan's articles, please visit her columnist page.

Edited by Mae Kowalke