Contact Center Solutions Featured Article

Packet Fusion Buys Contact Center Outfit

October 05, 2017

Packet Fusion has purchased Advanced Call Processing. The unified communications and collaboration company says adding this contact center expertise will enable it to better differentiate itself in the marketplace.

ACP is a Carlsbad, California-based contact center engineering and sales firm. It specializes in the Genesys Customer Experience Platform and AVST unified communications solution. A value-added reseller and integrator of unified communications services and solutions to companies in the U.S. and elsewhere, ACP was established in 1990.

Richard Klevit, who had been ACP president and CEO, will now serve as managing director for contact center solutions at Packet Fusion. He has more than 25 years experience in the contact center arena. And his team of four Elite certified Genesys engineers will continue working with him under the new ownership.

Fifteen-year-old Packet Fusion is a value-added reseller of 8x8, Dialpad, Genesys, and ShoreTel solutions. In a recent blog, Packet Fusion talks about the importance of the contact center to businesses.

“Using effective contact center software is just as important as having well-trained customer service representatives,” Packet Fusion wrote. “Improving key performance indicators is easier when you put the right tools in the hands of CSRs, supervisors, and managers. Making the right strategic technology decision is central to assessing your agents’ KPIs as well as the overall health of your call center. Whether you want to improve call routing or increase your company’s channels of communication, Packet Fusion can help you select the best technology for your needs.”

The worldwide contact center market is forecast to be worth $9.7 billion by 2019, according to Technavio. “The global contact center market has been registering a positive growth rate for the past five years, and this growth is expected to gain momentum in the coming years. Innovation and the proliferation of digital technologies have changed customers' interaction with companies, and customers are now using different channels such as the web and self-service options. Many organizations prefer to include a contact center as a strategic part of their organization. Moreover, some organizations prefer to outsource their call center functions to a third party to improve the customer experience,” says Technavio analyst Amit Sharma.

Edited by Mandi Nowitz