AlwaysON in Contact Centre Collaboration

AlwaysON and Computer Talk Technology today announced an agreement through which the two companies will develop and market hosted contact centre solutions. AlwaysON will integrate Computer Talk Technology’s ice3 contact centre platform into its portfolio of managed IP communication services that are delivered over its private next-generation network.

“AlwaysON customers are continually looking for new ways to deliver the best image and experience for their own customers.” said George Zaremba, CEO AlwaysON. “This collaboration with Computer Talk enables our customers to take advantage of the very latest IP contact centre technology, without having to invest massively in expensive new hardware and software. This will be the first time Computer Talk’s technology is available on a hosted basis in the UK.”

New and existing customers will be able to take advantage of AlwaysON’s hosted IP telephony service and Computer Talk’s ice contact centre capabilities with simple configuration and pricing options, which include an innovative pay-as-you-use option. Customers with the most demanding requirements can access even more advanced automatic call distribution (ACD) and interactive voice response (IVR) capabilities to create industry leading multi-media contact centre solutions.

“The importance of an effective and flexible multi-media contact centre solution has never been greater,” commented Bryan Williamson, Computer Talk’s MD. “The ACD and IVR capabilities of ice coupled with AlwaysON’s business-class hosted IP telephony service makes an absolutely winning combination.”

To date the capabilities of ice have helped well over 400 organisations worldwide to manage phone, e-mail, web chat, and voice messaging interactions to improve staff productivity, contact management, service levels, and most importantly overall business performance.

AlwaysON managed IP communication services are administered using an easy to use web-portal and are delivered over a private next-generation network that assures business-class quality, reliability and security.

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