CallTower Delivers Complete, Integrated Contact Center Into Hosted Voice/Data System for Growing Businesses28 June 2006
CallTower provides end-to-end, hosted voice/data service with Cisco Unified Contact Center; businesses now have enterprise-grade call center capabilities with no capital expense or IT maintenance cost.
CallTower, Inc., the leading provider of Always-On, scalable, enterprise-class hosted communications, today introduced the new CallTower IP Call Center Suite™, a hosted end-to-end voice and data solution that includes the Cisco® Unified Contact Center Enterprise Edition.
By integrating the Cisco Unified Contact Center Solution into its hosted voice/data suite, CallTower now provides sophisticated call center capabilities to growth businesses at the flip of a switch.
Mid-sized and growing businesses can now seamlessly add call center operations and capabilities to their portfolio and leverage their existing phones and infrastructure across multiple offices, without having to purchase new hardware. CallTower users do not have to learn a new system or interface and can forward, conference, place on hold, track and route calls on the CallTower system.
By using the CallTower IP Call Center Suite, growing companies can better support, service and sell to their customers and prospects with the functionality and capabilities of much larger organizations - all with no capital expense.
"CallTower provides an advanced solution set that has had a profound effect on our business processes and positive growth," said Marty Reed, Vice President of Finance at Game Ready, Inc., a leader in the development of systems and technology that provide superior injury treatment and accelerated recovery for athletes and medical patients. "Just months after installing our CallTower system, we realized that CallTower produced a positive change in the way we do business. Our customers receive improved service and our employees work more efficiently. We are currently assessing the potential of the new Call Center Suite from CallTower and we believe it can help companies like ours better support and service our growing customer base."
About the CallTower IP Call Center Suite
In the past, many call center applications were too costly for mid-sized and growing businesses to purchase and manage. Instead, many companies cobbled together phone services and built their own software, or they manually routed calls and support requests, which resulted in dropped calls and spotty customer service and sales.
With the CallTower IP Call Center Suite, a business' support operations, representatives and sales agents can be based anywhere and CallTower will segment customers, monitor resource availability and deliver each contact to the most appropriate resource. The CallTower IP Call Center Suite also enables a single agent to support multiple interactions simultaneously regardless of the communications channel the customer has chosen.
Administrator and user capabilities can also be deployed across a single site or multiple locations, including remote service and support personnel. Companies can also expand or contract their call center operations based on seasonal requirements.
The CallTower IP Call Center suite can profile each customer using contact-related data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web form and information obtained from a customer profile database lookup. At the same time, the system knows which resources are available to meet the customer's needs based on real-time conditions such as agent availability and queue lengths, which are continuously gathered from various contact center components.
CallTower’s IP Call Center suite delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration and multi-channel contact management over an IP infrastructure. With these features, CallTower customers can simplify business application integration, ease agent administration and increase agent flexibility. The new CallTower IP Call Center suite includes:
Conditional routing
Call-in-queue and expected-wait-time messages
Connection to Real time data
Historical reporting
Skills-based routing
Silent monitoring by administrators of other/new call center agents
Remote Agent
Interactive Voice Response
Soft Phone Integration – for remote call center agents
Call Details screen pop
Agent transfer
Call Conferencing
Call hold
Supervisor agent desktop
Agent customization
"Cisco’s contact center technology coupled with CallTower’s commitment to IP innovation will ensure that CallTower’s customers enjoy cost-effective and feature-rich contact center functionality," said Laurent Philonenko, vice president and general manager of Cisco’s customer contact business unit. "CallTower’s hosted offering will be an advantage to emerging businesses looking to provide better service and support without investing in on-premise equipment and maintenance."
The CallTower IP Call Center suite is part of a complete, secure, scalable, end-to-end voice and data suite that provides connectivity ranging from the Cisco® Unified CallManager to the Microsoft Exchange Server to the mobile device and the desktop or call center phone. The CallTower Call Center suite is delivered as a part of CallTower’s hosted services, resulting in seamlessly integrated inbound/outbound voice and Internet applications.
"Our IP Contact Center, delivered as part of CallTower’s secure, scalable hosted IP communications service, will provide a reliable and cost-effective way for companies to manage their contact centers with a single integrated solution from a single provider," said Mark Harris, executive vice president of sales and marketing for CallTower. "Our fully hosted and integrated IP Call Center technology, the first of its kind, will allow our customers to provide better contact center service, which can in turn, make these companies more competitive and more profitable."
Pricing and Availability
The new CallTower Call Center Suite is available now as an immediate upgrade to existing CallTower customers on a per-seat basis. New business customers who purchase CallTower's secure, hosted voice/data solution with the new integrated Call Center Suite can be up and running in 45 days or less.
About CallTower
CallTower, Inc. is the leading provider of hosted, enterprise-class communications and collaboration applications and services nationwide. CallTower's secure, Always-On voice and data services provide enterprise-class reliability, a single point of support, productivity-enhancing features, a comprehensive scalable suite of vertical market applications, all communications hardware (including a T-1 line, routers, switches, and phone handsets), and 24/7 service for a fixed monthly fee. CallTower's communications services are based on the Cisco® CallManager, Cisco® IP Contact Center and Microsoft® Exchange Server and Microsoft® Live Communications Server through the proprietary CallTower vXML VoiceCube™ voice messaging platform.
CallTower’s solutions allow growing businesses – companies with multiple offices and from 20-10,000 users – to conduct process transformation and to leverage their voice and data communications into a strategic competitive advantage in today’s market. Headquartered in San Francisco, CallTower has operations in Salt Lake City and Oklahoma City, and sales offices throughout the United States. More information on CallTower can be found on the Internet at www.calltower.com.
Source: pr
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