Tata Communications takes contact centre call management to cloud

Tata Communications announced the launch of a new
cloud-based platform for the global contact centre industry.

New Intelligent Call Routing (ICR) and Interactive
Voice Response (IVR) products offer an integrated solution for routing and
distributing calls across multi-geography and multi-site call centres. Routing
takes place over a single, fully enabled IP platform, delivering business
efficiencies and a superior customer experience.


The on-demand, pay-per-use routing and distribution
platform is based on the same all-IP core that powers the company’s leading
international voice network, covering 240 countries and territories worldwide.
Customers will be able to leverage the robustness and global reach of this
network whilst benefiting from a reduction in CAPEX equipment cost, OPEX power
and management costs as well as overall ease-of-use. 


By integrating cloud-based ICR and IVR to its
existing service portfolio, Tata Communications continues to be at the
forefront of adopting a solutions-oriented approach to the voice business. By
applying the tenets of a cloud approach to the contact centre industry, the
company can enable customers to offload implementation and execution challenges
whilst at the same time scale efficiently by adding new sites or changing call
flows to respond to market demands,” says Jayesh Easwaramony, vice president
for ICT Practice, Frost & Sullivan.


Tata Communications’ ICR / IVR solutions routes calls
based on customer prompts or pre-determined rules, making it simple to
distribute calls to the most appropriate global destination in relation to the
time of day or day of week, increasing operational efficiencies.


Taking ICR and IVR into the cloud is an obvious
evolution for Tata Communications as it brings together two of our core
competencies – our global voice network and our managed services capabilities.
Our customers have told us that there is a clear advantage in being able to
seamlessly link these services around the world without resorting to complex
procedures and integrations. This in turn, allows our clients to support their
own customers and applications in the most beneficial way for their business.
It is a winning combination of a reduction in operational costs and increased
usability,” says Christian Michaud, SVP, Product Marketing and Business
Development, Global Voice Solutions, Tata Communications.


The ICR / IVR platform includes multisite management
that allows customised routing by access number, a choice of interconnects via
VoIP or TDM, percentage allocation to optimise traffic distribution and global
fallback routing along with multi-language and customisable call flow
applications – all of which are aimed at ensuring the highest levels of
customer satisfaction.


By Telecomlead.com
[email protected]