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Intelbras Helps Sytel and Teclan Penetrate South America

By Calvin Azuri
TMCnet Contributor

Intelligence Contact Center (ICC) is a complete inbound/outbound contact center solution driven by Sytel (News - Alert) technology. Intelbras will now distribute ICC in South America. Intelbras is a top Brazilian manufacturer of PABX systems and both TDM and IP handsets.

Automated dialing; PABX/ inbound routing functionality; and inbound and outbound IVR are integrated by ICC in a single unified environment. The solution also integrates digital recording and support for multimedia IP communications. Both on-premise and hosted models are offered by ICC.

An integration partnership was announced by Sytel Limited and Teclan in 2010. A complete call center platform throughout South America has been offered through this partnership. The call and media control core will be provided by Sytel software along with their predictive dialing engine. Specialized agent and management applications will be provided by Teclan along with local expertise in the contact center market. The signing of the value-added distribution with Intelbras has taken this partnership a stage further.  

In a press release, Michael McKinlay, CEO of Sytel, said, "We specialize in this kind of partnership; the marriage of Sytel's best-of-breed communications infrastructure with a committed and experienced local team; the best in IP contact center functionality with hands-on field expertise – a winning combination for South America."

According to Claudio Sa, CEO of Teclan, expertise from both enterprises is united with this partnership with Sytel. The best all-in-one contact center technology to the market is now offered by the company. Sa added that it is an important strategy to reach the market, especially small and medium companies.

In a statement, Elcio de Moura, general manager for Corporate Solutions of Intelbras, said, "With the current IP revolution, one of the biggest problems contact centers face is how to update legacy telephony infrastructure. Considering the combination of Sytel/Teclan contact center solution and the Intelbras portfolio, this partnership offers a unique approach and many advantages to our customers."