The hosted contact center market is expanding and many contact center enterprises are moving toward cloud-based solutions. According to the research firm Gartner (News - Alert), it is predicted that 75 percent of all contact centers will utilize cloud technology by 2013.
Cashing in on this trend and to enable service providers to increase their revenue by replacing inefficient and expensive premises-based call centers with high functionality, cloud-based contact center solutions and Indianapolis-based carrier software company, CTI Group, has closely collaborated with BroadSoft (News - Alert) for BroadSoft’s hosted call center solution – Call CenterXpress.
Launched last month, the Call Center Xpress allows telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers.
Providing enterprises the opportunity to revolutionize the deployment and management of their contact centers, the SmartInteraction Suite, designed for Broadworks, includes a complete portfolio of contact center solutions such as: SmartRecord hosted call recording with full recording dashboard, SmartCapture hosted screen capture for call handlers in any location, SmartEvaluate hosted agent evaluations, SmartListen real-time speech analytics, and SmartPulse hosted, real-time monitor and dashboard.
The SmartInteraction Suite for Broadworks is easy to deploy and manage across a large population of end users. Designed for carriers by CTI Group, it supports enterprises with contact center requirements from small local, to large distributed businesses, including verticals such as government, education, health and financial services.
Featuring an open architecture, the SmartInteraction Suite for Broadworks can be deployed as part of any phone system from their carrier on a subscription of a few dollars per month.
It also has real-time speech analytics as per a user license.
The new Call Center Xpress also further establishes CTI Group's SmartRecord –part of SmartInteraction Suite for Broadworks – in the marketplace as a trusted hosted call recording solution. Its features are deliverable to multiple market segments from a single cloud implementation by enabling licensing the way service providers work.
Paul Adams, director of product management, BroadSoft, said in a statement, "Our long-standing relationship with CTI Group has enabled both companies to collaborate closely on Call CenterXpress which will enable our service providers to increase their revenues, by replacing inefficient and expensive premises-based call centers with high functionality, cloud-based contact center solutions. The Call Center Xpress solution moves the needle in the adoption of hosted call centers by small to large enterprises."