Amcat and Aculab Deliver the Contact Centre of the Future Tuesday 5 June 2007 PDF Print Companies collaborate to develop and deliver a new enterprise IP contact centre model Oklahoma City, USA / Manchester, UK 5th June, 07 - Amcat, a leading provider of intelligent customer interaction solutions, is working with Aculab to develop and deliver a new enterprise IP contact centre model. The new model supported by Aculab, a leading provider of enabling technology for the communications market, will give users unprecedented abilities to optimise customer traffic, enable the use of true anywhere/anytime agent and management resources, and increase per-contact revenue. Both Amcat and Aculab have similar outlooks on how next-generation IP contact centres are developing. The two companies are demonstrating unique synergy as the Amcat software leverages the media processing and call control capabilities, resiliency and density found in the Prosody X IP media processing platform. Later this year, Amcat plans to release new generation contact centre software built to a “Contact Centre Software without Boundaries™” design. It will build on a customer’s existing contact centre technology, but tear down existing barriers that restrict organisations from using critical capabilities needed today. These include contact routing and management over an enterprise and the effective operational control of distributed resources and home-based agents. The Amcat offering will also deliver unprecedented pathways for deploying hybrid and pure VoIP configurations. Working collaboratively, Amcat and Aculab have successfully tested Aculab’s Prosody X product for use in this new enterprise contact centre model. This new contact centre model is ideal for customers with multiple sites or mission-critical operations and will ensure Amcat customers have the ability to capitalise on greater IP functionality, resilience and scalability. “Companies must look for ways to grow their business and become more efficient while quickly adapting to change,” said Richard Costello, Amcat president. “New IP technology advancements are allowing contact centres to tear down traditional barriers.” According to Costello, Amcat can provide a cost effective pathway for distributed IP operations that facilitate enterprise traffic optimisation and effective management and control of remote sites or home-based agents. “By partnering with an IP industry leader like Aculab and working together, we will be able to offer a more feature-rich IP-based solution that will help customers increase revenue, improve customer satisfaction and reduce costs,” says Costello. The Prosody X product is ideal for organisations with contact centres in different countries or continents because it is not tied to a specific communications protocol. Under a cost free license, it includes signalling protocols for VoIP (SIP, H.323) and for TDM including DPNSS, Euro ISDN, NI-2, Q.SIG and SS7. In addition, because the blade technology of Prosody X provides double the density of competing products, the total cost per channel for the contact centre is reduced and it is cheaper to maintain. “We’re excited to partner with Amcat because they understand the tangible business value in delivering on a true contact centre without boundaries model,” said Alan Pound, managing director of Aculab. “Amcat is successfully pioneering the next generation contact centre with its new way of thinking about customer interactions. In the coming months, Aculab will continue to collaborate with Amcat on ways to better our services and exceed the standard expectations of call centres.” -ends- About Aculab: Aculab enables developers and systems integrators to produce a variety of high performance communications solutions. Aculab's portfolio offers an exceptional mix of capabilities that are easy to integrate and bring real value - reduced costs, increased customer satisfaction and competitive advantage. A complete range of open standards building block technologies for use within telco or enterprise environments, as well as essential support services, are offered. Products include media resources, digital network access, VoIP, fax, speech processing and conferencing. Support is available to help developers through each stage of their product's life cycle including pre-sales consultancy, technical support, training and marketing. Aculab's head office is located in Milton Keynes, UK with offices in the USA, Germany and Australia. Visit www.aculab.com About Amcat: Amcat™ customer interaction management solutions help companies grow their business while providing the flexibility to adapt to changing business requirements. Amcat’s contact centre software is scalable, allowing businesses expand while their communication infrastructure scales and grows with them. Built from decades of customer care expertise, Amcat solutions are easy to use and reliable, driving more productive customer interactions. Today, Amcat is helping over 2,000 companies grow their business while increasing revenue, reducing costs, improving customer service and adapting to market change. For more information visit www.amcat.co.uk tel: 0161 772 7100. 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