Month: December 2012

A Comprehensive Solution Based on Genesys and Yealink Products to be Delivered to the Front Line Contact Center

Posted by | Dec 13, 2012 | , |

The software, especially designed for Yealink phones, will integrate with the contact center resource management system, based on Genesys Customer Interaction Manager. Genesys announced that as a part of the expansion and modernization of the Front Line contact center technological platform, the company will receive a solution, integrating advanced Genesys technologies for customer service and reliable Yealink devices with IP-telephony support. The project will be carried out by CCK-consulting, Genesys partner. The uniqueness of this joint integrated solution is in use of the software specially developed by Genesys for Yealink devices, providing deep integration of the Yealink VoIP Phones with the Genesys software for a contact center resource management. It enables to collect full information about the contact center representative’s work to analyse and better plan the resource allocation in a single report Genesys Customer Interaction Management system. Integration of Yealink devices with Genesys Agent Desktop enables call control from a representative’s interface, while support for Genesys Geographical Redundancy Architecture reservation significantly improves the success ratio. Installation of high cost-effective Yealink SIP-T20P IP phones, supporting the transmission of audio data in HD, as well as ability to automatically configure the devices with integration of additional functionality, will enable the Front Line to reduce the infrastructure maintenance and management costs. “This comprehensive solution based on Genesys and Yealink has already been used in our contact center: company’s software has proven...

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Sangoma’s Answering Machine Detection Software for Asterisk Delivers Unparalleled Results

Posted by | Dec 11, 2012 | , , , |

Cost-effective, high performance call center application available immediately to Asterisk developers Sangoma, a leading provider of hardware and software components that enable or enhance IP Communications Systems for both voice and data, has announced the immediate availability of its Sangoma Lyra Answering Machine Detection (AMD) for Asterisk software solution. Lyra AMD for Asterisk enables system developers to cost-effectively integrate sophisticated dialer analytics features that compete with high-cost proprietary systems into Asterisk-based platforms. “Lyra AMD for Asterisk allows call center product developers to address the number one concern of any outbound calling operation – keeping agents on the line with prospects as close to 100 percent of the time as possible,” said Matt Florell, president of VICIdial Group, a leading provider of open source call center solutions. “For one of our key customers, a financial services call center operation making some two million outbound calls per week, Lyra AMD enabled the company to groom its calling database of invalid numbers, and ensures that agents are not connected to answering machines. The efficiencies gained helped the company double its productive call capacity.” Announced at AstriCon in October of this year, Sangoma has seen steadily growing interest from call center solution developers eager to get their hands on this software package that delivers a unique set of call progress analytics based on specialized neural network algorithms. The software is compatible with Asterisk versions back to version...

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Yealink Released New Firmware V70 for SIP-T2X Series IP Phone

Posted by | Dec 11, 2012 | , |

Yealink, the global Top 5 VoIP Phones Supplier, has announced the release of the latest Firmware V70 for its award winning  Yealink VoIP phone SIP-T2X series. The Yealink SIP-T2X series includes the Yealink T20P, Yealink T22P, Yealink T26P and Yealink T28P IP Phones. The key feature of this new Firmware V70 is “M7”, also known as the “unified auto-provision template”. With Firmware V70, the configuration files and the deployment methods of T2X, T3X and VP530 have now been unified. With the deployment of “M7”, end users now no longer need to maintain different templates of T2X, T3x or VP530. In other words, it lowers the learning curve and increases the business efficiency remarkably. End users can easily convert their old templates of Yealink IP Phone T2X series and T3X series to “M7” through Yealink Configuration Conversion Tool (CCT). Firmware V70 is now available for download free of charge at www.yealink.com. About Yealink Share this story with your friends or work colleagues.  If you want to stay up to date with our latest products, industry news and offers you can sign up to our monthly newsletters, keep up to date with us on Facebook or follow us on...

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Sangoma Boards Enable Effective Multi-Site Financial Services Contact Center Operations

Posted by | Dec 11, 2012 | , , |

Drishti Soft Employs Sangoma Boards in Ameyo Platforms to Improve Customer Service Efficiency and Customer Satisfaction Customer service is the backbone of any service-based business, but it’s particularly critical to the financial service industry, where customers seek immediate access to information that can have a dramatic long-term financial impact. With information access more readily available than ever before, and an increasingly educated clientele, financial service firms must now provide 24/7 contact center customer service to meet the demands of customers. Motilal Oswal Securities Limited (MOSL), an India-based financial services firm, required a solution to provide unfettered and timely access to its call center financial agents from its various offices across India to maximize efficient customer access to its 1,600 team members located throughout the country. Serving some 750,000 clients, MOSL sought out Drishti-Soft, a Gurgoan, India-based leading telecom solutions provider, to develop a world-class server-based multi-services platform to address the multitude of technical, regulatory, and customer service demands that the company faced for seamless call distribution throughout the company’s many sites. Drishti-Soft installed its Ameyo Call server solution to act as a central management hub for all call activities at key MOSL locations. In order to support the multiple redundant 30-channel Sangoma PRI Cards spans to the Public Switched Telephone Network (PSTN) from each site, Drishti-Soft tapped Sangoma Technologies for its highly-regarded 8-span E1 digital telephony interface boards. Sangoma’s...

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Appia Adds Grandstream’s IP Voice and Video Solutions to Managed VoIP Services for SMB and Enterprise Customers

Posted by | Dec 6, 2012 | , , , , |

Award-winning managed service providerAppia Communications, Inc., today announced jointly with Grandstream Networks, the leading manufacturer of IP voice/video telephony and IP video surveillance solutions, that certification of Grandstream’s IP Voice and Video solutions is complete. Interoperability benefits small- to medium-sized businesses (SMBs) and large enterprises by assuring Appia’s IP-based service applications, which increase productivity, improve care and reduce costs, can seamlessly integrate with Grandstream’s IP phones, analog telephone adaptors (ATAs), and analog gateways for high quality HD audio andvideo communications. Grandstream’s GXP Series of Enterprise SIP telephones provides affordability, best-in-class HD audio, a comprehensive set of advanced call features, multi-language support, security protection, simplified management and automated provisioning with TR-069 or HTTPS, advanced XML customization and more. Over a dozen GXP phone models are available ranging from single line to executive 6-line HD phones with integrated PoE. For cordless applications, the DP715 or DP710 DECT Phones are an affordable choice with VoIP mobility and advanced VoIP security. For users seeking a more sophisticated IP video telephony desktop phone, the GXV3140 and GXV3175 IP Multimedia Phones bring innovation and integration of standard based HD IP telephony with high quality real-time videoconferencing, online rich media infotainment service, social multimedia and business productivity applications. Appia also certified Grandstream’s family of Analog Telephone Adaptors and Analog Gateways.  “We’re delighted to include Grandstream with the providers we support,” said Victor von Schlegell, president of Appia. “In addition to being affordable and of high...

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