Call Center Technology Roundup December 8, 2011

Modular Contact Center Solutions Enable Flexibility for Business, Enterprise

Mitel has released Contact Center Solutions 6.0, which offers a host of add-on, customizable features for existing contact center solutions that are intended to increase flexibility, scalability and business continuity. The 6.0 Solutions include an option for Social Media Integration, which enables agents to proactively respond to customer inquiries and comments through various social media sites, including industry blogs, knowledge bases and forums. These inquiries are analyzed, prioritized and then reported to the appropriate agent via email. The solutions also include the capability for external "hot desking" which enables agents to work from any third party endpoint, but the Mitel ACD is required for call routing. The solutions' Visual Workflow Manager enables a user-friendly, next generation Interactive Voice Response (IVR) solution that can manage call flows via a drag and drop graphical interface and operate multiple IVR instances from a single location. The Contact Center Solutions are available in both enterprise and business editions.

Chatter Box Eliminates I1 connect, Acquires Assets

Chatter Box Call Center Ltd has eliminated and acquired the assets of I1 connect, valued in 2008 at $20 million. I1 connect, originally established as a foundation for an e-presence and internet portal for business services, had been dormant for quite some time and will require substantial upgrades and refurbishing prior to re-launch. I1 connect concedes to its losses and stands behind Chatter Box in the acquisition. Chatter Box has cited plans to revamp and provide the necessary branding to build out I1 connect's video and press distribution services within the BPO segment of its business plan.

Virtual Phone Receptionist Suits Small Businesses

Infratel has launched the Infra Cloud Receptionist for the small business. The cloud-based telephony service enables small businesses to use a 1-800 number with existing landline and mobile phones, thus enhancing their professional phone presence. The Virtual Receptionist also offers a complementary web-based interface that will assist in managing incoming customers calls. The initial solution offers three separate tiers of service and pricing. Infratel has partnered with cloud service enablement company, Parallels, to offer this solution via thousands of cloud service providers.

SmartAction's Artificial Intelligence IVR Solution Receives PCI Certification

Smart Action has announced the completion of its independently-evaluated PCI DSS certification. A Qualified Security Assessor (QSA) has verified that the company meets all Payment Card Industry security requirements (PCI DSS 2.0) as a service provider. The company's Smart Call Agents Interactive Voice Response (IVR) products are all within the industry-recognized security guidelines established by PCI.