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Call Center Technology Roundup August 4, 2011: Internet Protocol Telephony, Trunks and the Cloud

Smoothstone's MaxxConnect IP Trunking Services are Certified for ShoreTel IP PBX Systems

The MaxxConnect IP trunking services from Smoothstone IP Communications are now certified as compatible with IP telephony systems from ShoreTel. The new certification provides current enterprise customers with broader options in trunking for on-site IP-PBXs and built-in business continuity tools. The MaxxConnect services offer a series of cloud-based features, such as dynamic trunk pooling, virtual DIDs and call recording that will enhance on-site PBX systems.

BroadSoft's BroadWorks Voice Application Server Compatible with CloudTC's Glass IP Phone

The Android-based CloudTC Glass 1000 IP phone from CloudTC now works with the BroadWorks voice application server from BroadSoft. The BroadWorks platform provides enterprise customers with services including video, voice, hosted call center, conferencing, messaging and mobility. This collaboration will enable these customers to access the telephony capabilities via the Glass phone. The CloudTC Glass 1000 offers an open development environment, flexibility and scalability, and the ability to integrate provider applications with unique calling features and a large user screen.

Medallia Key Account Experience Offers Customized Solution to Help B2B Companies Track Corporate Customer Relationships

Medallia has unveiled the latest version of the Medallia Key Account Experience platform, their SaaS (software as service) CEM (customer experience management solution) designed specifically for B2B customers. The customizable Medallia Key Account Experience solution offers specialized capabilities that will help companies simplify the complex account relationships that occur in B2B, including the deployment and tracking of survey data, alerting on low-scoring and unanswered surveys and the recording of unsolicited feedback. Other capabilities include automatic updates of organizational changes, such as the addition or deletion of programs and the display of customer feed.

Christina Hammarberg is the former associate editor at ICMI.