Tadiran Telecom Announces
Composit Contact Center 4.3
Other Topics: IPTV
Multicultural Programming, IPTV
Video Compression
High Tech PR
March 5, 2007
New Version Offers Streamlined Operations, Advanced and
Personalized Customer Service, and Dynamic Knowledge Distribution
Port Washington, NY -- Tadiran TelecomR, a leading global IP
business telephone and communications supplier, today announced the
availability of Composit[TM] Contact Center 4.3, a new version of
the company's real-time, IP multimedia customer interaction
management solution. With Composit 4.3, businesses can realize
substantial performance improvements and cost savings in their
contact centers through streamlined operations, personalized
customer service and dynamic knowledge distribution. This new
version of Composit also supports 250 simultaneous agents.
"We're excited to bring these new efficiencies, advanced
capabilities and cost savings to our customers," said Lindsay
Kintner, Tadiran's senior director of product marketing for Composit.
"We listen closely to our customers and understand their need for a
cost-effective, comprehensive, yet simplified solution. They want a
solution that leverages existing technology investments with new and
advanced contact center capabilities, and easily scales as their
business grows. Composit does all that." |
Kintner continued,
"With Composit, operational efficiencies are achieved without
compromising existing investments, customer satisfaction or agent
satisfaction. Composit 4.3 adds capabilities for more advanced and
personalized communications with customers, and the ability to
dynamically share information across agents, ultimately leading to
increased customer and agent satisfaction, and a more streamlined
operation."
Tadiran's Composit Contact Center provides the enterprise with a new
set of tools that simplify contact center operations, streamline
business processes and offer significance improvement in agent
productivity and customer satisfaction - resulting in a more rapid
Return on Investment
(ROI) and a more personalized customer experience. Key new features
and capabilities in Composit Contact Center 4.3 include:
- Agent Proxy - Allows customers
to hang up after leaving a data item such as a voice message or
customer ID, and effectively holds their place in the queue. The
system prompts an automatic call-back when it is their turn. If
the agent gets a ring, no answer or vmail, the agent can simply
reschedule the call back for another time. This feature not only
saves money on the per-minute charges of trunking expenses, it
also reduces customer frustration and saves on the overall
operating cost of the call center by smoothing out call traffic.
- Agent ReRoute - Allows a
returning customer the option to hold for the previous agent.
Previous agents can be written into the customer's history,
allowing Composit to prompt the caller, for example, "John Sanders
was the last person you talked with. If you wish to hold for John,
press 1 or press 2 to be transferred to the next available agent."
Calls can also be diverted with Agent ReRoute, which can act as a
gatekeeper to specific departments or functions and divert calls
to the correct campaign, based on certain conditions of the
incoming call.
- Call Logger Integration - Allows
businesses to integrate to third-party call logging systems.
Composit 4.3 supports logging systems from NICE Systems, Comverse
and Wygant Scientific. These systems automatically record voice
conversations and, in some cases, the agent's contact center
screen. Composit sends information on the caller and additional
IVR input to the call logging system, which allows supervisors to
more easily parse the data.
- Redundancy, Resiliency and
Scalability - The Composit 4.3 distributed architecture (agents
and IVR) inherently provides redundancy and resiliency
characteristics that translate to high availability, an essential
attribute in today's competitive environments. The system also
scales to support 250 simultaneous agents, and 9,000 call
completions per hour, allowing business enterprises the high-end
traffic support they require.
"Intelligent voice systems, such as
Composit, support business process efficiency in a manner that
achieves a quantum improvement in the way business is conducted,"
this according to Susan Eustis, President WinterGreen Research,
Lexington, Massachusetts. "The combination of IVR, Dialer, CTI,
queue management, Intelligent Interaction Routing and multimedia
management in a modular system provide a means to achieve
significant competitive advantage for companies that adopt the
system."
The Composit Contact Center is a comprehensive suite of real-time,
IP multimedia customer interaction management solutions. Composit's
scalable and modular system combines IVR, Dialer, CTI, queue
management, Intelligent Interaction Routing and multimedia
management - all on a single, unified platform - simplifying call
center management and maximizing service capabilities. Composit's
open architecture, built around industry standards, enables
businesses to easily access legacy applications, CRMs, third-party
reporting tools and databases, such as SQL, ODBC and IBM's AS/400
servers using DB/2 databases, allowing them to protect existing
investments while capitalizing on the advances of new technologies.
Composit can also integrate to other systems in the enterprise
(including Web services) to ensure a more unified customer
communication experience.
Composit's distributed architecture allows multiple Composit servers
to tie together and work as one single system, so agents across
different servers can connect and share data, and businesses can
expand the number of agents and IVR ports, conduct automatic load
balancing and disaster recovery. It also supports remote IP agents
anywhere in the world through the VoIP (Voice over IP) capabilities
of Tadiran's CoralR family of IP PBXs or other CSTA and
VoIP-compliant telephone systems. Composit's simple, drag-and-drop
programming interface, Composit Flow, uses business rules to manage
all contact center operations, and includes various out-of-the-box
applications for record time-to-market deployment.
About Tadiran Telecom
Tadiran TelecomR is an established innovator in telecommunications
for more than 40 years. A leading, global IP business telephone and
communications supplier, Tadiran serves businesses and organizations
of all sizes with a comprehensive family of products, including IP
PBXs, contact centers, IP telephones, and mobility and desktop
applications. Tadiran distributes IP communications solutions to
some of the world's largest companies and organizations across 41
countries through authorized Business Partners. For more
information, visit www.TadiranAmerica.com. |
