inConcert Integrates Sangoma NetBorder Call Analyzer to Boost Productivity of Outbound Call Centers
January 20 2010 - 8:00AM
Marketwired
ITEXPO EAST 2010 - inConcert, a provider of a comprehensive suite
of products for IP Contact Centers, and Sangoma® Technologies
Corporation (TSX VENTURE: STC), a leading supplier of hardware and
software enabling server-based voice and data communication
applications, today announced at ITEXPO East 2010 that inConcert
has integrated Sangoma's NetBorder Call Analyzer with its
Predictive Dialing System to further improve the productivity and
efficiency of outbound calling campaigns.
As part of their comprehensive Contact Center Suite, inConcert's
revamped Outbound Engine incorporates a powerful Predictive Dialing
System that configures, manages and optimizes outbound calling
campaigns. The Predictive Dialing System leverages the world's most
advanced Call Progress Analysis capabilities of Sangoma's NetBorder
Call Analyzer to optimize the performance of call center agents,
allow customers to reach new heights of automation and productivity
in their outbound dialing campaigns, and ultimately drive more
business.
Call Progress Analysis is an automated call classification
process by which an application can automatically detect if the
outbound call was connected to a person, a voice mail system, a fax
machine or some other type of device. NetBorder Call Analyzer
performs this classification rapidly and accurately, which enables
answered calls to be immediately connected to a customer service
agent, while other types of connections are either automatically
rescheduled or taken off the calling list, depending on the
real-time classification result.
"After investigating several options, we selected Sangoma's
NetBorder Call Analyzer for its impressive accuracy and ability to
meet regulations in some of the most stringent networks and
regions," said Bill Winkler, Vice President of R&D at
inConcert. "The fact that the solution is based on SIP architecture
was also a key factor in our decision. This approach fits perfectly
with our own products and strategy going forward."
"We are very pleased to be associated with inConcert, a
long-time Sangoma partner in the contact center space. They have a
great reputation in the industry for the high quality of its
products and customer support," said Serge Forest, Vice President
of Marketing at Sangoma. "We are convinced that inConcert customers
worldwide will benefit tremendously from NetBorder's compatibility
with inConcert's predictive dialing solution."
NetBorder Call Analyzer is available for purchase as an add-on
option to the inConcert Contact Center Suite. Customers can contact
inConcert sales at www.inconcertcc.com for availability in specific
regions.
About inConcert
inConcert investigates, develops, implements and supports
innovative products for IP Contact Centers using robust and
reliable technology, which processes more than 2 billion contacts
per year for customers in 25 countries. inConcert's comprehensive
suite of products includes multimedia contact centers, interactive
voice response systems, call recording and predictive dialing
systems. The combination of efficient development methodology, the
use of open architecture based on industry standards, and VoIP
convergence technology allows inConcert to guarantee excellent
technical levels, robustness and flexibility. More information on
inConcert's contact center solutions can be found at
www.inconcertcc.com.
About Sangoma Technologies Corporation
Sangoma is the premium provider of voice and data connectivity
components for software-based communication applications. Sangoma's
data cards, voice cards, gateways and connectivity software are
used in leading PBX, IVR, contact center and data-communication
applications worldwide. The product line represents a comprehensive
toolset for deploying cost-effective, powerful, and flexible
software communication applications.
Founded in 1984, Sangoma Technologies Corporation is publicly
traded on the TSX Venture Exchange (TSX VENTURE: STC). Additional
information on Sangoma can be found at: www.sangoma.com.
The TSX Venture Exchange does not accept responsibility for the
adequacy or accuracy of this release.
Contacts: Calysto Communications Mara Gordon Samuels
404.266.2060 x 21 (office) or 732.803.0081 (mobile)
msamuels@calysto.com
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