Sangoma NetBorder Call Analyzer 2.0 Now Available for Global Contact Centers, Offers Unmatched ROI
April 13 2010 - 8:16AM
Marketwired
G-FORCE AMERICAS 2010 - Sangoma® Technologies Corporation (TSX
VENTURE: STC), a leading supplier of hardware and software enabling
server-based voice and data communication applications, today
announced the availability of version 2.0 of Sangoma's NetBorder
Call Analyzer. The new release provides significant benefits to
companies and outsourced service providers looking to optimize the
performance of their outbound dialing campaigns, increase the
productivity of their agents, reduce operating costs and ultimately
increase contact center revenues.
"Call progress accuracy has a profound impact on the
effectiveness - or success - of outbound dialing campaigns," said
Frederic Dickey, director of product management at Sangoma. "Our
internal ROI models show that a 10% increase in absolute call
progress accuracy could represent nearly $1 million in annual
savings for a mid-sized outbound contact center."
NetBorder Call Analyzer 2.0 further improves Sangoma's
patent-pending call progress analysis engine, which automates the
real-time classification of outbound calls. The software can
determine with great accuracy and speed whether an outbound call
reached a human, or a voice mail system, a fax machine or other
type of device. This allows automated dialers to transfer only
relevant calls to outbound call center agents, therefore
significantly improving their productivity and the campaign
business results as well as reducing operating costs.
The new release also offers an international tone configurator
that greatly facilitates and improves the performance of
international deployments. This feature makes it much easier to
configure the engine for miscellaneous and complex sets of tones
utilized in different countries to indicate special dialing
conditions (for example a 'busy' signal or a 'phone number no
longer in service'). Since most countries have significant
differences in the type and definition of tones used in their
network, deploying a call progress solution in international dialer
applications is often a long and complex problem.
Contact center managers can asses the value of call progress
analysis in their specific environment by using a simple ROI
calculator Sangoma has published on its web site. The tool can be
found at:
http://www.sangoma.com/products/software_building_blocks/netborder_suite/call_analyzer_cpa.html
"Even as many enterprises are just beginning to take advantage
of proactive customer contacts opportunities, the challenges for
outbound calling campaigns are growing," said Frost & Sullivan
Principal Contact Center Analyst Joe Outlaw. "These challenges
include increased and overlapping governmental regulations,
increased network complexity and background noise as well as the
internationalization of operations through consolidation and
expansion. These trends are having a negative impact on the
performance of traditional call progress analysis functions,
leading to significant inefficiencies in the use of outbound agents
and thus in higher operating costs. Sangoma's NetBorder Call
Analyzer 2.0 helps reduce and in some cases eliminate those
challenges," Outlaw said.
Implemented as a software-only, SIP back-to-back user agent,
NetBorder Call Analyzer integrates seamlessly in pure IP networks,
as well as in traditional telephony networks via gateways. This
ease of integration and deployment leads to reduced operating
costs.
On top of accuracy and internationalization features, the new
release includes several additional enhancements, including:
-- End of greeting detection. This feature enables applications to get a
notification when a voice mail message is finished. This is particularly
useful for outbound IVR applications, which use the call progress
analysis engine to either engage customers through an automated
interaction, or leave a message on their voice mail system. For example,
an airline company might want to leave a customer a voice mail to let
them know that an upcoming flight is delayed or canceled. The rapid and
accurate detection of the end of the greeting allows these applications
to improve the user experience by leaving "clean" messages.
-- Reduced CPU consumption. The new release reduces the CPU usage required
to run the real-time call progress analysis function, leading to
improved density of the solution on a given hardware platform, further
reducing operational costs.
-- Improved diagnostics and reporting tools. The new release makes it
easier for contact center managers to analyze what is happening with the
CPA function of their outbound contact center. It allows them to quickly
assess the system's behavior and performance, in order to make prompt
adjustments as necessary to ensure the best possible operating
conditions.
NetBorder Call Analyzer 2.0 is currently in customer trials and
is expected to be generally available for purchase in the current
quarter.
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 Jill Van Nostran 1-877-701-2060
ext. 506 jvannostran@calysto.com
Sangoma Technologies (TSXV:STC)
Historical Stock Chart
From Jul 2024 to Aug 2024
Sangoma Technologies (TSXV:STC)
Historical Stock Chart
From Aug 2023 to Aug 2024