October 22, 2012
CTI Group and Broadsoft Partner for Call Center Xpress
By Tracey E. Schelmetic
Telecom solutions provider CTI Group (News - Alert) is expanding its call center footprint. The company is announcing a new partnership with BroadSoft this week as an integral part of its new Call Center Xpress solution, which is being launched at BroadSoft (News - Alert) Connections 2012 in Scottsdale, Arizona, taking place this week. The Call Center Xpress solution was designed to allow telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers. An essential element of these cloud-based services is CTI Group's SmartInteraction Suite; a suite of recording and analytics solutions for contact centers.
The new Call Center Xpress solution is expected to further establish CTI Group's SmartRecord in the marketplace as a trusted hosted call recording solution, said the company. SmartRecord features are deliverable to multiple market segments from a single cloud implementation by enabling licensing the way Service Providers work.
"The partnership with BroadSoft is a strong endorsement of our product and our long standing commitment to developing applications tightly coupled to the BroadWorks platform,” said CTI Group CEO John Birbeck (News - Alert).
“We are excited about the new opportunities that this partnership opens for us, enabling us to more strongly support the BroadSoft service providers to open new markets particularly in the expanding hosted contact center market and the regulated markets such as financial services. These markets are all moving towards cloud-based solutions. In fact, Gartner (News - Alert) predicts 75 percent of all contact centers will incorporate cloud technology by 2013 – this partnership could accelerate that change,” he added.
"Our long-standing relationship with CTI Group has enabled both companies to collaborate closely on Call CenterXpress which will enable our service providers to increase their revenue, by replacing inefficient and expensive premises-based call centers with high functionality, cloud-based contact center solutions,” said BroadSoft Director of Product Management, Paul Adams, in a statement announcing the partnership. The Call Center Xpress solution moves the needle in the adoption of hosted call centers by small to large enterprises.
Edited by Brooke Neuman