Advantone IntelePeer Merger Enables Deep Insights for Cloud Contact Centers
November 03, 2015
When TMC’s Allison Boccamazzo recently sat down with longtime contact center specialist Advantone at ITEXPO (News - Alert) Anaheim 2015, the company had just merged with IntelePeer. The move was a significant one for the longtime IVR and contact center company, bringing its platform to the cloud and offering a broad range of additional functionality to its clients.
“Our clients are excited about this merger because they see a lot of add-ons,” said Nicholas Dourassoff, CEO of Advantone, in the TMCnet exclusive interview. “We will have more development going on with new functionality and integrated reporting.”
The companies officially merged at the end of September, culminating a longstanding relationship in which Advantone was an IntelePeer (News - Alert) client. Dourassoff cited integration challenges with the company’s previous telecom providers, while the relationship with IntelePeer easily enables call reporting information and other insights that their clients had been demanding.
The result of the merger is a complete contact center management and communications solution offering analytics, cost savings and a high degree of management and control. Advantone is now operating as a subsidiary of IntelePeer Holdings, alongside IntelePeer Cloud Communications, which is also a subsidiary. Advantone will also gain access to the IntelePeer SuperRegistery layered policy engine and analytics, enabling the company to offer even deeper insights to its customers.
According to Dourassoff, the company has traditionally had a strong presence in the pharmaceutical and retail industries over its 15 years in business. In 2010, Advantone rolled out its hosted contact center SaaS (News - Alert) platform, featuring virtual ACD, predictive dialing and cloud routing capabilities for backup and disaster recovery.
IntelePeer has been focused on analytics, announcing a new Analytics app within its CloudCentral customer portal just a couple of weeks ago. The application provides self-access analytics to offer deeper views of service metrics for close to real-time insights into network performance and analysis. The free application offers a number of metrics, including call success rate, answer seizure ratio, post dial delay, average call hold time, total call attempts and total minutes of use.
Edited by Kyle Piscioniere
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