Colt, a European telecommunications, IT managed services and data center services company, recently announced the launch of a new hosted contact center solution that was designed to enable resellers to build and manage their own contact center services for their customers. Colt’s goal was to offer a solution that can provide increased functional and an easy-to-use platform that can help resellers serve the needs of the medium-sized (50-250 seat) contact center market. The service will be first rolled out in the UK and Ireland first, with the rest of Europe, starting with Germany, Austria and Switzerland, next year.
Based on European Computer Telecoms’ (ECT) effective contact center technology, the new service will offer a built-in set of tools for creating and managing call flows across agent locations which can be easily managed with minimal training, said the company. Hosted on Colt’s wholly owned network, the new service is expected to offer multiple levels of resilience and redundancy, ensuring a highly reliable service.
Furthermore, it provides network-based call recording capabilities, enabling compliance with Payment Card Industry (PCI (News - Alert)) call recording requirements for card payment validation, ensuring systems are secure, and customers can trust call center agents with their sensitive payment card information.
The contact center solution will allow resellers to “pay as they go” for contact center provisioning, with minimal upfront investment. They can tie together different contact center, general offices or staff homes to integrate the sites into one ‘virtual’ contact center, overcoming the problems associated with transferring calls between locations in a traditional multi-site set up. The solution will also offer skills-based routing and easy flexibility to meet demand spikes in calls, plus quick remote set up for disaster recovery or emergencies. In addition, the platform offers resellers the ease and flexibility to fully integrate the new service with their clients’ own customer relationship management (CRM) systems.
“Our new service brings the power of a modern, fully-functioning, hosted contact center to our reseller partners, enabling them to build, manage and deploy contact center services for their end-customers,” said Jim Ashton, Head of Intelligent Network and Contact Center Services at Colt, in a statement. “The real winner is the caller, who is far more likely to get a swift and efficient resolution to their call than before.”
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Edited by Brooke Neuman