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SWORD Group, an international software and services company, has entered into a global systems integration alliance with NewVoiceMedia (News - Alert) to deliver a next generation computer telephony solution ContactWorld.

 

Europe-based NewVoiceMedia is a provider of Hosted Contact Center solutions that enable clients to manage their call traffic, streamline their business processes and improve the caller experience.

 

Company officials said that their company will enable the integration of ContactWorld into existing enterprise systems through componentized modules. The modules incorporate SWORD's Google (News - Alert) Enterprise functionality and CRM expertise to deliver computer telephony.

 

The platform, deployed as a service, is expected to be targeted at Enterprise Customers such as communications providers and large contact center environments focusing on regulated industries including telecoms, government, finance, energy and utilities.

 

 

SWORD believes that with the help of ContactWorld, customers will be able deploy next generation technology, generate new value streams and reduce the cost of their current telephony platforms, while also meeting the demands of regulation and security.

 

Kieran O'Meara of SWORD said that by combining ContactWorld with other SWORD Group capabilities, users can “significantly” reduce hardware expenditures and complex integration spending.

 

She also said that ContactWorld “exemplifies” the way in which intelligent call handling should be delivered.

 

Jonathan Grant, CEO at NewVoiceMedia also said that the agreement with SWORD is an “important step” in NewVoiceMedia's expansion strategy.

 

“Our Computer-Telephony as a Service allows us to provide CTI (News - Alert) capabilities to the 80 percent or so of call centers that could not implement such a capability, until now,” he said.

 

In April, the company also announced it completed the acquisition of Glasgow-based Graham Technology (News - Alert), a provider of the customer-centric CRM product, ciboodle.