February 20, 2009
Braxtel's Contact Q Open Source Contact Center Achieves New Functionality and Price Points
By Richard Grigonis
Executive Editor, IP Communications Group
One of the big winners at the recent ITEXPO (News - Alert) East 2009 in Miami was Braxtel Communications, which received a “Best of Show Award” from Yours Truly (and the rest of our editorial staff) in the Open Source Category for its Contact Q Contact Center, a Linux-based open source contact center package sold through Braxtel’s new Contact Q subsidiary.
Founded in 1997, Braxtel Communications has for more than a dozen years developed and deployed superlative customer contact solutions. The new Contact Q enables owners of Digium’s open source Asterisk PBX and Nortel (News - Alert) and Pingtel phones to quickly install a full-featured contact center, with the usual cost-effective characteristics that can be found in the world of open source telephony. Contact Q has been formulated to deliver IVR, Media Queuing, ACD (Automatic Call Distribution), a Dialer, extensive call recording and agent monitoring as well as comprehensive reporting and management tools.
Braxtel is a Digium Software Partner and as such it can offer its Contact Q contact center solution via Digium’s extensive base of channel partners.
As is the case with much of open source telephony, Braxtel’s Contact Q product targets the Small and Medium-Sized Business (SMB) sector. Rather than just providing software, however, Braxtel is also adept at providing comprehensive reseller installation and support services, a talent they picked up during their long experience in delivering contact center solutions through such traditional channels associated with Avaya, Cisco (News - Alert) and Nortel. Making a splash in the world of open source telephony is always easier if one already has extensive experience in telecom, as does Braxtel.
Indeed, Braxtel has considerable experience, garnered over the years during the course of developing and marketing its previous offering (and flagship product), the Fluency Communications Suite, itself an award-winning, full-featured, all-in-one system that seamlessly connects business applications with the communications infrastructure to help companies achieve enhanced customer sales and service transactions. Fluency eliminates the need to invest in disparate technologies, leverages existing technology investments, and offers full interoperability with pre-existing systems and processes.
Nick Thwaites, CEO Braxtel, has stated, “Both the award and the fantastic interest we received at the show confirmed our strategy of delivering world class contact center solutions professionally supported to both the reseller channel and Open source community is the right one, we will continue to invest in both Software development and reseller support process to ensure we continue with our growth plans throughout the next three years. We really are focusing our building our Brand as we have a fabulous pedigree of delivering solutions through the major PBX (News - Alert) manufacturer channels.”
Braxtel Communications was but one of the outstanding, innovative companies that displayed award-winning solutions at ITEXPO East in Miami. The INTERNET TELEPHONY Conference & EXPO Best of Show Awards recognize such innovative products and solutions that are featured in the Exhibit Hall during the event. We of the INTERNET TELEPHONY magazine editorial staff evaluated the pre-show nominations and met with vendors to inspect and review the displayed products on the first day of the Expo. A full list of the winners is posted on TMC’s (News - Alert) Web site.
Richard Grigonis is Executive Editor of TMC’s IP Communications Group. To read more of Richard’s articles, please visit his columnist page.
Edited by Jessica Kostek