In order to process up to two billion calls in annual volume, and provide fail-proof and consistent services to its clients, VoltDelta (News - Alert) is expanding its call center offerings to enhance customer experience by developing the Delta ACD 2.0. This is an on-demand call center suite that will give companies a full range of cloud-based services, such as call recording and call distribution to agents. ACD 2.0 will be powered by Dialogic’s (News - Alert) PowerMedia XMS media server software.
VoltDelta is already using Dialogic PowerMedia for its mission-critical capabilities such as high-volume interactive voice response (IVR) and fully trackable integrated recording. PowerMedia XMS enables VoltDelta to easily add new customers and ensure peak performance, resulting in improved service for VoltDelta's users in financial services, healthcare and transportation industries.
The Dialogic solution gives the dependability, as well as the ability for more granular tracking and enhanced reporting. Using PowerMedia XMS, VoltDelta gets flexibility to expand as businesses grows –without spending on additional hardware, proprietary software clients or plug-ins.
"Our call centers can't fail our customers even once. That's why we love working with Dialogic; the PowerMedia XMS never lets us down," said Rich Oldach, president, VoltDelta Resources, in a statement. "PowerMedia XMS provides compelling capabilities and performance required to deliver reliable cloud contact center customer care at any call or message volume."
Dialogic's cloud-ready PowerMedia XMS software media server offers a mix of multi-party conferencing, transcoding, network media interworking, recording, stream processing and analysis for contact center, value added services, WebRTC, and automated person-to-machine applications. With the help of PowerMedia XMS’ standards-based media control interfaces and management capabilities, service providers and developers can quickly create and deploy powerful real-time media services.
"Contact centers are mission critical, so quality and capability cannot be sacrificed as these services move to the cloud," said Andrew Goldberg (News - Alert), senior vice president of marketing and strategy for Dialogic. "The PowerMedia XMS media processing platform is a key enabler that allows VoltDelta to provide leading customer service capabilities such as agent routing and recording in the cloud without compromising on scale or reliability."
Edited by Alisen Downey