If you're an AltiGen user who also purchases hardware from Polycom, you may have noticed that some of the more advanced features in your provider's IP-PBX (News - Alert) or contact center software weren't available when using certain devices. This is changing, though, since AltiGen Communications, Inc. has introduced full-scale compatibility with Polycom (News - Alert)'s entire family of VoIP phones, including its VVX, SoundPoint, and SoundStation lines. The features will be reflected in AltiGen's MaxCS Private Cloud, Softswitch SaaS (News - Alert), and any on-premise deployments.
Using Polycom's own APIs, AltiGen can tap into untouched veins that make its software more feature-rich and Polycom-ready. The most basic features that will now be available are centralized administration, multiple enhancements on call waiting, SIP TLS/SRTP capability, and voice mail. Many more advanced features were added to the product offering that allow call handlers to answer automatically from client, and synchronize DND statuses.
For employees of call centers, this is a major upgrade considering that they do not have to use handsets all of the time when answering calls. Instead, they can choose to automatically route calls to the system client for added flexibility and a more relaxed call. The addition of a busy lamp field (BLF) feature will also let call center representatives answer each other's calls as needed and understand what the status is of every other phone in their respective pickup groups.
With all of these new features, companies adopting AltiGen (News - Alert)'s technologies can run like well-oiled machines with a uniform and timely response to calls. The new call parking feature adds to this, letting call center employees put calls on hold to take other calls.
Patric Ferriter, VP of product management for endpoints at Polycom, said, “We are pleased to take our interoperability with AltiGen to the next level. Polycom is focused on developing solutions that position our customers for success. Polycom's cost-effective, easy-to-use business communications devices, when paired with Altigen's premises-based cloud solutions, allow organizations of all sizes to stay connected through high-quality audio experiences in any setting.”
In short, these added features give users of AntiGen's solutions the capability to enjoy a fully-functional call center and IP-PBX infrastructure.