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VoIP Developer Feature: TeleFaction Taps Aculab to Deliver Customer Measurement Tools


TMCnews Featured Article

November 12, 2009

VoIP Developer Feature: TeleFaction Taps Aculab to Deliver Customer Measurement Tools

By Amy Tierney, TMCnet Web Editor

Measuring customer satisfaction is no easy task. TeleFaction, a Danish-based provider of customer behavior management solutions, knows that firsthand. While many businesses rely on technology for automated features, too much emphasis on it can harm a relationship between a company and its clients.

With this in mind, TeleFaction, a company that helps large organizations drive growth and increase profitability through improved customer loyalty, uses advanced technology that gathers and measures information from multiple customer contact points. The data helps businesses improve sales by gauging customer satisfaction, brand loyalty, sales efficiency, and brand image, among other factors.
And to obtain that crucial customer information, TeleFaction’s uses sophisticated information collection technology, including software, media processing boards and a computer server. Obviously, it takes a large amount of processing power gather the data and analyze it to fit a customer’s needs. One challenge TeleFaction faces is meeting clients’ needs while fitting into their hardware and operating system environments.
So, the company has partnered with VoIP developer Aculab, a U.K.-based provider of enabling technology for the communications market, to help it meet customers’ needs.

“Right from the outset, Aculab (News - Alert) understood that our key requirement is adaptability,” Mickey Melskens, TeleFaction’s chief technology officer, said in a statement. “They have provided us with flexible solutions that allow us to meet the diverse and specific needs of our customers.”

While the basis of TeleFaction’s solution is technology, it delivers it services without placing a burden on its customers, company officials said. Melskens likened TeleFaction’s software and analysis as a “designer dress” that can be customized for each client. Aculab’s role is to provide the custom fabric “to make sure we can make the right dress for each client,” he said.
TeleFaction helps clients increase customer satisfaction through further development of the IVR system. With this perspective, the firm helps companies change consumers’ lifecycle and brand perceptions, the company said.
One key component of TeleFaction’s solution is its ability to offer options with Aculab’s Prosody X media processing board. But Aculab offers more than just hardware. Company officials said Aculab’s technical support, engineering service and consultancy help TeleFaction deliver a topnotch product without placing hefty requirements on customers.
Aculab’s Prosody X helps boost the flexibility of the TeleFaction solution by offering support for T1 and E1 trunks, as well as ISDN, CAS, and IP for system interconnect, Andrew Nicholson, Aculab product manager said.
“That makes it ideally suited to fit into a demanding, multiple-use environment,” Nicholson said in a statement. “Additionally, the various bus architectures can enable seamless implementation on different customer servers, when the need arises.”
TeleFaction’s customers are largely focused on maintaining the integrity of their infrastructure. Often, they are pleased they don’t need to change or upgrade a server, operating system, or IVR to receive customer perception analysis, company officials said. 

“When our clients hear ‘do not worry, the software we deliver works on almost any platform,’ you can see the sparkle in their eyes,” Melskens said. “Aculab’s boards work for us. Above all, their engagement and understanding of our needs is the differentiator that contributes to our status as a customer experience specialist. We want to work with enthusiastic partners that embrace challenges and think big. Aculab is able to deliver on all these counts.” 


Amy Tierney is a Web editor for TMCnet, covering business communications Her areas of focus include conferencing, SIP, Fax over IP, unified communications and telepresence. Amy also writes about education and healthcare technology, overseeing production of e-Newsletters on those topics as well as communications solutions and UC. To read more of Amy's articles, please visit her columnist page.

Edited by Amy Tierney

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