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January 07, 2009

Callfinity to Provide Cloud-Based, Hosted IVR System for Harris Corp.

By Anshu Shrivastava, TMCnet Contributor

Harris Corp. reportedly has awarded a contract to contact center systems provider Callfinity for an undisclosed sum. The contract calls on Callfinity (News - Alert) to provide contact center systems and hosted services in support of the 2010 Decennial Census.

Harris said that it selected Callfinity for this program because its systems were the “easiest to use, flexible, and provided the lowest total cost of use” in comparison to competitors.
As part of the Census Field Data Collection Automation program, Callfinity’s so-called “ContextIP” contact center suite will be offered on a hosted basis.
For Census personnel in support of the FDCA program, Callfinity is expected to provide a cloud-based, hosted Automatic Call Distributor and Interactive Voice Response system.
“We’re proud to be providing this service for Harris Corporation in support of the Census Bureau’s critical mission,” said Michael Marlow, vice president of major accounts at Callfinity.
Here’s what ContextIP’s Web interface looks like:
Callfinity’s systems help enumerators connect with the local census offices national overflow centers, and census headquarters based upon business rules established by administrators, according to company officials.
With the help of these hosted systems, Callfinity said that it’ll be able to implement the business rules established by Harris for routing calls to the help desk. In addition, it will be able to provide data for improving the efficiency of FDCA and future programs.
ContextIP will be used to answer telephone calls, route callers appropriately based upon caller input, schedules, and other criteria, queue calls in an ACD.
In addition, it’ll be used to deliver calls to Census staff based upon Callfinity’s Prioritized Skill Routing and presence availability.
Traditionally, Census field data collection was handled primarily through paper address lists, maps and questionnaires. However, for the scheduled 2010 Census, Census Bureau plans to use automated systems to directly capture information.
The FDCA program offers automated systems that deliver data to the Census Bureau’s computing systems for integration with other data sources.
Callfinity provides telecommunications software and systems to enterprises and service providers. The company’s full suite of products includes a multimodal ACD platform for queuing and routing inbound telephone calls, chat sessions, emails, and faxes to call center agents, and a modular IVR system for automated assistance and Web services support.

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Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.

Edited by Michael Dinan

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