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Sangoma Integrates Call Progress Engine with VICIdial to Enhance Call Center Agent Productivity
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Sangoma Integrates Call Progress Engine with VICIdial to Enhance Call Center Agent Productivity

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February 18, 2009
By Michelle Robart
TMCnet Editor


Sangoma Technologies Corporation, a company that develops and manufactures voice and data communication products, today announced it has completed the integration of its patent-pending Call Progress Analysis engine with VICIdial, a complete open source inbound and outbound call center suite.

 
NetBorder Call Progress Analysis Engine ensures fast and accurate automated call classification, even when reaching wireless phones or systems with color-ring back tones. With NetBorder, outbound call centers can increase the efficiency of their agents and ensure their customers receive superior service.
 
The agent interface of VICIdial is completely Web-based and depends solely on a Web browser to provide real-time information and functionality. The management interface is also Web-based and lets agents view several real-time and summary reports as well as hundreds of detailed call handling and agent options and settings.
 
VICIdial is deploying the NetBorder Call Analyzer software with Sangoma cards as an option coupled with its Asterisk-based solution. NetBorder CPA integrates with VICIdial, and will work with any gateway or IP network.
 
“The solution is simple to integrate because it ‘just talks SIP’,” said David Mandelstam (News - Alert), CEO of Sangoma. “NetBorder Call Analyzer uses a standard SIP interface and runs on standard computing platforms and servers. Because it is based on scripts the software is highly configurable.”
 
Before making it available to customers, VICIdial extensively tested the NetBorder Call Analyzer’s Call Progress Detection by using it to place over 21,000 calls. These tests gave them insight into how well answering machines are detected and how few times a live person is mistaken for an answering machine.
 
In addition, the Call Analyzer software enabled the test campaigns to lower the drop/answered percentage to just over 1 percent, a full 2 percent lower than the FTC (News - Alert) abandon limit of 3 percent. This easily meets the requirements of the new UK Ofcom limits.
 
According to Matt Florell, president of VICIDial Group, this is a big achievement and will dramatically enhance agent productivity and customer service.
 
“Using the NetBorder CPD allows the campaign to run at a more aggressive dialing setting while maintaining a lower drop rate. Also, agents’ time is not wasted on answering machines, so they can spend more time on human contact calls,” he explained.
 
Call centers will definitely get their money’s worth with the NetBorder CPA as it allows call center operators to make use of existing solutions to increase productivity and reduce wasted time.
 
“CPA empowers all the thousands of users of VICIdial worldwide to significantly improve not only the economics, but also the quality of their call center offering, by almost eliminating annoying dead calls,” said Mandelstam.
 
“We are excited to be able to offer such a money saving, revenue enhancing product to the call center community,” he added.
 
Sangoma’s NetBorder Call Analyzer is part of the NetBorder Suite for Contact Centers that is currently being implemented into the Sangoma product portfolio, following the acquisition of Paraxip. The product is now available for integration through authorized Empowered by Sangoma Resellers and Solution Partners.
 
VICIdial and Sangoma are exhibiting their solutions at this week’s Call Center World in Berlin at stand 1A19.
 
Founded in 1984, Sangoma provides software-centric media and signal processing hardware, and develops and manufactures scalable and reliable voice and Wide Area Network data cards, including the award-winning Advanced Flexible Telecommunications (AFT) product line. Sangoma gateways are tightly integrated and easily scalable, resulting in a comprehensive toolset for creating robust, cost-effective, and flexible solutions.
 
VICIDial is a complete open source inbound and outbound call center suite. It can operate as an ACD for inbound calls or for calls coming from another agent, and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone. Today, there are over 700 installations of VICIDial in production in over 70 countries around the world, some with over 300 agent seats, and several with multiple locations.

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

Edited by Michelle Robart

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