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Smoothstone Intros Version 3.2 of ICC Hosted Contact Center Solution
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Smoothstone Intros Version 3.2 of ICC Hosted Contact Center Solution

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August 19, 2009
By Anuradha Shukla
TMCnet Contributor


Smoothstone IP Communications reportedly has launched Version 3.2 of its popular Intelligent Call Center (ICC) Hosted Contact Center Solution.
 
Smoothstone's (News - Alert) ICC platform allows clients to manage and optimize their entire organization's call traffic from a secure and easy-to-use Web portal. ICC allows companies to combine geographically-dispersed employees and multiple call centers into one highly-efficient, nationwide call center. The company has included a series of enhancements in the new version:

 
A new Agent Desktop Application enables customers to access real-time queue/call statistics, taskbar alerts and to change status on the fly. This enhancement also includes a full-featured chat application and screen-pop functionality based on a client-customized URL.
 
Advanced Routing Capabilities allows new Geo-Routing functionality, which can be used as stand-alone rules or in conjunction with Time-of-Day routing.
 
Smoothstone has also included Refined Reporting Capabilities that deliver enhanced call flow reporting, real-time reporting statistics, and report detail linked to call recordings. All these are delivered through a clean, newly-redesigned interface.
 
Timothy Busbice, IT manager at AVAD is pleased with ICC as it is very easy to use. AVAD is a wholly-owned subsidiary of Ingram Micro (News - Alert) and the most complete custom electronics provider in North America. The solution allows them to monitor their 52 sales queues throughout North America, identify issues instantly and reroute their traffic in literally seconds.
 
“Smoothstone has given us the ability to be our own phone company with all the features this reliable tool provides.”
 
Shelly Godfrey, chief operating officer of Smoothstone IP Communications said they designed ICC to help contact centers, especially among mid-size enterprises.
 
The product has been successful and they have now upgraded it based on the honest customer feedback from valuable clients, like AVAD.
 
“We couldn't be happier that AVAD and our other ICC clients truly benefit from the latest version of our ICC application.”

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Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Tim Gray

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