ECT (European Computer Telecoms AG), vendor of complete solutions for value-added services in the voice and multimedia domain, today announced that Colt, European provider of integrated computing and network business services, has deployed a multi-country, managed contact centre service for its resellers based on ECT’s INtellECT® Next-Generation Intelligent Network and effECTive®…
ECT (European Computer Telecoms AG), vendor of complete solutions for value-added services in the voice and multimedia domain, today announced that Colt, European provider of integrated computing and network business services, has deployed a multi-country, managed contact centre service for its resellers based on ECT’s INtellECT® Next-Generation Intelligent Network and effECTive® Network-Based Contact Centre. The services are realized entirely in Colt’s next-generation IP network.
ECT provided the complete solution including multi-country support in five languages and complete reseller support, enabling Colt to make the services available to resellers’ business customers in Europe.
The state-of-the art call centre include features like network-based interactive voice response (Network-IVR), Number Translation Services (NTS), Automatic Call Distribution (ACD), PCI-compliant call recording, outbound campaigns and support voice, fax, and email.
The browser-based call center agent and manager workplaces allow agents anywhere in the world to access and process all communications from the browser of any computer, including caller history and associated data. Colt’s resellers can easily provision customers and tailor the call centre services to their individual needs, e.g. by integrating the customer’s own databases.
Customers can purchase the new offering preconfigured and for immediate use. Resellers can thus quickly realize highly innovative call centre services on a pay-per-use basis. This eliminates expensive premises equipment and lengthy integration and deployment projects.
Jim Ashton, Colt’s Head of Intelligent Network Services, commented: “We are very excited to be moving forward with the ECT technologies for our reseller contact centre solutions. Embedding the ECT solutions into our contact centre management infrastructure enables us to meet the increasing demands of our channel for pan-European network-based contact centre services, enabling them to build, manage and deploy contact centre services for their end-customers.
Francine Kavesh, Managing Director of European Computer Telecoms Ltd added: “Within the last twelve months we’ve seen a dramatic rise in demand for network-based contact centre services in the UK. Colt will be able to offer these through their extensive network of channel partners. At ECT, we have seen a marked increase in demand for a white label, multi-tenant, multi-tier, enhanced inbound capability fuelled by years of market consolidation through acquisition. Colt is in a great position to win this large aggregator/reseller market. Additionally, they are able to compete in multiple geographies using a robust, secure, highly available platform. For us at ECT, the successful cooperation with Colt further strengthens our position in the UK as well as in the continental market.”
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