Product category:
Networking Hardware
News Release from: Pika Technologies | Subject: Media processing building blocks
Edited by the Electronicstalk Editorial
Team on 02 June 2005
Call centre platform builds a
breakthrough
Analogue and digital network access boards and software from Pika Technologies are incorporated in the ContactIP platform for call centre automation.
C3Gateways is a Montreal-based telecomms systems innovator The company's breakthrough ContactIP platform is described as a quantum leap in telephony, delivering new and powerful assisted automation solutions to the call centre world
This article was originally published on Electronicstalk on 14 Apr 2005 at 8.00am (UK)
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Pika Technologies media processing building blocks, designed specifically for the intelligent gateway market, offer viable solutions that can be deployed today, with flexibility for further evolution.
Pika Technologies' media processing building blocks inside ContactIP directly contribute to this breakthrough technology.
ContactIP tailors the right "mix" of automated and human responses to suit each customer transaction resulting in increased customer satisfaction and improved productivity.
ContactIP applies workflow concepts to enable time-saving, skills-based routing of real-time conversation between customers and agents in a contact centre.
Further reading
Fax boards transmit on 96 channels
Pika Technologies has improved high-density fax capabilities available through its range of media processing building blocks.
Software development takes VoIP onboard
The forthcoming release of the Pika MonteCarlo software developer kit will allow application developers to design cost-effective VoIP-enabled voice and fax solutions for their customers.
ContactIP is composed of five modules, one of which includes a voice gateway.
Analogue and digital network access boards and software from Pika Technologies are incorporated in ContactIP's voice gateway.
The boards and software enable conferencing services, play and audio streaming for recording capabilities, which are necessary for ContactIP to seamlessly blend live and prerecorded assistance.
C3Gateways' partner Phocus Solutions delivers call centre services for brand name North American retailers.
The company has been using ContactIP with great success.
"ContactIP empowers our agents to deliver just the right service for the ideal customer experience".
"It also enables us to achieve growing productivity gains of 30% while enhancing our agents' ability to be more focused on sales as well as creativity in an improved work environment", said Steve Ondrick, Vice President, Phocus Solutions.
"We chose Pika Technologies' reliable media processing building blocks for several reasons", explained Peter Krnjevic, Chief Technology Officer, C3Gateways.
"What we planned to do was truly ground breaking so we wanted to partner with technical experts".
"As well, Pika Technologies has a reputation for being easy to do business with and willing to go the extra mile to help their customers succeed with their technology".
"Since ContactIP was to be revolutionary, we wanted a partner that would be willing to provide extensive technical support quickly".
"We have been thrilled with their technical knowledge and willingness to roll up their sleeves at any time of the day".
"Contact centres looking for that competitive edge will find it in C3Gateways ContactIP", said Terry Atwood, Vice President Sales, Marketing and Customer Care.
"ContactIP is a technically brilliant application that will set the standard for call centres".
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