Software provides call center management for iPhone.September 3, 2008 -
Utilizing Apple's iPhone 3G and iPod touch, clients with Intelligent Call Control Suite can manage call queues across multiple locations in real-time, reroute calls to any other agent or call center location on-the-fly, and transfer held calls through drag-and-drop interface. Program lets users see instant statistics and analytics of call activity and agent performance, listen to live calls via Bluetooth headset or speaker, and record and review calls for training and quality assurance.
(Archive News Story - Products mentioned in this Archive News Story may or may not be available from the manufacturer.)
Original Press release
Smoothstone IP Communications
707 W. Main St.
Louisville, KY, 40202
USA
Smoothstone Releases First Call Center Management Application for Apple iPhone
LOUISVILLE, Ky., Aug. 25 /- Capitalizing on the highly successful adoption of Apple's new iPhone 3G on AT&T's nationwide wireless network, Smoothstone IP Communications has developed the first mobile interface designed to allow managers and executives to control their corporate call centers from anywhere in the world.
Utilizing the new technology available in Apple's iPhone 3G and iPod touch, clients with Smoothstone's Intelligent Call Control (ICC) suite can now use the mobile version of the revolutionary ICC application to easily:
-- Manage call queues across multiple locations in real time
-- Reroute any calls to any other agent or call center location on the fly
-- Transfer held calls through a drag-and-drop interface
-- See instant statistics and analytics of call activity and agent performance
-- Listen to live calls via Bluetooth headset or speaker
-- Record and review calls for training and quality assurance
With Smoothstone's new mobile ICC interface for Apple's iPhone 3G or iPod touch, clients are no longer bound to their desktop or laptop and can manage their call center infrastructure from wherever they are. Apple's new support for corporate security standards allows Smoothstone to provide a secure, enterprise solution for IT professionals everywhere.
This announcement comes a year after the initial launch of Smoothstone's ICC suite, a completely integrated solution that changed the face of modern ACD technology. A unique, highly-survivable, infinitely-scalable call center solution, ICC requires no customer purchased equipment, is flexibly priced according to client size, and is completely tailored to each organization's individual needs. ICC is a part of Smoothstone's comprehensive managed solution for mid- to large-size enterprises, which delivers next generation applications over Smoothstone's nationwide, private, MPLS network that utilizes proven Cisco Systems technology.
"Our new mobile ICC solution frees call center managers and executives from their workstations, so they can manage critical issues wherever they are," said Jeff Wellemeyer, Smoothstone's Chief Technology Officer. "With technology trending towards mobile-based interfaces, we knew this was something that would appeal to individuals on the go. Apple's iPhone 3G 2.0 software update incorporates enterprise-level security standards, allowing us to confidently offer this application to our clients. Smoothstone has always been an innovative leader in convergence technology; this application takes our mobile convergence strategy a step further, pushing it deeper into the enterprise to allow full call center management capabilities."
About Smoothstone IP Communications:
Smoothstone is the leading Managed Communications Services Provider for the mid-size enterprise, eliminating the need for clients to buy or maintain separate hardware and infrastructure for voice and data communications. Our strategic approach combines a global MPLS network, multiple data centers, and nationwide local dial-tone to deliver a superior unified communication platform. For more information, visit www.smoothstone.com or call (800) 773- 3037.
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