Telcentris launches Hosted Contact Center platform
US telephony company Telcentris has launched the Hosted Contact Center at the Channel Partners Conference & Expo. An enhanced hosted system for inbound and outbound call centre management, it is designed specifically for the cloud. It features inbound Automatic Call Distribution (ACD), predictive dialling, call recording and monitoring and full Customer Relationship Management (CRM) integration. Telcentris offers both hosted contact centre and hosted IP-PBX systems, which work together thereby providing centralised billing, support and a single point of contact for the business’ overall phone system needs. Full automatic routing features enables validation of callers, call forwarding, balancing the use of phone lines and other services. Advanced routing features include skills-based routing, geographic call distribution and self-service complex IVR. The product is able to support thousands of simultaneous call centre agents and is available for both inbound and outbound calls. Additional tracking features include real-time statistics, real-time reporting and detailed reporting. Contact centre API can be used to integrate with any number of third-party applications and CRM packages, including Salesforce.com.
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