Category Archives: Call Center

BT discusses its interests in South East Asia

Cloud SEANothing better reflects the way the Cloud is changing the traditional parameters of telecom operators than BT’s presence at this morning’s Cloud South East Asia keynotes in Kuala Lumpur.

Thanaraj Kanagalingam, BT’s regional solutions director, joined the likes of SingTel, Telekom Malaysia and MDeC in presenting at the well-attended conference, where he set out BT’s strategic presence in the region, itself a microcosm of the UK’s most recognisable telco’s increasingly global strategy and reach.

In South East Asia specifically, BT has been active in the networked IT business for a number of years, via acquisitions of local players such as Frontline (Singapore-based IT consulting and services company), which has driven them towards an ICT and telecommunications convergence play.

Subsequently BT has extended itself into the contact centre line business – with very strong links to the airline industries – and is  now moving into what it is called ‘the Cloud of Clouds’ – positioning itself through partnerships with existing Cloud service providers, and providing a new array of digital services to enterprise customers.

“It’s all about network connectivity,” explained Kanagalingam, answering questions after his keynote. “A lot of enterprises here want to go out to a global market, so when they establish themselves in China, in India, and so forth, they need to have that connectivity. BT provides this from a network perspective, from a telco perspective. We partner with local partners in each of these regions but at the same time leverage our traditional framework.”

A focal point of BT’s global appeal is security (a topic that has predictably dominated numerous discussions at Cloud South East Asia). Specifically, the telco looks to draw on its strengths to provide a more secure connectivity to enterprise customers. “For us,” explains Kanagalingam, “service is encompassing hybrid intelligent network, world class leading security coupled with PAYG cloud computing solution.”

Evolve IP, NACR Partner for Unified Communications, Hosted Contact Centers

Today Evolve IP announced it has partnered with NACR, an independent integrator of communications solutions. With this agreement, NACR will leverage Evolve IP’s  unified platform to offer its customers cloud services including unified communications/hosted IP phone servicesvirtual servers, and call center solutions.

NACR serves over 5,500 clients from small businesses to Fortune® 100 and global enterprise clients. Through this relationship, NACR’s customers gain access to Evolve IP’s cloud services including:

  • Unified communications/IP phone systems that provide advanced features such as fixed mobile convergence (FMC), find me/follow me, unified messaging, HD voice, and more, all delivered as a cloud service but with the quality and control of on-site equipment.
  • Virtual servers that utilize Evolve IP’s private cloud infrastructure to reduce CAPEX while improving IT productivity. Evolve IP’s virtual servers leverage the scalability and failover of public cloud services while maintaining the privacy and security of dedicated environments.
  • Hosted contact centers that improve operations and customer service with intelligent routing and queues, call recording, call whisper, and every major feature needed to run a best-practice call center.

8×8 Gets New Contact/Call Center Patent

8×8, Inc. today announced that it has been awarded a new patent related to its contact/call center technologies. On September 25, 2012, the U.S. Patent and Trademark Office issued United States Patent number 8,275,116, entitled “Networked Contact Center.”

The patent relates to, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments of the invention include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. The invention also enables the networked contact center platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.

Since its establishment in 1987, 8×8 has been awarded eighty-three (83) United States patents covering a variety of voice and video communications, signaling, processing and storage technologies.