TouchStar Call Centre Software has today announced UK customers are now benefiting from SIP technology after a six month period of successful implementation within a number of their South African customers providing outsourced operations. TouchStar is the first dialler supplier to small and medium sized call centres to deliver SIP based functionality in addition to the current ISDN offering. SIP enables contact centres to increase levels of customer satisfaction through multi-channel contact including voice, audio, text, data or video and allows for greater flexibility, scalability and integration along with cost efficiencies.
To facilitate this, TouchStar announced the deployment of next generation multimedia application boards with their TouchStar call centre system earlier in the year, with the ability for small and medium sized contact centres to reap the benefits of VoIP connectivity beyond purely cost savings. The new technology is a major step forward for TouchStar.
The development provides a number of benefits for TouchStar customers. These high density boards decrease platform cost by reducing the number of servers required, reduce energy consumption, and decrease the probability of platform failure with less hardware. The use of VoIP as a strategy allows the management of multiple contact centres from a single console, allows agents to be sat in disparate locations all connected to the same server and of course enable home working.
The first UK TouchStar customer to benefit from SIP was Neo Media Solutions, a data management company. IT Director, James Childs commented: “SIP is a massive development within communications and as we have acquired a call centre system that is SIP-enabled, it has opened up a range of possibilities. Naturally there is the multi-channel element but this also means we can connect our centres together and can be operated by a single call centre manager. The developments also make the system more versatile and generally more cost effective which in the current difficult economic climate must be of paramount importance to any call centre operation.”
TouchStar CCS Managing Director Dave Fricker added: “SIP is clearly going to be around for a very long time and our new technologies in effect future-proof our call centre solutions for any new developments. We have added SIP capability to our traditional ISDN offering and we are totally committed to supporting all customers operating on that using our Dialogic boards.”
