Smoothstone Releases Enhancements to ICC Hosted Contact Center Solution

Louisville, Ky (August 18, 2009) — Smoothstone IP Communications today announced a series of enhancements to its popular Intelligent Call Center (ICC) Hosted Contact Center Solution with Version 3.2.

First announced in 2006, Smoothstone´s ICC platform has allowed clients to manage and optimize their entire organization´s call traffic–every office, agent and queue, regardless of physical location–from a secure and easy–to–use Web portal. With ICC, companies can combine geographically–dispersed employees and multiple call centers into one highly–efficient, nationwide call center.

The latest enhancements and features include:

  • Agent Desktop Application–provides access to real–time queue/call statistics, taskbar alerts and the ability to change status on the fly. It also includes a full–featured chat application and screen–pop functionality based on a client–customized URL.

  • Advanced Routing Capabilities–enables new Geo–Routing functionality, like area code, prefix or ANI–based routing, which can be used as stand–alone rules or in conjunction with Time–of–Day routing.

  • Refined Reporting Capabilities–delivers enhanced call flow reporting, real–time reporting statistics, and report detail linked to call recordings–all through a clean, newly–redesigned interface.

 

“I could write a book on what this tool has done for us, especially in these trying economic times,” said Timothy Busbice, IT Manager at AVAD, LLC. “ICC is very easy to use and allows us to monitor our 52 sales queues throughout North America, identify issues instantly and reroute our traffic in literally seconds–before small problems become major issues. Smoothstone has given us the ability to be our own phone company with all the features this reliable tool provides.”

“When we first designed ICC, we knew it would benefit contact centers, especially among mid–size enterprises,” said Shelly Godfrey, Chief Operating Officer of Smoothstone IP Communications. “This new upgrade to ICC is a result of real use and honest customer feedback from valuable clients, like AVAD. We couldn´t be happier that AVAD and our other ICC clients truly benefit from the latest version of our ICC application.”

 

Press Contact: Steve Simon, SS | PR, (847) 415-9347, steve@sspr.com

 

About AVAD, LLC

AVAD LLC, a wholly–owned subsidiary of Ingram Micro Inc., is the most complete custom electronics provider in North America. Offering customers the most trusted brands, AVAD stocks complete systems solutions for home theater, pro AV, lighting controls, distributed audio/video, central vacuum and more. Further, the company is dedicated to dealer education, training and skill advancement, as evidenced by AVAD University´s over 450 online and classroom continuing education classes held each year. AVAD ensures just–in–time delivery from each of its 28 North American facilities.

About Smoothstone IP Communications:

Smoothstone IP Communications is a nationwide provider of unified IP communications services to mid–sized enterprises. Smoothstone delivers Voice over Internet Protocol (VoIP), IP trunking, unified threat management, MPLS networking, contact center solutions, messaging and advanced collaboration tools as a unified suite of managed services and cloud based applications. Smoothstone´s scalable, on–demand applications & services can be integratedwith a customer´s existing network and telecommunications infrastructure, operational processes and employee activities, enabling a customer to migrate to unified IP communications as their business requirements dictate. For more information, visit www.smoothstone.com or call (800) 773.3037.