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Smoothstone Unveils Intelligent Call Control™ (ICC)
LOUISVILLE, Ky (August 20, 2007) — Smoothstone IP Communications, the leading provider of managed enterprise IP communications, today unveiled its new Intelligent Call Control (ICC) platform. This completely integrated solution changes the face of ACD technology, by providing advanced features previously available in only the most sophisticated systems. ICC´s unmatched flexibility — combined with its centralized delivery model — create a unique, highly survivable, infinitely scalable and enterprise class call center solution. As a network–delivered service, ICC is now available to any organization, regardless of its size, as ICC requires no customer purchased equipment, is priced according to client organization size, and can be customized to fit each organization´s individual needs. ICC can interface with customer IP phone handsets or a Cisco CallManager on a client´s premises.
“The addition of Intelligent Call Control to our already industry leading IP communications platform further differentiates Smoothstone from all of the other, one–size fits all, plain vanilla offerings from “hosted VoIP” providers,” said Russ Maney, VP of Marketing with Smoothstone. “Now, mid size organizations can enjoy “the Smoothstone difference,” through an amazing call control toolset: powerful, customizable communication management capabilities, but without extra equipment or software to buy and the associated hassles. Smoothstone has always told clients: “We manage it, you control it.” ICC is another outstanding example of this.”
“Smoothstone literally changed how we do business. Our clients now get better service from a more efficient and flexible agent base,” said Lee Thomas, EVP of The Travel Authority, the largest representative in the American Express Travel network and one of the first Smoothstone clients to use the ICC platform. Now, with all of The Travel Authority´s 45+ locations on Smoothstone´s nationwide, private, MPLS network, all of its agents are part of one, nationwide, “virtual call center.”
Smoothstone Intelligent Call Control includes Smoothstone Call Director and three other productivity-enhancing modules that can be added to any client's customized solution:
- Smoothstone Call Director — Enables organizations to configure flexible and customized call routing rules and then dynamically manage them across all of their locations. This powerful, every day management tool also provides indispensible business continuity capabilities, as it can be used to instantly reroute any location's calls to any number of other destinations, should the need arise.
- Smoothstone Call Queuing — Enables managers to optimally distribute calls to queues made up of agents across multiple locations and then dynamically manage these queues and agents. Managers can view agents' statuses, move them into different queues, change overflow rules and choose from several different call distribution methods.
- Smoothstone Call Monitoring — Enables managers to listen in real time on employee calls, for training, quality assurance or other purposes, without disrupting the call or being right over the employee's shoulders.
- Smoothstone Call Recording — Enables client managers to selectively record individual calls or record all of an employee's calls. Recorded calls can then be searched, retrieved and replayed, as well as downloaded to any storage media.
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