Hosted Solutions

CTI Group Partners With BroadSoft to Launch New Hosted Call Center Solution

26 Oct, 2012

CTI Group (Holdings) Inc., a leading developer of telecommunications solutions for fixed, mobile and converged communications, today announce a new partnership with BroadSoft as an integral part of their new Call Center Xpress solution.

The Call Center Xpress, which is being launched at BroadSoft Connections 2012 in Scottsdale, Arizona October 21-24, allows telecommunications service providers to deliver a feature-rich, end-to-end and fully scalable hosted call center solution to enterprise customers. An essential element of these cloud-based services is CTI Group's SmartInteraction Suite; a suite of recording and analytics solutions for contact centers.

SmartInteraction Suite for Broadworks includes a complete portfolio of Contact Center solutions including:
SmartRecord - Hosted Call Recording with full Recording  Dashboard
SmartCapture – Hosted Screen Capture for call handlers in any location
SmartEvaluate - Hosted Agent Evaluations for call handlers in any location
SmartListen – Real-time Speech Analytics, fully integrated into the workflow from any location
SmartPulse – hosted, real-time monitor and dashboard for the entire Contact Center across all locations

SmartInteraction Suite for Broadworks offers enterprises the opportunity to revolutionize the deployment and management of their contact centers:

  • A Carrier friendly service – easy to deploy and manage across a large population of end users, SmartInteraction Suite was designed for carriers by CTI Group, a carrier software company to ensure high margins but low operating costs.

  • Opens up a $1B per year market – SmartInteraction Suite means enterprises no longer need to invest $1,000 per seat capex to deploy a contact center, but can deploy it as part of any phone system from their carrier on a subscription of a few dollars per month.

  • Scalable Solution – supports enterprises with Contact Center requirements from small local, to large distributed businesses, including verticals such as government, education, health and financial services.

  • Real-Time speech Analytics  as a per user license – calls can be filtered and analyzed as they take place, no matter where they occur; ensuring both quality and legal requirements can be checked and managed on every call by every agent.

  • Open Architecture – opens up the Work Force Optimization market to create a smart ecosystem of new solutions

The new Call Center Xpress further establishes CTI Group's SmartRecord in the marketplace as a trusted hosted call recording solution. SmartRecord features are deliverable to multiple market segments from a single cloud implementation by enabling licensing the way Service Providers work.

BroadSoft Director of Product Management, Paul Adams, on why they chose SmartRecord for the Call Center Xpress, "Our long-standing relationship with CTI Group has enabled both companies to collaborate closely on Call CenterXpress which will enable our service providers to increase their revenues, by replacing inefficient and expensive premises-based call centers with high functionality, cloud-based contact center solutions. The Call Center Xpress solution moves the needle in the adoption of hosted call centers by small to large enterprises"

CTI Group CEO John Birbeck is excited about the channel growth potential that comes from partnering with BroadSoft, "The partnership with BroadSoft is a strong endorsement of our product and our long standing commitment to developing applications tightly coupled to the BroadWorks platform. We are excited about the new opportunities that this partnership opens for us, enabling us to more strongly support the BroadSoft service providers to open new markets particularly in the expanding hosted contact center market and the regulated markets such as financial services. These markets are all moving towards cloud-based solutions. In fact, 'Gartner' predicts 75% of all contact centers will incorporate cloud technology by 2013 – this partnership could accelerate that change."

Those attending BroadSoft Connections will be able to see SmartRecord live as CTI Group will be exhibiting at BroadSoft Connections in booth 14 and will be spotlighted on October 23 at IP Live!

For more information about SmartRecord, please visit http://www.ctigroup.com.