Technology news and Jobs 
VIRTUALISATION IPscape launches 'Avalanche Calling' via the cloud
VIRTUALISATION IPscape launches 'Avalanche Calling' via the cloud | IPscape launches 'Avalanche Calling' via the cloud |
|
| by Stuart Corner | |
| Tuesday, 18 August 2009 | |
  
Featured Whitepaper
5 Best Practices for Smartphone Support
Self-service mode uses caller ID information, or customer entered ID numbers, to provide instant service update messages associated with each caller's number, or with the numbers they have entered. The resulting customised messages can be delivered as voice or SMS messages that are created on-the-fly based on customer input and relevant information. According to IPscape, "Real-life testing has shown this level of information is sufficient for around 95 percent of callers. The remaining five percent are then passed to call centre agents as they become available." The service is designed for utilities, insurance companies or any service provider that can experience large, unpredictable spikes in call volume. IPscape CEO, Simon Burke, told iTWire that the service was being used by a Victorian utility which had completed six-months of successful real-life testing. "Unfortunately they won't let us use their name. Normally they get 700 calls a day. During the Victorian bushfires that went up to 30,000." Burke said that IPscape would normally agree with a customer on a maximum burst level to be handled, and dimension for it, but if volumes exceeded this, "we can get additional capacity from our providers, Soul and Optus, within a matter of hours. That’s the benefit of using SIP." Burke said that IPscape had been formed in late 2005 by a team of ex BT executives that had been responsible for its Asian call centre and used largely proprietary software to support its hosted call centre services. He claimed that software from the leading suppliers - Avaya, Cisco, Genesys and Nortel - would be unable to provide the ability to ramp up rapidly to meet large demands without massive investment in the underlying hardware. He said IPscape had about 1100 call centre seats using its service, up from 400 a year ago.
This article first appeared in ExchangeDaily, iTWire's daily newsletter for telecommunications professionals. Register here for your free trial.
 |
Tags
| < Next story in category | Previous story in the category > |
|---|
