The Global Association for Contact Center Best Practices & Networking

EDISON, N.J., May 19, 2011 -- Comtel Global Services, LLC (CGS) is proud to announce CirriusImpact, a cloud-based hosted contact center, featuring the NICE SmartCenter suite of workforce optimization solutions from NICE Systems and the offering of Presence Technology. The CirriusImpact branded offering provides contact centers of all sizes with access to scalable, state-of-the-art solutions on a software-as-a-service (SaaS) basis.

CirriusImpact features hosted applications that provide multi-channel communication capabilities that enable customers to effectively interact with their clients via voice (inbound, outbound), email, web chat, SMS and social media channels. Users of the CirriusImpact platform can engage with customers in a high quality, real-time manner, resulting in highly effective interactions. Contact center managers benefit from capabilities such as branch scripting tools for outbound campaigns, voice and data interactions, call recording, quality management (QM), workforce management (WFM), Interaction Analytics (IA), real-time dashboards and customized reports.

"We are excited about this cooperation and our ability to leverage the proven capabilities of these leading solutions developed by NICE and Presence Technology that we now offer to our customers. Both of these award-winning companies have built stellar reputations through years of providing advanced contact center solutions which CirriusImpact is now making available as a hosted application service offering. There are great synergies achieved by combining these two solutions together in a hosted offering," said Yossi (Joseph) Teichman, President and CEO of CGS, LLC.

The unique capabilities of CirriusImpact's hosted offering allow for a high degree of deployment flexibility, making it adaptable to most any business environment:

•Support for environments that range from those entailing single channel requirements to those with highly sophisticated multi-channel communication requirements (Phone, IVR, Fax, Chat, Mail, Web Collaboration)
•Ability to deploy the solution as a fully hosted solution in the cloud, as an on premise implementation, or as a hybrid deployment
•Ability to implement the full application suite or just one application module as a stand-alone solution (such as WFM, IA, IVR, Outbound Dialer to name a few)

CirriusImpact provides advanced solutions that can be funded through operational costs at an affordable monthly rate, making them accessible to companies with limited capital expense budgets. "The benefit to customers is that the CirriusImpact solution does not require a large up-front investment, there are no hidden costs, the operations people have control over their campaigns, and the support burden on IT is greatly minimized," says John Franco, Executive Vice President, North America for Presence Technology.

"We are pleased to partner with CGS on the CirriusImpact offering. Through this cooperation, CGS customers can now leverage NICE solutions to impact every customer interaction, enabling personalized, real-time customer service that optimizes customer experience and drives revenues as well. We believe that the CirriusImpact offering will be of particular interest to companies in the small and medium size business market segments," said NICE's Yochai Rozenblat, CEO and President, Americas.

"CirriusImpact is ideally suited for organizations seeking rapid implementation and an immediate time to value through a cloud based, interaction management solution," concluded Mr. Teichman.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prnewswire.com

About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.

About Presence Technology:
Presence Technology is a software company specializing in advanced productivity solutions for the Contact Center. Since 2000, its software solutions have been helping clients to optimize their processes while increasing the efficiency of the interactions between companies and their customers. Featuring a highly-qualified team of subject matter experts, along with its network of strategic partners, the company has assisted its clients across Europe, South America, Africa and the U.S.