News : Telax Releases Tenth Version of Call Center Software
Toronto, Ontario, March 30, 2012 -- Telax, a provider in hosted contact center solutions, today announced the release of their Telax Call Center Agent (CCA) version 10.2. Significant changes to the software include integration with Microsoft Lync and a redesign of the user interface.
"Some of these updates are requested by our customers and some are updates we decided to include ourselves," said Mario Perez, President of Telax. "With collaboration programs such as Lync becoming more and more popular, we wanted to be sure that our customers are ready to leverage this trend within their contact center."
Integration with Lync was a major upgrade for Telax’s Call Center Agent. The software now supports single sign on (SSO); identifies Lync users’ presence; and delivers advanced IVR, ACD, and reporting capabilities to Microsoft’s flagship communication product. Version ten also includes audible alerts for chat sessions so that agents are immediately aware of an incoming chat message.
Integrating with Lync and putting more focus on chat sessions allow agents to interact with other employees, customers, and partners in a quick and efficient manner, saving time and resources for both customers and employees.
Another feature new to Telax’s CCA is the Click-To-Dial add-on. It allows agents to dial a number directly from an Internet Explorer window. These calls are placed, reported, and recorded as any other outbound call would be, but without the need to input the numbers manually.
"Technology is always evolving, so our solution is too. And of course as it gets used, our customer’s have specific requests," said Perez. "We’re always looking at ways to improve our customers’ operations. And there are no upgrade fees for these new capabilities, because really, we’re just delivering on the promise of cloud computing."
Posted by Veronica Silva Cusi, news correspondent
Published: Monday, April 02, 2012
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