The Global Association for Contact Center Best Practices & Networking

LAS VEGAS (CHANNEL PARTNERS CONFERENCE & EXPO) and SAN DIEGO - March 14, 2011- Telcentris(R), Inc., a cloud communications provider and creator of VoxOx(R) announces the commercial availability of Hosted Contact Center, its next-generation hosted solution for inbound and outbound call center management. Telcentris upgraded from its former contact center solution to a brand new, feature-rich platform in order to enhance customer experience and provide more competitive pricing. Designed specifically for the cloud, the new platform boasts functionality such as: inbound Automatic Call Distribution (ACD), predictive dialing, call recording and monitoring, full Customer Relationship Management (CRM) integration and more. Unlike most competitors, Telcentris offers both hosted contact center and hosted IP-PBX solutions, which work together seamlessly thereby providing centralized billing, support and a single point of contact for the business' overall phone system needs. Telcentris' Hosted Contact Center solution requires minimal upfront investment, and can be deployed in a matter of days by businesses of any size, though it is particularly well-suited for small and midsize companies.

"Customer feedback drives the evolution of our products and services, and we’ve incorporated the valuable input we’ve received to advance our contact center solution," said Rob Lewis, VP of product management at Telcentris. "As our hosted PBX and SIP trunking offerings integrate seamlessly with our hosted contact center, we are able to provide customers a truly unified solution that solves inbound and outbound call center requirements, while simultaneously addressing the organization’s overall telephony needs."

Companies often use multimedia contact centers to interact with their customers and/or disseminate information. Many businesses solely leverage the inbound call center functionality for funneling customer support calls and other incoming inquiries. Others seek outbound call center features to conduct outbound call campaigns for the purposes of telemarketing, surveying, distributing election information and more. Some businesses have needs in both areas. Telcentris’ Hosted Contact Center solution addresses a spectrum of customer requirements, offering packages with any combination of the following feature highlights:

• Inbound ACD – Full automatic routing capabilities useful for validation of callers, call forwarding, balancing the use of phone lines, and other services. Advanced routing features include: Skills-based routing, geographic call distribution, and self-service complex Interactive Voice Response (IVR).
• Outbound Predictive Dialing / Preview Dialing – Able to support thousands of simultaneous call center agents, significantly more than most six figure legacy premise-based solutions.
• Call Recording and Monitoring – Available for both inbound and outbound calls. Additional tracking features include: real-time statistics, real-time reporting, detailed reporting and more.
• CRM Integration – Contact center API can be used to integrate with any number of third-party applications and CRM packages, including Salesforce.com.
• Other features include: Unlimited queues, event-based messaging, web-based administration, CTI/screen pops, live chat, click-to-talk / click-to-queue, reverse matching, robust scripting/survey engine, DTMF queue events and much more.
  
  As a hosted solution, Telcentris’ contact center offers customers a variety of advantages that enable them to compete with larger competitors without the capital expenditures associated with premise-based equipment. First of all, the hosted call center solution can be deployed within a matter of days – not months like many on-premises solutions. Second, there is only one network (which Telcentris maintains), so a customer’s IT productivity is enhanced and deployment is faster and easier. Third, the completely customizable solution can scale easily for changing call volume needs from just a few agents to thousands, either centrally located or distributed throughout a unified network. It is fast and affordable to add call center seats for a temporary period, such as the holiday shopping season, and then remove the additional seats any time.
  
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About TelCentris :
TelCentris® is an innovator and global provider of advanced unified communications solutions and hosted IP phone services. TelCentris built and operates a massively scalable service delivery platform in the cloud that provides next generation solutions for business, consumer and wholesale markets. The company offers the most comprehensive, fully hosted contact center in the industry, as well as hosted IP phone services; SIP trunking; and more. In addition to operating its own IP network, TelCentris is rolling out a national CLEC (competitive local exchange network) that enables the company to provide more secure, reliable and cost effective end-to-end solutions than similar providers. TelCentris is based in San Diego with development offices in Costa Rica. For more information, please visit www.telcentris.com and www.voxox.com .