News : CreaLog Improves Call Center Technology with Dialogic’s PowerMedia
Parsippany, NJ, United States, May 21, 2014 -- Dialogic, Inc., the Network Fuel(R) company, company, announces that CreaLog is using its PowerMedia™ XMS media server software to allow customers to have face-to-face conversations with agents through its call center.
CreaLog is using the WebRTC capabilities of PowerMedia XMS to provide a video call option, integrated in Crealog’s multichannel contact center software solution, so people can speak directly with agents without the use of additional software. PowerMedia XMS’s cloud-ready form gives CreaLog the ability to deliver seamless customer-to-agent real-time communication services for its tier one and tier two carrier and large enterprise clients.
"Our top-tier carrier and banking industry clients have to constantly stay ahead of their competition with new ways to improve customer retention. Hassle-free, face-to-face customer service calls are on the top of the must-have list," said Michael Kloos, managing director of CreaLog. "In less than a month of development time, Dialogic’s PowerMedia XMS with WebRTC gave us a smart and efficient way to add video to our CreaLog Contact Center Software."
"Video for contact centers is poised to be not just what customers want, but what they expect. And contact centers are seeking the fastest way to provide real-time video telephony to address this demand," said Andrew Goldberg, senior vice president for marketing and strategy at Dialogic. "By leveraging PowerMedia XMS, CreaLog Contact Center Software demonstrates that WebRTC helps rapidly add captivating video telephony capabilities to mission-critical multi-channel contact center environments."
Posted by Veronica Silva Cusi, news correspondent
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Dialogic is a provider of technologies based on open standards such as host media processing and other multimedia products that enable its customers and partners to deliver mobile, video, IP, and TDM solutions for Network Service Providers and Enterprise Communication Networks.
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