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News : Telecommunications Provider Selects Spoken Call Center Solution
Bellevue, WA November 5, 2013 -- Spoken Communications, provider of the Avaya-based cloud platform for contact centers, announces that the Philippine Long Distance Telephone Company (PLDT) has selected Spoken’s cloud-based call center technology to power its Call-Center-as-a-Service (CCaaS) solution. Based on a platform developed by Spoken, PLDT’s CCaaS provides a full-featured and robust suite of telecommunications applications designed to benefit outsourcing operations and increase the virtualization of communication operations in the region.
In the new era of cloud-based efficiency, Spoken’s cloud-hosted infrastructure enables PLDT to offer scalable and flexible call center solutions to enterprises and outsourcers looking to avoid the long, arduous steps of infrastructure purchasing and installation. The fully redundant and robust platform provides all the functionality necessary to support today's active contact centers, including an Automated Call Distribution (ACD) system, which can easily integrate with a wide variety of call center platforms. PLDT’s CCaaS solution also provides add-on modules for call routing, Interactive Voice Response (IVR), end-to-end call recording, screen capture, disaster recovery and performance management, including live call monitoring, call data visualization and agent evaluations. Also available are professional services for a seamless integration of back-office applications from multiple platforms.
"Industries that rely heavily on their contact center operations depend on the security and reliability of PLDT’s fortified network," said PLDT EVP and EICB Head Ernesto R. Alberto. "Our Cloud CCaaS offering is a highly flexible solution that easily evolves to match the changing contact center needs of enterprises, and seamlessly integrates into existing infrastructures. This launch exemplifies the kind of cutting-edge ICT solutions that PLDT is rolling out and demonstrates our ability to consistently think ahead and exceed the expectations of our clients – not just merely meeting their requests. With their long history with BPOs and call centers, Spoken got to the heart of the things that matter most to call center operations. We look forward to this new cloud-based technology."
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About Spoken Communications:
Spoken Communications is a provider of Cloud based call center as a service (CCaaS) solutions. Currently supporting over 2,000,000 minutes per month in hybrid human-assisted speech recognition, call recording, and virtual phone switch and distribution systems.
About Philippine Long Distance Telephone Company:
Founded on November 28, 1928, Philippine Long Distance Telephone Company (PLDT) is the leading telecommunications provider in the Philippines. Through its three principal business groups - fixed line, wireless, and information and communication technology - PLDT offers the largest and most diversified range of telecommunications services across the Philippines’ most extensive fiber optic backbone and fixed line, cellular and satellite networks.
Published: Wednesday, November 6, 2013