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News : BroadSoft’s New BroadWorks Collaborate Platform Enhanced
Indiana IN, Oct 13, 2014 -- CTI Group (Holdings) Inc., a global provider of carrier-grade software solutions and services which empower organizations through communication analytics, are pleased to announce the latest features added to its SmartRecord(R) solution which will enable BroadSoft’s new BroadWorks Collaborate™ unified communications platform users to add both video and instant messaging to their functionality. This latest version of SmartRecord(R) incorporates a number of other key features which were developed in direct response to the growing need to supply recording solutions to multi-channel contact centers.
A multi-channel contact center is one that accepts communication from its customers via numerous unified communication channels. The most prevalent of these channels is still telephone use, but customers, particularly younger, more tech-savvy individuals, increasingly use email, chat services and social media to interact with contact centers.
This latest version of SmartRecord(R) sees an expansion in capability to support instant message recording from the new BroadWorks Collaborate™ unified communications platform. This extends the text-based message recording capabilities already available within SmartRecord(R) that allow for communications to be captured from SMS/MMS, other chat services, and social media sites. Video recording has also been added, allowing audio and video to be captured from video-enabled handsets. The video recording feature includes support for BroadWorks systems and Polycom Real Presence Capture Server.
Posted by Veronica Silva Cusi, news correspondent
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About CTI Group:
CTI Group, through its wholly owned subsidiaries, develops, markets, and supports telemanagement and billing solutions for corporate users of telecommunications services. In February 2001, CTI Group merged with Centillion Data Systems, Inc. and Celltech Information Systems, Inc., creating an expanded multinational marketing presence, shared advanced technology development programs, the ability to apply proprietary billing analysis software to these programs, and convergent billing capabilities, creating a provider of software and services.
Published: Wednesday, October 15, 2014