Newstel is extending its capabilities in short message service (SMS), interactive voice response (IVR) and integrated automated and live call handling with C3 Apcentia technology.
This new order means Newstel now deploys 800 lines at its contact centre in Glasgow, UK. The Apcentia kit enables callers using the company’s IVR services, for example, to divert to agents in mid call.
“The equipment effectively helps us work with voice services as an integrated part of a multi channel communications campaign” said Jim Connell, communications and marketing executive at Newstel. “There is a surge in interest in automated and live call handling as an integral part of sales, marketing and CRM campaigns.”
Apcentia is a scaleable NT-based communications platform designed for network operators and service providers and large-scale enterprise/ council usage. It is widely used internationally by operators of calling card services, IVR services and value added network services.
C3 has installed over 150,000 lines worldwide for calling card, IVR, Audiotex, automated attendant, emergency response, contact centre and voice mail since 1990. The company is based in Cambridge, UK.