Business Weekly - Cambridge, UK

Milton Keynes-based provider of enabling technology for the communications market, Aculab is working with Amcat in Oklahoma City to develop a new enterprise IP contact center model enabling users to optimise customer traffic, use true anywhere-anytime agent and manage-ment resources, and increase per-contact revenue.

The US-based firm plans to release new generation contact centre software later this year, using Aculab’s Prosody X IP media processing platform which will be ideal for customers with multiple sites or mission-critical operations, the company said.

The software will enable users to tear down existing barriers that restrict organizations from using critical capabilities needed today, including contact routing and management over an enterprise and the effective operational control of distributed resources and home-based agents.

“Amcat is successfully pioneering the next generation contact center with its new way of thinking about customer interactions. In the coming months, Aculab will continue to collaborate with Amcat on ways to better our services and exceed the standard expectations of call centers,” said Alan Pound, Aculab MD.

“By partnering with Aculab and working together, we will be able to offer a more feature-rich IP-based solution that will help customers increase revenue, improve customer satisfaction and reduce costs,” said Amcat’s president, Richard Costello.