Mtel Selects Covergence to Manage Hosted Contact Centre

Covergence, the provider of next generation Session Border Control solutions, has announced that Mtel, a leading Dutch hosted contact centre services provider, has selected the Covergence Session Manager (CSM) to deliver a single point of policy enforcement for real-time applications used within its Whizper online contact centre services. The Covergence Session Manager will enable Mtel to increase the flexibility and scalability of its on-demand hosted contact centre services through utilising the advantages of the SIP protocol between customers’ contact centre and their remote agents. This provides significant cost savings and eliminates the need to route calls over legacy infrastructure and the public telephone network (PSTN).

Mtel provides an on-demand multi-channel contact centre solution for enterprises, providing ultimate flexibility, scalability and reliability. Mtel is using the session management features of the CSM to dynamically route calls, monitor Quality of Service (QoS), security, Network Address Translation (NAT) and collection of call detail records.

“When it comes to delivering hosted on-demand voice services to some of the region’s biggest companies, reliability, scalability and cost are all critical,” said Leon Schuurmans, CCO, Mtel. “It’s not enough to just have an IP architecture, you have to be able to control and manage it so you can be certain that you can deliver on your promised customer experience.”