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.”

The following two tabs change content below.

admin

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam dignissim magna vitae dui posuere eu feugiat augue eleifend. Fusce sed tincidunt quam. Donec varius aliquam metus ut semper. Donec augue purus, feugiat interdum malesuada vel, aliquet quis massa. Nulla facilisi. Nam vel ante quam, et tincidunt dui. Maecenas venenatis libero eu nulla tincidunt et accumsan velit sodales. Nam congue mauris et felis porttitor blandit. Nam eget tempor massa. Nullam suscipit gravida eros, ac suscipit magna feugiat sit amet.

Latest posts by admin (see all)