ATIO Corporation recently launched a Linux version of CyberCall, an intelligent call routing solution on an open source platform. The demand for the CyberCall solution was in response to local market demand for a cost-effective and scalable enterprise solution.
The CyberCall open source solution offers businesses a functionally rich contact centre solution at a lower cost than other products on the market. This solution is well suited for both small and large organisations," said Almarie Leimecke, director of customer services at ATIO Corporation`s Cape Town office.
Its licensing costs are Rand-based and substantially reduced due to the solution operating off an open source platform. An added benefit is the fact that the system is not dependent on pricey third-party imported middleware.
According to Leimecke: "Its competitive advantage is intelligent routing on an open source platform with no third-party products to support. It reduces the IT spend and migrates an organisation`s call centre solution to a cost-effective and stable open source operating system."
CyberCall offers a full suite of computer telephony functionality. It is a scalable, modular and switch independent solution with the functionality of a best-of-breed call centre solution, including PABX, intelligent routing, multimedia interactivity and integrated voice response (IVR) capabilities. It also provides real-time and historical reporting of all call centre metrics to support workforce optimisation. CyberCall is built on open standards for easy integration with all back-office systems, including Nortel and Siemens solutions. Although the current database runs off an SQL platform, there are plans to migrate the database to an open source platform in the very near future.
CyberCall is a first of its class ATIO Corporation owned product. It was initially built in the 1990s and ran off a Microsoft platform. It was modified in 2006 to operate in conjunction with the Asterisk open source PABX solution.
ATIO has already successfully implemented CyberCall within the Metropolitan Health Group. There was a quick turnaround in the installation of this Linux-based intelligent routing telephony solution to ensure that the Metropolitan Health Group call centre could go live with CyberCall in June 2006.
"The Metropolitan Health Group was looking for a cost-effective enterprise solution for their contact centre whose business was growing towards increased call volumes. They did not want to be burdened with high licensing costs and had already begun moving their back-end and administration servers to a single HP Unix platform. With CyberCall, Metropolitan Health Group gained a single platform, open source solution with single vendor support," said Leimecke.
"ATIO quickly and successfully migrated their software onto our Asterisk platform. The implementation went smoothly and without any significant issues. We are very pleased to have this as an option in future," says Rod Russell, IT Infrastructure Manager at Metropolitan Health Group.
ATIO is a leading black empowered company specialising in ICT solutions and services for the contact centre market in southern Africa. CyberCall is the latest in ATIO`s stable of best-of-breed technology solutions for call centres.
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ATIO Corporation is a black empowered company specialising in ICT solutions and services. ATIO`s two business divisions - ATIO-Intelligent Business Solutions (IBS) and ATIO-Telecom Services - target clearly defined niches within the ICT market. IBS provides integrated contact-centre, CRM and messaging solutions and services. Telecom Services provides end-to-end network performance and revenue assurance testing solutions and services to mobile and fixed-line operators. ATIO Corporation`s solutions are widely used in South Africa, the rest of Africa as well as the European Union and the UK.
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