Megafon intros video call centre

The Siberian branch of Russian mobile operator Megafon introduced a video call centre, MultiFon, reports Tech Zone.

The SIP-based and open source system will allow customers not only to hear but also to see a specialist and subscribe to services in real time. To contact a call-centre specialist through video chat, a subscriber must install MultiFon, connect a computer microphone, headset and Web cam.

The service is based entirely on open source software: OS Ubuntu Linux and Asterisk, and in the workplace the operator uses the client software Linphone. The service is provided free of charge.

An Australian wine retailer will deploy the Interactive Intelligence, all-in-one IP communications software suite, Customer Interaction Center (CIC), at its new contact centre in Surry Hills in inner Sydney, reveals PR Wire.

Interactive Intelligence Elite partner, CallTime Solutions, won the competitive tender to deploy the CIC next-generation telephony platform, which will support growing sales and enhance service to more than 360 000 Cellarmasters customers.

The SIP-based CIC solution will provide Cellarmasters' new Surry Hills 200-seat contact centre and the organisation's 100 business users with functionality for IP PBX, automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, presence management, multi-channel recording and blended dialling. It replaces the organisation's legacy PBX, ACD, call recording and dialler systems.

AT&T Government Solutions has been awarded a $286 million task order to deploy the Citizens Access Routing Enterprise through 2020 contact call centre solution for the Social Security Administration (SSA), says TMCNet.

The company says the award determination, made under the US General Services Administration (GSA) Networx Universal contract vehicle, will allow SSA to issue individual task orders to AT&T worth up to $286 million for an Internet protocol-based interactive voice response automation and contact call centre solution through SSA's national toll-free number.

According to AT&T, the Social Security Administration provides retirement, disability, and survivors' benefits through a nationwide, decentralised network of 1 500 offices, card centres, processing centres and other offices, supported by approximately 66 000 employees.