Tata intros cloud-based call centre
The offering is expected to be popular with operators of large call centres with multiple sites in different countries, said Christian Michaud, senior VP of product marketing and business development for global voice solutions at Tata Communications.
According to Telecompaper, routing takes place over a single IP platform. The on-demand, pay-per-use routing and distribution platform is based on the same all-IP core that powers the company's international voice network, covering 240 countries and territories worldwide.
Tata Communications' ICR and IVR services route calls based on customer prompts or pre-determined rules, to distribute calls to the global destination in relation to the time of day or day of week.
The Call Centre Clinic quotes Michaud as saying: “Taking ICR and IVR into the cloud is an obvious evolution for Tata Communications, as it brings together two of our core competencies - our global voice network and our managed services capabilities.
“Our customers have told us there is a clear advantage in being able to seamlessly link these services around the world without resorting to complex procedures and integrations. This, in turn, allows our clients to support their own customers and applications in the most beneficial way for their businesses.”
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