VMWare, Mitel leverage voice virtualisation

Mitel and VMware recently unveiled Virtual Mitel Communications Director (Virtual MCD), part of the Mitel Virtual Solutions software portfolio as well as the first customers to deploy Virtual MCD, reports Business Solutions.

Virtual MCD is the first real-time voice application designed for the VMware vSphere 4 platform. As a virtual appliance, Virtual MCD is a software package download that runs on VMware vSphere 4, enabling customers to seamlessly access and install Mitel's call control software.

The solution leverages VMware vSphere 4 to enable customers to consolidate Mitel's voice applications alongside non-voice business applications in the data centre.

RightNow Technologies, a vendor of customer experience management software, has unveiled the latest edition of its on-demand solution designed to help firms tap the social Web and thereby improve customer support and drive product innovation, writes Computing.co.uk.

RightNow CX features several enhancements to the social experience pillar of the firm's Customer Experience Suite, falling into two main categories, according to chief solution officer, David Vap.

"We think you need to have the capability to listen to and respond to community conversations occurring outside your own Web site, and the ability to build a community on your own turf. That's how our capabilities are bucketed," he explains.

Jacada, a provider of call centre solutions, has upgraded the version of its Jacada Workspace 5.2, its unified desktop solution for customer call centres, states TMCnet.

The company says the solution, which integrates applications and communications channels into a single hub for the call centre operator, has been extended with additional automation capabilities and interface upgrades designed to streamline the effectiveness of customer/call centre interactions.

The solution also provides interaction management and basic reporting capabilities.