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3Com ties up with CMC to start contact centers
By siliconindia
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Monday, 15 September 2008, 18:24 IST
Bangalore : 3Com, a provider of secure converged networking (SCN) solutions for enterprises of all sizes, has signed a contract with Vietnam based telecommunication service provider, CMC Telecom , to outfit two state-of-the-art contact centres in Vietnam with the latest IP contact centre solutions from 3Com.
The two contact centres, located in Hanoi and Ho Chi Minh City (HCMC) and staffed by 70 and 80 agents respectively, will use the 3Com Switch 5500 family of switching solutions, 3Com VCX IP telephony platform, 3Com Epic IP Contact Centre platform, 3Com 3102B business IP phones, and the EvoIP+ Call Recording solution to enhance the customer and agent experience, and increase productivity and meet customer service level agreements (SLAs).
3Com's proposed design will give CMC Telecom a highly available and reliable architecture for call processing and critical applications such as IP messaging (comprising integrated voicemail, inbound fax, email and chat), IP contact centre, and voice recording requirements in geographically dispersed Hanoi and HCMC. Extraordinary flexibility in balancing availability with bandwidth utilisation is also attained by situating individual servers for each application at Hanoi and HCMC locations throughout the network. In addition, the easily scalable system provides video and desktop sharing for multi-party sessions, and presence via centralized and controlled availability.
The EvoIP+ solution extends the benefits of the 3Com VCX IP telephony platform to let CMC Telecom capture telephone conversations and store them on networked storage for archiving and playback. The software's station-side passive recording feature permits taping of speech data at each IP phone, recording of internal and external calls, recording of specific IP phones, and decoding of SIP for additional call details.
