The IP contact center company, Nuasis Corporation, has released the 2.0 version of NuContact Center, a next-generation software for handling customer inquiries via the phone, e-mail, web and fax.
This release includes new capabilities, such as SIP integration with third party IVR; Integration with third party Fax applications; Integration with third-party monitoring and alert applications for sharing agent/contact activity statistics; agent capacity increases; and CRM integration.
The extensibility of the NuContact Center allows us to deliver the features that our customers want today and easily integrate the NuContact Center with applications already deployed in the call center such as IVR, workforce management software, quality monitoring systems, and CRM applications. explained Peter Monaco , vice president of engineering, Nuasis Corporation, formerly vice president of application engineering and founder of Nuance Corporation.
The Company has reported that 100 percent of its customers are integrating the NuContact Center with CRM applications. For Nuasis customers, no costly hardware, middleware or support services are required. Furthermore, no complex and costly professional services are required. CRM vendor integrations to date include Siebel, PeopleSoft, Remedy, Oracle, Microsoft, and others.
As one of the first NuContact Center customers deploying 2.0, Im consistently amazed by the flexibility of this product. Because of this software-only architecture, Nuasis has a distinct competitive advantage – it can quickly and easily respond to customer demand for specific contact center application integrations. Development of self-service applications, for example, took just a couple of days on Nuasis internal IVR, not multiple weeks to months, said Frank Kaiser, director of the Kitty Hawk Cargo call center . Kitty Hawk Cargo is a division of Kitty Hawk, Inc., the premier provider of guaranteed, mission-critical, scheduled overnight freight transportation.
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