inContact, a provider of on-demand contact centre software and agent optimisation tools, has formed a strategic partnership with Smoothstone IP Communications, a provider of cloud-based unified IP communications services.
The companies said that this partnership allows them move closer to their shared vision of enterprise communication tools delivered as cloud-based, federated services
inContact focuses on the routing needs of the contact centre, including skills-based routing, Integrated Voice Response (IVR) and Computer Telephony Integration (CTI). Smoothstone delivers VoIP services, IP trunking services, unified threat management, MPLS networking, messaging and collaboration tools as an integrated suite of managed services and cloud-based applications.
The partners claim that the strategic alliance will allow them to provide joint offerings to customers who demand enterprise grade communications and contact center services without the cost of owning and operating on-premise equipment.
Frank Maylett, EVP of sales, marketing and global alliances at inContact, said: “Offering our SaaS-based contact center technology together with Smoothstone’s SaaS-based voice services and applications makes business sense from our perspective as well as the customer’s.
“This is part of our larger strategy to integrate our solutions with key third party groups to offer a holistic solution to our customers. We have already integrated with customer relationship management and workforce optimization companies, and now can offer the IP communications benefits of Smoothstone.”
