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September 30, 2009

Vertical Communications releases new voice applications for Wave IP

Deliver contact center, custom call routing and networking capabilities

By CBR Staff Writer

Vertical Communications, a provider of IP-based phone systems and voice applications, has released three new voice applications – Wave Contact Center, WaveNet and Wave Call Classifier. The new applications are available as a software upgrade on its Wave IP 2500 and Wave IP 500 Business Communications Systems.

The Wave IP Business Communications System is an IP business phone system family designed for enterprises of all sizes. The company said that Wave IP offers customers unified communications, contact center, call recording, reporting, networking, management, custom call routing applications and IVR – in a single system.

According to the company, WaveNet creates an enterprise-wide Wave IP-PBX infrastructure that streamlines all aspects of administration and enables an organisation to operate more efficiently. Leveraging Vertical’s Applications Inside architecture, Wave Contact Center runs ‘on-the-box’ and thereby eliminates need for any additional hardware or complex integration.

The company added that unlike other contact center offerings that require custom scripting, programming or complex flowchart design, Wave Contact Center lets administrators control all aspects of contact center management including queue management, routing, agents, supervisors, tracking, and reporting with a simple point and click unified interface.

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In addition, Wave Call Classifier can provide agents with detailed caller information from any ODBC database (local or external), and route calls based on who is calling and what they are calling about.

Peter Bailey, senior vice president of product management and business development at Vertical Communications, said: “Wave IP offers customers a full portfolio of voice applications that can enhance business operations, increase productivity through best practices, and drive savings in operational and management costs. As a fully integrated ‘on-the-box’ solution, these capabilities do not require any additional infrastructure investment and can be deployed and managed through Wave IP’s Global Administrator console.

“With the addition of a Wave Contact Center agent license, a customer service or accounts receivable employee can be transformed into a full-scale call center agent and realise an increase in productivity as well as quality of customer service. With the addition of a WaveNet license, users across multiple Wave IP sites can easily connect and collaborate, while system administrators can add and intelligently network sites with a few simple mouse clicks.”

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