Wednesday, May 21, 2014
Independent software vendor uses Dialogic to add video conferencing capabilities to contact centers
Parsippany, NJ – May 21, 2014 – Dialogic Inc., the Network Fuel® company, company, today announced that CreaLog is using its PowerMedia™ XMS media server software to allow customers to have face-to-face conversations with agents through its call center. CreaLog is using the WebRTC capabilities of PowerMedia XMS to provide a video call option, integrated in Crealog’s multichannel contact center software solution, so people can speak directly with agents without the use of additional software. PowerMedia XMS’s cloud-ready form gives CreaLog the ability to deliver seamless customer-to-agent real-time communication services for its tier one and tier two carrier and large enterprise clients.
CreaLog, a telecom platform provider with more than 400 telecommunications and contact center customers in 30 countries, needed advanced technology to service its clients’ various needs. The company relied on several Dialogic offerings for its existing array of telecom services to provide customer contact center solutions and interactive voice response (IVR) with speech recognition, call reporting and speech analytics. The WebRTC capabilities of the PowerMedia XMS let CreaLog add real-time Web conferencing over an Internet browser, accessed through a PC, tablet, or smartphone.
“Our top-tier carrier and banking industry clients have to constantly stay ahead of their competition with new ways to improve customer retention. Hassle-free, face-to-face customer service calls are on the top of the must-have list,” said Michael Kloos, managing director of CreaLog. “In less than a month of development time, Dialogic’s PowerMedia XMS with WebRTC gave us a smart and efficient way to add video to our CreaLog Contact Center Software.”
Dialogic’s PowerMedia XMS software media server enhances communications applications by offering a mix of media-rich communications, rapid integration into communications infrastructure, seamless transition to virtualization and cloud delivery, and comprehensive WebRTC support. By offering standards-based media control interfaces and management capabilities on an award-winning platform, PowerMedia XMS enables carriers and developers to rapidly create and deploy telephony, conferencing and other value-added services.
“Video for contact centers is poised to be not just what customers want, but what they expect. And contact centers are seeking the fastest way to provide real-time video telephony to address this demand,” said Andrew Goldberg, senior vice president for marketing and strategy at Dialogic. “By leveraging PowerMedia XMS, CreaLog Contact Center Software demonstrates that WebRTC helps rapidly add captivating video telephony capabilities to mission-critical multi-channel contact center environments.”
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CreaLog - Services for telcos and value added service providers
With our outstanding Telecom Platform, we offer a unifying platform for IN number translation, contact centers, VAS, and IVR. Our largest private cloud solution runs the daily telephony for more than 100,000 employees at 2,000 locations and has an integrated contact center for 20,000 agents.
With the CreaLog Telecom Platform, our developers have created a consistent ecosystem for creating and reliably operating profitable new cloud applications.
CreaLog has gathered over 20 years of market experience from 400 customers in Europe, Africa, and Asia. All this time, our Professional Service Team has been busy creating exciting applications for Telecoms based on the CreaLog Telecom Platform.
Dialogic, the Network Fuel® company, inspires the world’s leading service providers and application developers to elevate the performance of media-rich communications across the most advanced networks. We boost the reliability of any-to-any network connections, supercharge the impact of applications and amplify the capacity of congested networks. Forty-eight of the world’s top 50 mobile operators and nearly 3,000 application developers rely on Dialogic to redefine the possible and exceed user expectations. Follow us on Twitter @Dialogic.
For more information on Dialogic and communications solutions energized by our technology, visit www.dialogic.com and www.dialogic.com/showcase. Also, visit our social media newsroom for the latest news, videos and blog posts.
Dialogic, PowerMedia and Network Fuel are either registered trademarks or trademarks of Dialogic Inc. or a subsidiary thereof (“Dialogic”). Other trademarks mentioned and/or marked herein belong to their respective owners.
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