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Alameda, CA, December 6, 2007. MetaSwitch, a leading
vendor of softswitch and application solutions, has enhanced its Automated
Call Distribution (ACD) features to help small-to-medium businesses (SMBs)
handle inbound telephony traffic more productively. Part of the MetaSwitch
Hosted VoIP Solution, ACD provides carriers with advanced "call center"-like
features that their business customers can manage themselves over the Web
via CommPortal, MetaSwitch's new web portal for self-service.
CommuniGroup, a Mississippi-based telecommunications provider, has been building its
telephony program throughout the Southeast U.S. for more than two years. Based on MetaSwitch's
core switching and application platforms, CommuniGroup's solutions are designed for business customers
looking for reliable telephone service with call center functionality. The stability and service agility
provided by MetaSwitch's core technology enables CommuniGroup to respond quickly and effectively to its
customers' needs.
"Our business customers rely on CommuniGroup for products and services that
enhance their efficiency and ease of operations." said Rob McKnight, Vice President of Operations
for CommuniGroup. "The ease and functionality of Metaswitch's advanced telephony features provide
our users with the industry's most advanced tools to ensure a consistent and professional customer
experience."
The ACD features in MetaSwitch's hosted VoIP solution enable businesses to direct
inbound calls to groups of users based on the nature of the call. With this service installed, callers
can be prompted to identify the purpose of their calls via the MetaSphere Auto Attendant application,
that would then re-direct the calls to the appropriate groups - for example "sales" or "support." If all
users in that group are busy, calls are held in a queue, and callers are played music or commercial
messages using the MetaSphere Media-On-Hold application, which allows customers to upload files from
the Web or record them on-site. When an agent becomes free, the next call from the queue is presented
to that phone. Users can login to and logout from ACD groups by dialing codes on their phones.
Service providers can also easily provide regular usage statistics to customers'
network administrators, providing detail on the activity of each ACD group and each of the agents that
belongs to the group. Statistics include number of calls handled, average duration of calls, total time
spent on the phone, average queuing time for calls as well as other data. The range of statistics available
has been significantly increased in MetaSwitch's latest software release, providing business customers with
much greater visibility into their agents' activity.
The ACD features complement MetaSwitch's advanced telephony functionality for SMBs,
including support for SIP attendant consoles, shared line appearance for key system emulation, one-touch
call park and retrieve, and group features such as call pickup and multiple appearance directory numbers.
This powerful combination of MetaSwitch's ACD features, together with MetaSphere Auto Attendant and
Media-On-Hold applications, enables SMBs to provide a slick and professional customer experience to callers,
while making the most efficient use of their own resources.
"In today's continuously evolving communications market, service providers need reliable
and customizable technologies designed to streamline business processes," explained Andrew Randall, vice
president of marketing for MetaSwitch. "The combination of advanced calling features and the MetaSphere
application suite provides carriers with a compelling and cost effective service to offer SMBs. Adding in
the customer profiling capabilities of the MarketVisions program, MetaSwitch is helping service providers
market these features to make hosted VoIP solutions even more attractive to SMBs."
About MetaSwitch
MetaSwitch is an industry-leading vendor of switching and applications solutions for both packet and
circuit-switched networks. Its widely deployed core session control and media/signaling gateway products
support a full range of Class 4/5 capabilities, while its MetaSphere service delivery platform and applications
suite enables a broad set of hosted IP communications services. Customers include many of the world's leading
operators of wireline, wireless and cable networks, with deployments that scale to millions of subscribers. For more information, please visit
www.metaswitch.com.
Data Connection and MetaSwitch are trademarks of Data Connection
Limited and Data Connection Corporation. Brands and products referenced herein
are the trademarks or registered trademarks of their respective holders.
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Copyright © 2000 - 2007 Data Connection.
MetaSwitch is a registered trademark of Data Connection.
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