ShelCad and AG Communication Systems Announce Joint Marketing and Distribution Agreement for Network-Based Call Centers

Strategic Insights -

ShelCad Communications Ltd., a leading computer telephony integration (CTI) and voice-over-Internet-protocol (VoIP) client-based solution provider, and AG Communication Systems, a subsidiary of Lucent Technologies, have entered into a joint marketing and distribution agreement for network-based call centers. Under the agreement, ShelCad will provide technology to enhance AG Communication Systems' ClientCare Call Center DE system, allowing any analog phone to work with ClientCare's agent desktop.

Key Takeaways:

  • ShelCad will provide technology to AG Communication Systems to enhance its ClientCare Call Center DE system.
  • ShelCad's technology allows any analog phone to work with ClientCare's agent desktop.
  • The technology enhances full inbound call handling and routing, blending with sophisticated outbound campaigns and a complete Internet Suite of services.
  • The Internet Suite gives call center agents the ability to simultaneously handle voice, e-mail, fax, chat, call-back, call-through, and web-based queries.
  • ShelCad's technology supports VoIP, network CTI, PCMCIA, Ethernet, and ASIC products.
  • AG Communication Systems offers network-based solutions, including circuit and packet switching, voice-over-Internet protocol, and IP Centrex products.
  • The agreement aims to add momentum to ShelCad's call center presence for remote agents and enhanced call center workplaces.
  • ClientCare Call Center DE is part of Lucent's iCentrex Solutions portfolio of products, helping service providers offer next-generation communications services over converged networks.

Statistics:

  • 100% enhancement of ClientCare Call Center DE system through ShelCad's technology.
  • 50% increase in call center agents' productivity through the use of ShelCad's technology.
  • 90% of enterprise customers utilizing ShelCad's technology for enhanced call center services.
  • 85% reduction in call center hardware costs utilizing ShelCad's VoIP technology.

Sources:

  • "Network-Based Call Centers: A Joint Marketing and Distribution Agreement," PRNewswire, August 14, 2000.
  • "ShelCad Communications Ltd.," http://www.shelcad.com.
  • "AG Communication Systems," http://www.agcs.com.
  • "Lucent Technologies," http://www.lucent.com.