Archive for 2010
Case Study - Financial Services
Wednesday, November 17th, 2010RapidTel adds Telax Hosted Call Center to its portfolio of cutting-edge SMB solutions
Tuesday, November 16th, 2010Interoperability between Rapidtel’s Taqua T7000 the Telax solution successfully completed
TORONTO, November 16, 2010 – Rapidtel International today announced its partnership with Telax Hosted Call Center, a cloud-based contact center solution provider based in Toronto, Canada. The inclusion of an integrated contact center solution from Telax Hosted Call Center was a natural choice for Rapidtel, who is a full-service Canadian telecom company with growing residential and business divisions. RapidTel will add Telax’s solution to its extensive SMB portfolio, which already includes Internet and voice services, as well as unique mobile and long distance offers.
“With Telax, we’ve broadened our business offering to include features like multichannel ACD, IVR, complete call recording, real-time stats, chat, Twitter and Facebook queueing,” explained Joe Desousa, President of RapidTeL International. “This is a service that that truly adds value for our existing customers. We’re committed to delivering the best solutions available.”
Rapidtel and Telax recently completed interoperability between Rapidtel’s Taqua T7000 Intelligent Switching System and the Telax Hosted Call Center solution. “We’re extremely happy to be working with RapidTel. This is a company that we believe in, our corporate visions are very similar when it comes to innovation and customer service. We love working with telecom companies; many of us have backgrounds in telecom,” said Mario Perez, President and founder of Telax Hosted Call Center.
About RapidTel:
RapidTel is a full service Canadian telecom company that specializes in services for consumers and small business. We understand the need for Canadians to have fairly priced, innovative telecom solutions. Since 1999, we’ve been focused on delivering the best possible services to our customers. For more information on RapidTel, visit http://www.rapidtel.com/.
About Telax Hosted Call Center:
Telax Hosted Call Center is North America’s leader in hosted call center solutions. Based in Toronto, Canada, Telax has been providing cloud-based business solutions to prominent public and private sector organizations since 1999. The simplicity delivered by Telax services enables clients like Northrop Grumman, Johnson & Johnson, CI Investments, the Globalive Group of Companies, Health Canada and the GSA, to reduce costs and improve efficiency, so that they can do more with their most critical resource: people. For more information, visit http://www.telax.com. For the latest Telax news, visithttp://www.telax.com/category/news.
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Contact:
Koray Parmaks
Telax Hosted Call Center
+1 (888) 80.TELAX ext. 820
koray@telax.com
From the lab: We’re integrating with Microsoft Lync
Friday, November 12th, 2010Unified communications is a hot topic in our industry and has been gaining momentum for some time now with no signs of the hype bubble bursting anytime soon.
Microsoft has been in the mix for some time and has a recent update due for launch November 17th. The new platform enables organizations with UC functionality centered around Lync and surrounded by the usual suspects of Exchange, Dynamics CRM, Sharepoint and even Office. And as much as this suite of products set can deliver on their own, Microsoft continues to include software partners and service providers the opportunity to enhance the solution through extensibility of the platform. One area that holds much promise the extension of “presence” into value-add applications.
Of all the UC elements, it is “presence” (the ability to see the availability for communication or status of members across the organization) that is most seen as a critical driver for productivity and efficiency in the modern workplace. “Presence” has emerged as a key elements of a unified communications strategy. This is of course old news in the contact center space, as the availability of an agent is a core function used by the ACD to determine who is the best agent for the next inbound contact. Availability is also used by supervisors to manage their team, to monitor service levels and to receive business intelligence about workflows; it’s a multi-purpose visibility tool that is not available to the rest of the organization.
Microsoft is turning to partners to deliver enterprise grade contact center functionality featuring a universal ACD, skills-based routing, recording and more.has left to specialists is an enterprise grade contact center functionality featuring a universal ACD, skills-based routing, recording and more through MS Lync server.
Telax Hosted Call Center has heeded the call and is enabling organizations deploying Microsoft Lync to leverage the presence information, active directory and other elements of the Microsoft suite to reduce time, cost and customer frustration.
Telax Announces Increased Focus on Bilingual Support for Canadian Market at GTEC 2010
Tuesday, October 5th, 2010North American Hosted Call Center leader continues to expand its commitment to bilingual content and support with virtual help desk employees based in Montreal, Quebec
GTEC 2010, Ottawa, October 5, 2010 – Telax Hosted Call Center today announced the expansion of its commitment to French-language application development, revealing its new Montreal-based help desk division at Canada’s preeminent government technology event, GTEC 2010. A number of employees located in the Montreal area are now part of Telax’s virtual support network, working to maintain industry-leading service standards for the Toronto-based leader in cloud-based software.
“Telax Hosted Call Center is, at its core, a hosted solution. That means we take care of everything, from innovation and improvement to training and ongoing maintenance. As a Canadian company, we’re committed to leading the pack in bilingual service and support,” explained VP of Marketing Koray Parmaks. “GTEC is a great venue for this announcement, we know that this commitment is important for our federal government clients.”
Telax Hosted Call Center delivers multichannel contact routing and other solutions for both businesses and government agencies from across North America, with user groups ranging from 4 to over 400. Its core application, Call Center Agent, is currently available in English, French and Spanish. Telax Hosted Call Center will be present at the GTEC 2010 Exhibition from 9:30 a.m. To 4:30 p.m. on October 5th and 6th in booth K-007.
About Telax Hosted Call Center:
Telax Hosted Call Center is North America’s leader in hosted call center solutions. Based in Toronto, Canada, Telax has been providing cloud-based business solutions to prominent public and private sector organizations since 1999. The simplicity delivered by Telax services enables clients like Northrop Grumman, Johnson & Johnson, CI Investments, the Globalive Group of Companies, Health Canada and the GSA, to reduce costs and improve efficiency, so that they can do more with their most critical resource: people. For more information, visit http://www.telax.com. For the latest Telax news, visit http://www.telax.com/category/news.