CGS, NICE, and Presence Technology Team Up for Hosted Contact Center Solution

Comtel Global Services, (CGS) has launched CirriusImpact, a hosted contact center offering that features the NICE SmartCenter suite of workforce optimization solutions from NICE Systems and other solutions from Presence Technology. CirriusImpact provides contact centers of all sizes with access to scalable solutions on a software-as-a-service (SaaS) basis.

CirriusImpact features hosted applications that provide multichannel communication capabilities that enable customers to effectively interact with their clients via voice (inbound and outbound), email, Web chat, SMS, and social media channels. Contact center managers benefit from capabilities such as branch scripting tools for outbound campaigns, voice and data interactions, call recording, quality management, workforce management, interaction analytics, real-time dashboards, and customized reports.

"We are excited about this cooperation and our ability to leverage the proven capabilities of these leading solutions developed by NICE and Presence Technology that we now offer to our customers. Both of these award-winning companies have built stellar reputations through years of providing advanced contact center solutions which CirriusImpact is now making available as a hosted application service offering. There are great synergies achieved by combining these two solutions together in a hosted offering," said Yossi Teichman, president and CEO of CGS.

The unique capabilities of CirriusImpact's hosted offering include the following:

• support for single-channel to highly sophisticated multichannel communications;
• the ability to deploy the solution as a fully hosted solution, on-premises, or as a hybrid deployment; and
• the ability to implement the full application suite or just one application module as a stand-alone solution.

"The benefit to customers is that the CirriusImpact solution does not require a large up-front investment, there are no hidden costs, the operations people have control over their campaigns, and the support burden on IT is greatly minimized," says John Franco, North American executive vice president at Presence Technology.

"We are pleased to partner with CGS on the CirriusImpact offering. Through this cooperation, CGS customers can now leverage NICE solutions to impact every customer interaction, enabling personalized, real-time customer service that optimizes customer experience and drives revenue as well. We believe that the CirriusImpact offering will be of particular interest to companies in the small and medium-sized business market segments," said Yochai Rozenblat, NICE's CEO and president for the Americas.

"CirriusImpact is ideally suited for organizations seeking rapid implementation and an immediate time to value through a cloud-based interaction management solution," Teichman added.