Sprint Launches Hosted Contact Center Solution

OVERLAND PARK, Kan. - Sprint (NYSE: S) released the Sprint Hosted Contact Center, powered by Avaya.

With the hosted delivery model, the Sprint MPLS network connects a client's call centers and remote agents to a Sprint data center, where Avaya MultiVantage contact center applications provide various features and functionality.

The Sprint Hosted Contact Center platform is built upon Avaya IP telephony and contact center applications running on Avaya Media Servers housed in Sprint Data Centers.

The contact center functionality enables a company's agents to access customer information and other company data over an integrated data and voice access connection.

The Sprint Hosted Contact Center offers:

  • Advanced CTI - Supports integration with company applications and data for call routing and customer-specific call information and handling. 
  • Multi-Channel Contact Center - Includes voice, fax and email channels, supports email integration when added to Advanced CTI. 
  • Self Service (IVR) - Allows service through automated voice menus, with connections to live agents as appropriate. 
  • Business Telephony Extensions and Voice Mail - Integrated support for non-agent phone extensions and features. 
  • Call Recording and Quality Monitoring - Enables bulk call recording, random or selective quality monitoring, and user-initiated recording. 
  • Predictive Dialers - Integrated presentation of information and options to the agent desktop.

This Sprint Hosted Contact Center solution is the most recent solution for businesses offered through the partnership between Sprint and Avaya. Another solution is Sprint Hosted Messaging, which uses a managed platform to provide voice messaging functions on a per-seat, per-month basis.

Other features of Sprint Hosted Messaging include:

  • Messaging packages - Provides voice mail or unified messaging for voice, fax and e-mail integration.
  • Wireless integration - Delivers mobility features that connect your desktop phone and mobile handset. 
  • User interfaces - Enables access via telephony or Internet options.
  • Managed services support - Includes service elements for the implementation, deployment, provision, administration and management of the service. 


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