By Trupti Kamath, TMCnet Contributor
Global Crossing (News – Alert), a leading global IP solutions provider, will be providing its suite of Session Initiated Protocol (SIP) Trunking services to Clarity (News – Alert) Consulting, a software development consulting firm and independent software vendor, to deliver its hosted contact center solution called Clarity Connect, a new software and services solution based on the Microsoft (News – Alert) unified communications platform.
With the SIP Trunking services, Clarity Consulting and its partners can deliver a new customer service center software solution that enhances the call control functions of Microsoft Office Communications Server (OCS) 2007 Release 2 (R2) for enterprises worldwide. Global Crossing was one of the first SIP trunking service providers qualified with Office Communications Server 2007 R2.
The winning combination of our joined leading-edge technology will help Clarity exceed its customers’ needs for cost-effective, efficient communications tools,” Debra Swann, VP, Marketing with Global Crossing said.
“SIP Trunking was a key technology enabler for the Clarity Connect platform. One of our key goals with Clarity Connect is to change the economics of delivering a world-class contact center solution and that simply isn’t possible with traditional TDM voice delivery solutions,” Jon Rauschenberger, CTO of Clarity Consulting said.
Clarity Connect allows businesses to deliver feature-rich customer service experiences at a fraction of the cost and complexity of traditional offerings. Through Global Crossing’s SIP Trunking and Office Communications R2 solutions, Clarity Consulting can offer a hosted customer interaction management platform for its customers, such as Emerson (News – Alert) Ecologics, a nutritional supplements company.
“The Clarity Connect service has delivered a contact center solution with features and functionality that, if we got them from other vendors, would cost three to four times as much,” said Ethan Williams, Director of Customer Contact Centers for Emerson Ecologics.
SIP Trunking is the interconnection standard for VoIP calling apps, serving as an alternative to circuit-based fixed lines on the public switched telephone network. SIP Trunking can offer enterprise customers significant cost savings by eliminating gateways, costly ISDN facilities, and maximizing bandwidth utilization in a converged IP environment.
With SIP Trunking, Clarity Consulting can now route calls from customers to agents using the native support for Federation in OCS. Agents can then perform sophisticated call control actions using the Clarity Connect Agent Console, a Microsoft Silverlight powered application that is embedded within Office Communicator 2007 R2, when a call is received.
Few of Global Crossing’s SIP Trunking suite of VoIP services supporting Microsoft Office Communications Server 2007 R2 include: Global Crossing VoIP On-Net Plus, Global Crossing VoIP Outbound, Global Crossing VoIP Toll-Free; Global Crossing VoIP Local Service; and Global Crossing VoIP Consulting.
Global Crossing is making efforts to expanding its global presence in VoIP services. As of July 2009, it extended its Voice over Internet Protocol (VoIP) Local Service to include four new countries in mainland Europe, enabling enterprise and carrier customers to reach a total of 25 countries worldwide and more than 500 cities across Europe.
Trupti Kamath is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page .
Edited by Patrick Barnard
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