CTI Communications has been selected to distribute Comverse Infosys recording solutions for call centres throughout Australia and New Zealand.
The distribution deal with the US-based core recording and call centre application vendor, is effective immediately through CTI's existing channels and marks its next phase of expansion in the CRM and computer telephony integration space.
Comverse Infosys' ULTRA will be positioned as CTI's strategic recording platform to perform quality monitoring for agent evaluation and training, to capture the customer experience and verify transactions. Plans are already underway to add recording and monitoring applications to the solution using CTI's software development and implementation expertise.
"The relationship with Comverse and the move into New Zealand is indicative of our dedication to grow CTI," said CTI chief operating officer, Mike Barraclough. "It is part of our active plans for expansion, as illustrated by the recent acquisitions of Trilogy Business Systems, now called CTI Interactive, and our subsidiary, Planwell. Both these companies are technology innovators in the contact centre market place and complement the existing CTI range of products."
Comverse's ULTRA is a switch-independent recording platform with multiple applications to capture voice and data information associated with contact centres. CTI will also offer its Customer Xperience Suite (CXS), a set of post-processing modules for the management, reporting and analysis of the data contained within the ULTRA platform.