Donegal software firm Iontas has entered into a global OEM (original equipment manufacture) deal with AG Communications Systems, a subsidiary of Lucent Technologies, that will see its training tool become a standard tool within AG’s call centre management system.
Under the terms of the deal Iontas’ Agent Focus technology will form an integral part of the Agent Observe feature set within the ClientCare Contact Center Solution from AG.
ClientCare Contact Center is an integrated inbound/outbound multimedia voice-over-IP (internet protocol) solution for major call centres hoping to utilise existing copper cabling systems, or PSTN (public switched telephone network), and support multiple sites over a wide area network (WAN).
The Iontas Agent Focus technology allows contact centre agents and managers to understand the use of desktop and server computing within the contact centre. According to the company, this information used in conjunction with telephony data, provides the most complete picture of contact centre activity currently available.
Joe Stockton, Iontas’ CEO explained: “We are very pleased to be working with a recognized leader in the provision of network-based contact centers. The use of desktop and server-based applications are fundamental to the success of modern contact centers. Our relationship with AGCS will allow ClientCare(R) end-users to understand and control the impact that these applications have on the efficiency and quality of their operations.”
Based in Donegal, with a US headquarters in Austin, Texas, Iontas management products have been widely adopted by bluechip companies, including BT Ignite, Conduit Europe and Stream International.
By John Kennedy