KVH (News - Alert) Co. Ltd., a Tokyo-based information delivery platform, has partnered with unified IP communications company, Interactive Intelligence Group Inc. in a cloud-based contact center business venture. KVH will offer KVH CallPORT, a cloud-based contact center solution, under a distributor agreement with Indianapolis-based Interactive Intelligence (News - Alert). KVH CallPORT will combine Interactive Intelligence’s contact center system with KVH’s voice, network and data center services as an integrated solution.
KVH, originally founded as KVT Telecom as an Asia-Pacific telecom service provider, is an information delivery platform that provides integrated IT and communication solutions to enterprise businesses. KVH serves media, manufacturing, carrier and financial services as its key customer segments, and offers customers bilingual support in Japanese and English.
KVH CallPORT will leverage Interactive Intelligence’s comprehensive call center software, which is currently used by over 4,500 customers worldwide, and address the security needs associated with using business systems that manage mission-critical data, said the two companies in. The service will be offered with an individual virtual private server via a private network, and the system is redundantly configured within KVH’s data centers to ensure a high security and resiliency. Users can also install a call recording device at their premise to record confidential information.
Providing the infrastructure to support the platform, KVH offers its high-quality IP-based KVH VoiceLINE IP telephone service together with its wide area Ethernet offering, KVH EtherMAN EX. As an integrated infrastructure offering, this new service enables customers to outsource all telephone, network and system-related processes including design, configuration, implementation testing, maintenance and operations.
The combined solution is expected to cover all functionalities required for robust contact center operations including a GUI-based telephony client, which can be customized by users including agents, supervisors, and businesses, ACD (automatic call distributor), IVR (interactive voice response), PBX (News - Alert) (private branch exchange) and telephone equipment.
Interactive Intelligence is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. For more information on IEXPO West 2012 click here.
Edited by Brooke Neuman