Tuesday, March 15, 2005

MCI And Tellme to Deliver Internet-Based Contact Center Solutions

MCI and Tellme Networks plan to offer Internet-based contact center solutions to large enterprise customers in financial, insurance and healthcare industries and the government sector. The two companies are now jointly selling customer self-service solutions running on Tellme's network and integrated with MCI's routing platform for live agent support. This combination means MCI customers can take advantage of Tellme's Internet-based and carrier-grade network to power their customer service phone numbers.

"We are at the very beginning of what is possible on the phone when you power the conversation with Internet data. We are pleased to be working with MCI to offer these applications to a broad base of enterprise clients and to support MCI transport on our network," said David Weiden, senior vice president of marketing at Tellme.

MCI is also upgrading its speech technology capabilities across its existing platforms to address the needs of all its contact center customers. The implementation of VoiceXML 2.0 and software upgrades to its speech offerings will allow MCI to more efficiently create voice applications that work together with an organization's website. Services based on VoiceXML help businesses to extend the reach of their Web-based applications to anyone with a telephone, making their existing operations more ubiquitous.

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