CHICAGO, ILLINOIS--(Marketwire - April 13, 2010) - G-FORCE AMERICAS 2010 - Sangoma® Technologies Corporation (TSX VENTURE:STC), a leading supplier of hardware and software enabling server-based voice and data communication applications, today announced the availability of version 2.0 of Sangoma's NetBorder Call Analyzer. The new release provides significant benefits to companies and outsourced service providers looking to optimize the performance of their outbound dialing campaigns, increase the productivity of their agents, reduce operating costs and ultimately increase contact center revenues.
"Call progress accuracy has a profound impact on the effectiveness - or success - of outbound dialing campaigns," said Frederic Dickey, director of product management at Sangoma. "Our internal ROI models show that a 10% increase in absolute call progress accuracy could represent nearly $1 million in annual savings for a mid-sized outbound contact center."
NetBorder Call Analyzer 2.0 further improves Sangoma's patent-pending call progress analysis engine, which automates the real-time classification of outbound calls. The software can determine with great accuracy and speed whether an outbound call reached a human, or a voice mail system, a fax machine or other type of device. This allows automated dialers to transfer only relevant calls to outbound call center agents, therefore significantly improving their productivity and the campaign business results as well as reducing operating costs.
The new release also offers an international tone configurator that greatly facilitates and improves the performance of international deployments. This feature makes it much easier to configure the engine for miscellaneous and complex sets of tones utilized in different countries to indicate special dialing conditions (for example a 'busy' signal or a 'phone number no longer in service'). Since most countries have significant differences in the type and definition of tones used in their network, deploying a call progress solution in international dialer applications is often a long and complex problem.
Contact center managers can asses the value of call progress analysis in their specific environment by using a simple ROI calculator Sangoma has published on its web site. The tool can be found at:
"Even as many enterprises are just beginning to take advantage of proactive customer contacts opportunities, the challenges for outbound calling campaigns are growing," said Frost & Sullivan Principal Contact Center Analyst Joe Outlaw. "These challenges include increased and overlapping governmental regulations, increased network complexity and background noise as well as the internationalization of operations through consolidation and expansion. These trends are having a negative impact on the performance of traditional call progress analysis functions, leading to significant inefficiencies in the use of outbound agents and thus in higher operating costs. Sangoma's NetBorder Call Analyzer 2.0 helps reduce and in some cases eliminate those challenges," Outlaw said.
Implemented as a software-only, SIP back-to-back user agent, NetBorder Call Analyzer integrates seamlessly in pure IP networks, as well as in traditional telephony networks via gateways. This ease of integration and deployment leads to reduced operating costs.
On top of accuracy and internationalization features, the new release includes several additional enhancements, including:
- End of greeting detection. This feature enables applications to get a notification when a voice mail message is finished. This is particularly useful for outbound IVR applications, which use the call progress analysis engine to either engage customers through an automated interaction, or leave a message on their voice mail system. For example, an airline company might want to leave a customer a voice mail to let them know that an upcoming flight is delayed or canceled. The rapid and accurate detection of the end of the greeting allows these applications to improve the user experience by leaving "clean" messages.
- Reduced CPU consumption. The new release reduces the CPU usage required to run the real-time call progress analysis function, leading to improved density of the solution on a given hardware platform, further reducing operational costs.
- Improved diagnostics and reporting tools. The new release makes it easier for contact center managers to analyze what is happening with the CPA function of their outbound contact center. It allows them to quickly assess the system's behavior and performance, in order to make prompt adjustments as necessary to ensure the best possible operating conditions.
NetBorder Call Analyzer 2.0 is currently in customer trials and is expected to be generally available for purchase in the current quarter.
About Sangoma Technologies Corporation
Sangoma is the premium provider of voice and data connectivity components for software-based communication applications. Sangoma's data cards, voice cards, gateways and connectivity software are used in leading PBX, IVR, contact center and data-communication applications worldwide. The product line represents a comprehensive toolset for deploying cost-effective, powerful, and flexible software communication applications.
Founded in 1984, Sangoma Technologies Corporation is publicly traded on the TSX Venture Exchange (TSX VENTURE:STC). Additional information on Sangoma can be found at: www.sangoma.com.