Contact Center News for 29 September: Cistera, Integrated, Matrix.

Contact center news announced recently:

Cistera Networks (News - Alert), Inc., a vendor of IP phone platforms and application engines in the Enterprise VoIP Telephony environment, has announced that four more local and state government agencies have selected Cistera ConvergenceServers.

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The new customers include the Florida Senate, Alabama Department of Public Health, San Mateo, California Transit Authority and Wayne Township, Indiana Fire Department.

Company officials believe more government agencies are choosing Cistera's solutions because "they solve real-world problems for public safety, transit authorities, legislatures and first responders."

Cistera has already installed their products for 20 city, county and state government entities. The District of Squamish in British Columbia, Canada, where you might have your summer house, was the first to use Cistera's LandMobileRadioConnect to integrate two-way radios into a Cisco IP Telephony deployment.

And the City of Georgetown, Texas, where you assuredly do not have your summer house, uses RapidBroadcast to send pre-recorded and live broadcasts and text alerts to IP phones in its city offices, police and fire departments.

…

Integrated Software Development Ltd., a vendor of enterprise software aimed at small- and medium-sized enterprises, has announced that Matrix IT Integration and Infrastructure Ltd., an Israeli IT company, has pre-purchased a pilot project for Benefit's CRM module.

Shimon Biton, Head of Services and Integration at Matrix, said the company is initiating a pilot of the Benefit Mobile module" to enable all the company's project and contract managers, and company engineers who are out of the office, to receive task and work-related data in real time directly on the cellular phones."

Using this system, work-related data, including work hours, travel time, expenses, items for delivery, and other information, are automatically updated in real time.

This "allows us to shift our operations from our desktop computers to our cellular phones, which we use as computers for all intents and purposes. We hope this will be a genuine revolution in the way we do work and will bring us a giant step forward in customer relationship management," Biton said.

Matrix plans to commence a pilot program including 50 office-based users and 150 cellular-phone based users. The system also automatically updates the company's financial system, which Matrix developed in-house.

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.

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