Today, Sangoma announced that Teleperformance, the world's largest outsourcer of customer service, has selected NetBorder for some of its global outbound call center operations. This is a fabulous endorsement for Sangoma's contact center product line (acquired through the Paraxip deal last year). Check out the press release here.
Teleperformance went through extensive testing and trials, and found that our Call Progress Analysis (CPA) capabilities within our award-winning NetBorder Call Analyzer product were the best in their class. CPA is a process by which an automated application can classify the calls by the 'type of device' that answered the call (live person, voice mail system, answering machine, fax machine, etc). Based on this real-time analysis, automated dialers can decide how to treat the call (transfer immediately to a live agent, remove the number from the list, call back later, etc). A CPA engine such as NetBorder Call Analyzer needs to be fast and accurate. The fastest and most accurate CPA is, the more automated the dialing process can be, which means the agents get more business done and the contact centers are more profitable.
The following article posted last week explains how this works:
http://www.tmcnet.com/channels/voip-gateways/articles/68852-sangoma-voip-gateways-contact-centers.htm
Sangoma/Paraxip has had great success with NetBorder in very large and sophisticated Contact Center accounts. It's good that we have received permission from Teleperformance in announcing our partnership and can finally tell the world about it.
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