Spanlink Introduces CentralControl Service Architecture Software for Hosted Service Providers and Distributed Enterprises.Business Editors/High-Tech Writers MINNEAPOLIS--(BUSINESS WIRE)--March 3, 2004 Enables Management Control Both Centrally and at Autonomous Sites to Support Virtual IP Communications Environments Spanlink Communications, a leading IP contact center solution provider, today announced multi-tenant, multi-level administration, reporting and billing interface software that works with Cisco IP Communications and IP Contact Center (IPCC See IMS Forum. ) platforms. CentralControl(TM) Service Architecture Software provides inherent multi-tenancy, which enables hosted and distributed organizations to share voice system resources at a "central" location. Multi-level capabilities enable a senior administrator to control the core configurations of the shared system, while providing each autonomous location with secure access to their own moves, adds, changes (MAC) and reporting. In addition, CentralControl provides a unified interface for administration of disparate phone, PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). and ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. system components. Administrators can bypass the native interfaces to perform the most common administrative tasks. CentralControl also provides a unified access point to information for reporting and billing. "We've found multi-tenancy and multi-level management control to be key requirements for distributed enterprises that are plotting a strategic shift to convergence," said Spanlink CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. , Brett Shockley. "CentralControl gives them the security and flexibility they need to make CAPEX and OPEX See CAPEX. savings through virtualization An umbrella term for enhancing a computer's ability to do work. Following are the ways virtualization is used. Hardware Virtualization Partitioning the computer's memory into separate and isolated "virtual machines" simulates multiple machines within one physical computer. a reality. We believe that CentralControl will also help service providers control provisioning expenses for hosted IP Communications services, by streamlining system management and providing the option to put MAC control in the hands of their customers." Modules CentralControl is available for IP Communications Administration alone, or IP Communications and IP Contact Center Administration. Optional CentralControl Billing and CentralControl Reporting software may be added on to the core CentralControl Administration software. CentralControl Administration CentralControl Administration enables a senior administrator(s) to perform the high-level configuration, stipulate and monitor resource allocation resource allocation Managed care The constellation of activities and decisions which form the basis for prioritizing health care needs , and control site configuration conventions in order to control the integrity of the shared IP Communications network. CentralControl Administration gives senior-level administrators the flexibility to assign administration to site or subscriber administrators on a task-by-task basis, which can minimize or virtually eliminate ongoing, centralized administration of routine moves, adds and changes by senior-level administrators. A site administration interface enables site or subscriber administrators to perform routine moves, adds and changes for their own site or business, including adding, updating and deleting telephones, telephone users, agents, teams and skill groups. Site administrators control the timing of their own MAC activity, without having to rely on the availability of a central administrative staff. CentralControl Reporting CentralControl Reporting consolidates operational report data for any ODBC (Open DataBase Connectivity) A database programming interface from Microsoft that provides a common language for Windows applications to access databases on a network. compliant systems that comprise the IP Communications solution, such as Cisco CallManager, Cisco ICM ICM Intercom ICM Integrated Crop Management ICM International Congress of Mathematicians ICM Information Classification and Management ICM Intelligent Contact Management (Cisco) ICM International Creative Management , Cisco IP-IVR, and third-party CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. solutions. CentralControl Reporting lets enterprises distribute reports automatically, in the format they specify (i.e. PDF (Portable Document Format) The de facto standard for document publishing from Adobe. On the Web, there are countless brochures, data sheets, white papers and technical manuals in the PDF format. , flat ASCII and Excel) to large numbers of users at scheduled times. Reports can be created to provide a picture of enterprise-wide performance and/or site-by-site performance. CentralControl Billing CentralControl Billing automates billing data consolidation and thereby reduces the human resource time required to generate bills. When communications costs are billed back to the sites or subscribers, Spanlink's CentralControl Billing module can be used to automatically gather provisioning activity and traffic information, generate billing events according to business rules, and deliver the information to the customer's billing system. About Spanlink Communications Spanlink Communications is a leading solution provider for IP contact centers. Spanlink delivers a well-planned and executed path to IP, and next-generation customer care applications that maximize contact center efficiency regardless of where they are in their migration. Spanlink provides contact centers with a smarter way to interact with customers and a simpler way to manage their business. Spanlink Communications solutions leverage web and email technologies, computer telephony (CT) and interactive voice response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) and natural language understanding. Spanlink is one of the leading reseller-integrators of Cisco Systems contact center products, including Cisco IP Contact Center (IPCC) Enterprise and Express, Cisco ISN Noun 1. ISN - Switzerland's information network for security and defense studies and for peace and conflict research and for international relations International Relations and Security Network , Cisco IP-IVR, Cisco Intelligent Contact Management (ICM), Cisco Web Collaboration Option and Cisco E-Mail Manager Option. Find news and information at www.spanlink.com. Trademark reference: Spanlink, Spanlink Communications, CentralControl and the Spanlink Communications logo are registered trademarks of Spanlink Communications. All other company or product names mentioned may be the trademarks of their respective owners. |
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