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The telecoms service providers are starting to creep into the supply of cloud services, with NTT Communications being a good example, having added the Arcstar Contact Center, a cloud-based contact centre service that NTT Communications, which was launched earlier this month.
The potential of this development can be seen from the fact that Genesys, a customer experienmce management specialist, has now partnered with NTT to deploy the Genesys Customer Experience Platform in Arcstar.
Using its strength as a telecom carrier, NTT offers business customers a one-stop service that includes telephone lines, datacentres, and even network infrastructure. By integrating the Genesys Platform, Arcstar Contact Center is aiming to provide highly reliable contact centre capabilities with rich functions that can be activated rapidly.
The Contact Center is based on NTT Communications’ Enterprise Cloud, and Arcstar Universal One, a VPN service, providing enterprises both secure and highly reliable services that can be monitored 24 hours a day, 365 days a year.
The Genesys Platform will add a number of capabilities to Arcstar, including call routing functions linked to a database that provides personalised responses, real-time/historical reporting functions that can be customised specifically to users’ needs, a customer portal function that supports operational changes in real-time, connection to business applications, allowing higher business efficiency and cost reduction, and an IVR function that provides a flexible voice menu for the contact centre, including voice guidance responses, call flow branching, and sophisticated routing that is linked in with the database.
Additionally, optional functions including outbound call recording and CDR reporting are available as soon as service provision begins.
Using Arcstar, NNT reckons that customers can significantly reduce their contact centre costs, maintenance and management and can deploy the service much faster than legacy, hardware-based solutions. Additionally, enterprise customers have the flexibility to deploy contact centres anywhere in the world and to scale usage based on changes in demand.
“Contact centre solutions are rapidly being moved to cloud-based services in many markets around the world and we intend to collaborate closely with NTT Communications to support the expansion of the Arcstar Contact Center service, in Japan, and across the globe in the future,” said Bruce Eidsvik, Senior Vice President, Asia Pacific, Genesys.
