Stratasoft Inc., a developer of call center solutions, has entered the Asian market, the Philippines being its entry point, with its PC-based call center management solutions. The company's products will be distributed by Telenova Systems Inc.
In an exclusive interview with Computerworld Philippines, Bob Hennessy, president of Stratasoft, said he was attracted to the proactive approach of local businesses to go forward with technology.
"A lot of the companies that we have talked to in the Philippines, particularly the banks, have already implemented integrated voice-response systems, and a lot of them also have already implemented some sort of computer telephony integration applications," said Hennessy. "But none of them have the full suite. Not one of them is doing a pure inbound, outbound type of application."
Hennessy said that most local call centers only accommodate inbound applications or the traditional PBX (Private Branch Exchange) applications.
Stratasoft's solutions include the StrataDial Predictive Dialing System, the StrataVoice Automated Dialing System, and the StrataInteractive.
"Ours is a fully-blended call platform," said Hennessy. "We provide an inbound Automatic Call Distributor (ACD) solution which fully integrates with our outbound predictive dialing solution."
Hennessy said their PC-based call management platform replaces PBXs in call centers. The Stratasoft boxes have their own telephone station cards which will eliminate the need for a PBX. "All the user needs to do is plug in their telephone lines directly into our box," said Hennessy.
Hennessy said they have the support tools that managers need to run a call center effectively.
"We have an application development kit that comes with the system which is designed so that non-programmers can create their own applications," he said.
Other features of Stratasoft's solution include auto-attendant call routing, digital voice recording, and the whole suite of PBX transfer features.
Stratasoft's solutions are also capable of accessing databases already installed.
The solutions also feature an application program interface (API) which allows companies to plug-and-play applications like collection systems and market research systems.
Stratasoft has installations in New Zealand, Australia, Mexico, the US, Canada, South America, and England.