IVR

Contact Solutions has reached a major milestone by exceeding two billion calls, thanks to the Taqua 7000 Intelligent Switching System (T7000).

A provider of on-demand contact automation solutions including IVR, e-mail/text messaging and Web transactions for business and government, Contact Solutions doubled its call volumes since first purchasing the T7000 in 2006 from Taqua (News - Alert), a supplier of next-generation wireline and wireless switching and backhaul solutions.

“We have been very pleased with our choice of the T7000 system,” said Mark Whittle, CTO of Contact Solutions. “The system is very versatile, and the company has been a valued partner to us. We have worked closely with Taqua to create our on-demand solutions for our customers, and we look forward to Taqua continuing to support our efforts as we continue to grow.”

All in a single chassis, the Taqua’s T7000 Intelligent Switching System is a Class 4, Class 5, media gateway, and/or wireless media gateway and wireless media gateway controller. Based on a patented “switch-on-card” design, all the functions of a Class 4/5 switch, wireless gateway or IMS element are operated on a single circuit pack. With the ability to streamline network routing and act as a Gateway (News - Alert) MSC for optimizing Class 4 routing, the T7000’s services are delivered over TDM or IP interfaces through hundreds of available access devices through GR303, SIP, MGCP, NCS, H.248 and a variety of 3GPP/3GPP2 protocols.

According to company officials, this produces a substantial decrease in cost for deployment and allows the expansion with TDM, IP or wireless services on a “pay-as-you-go basis.”

Contact Solutions is among 350 firms to deploy T7000, which has replaced every brand of the Class 5 Switch in North America.

“Contact Solutions growth has been staggering, and when you add the backdrop of the last 18 month’s economic environment, their success is nothing short of phenomenal,” said Scott Weidenfeller, chief marketing officer at Taqua. “There is no better example of the robust nature of the Taqua 7000 and the benefits of the system’s ‘pay-as you-grow’ card based architecture. As Contact Solutions call volumes have grown, expansions are as easy as sliding a new card into the chassis. When the chassis fills up, you simply buy a new chassis and continue to add cards as the call volumes continue.”

This past year, Contact Solutions also launched SMS and e-mail solutions for its customers. The company seeks to optimize clients’ contact automation solutions by developing, monitoring and improving IVR applications for banking, insurance healthcare, utilities and pharmaceutical segments, as well as federal, state and local programs.