CTI Group, in partnership with BroadSoft, is launching Call Centre Xpress this week. The service allows fixed line service providers to deliver to their enterprise customers a cloud-based package of call center features such as screen capture, call recording, agent evaluations and real-time speech analytics. The service is end-to-end and fully scalable to a company’s size and needs.
Hosted telephony solutions, such as Call Centre Xpress, are proving increasingly popular. We encourage any fixed line operator that is not currently offering these enhanced cloud-based services to begin doing so, and we recommend that those already in the space consider focusing on it even more. Our InfoTrack business (www.infotrackresearch.com) is forecasting that revenue from hosted telephony solutions will triple by 2016, which could help to mitigate the decline in revenues from the traditional landline business. We think the hosted solutions concept is a winner.