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January 19, 2012

Intelecom Integrates Hosted Telephony Portal with IBM SmartCloud

By Erin Harrison, Executive Editor, Strategic Initiatives

Flexibility and the ability to deliver scalable and resilient carrier grade voice to any telephone in any location in the world are important to businesses that consider managing their inbound and outbound communication as “mission critical.”

Contact center solution provider Intelecom announced it plans to integrate its hosted telephony contact management portal known as “Connect” with IBM’s (News - Alert) SmartCloud for Social Business.

Company officials said the integration will provide users of the IBM Cloud Collaboration Service access to carrier grade voice telephony and the ability to make outgoing calls direct from contact profile, contact record and contact list views.  

Adding voice capabilities to SmartCloud will significantly enhance the functions of the collaboration tool, according to Adrian Sparks, managing director at Intelecom UK.

“As demand for business collaboration applications becomes greater the importance of voice integration and the need for resilient carrier grade networks will also increase,” Sparks said in a company statement. “This is a tremendous opportunity to help organizations save money and drive innovation.”

SmartCloud for Social Business is a suite of cloud-based business networking and collaboration services including social networking for businesses, online meetings, file sharing, instant messaging, data visualization and email. Connect is a combined multi-channel cloud-based contact center and switchboard application that provides advanced call functionality and real-time visibility regardless of user location.  

Company officials said the first phase of integration will also provide SmartCloud for Social Business users access to the “Connect Lite” application providing additional functionality such as the distribution of incoming calls and visibility of key management information.  

The modular nature of Connect means it is possible to integrate its advanced call handling features into a host application, according to Sparks. Development is on-going and the first release of the combined product is due for release in Q2 2012.

IBM began its cloud initiative nearly six years ago establishing “Blue Cloud” labs around the world to accelerate collaboration with innovative clients, governments and universities. Cloud is now a core growth area for IBM expected to drive $7 billion in revenue by 2015 in hardware, software and services. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

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Erin Harrison is Executive Editor, Strategic Initiatives, for TMC, where she oversees the company's strategic editorial initiatives, including the launch of several new print and online initiatives. She plays an active role in the print publications and TMCnet, covering IP communications, information technology and other related topics. To read more of Erin's articles, please visit her columnist page.

Edited by Rich Steeves

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