CreaLog Improves Call Centers with Dialogic WebRTC Solution

Dialogic announced that CreaLog is using its PowerMedia XMS media server software to allow customers to have face-to-face conversations with agents through its call center.

CreaLog is using the WebRTC capabilities of PowerMedia XMS to provide a video call option, integrated in Crealog's multichannel contact center software solution, so people can speak directly with agents without the use of additional software. PowerMedia XMS's cloud-ready form gives CreaLog the ability to deliver customer-to-agent real-time communication services for its tier one and tier two carrier and large enterprise clients.

CreaLog, a telecom platform provider with more than 400 telecommunications and contact center customers in 30 countries, needed advanced technology to service its clients' various needs. The company relied on several Dialogic offerings for its existing array of telecom services to provide customer contact center solutions and interactive voice response (IVR) with speech recognition, call reporting and speech analytics. The WebRTC capabilities of the PowerMedia XMS let CreaLog add real-time Web conferencing over an Internet browser, accessed through a PC, tablet, or smartphone.

"Our top-tier carrier and banking industry clients have to constantly stay ahead of their competition with new ways to improve customer retention,” said Michael Kloos, managing director of CreaLog, in a statement. “Hassle-free, face-to-face customer service calls are on the top of the must-have list. In less than a month of development time, Dialogic's PowerMedia XMS with WebRTC gave us a smart and efficient way to add video to our CreaLog Contact Center Software."

Dialogic's PowerMedia XMS software media server enhances communications applications by offering a mix of media-rich communications, rapid integration into communications infrastructure, seamless transition to virtualization and cloud delivery, and comprehensive WebRTC support. By offering standards-based media control interfaces and management capabilities on an award-winning platform, PowerMedia XMS enables carriers and developers to rapidly create and deploy telephony, conferencing and other value-added services.

"Video for contact centers is poised to be not just what customers want, but what they expect, and contact centers are seeking the fastest way to provide real-time video telephony to address this demand," said Andrew Goldberg, senior vice president for marketing and strategy at Dialogic, in a statement. "By leveraging PowerMedia XMS, CreaLog Contact Center Software demonstrates that WebRTC helps rapidly add captivating video telephony capabilities to mission-critical multi-channel contact center environments.