Iwatsu Voice Networks Releases New Software for the ECS Platform

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A new software build from Iwatsu Voice Networks expands the ACD (automatic call distribution) functionality of their communications platform. Iwatsu hopes these improvements, along with additional new software enhancements, will help them attract more attention from call centers or multi tenanting applications.

Iwatsu Voice Networks has announced the release of Version 4.0 software for the Iwatsu Enterprise-CS (ECS) communication system. This new release has added several ACD enhancements to the ECS, and allows remote workers full use of their IP station with or without a VPN connection.    

The most significant enhancements to ECS 4.0 software were the improvements to call handling. Improving the ACD (Automatic Call Distribution) interface for large call centers was the object for this new release, and the update was built around improving the experience of both ACD agents and incoming callers. Agents have full control over transferring and Parking ACD calls without removing callers from their place in queue. Incoming callers will benefit from shorter hold times, group specific music on hold, and improved efficiency in reaching the appropriate agent.

ECS 4.0 supports multiple music on hold sources that can be customized for businesses with multiple departments. The multiple MOH sources also make the ECS a competitive option for multi tenanting applications. Multiple businesses can share a single ECS system with up to nine external MOH sources.

"Not only are these ACD enhancements fantastic for improving customer service, but the multi-tenanting feature is going to be invaluable to our dealers who are going after installations like small office parks or doctors offices," said Todd Walker, Vice-President of Sales.

Another improvement to ECS 4.0 is the ability to for remote workers to choose the manner in which their IP stations connect to the ECS. Users now have the option of a secure VPN connection, or if business practices dictate, they can choose to connect via an Internet connection mode. Both VPN and Internet mode IP telephone connections may be supported simultaneously.

About Iwatsu Voice Networks
Iwatsu Voice Networks (IVN) provides leading edge business communications solutions to small and medium sized business (SMB). The Iwatsu Enterprise Suite provides cost effective call processing, unified communications, speech recognition, call reporting, in-building wireless, campus networking and text-to-speech applications that are typically used by Fortune 1000 companies. IVN is a subsidiary company of Tokyo-based Iwatsu Electric, a 70-year industry leader and pioneer of many firsts in the telecommunications industry, doing business in North America through over 250 authorized business partners.

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Teddy Mahan
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