Tuesday, April 13th, 2010 - Holly Connects
Innovative Software Provides Hosted Voice Applications With Secure Access to On-Premise Contact Centers

BOSTON, MA--(Marketwire) - Holly Connects, the fresh voice in voice platforms(tm), today introduced Holly CTI Gateway, a new product that simplifies secure data communications between hosted voice platforms and on-premise contact centers. Holly CTI Gateway eliminates significant limitations increasingly encountered as enterprises outsource more of their call automation infrastructure.

Holly CTI Gateway provides remote access to computer-telephony integration (CTI) services using the standard capabilities found on any VoiceXML or CCXML platform, even those that lack native support for the target CTI vendor. Holly CTI Gateway is a software-only solution installed only in the enterprise contact center, allowing it to work with applications hosted by any service provider.

CTI coordinates activities between voice platforms and contact centers. Among other uses, it is essential for conveying information collected by an IVR application to an agent when calls are transferred, thus maintaining caller satisfaction by avoiding the frustrating experience of answering questions repeatedly.

"Most CTI architectures are intended for traditional on-premise deployments wholly within a single facility, and so are based on proprietary communications protocols that are not inherently secure," said Ray Teale, Chief Technology Officer for Holly Connects. "When calls are processed in a hosted environment but transferred to an on-premise contact center, some method of securing the CTI communications between the two sites is necessary."

Despite its importance, CTI often has been considered impractical for many hosted IVR applications due to the additional cost and complexity incurred implementing the special firewall configurations, virtual private networks, and leased communications lines typically demanded for security. Holly CTI Gateway employs standard communications protocols that work securely across public networks, translating service requests to the CTI vendor's proprietary protocols only safely within the enterprise. This makes CTI access affordable for any application, reduces dependency on the hosting provider, and improves CTI port sharing efficiency.

Holly CTI Gateway is based on a field-proven framework that delivers carrier-grade scalability, reliability, and application multitenancy. Multiple gateways can be managed remotely through a central web-based console that includes detailed real-time reporting and extensive alarm integration options.

"Until now, companies have had difficulty taking full advantage of outsourced IVR infrastructure in combination with their contact center," said Lance Berks, Chief Executive Office, Holly Connects. "With Holly CTI Gateway these organizations finally can achieve their uncompromised vision for telephone services."

Holly CTI Gateway 1.0 is available immediately for Red Hat Linux, CentOS, and Solaris. Full support for Cisco ICM is available today, with support for additional call center vendors currently under development.

Contact Profile

Holly Connects

Holly Connects is the fresh voice in voice platforms, delivering software for powerful yet cost-effective call handling to telecommunications carriers, hosted service providers, and large enterprises worldwide. Holly's award-winning products provide a reliable foundation for delivering exceptional customer service by telephone. For more information please visit www.holly-connects.com.

All company and product names may be trademarks of the respective companies with which they are associated.
Rob Kassel
P: +1-617-861-4555
W: www.holly-connects.com


holly connects, software, cti gateway, hosted voice applications



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