Unified Communications Featured Article

Arc Solutions Launches New Arc Premium Release 5.1.3 to Improve Efficiency and Accuracy

June 13, 2011

The preferred technology developer of Unified Communications applications for Cisco, Arc Solutions has launched Arc Premium 5.1.3, the latest, enhanced version of its professional operator centre and interactive management software. Arc Premium 5.1.3 adds some impressive new options to improve operator efficiency and accuracy.

In a press release, Rupert Adair, Product Director at Arc Solutions, said, “Voice continues to be a key part of an organization's unified communications strategy so the ability to answering calls in an efficient and professional way is absolutely vital. Arc continues to lead the way in professional call handling solutions for Cisco Unified Communications, with this latest release being packed with even more features and functionality designed to improve person to person communication within the enterprise.”

The new 'personalized directory groups' allows operators to create tabs in the operator console window, containing any combination of contacts from the full directory. Operators can quickly search for contacts that share characteristics such as company, location, department or skills, which further improve call handling times. It also includes an updated user interface and directory transfer capability for Arc's call centre solution, Call Connect. It enables users to launch a URL such as a web-site, help page, intranet, company directory etc to assist them with answering questions and transferring calls. When used in conjunction with Arc's Click-2-Dial application, users can click on phone numbers displayed on the page to transfer calls. For example, an agent dealing with the sales queue could show all staff in sales in the company intranet, allowing them to quickly transfer a call if so needed. Or, the system might pop a product information page, providing the agent with valuable assistance for the more demanding caller.

Arc Solutions was recently in news when it announced plans to unveil its Arc Call Recording solution for the Asia Pacific region at Cisco Live Melbourne, scheduled to take place until April 1 at the Melbourne Convention and Exhibition Centre.

Sujata Garud is a unified communications freelancer with three years of writing/editing experience and two years of market research experience. As an editor she has covered the IT, electronics, banking, pharma, construction, mining and healthcare industries. To see more of her articles, please visit her columnist page.

Edited by Rich Steeves

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