January 06, 2012

Cloud Call Center Solutions Provider Telax Releases HTML5-based Call Center Agent

A provider of cloud-based call center solutions, Telax Hosted Call Center has released its HTML5-based Call Center Agent (CCA).

Websocket, a component of HTML5, was key to the development of the browser-based CCA. Company officials said that it provides a bi-directional, full-duplex communication channel over a single transmission control protocol (TCP) socket.

Currently, Websocket is supported by the newest versions of Google Chrome, Apple Safari, and Firefox. Company officials said that this makes Telax's new CCA compatible with the popular browsers in Mac environments.

Noting that Mac infrastructures are growing “strongly” in business environments, Vladimir Pereira, chief architect at Telax, said that it allows the company to develop contact center tools that have capabilities beyond what they've traditionally.

Pereira said that the adoption of Websocket by most major browsers is a huge step toward scalable real-time Web applications. He said that the company’s ultimate goal is to provide reliable and scalable solutions that are both easy to use and easy to deploy, and this one is as easy as pointing a Mac browser to a URL.

Before the release of HTML5, the real-time unified communication software was usually deployed as a local client because browser-based counterparts were unable to deliver an acceptable user experience.

It’s seen that some browser-based clients use third party software such as Adobe Flash or Sliverlight to operate adequately. Both solutions, however, require software installation and are not mobile friendly.

Telax Hosted Call Center for Mac OS contact centers, a Web-based application, enables contact center agents to work from any location. It eliminates the need to install software or suffer an application that provides only partial functionality and unstable connectivity.

Thanks to this advancement in call center software, IT staff in Mac environments can concentrate on core competencies and improve the customer experience, according to company officials.

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by Tammy Wolf


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