October 14, 2008
Changing the Game in Global Conferencing
CHICAGO, Oct. 14 /PRNewswire/ -- InterCall, the world's largest conferencing and collaboration services provider, is raising the bar for international conferencing quality with its launch of Global Network Access. Supported by an industry-first technology solution designed to address common international conferencing woes, Global Network Access has passed a rigorous third-party testing and certification process to ensure it offers superior audio quality and a user-friendly experience. According to Advanced Technology Group's research, the result is a product that delivers a near perfect audio experience 97 percent of the time, versus traditional international systems which experience problems with audio quality 14 percent of the time.
"We wanted to change the game -- and we did that with Global Network Access," said Robert Bellmar, InterCall's vice president of global production infrastructure. "This new technology radically changes the architecture and customer experience of an international conference call by putting InterCall in control of call quality, instead of relying on third-party partners. Working with Advanced Technology Group, we were able to confirm that this technology drives a superior audio and customer experience."Global Network Access, an innovative option with InterCall's Reservationless-Plus(R) conferencing, provides a simple, cost-effective link for international conferences through an industry-first distributed conferencing solution. Instead of using a centralized bridge, Global Network Access offers local dial-in and bridging located throughout the world that operates as one large virtual bridge.
InterCall tapped Advanced Technology Group ("ATG"), an independent executive management and information technology consulting company, and its partners, Customer Contact Insights and Kelly Management Services, to put Global Network Access to the test. ATG designed a Quality of Service certification program deploying best-in-class third-party partners with the global reach and statistical expertise required for unbiased, accurate certification of a global network. Results, which were then benchmarked against traditional centralized bridging solutions, proved that Global Network Access had consistent superior performance.
Michael Walsh, President of Advanced Technology Group commented, "ATG applied its thorough Quality of Service testing and continuous improvement methodology when certifying InterCall's global conferencing. The program focused on real world conferencing scenarios, data accuracy, user experience quality metrics and rigorous statistical analysis. When an issue was identified, root cause was isolated and each issue was corrected as a requirement for achieving certification levels. Based on our findings and performance improvement recommendations, InterCall customers can rely on Global Network Access."
The Advanced Technology Group (http://www.atginfo.com/) is a specialized executive management & technology consulting organization providing innovative solutions in Quality Assurance, Customer Care, Order Management & Provisioning, Billing and Revenue Assurance to Global Communications, Financial Services, and Healthcare Providers. ATG helps companies deliver on their promises by methodically and proactively measuring quality and continuously improving performance. ATG designs and deploys innovative solutions for organizations seeking competitive advantage through operational efficiency by ensuring employees' have the right tools, processes, and service levels needed to be a productive, well run workforce focused on delivering superior customer satisfaction.
InterCall, a subsidiary of West Corporation, is the largest service provider in the world specializing in conference communications. Founded in 1991, InterCall helps people and companies be more productive by providing advanced audio, event, Web and video conferencing solutions that are easy-to-use and save them time and money. Along with a team of over 600 Meeting Consultants, the company employs more than 1,500 operators, customer service representatives, call supervisors, accounting, marketing and IT professionals. InterCall's U.S. presence is bolstered by a global reach that extends to Canada, Mexico, the United Kingdom, Ireland, France, Germany, Australia, New Zealand, India, Hong Kong, Singapore and Japan. For more information, please visit http://www.intercall.com/.
CONTACT: Lindsay Brown of Cushman|Amberg Communications,+1-312-263-2500, [email protected], for InterCall
Web site: http://www.intercall.com/http://www.atginfo.com/