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UC briefs: Masergy adds WebRTC service for enhanced customer contact

In UC news, Masergy launches a WebRTC service to ease communications between support teams and customers, while Lifesize Cloud now supports 15 languages in its video conferencing service.

Masergy Communications announced the launch of its Virtual Automated Attendant (VAA), a WebRTC service in its cloud...

UC platform. The VAA service includes an application wizard that allows organizations to customize menu structures that meet their specific business needs. The wizard also generates the code for menu structures that can embed on their websites.

The service also includes Web-based voice communication for sales and support. Users can use a click-to-call feature to initiate calls to sales, and contact center teams via their Web browser.

"This solution eliminates the need for a website visitor to search for contacts, phone numbers, or deal with computer-based voice response systems when they need to speak to a sales or support representative," said Dean Manzoori, vice president of product management at Masergy.

Masergy's cloud UC platform has monitoring and measurement capabilities so organizations can track call quality. The VAA platform does not require additional hardware and is available to existing Masergy cloud UC customers.

Lifesize video conferencing now in 15 languages

Lifesize has updated its video conferencing service, which now supports 15 languages. Lifesize Cloud is a WebRTC-based video service. With many customers outside the United States, Lifesize wanted to support international customers.

The once English-only service now supports German, Italian, French, Spanish, Swedish, Norwegian, Finnish, Polish, Japanese, Traditional Chinese (Taiwan), Simplified Chinese (China), Korean, Russian and Brazilian Portuguese. All 15 languages are supported on the Lifesize Cloud mobile app for Android and iOS devices. The app was also introduced recently.

Cloud-based video conferencing uptake has been strong, especially overseas, said Rafi Anuar, Lifesize's director of product management. "We wanted to localize this service to [businesses] around the world," he said. "It doesn't feel like it's your product unless it's in your local language." 

Lifesize Cloud runs in IBM Cloud's SoftLayer data centers in 80 countries. Lifesize Cloud is backed by 20 global carriers. This combination helps the vendor provide a reliable video experience -- regardless of location -- because calls aren't jumping between different network switches and providers, the company said. -- Report by Gina Narcisi

Mitel acquires TigerTMS to build hospitality service portfolio

Mitel has acquired UK-based TigerTMS, a provider of applications, software and cloud-based services in the hospitality industry.

TigerTMS's services include Hospitality Interface Aggregation, call accounting, voicemail and wake-up services. Its customer base includes more than 20 of the largest hotel brands, including Hyatt and Marriott.

"For hospitality brands, customer experience and loyalty are key differentiators. Creating a home-away-from home and repeatable in-room and mobile experience at any property anywhere in the world is core to delivering real-time and memorable guest services," said unified communications industry analyst Phil Edholm. "With TigerTMS, Mitel has made a smart technology buy, bringing in-house a specialized suite of solutions to deliver the connected guest experience on a cloud platform."

TigerTMS CEO Simon Udell will join Mitel as general manager of the hospitality business unit.

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