Tata Communications has announced the launch of a cloud-based platform for the global contact centre industry.

New Intelligent Call Routing (ICR) and Interactive Voice Response (IVR) products offer an integrated solution for routing and distributing calls across multi-geography and multi-site call centres. Routing takes place over a single, fully enabled IP platform, delivering business efficiencies and a superior customer experience.

The on-demand, pay-per-use routing and distribution platform is based on the same all-IP core that powers the company’s leading international voice network, covering 240 countries and territories worldwide.

Tata Communications’ ICR / IVR solutions routes calls based on customer prompts or pre-determined rules, making it simple to distribute calls to the most appropriate global destination in relation to the time of day or day of week, increasing operational efficiencies.

The ICR / IVR platform includes multisite management that allows customised routing by access number, a choice of interconnects via VoIP or TDM, percentage allocation to optimise traffic distribution and global fallback routing along with multi-language and customisable call flow applications – all of which are aimed at ensuring the highest levels of customer satisfaction.