Nuasis awarded patent for call center continuity solution

Mountain View, California-based Nuasis Corporation has been awarded a patent from the United States Patent and Trademark Office for the business continuity capability of the NuContact Center. The Nuasis software automatically detects an interruption in a call and intelligently redirects the call to the next available agent with the best skills to handle the call. All customer information collected on the call is also redirected with the call via SIP to the next agent. Before the development of VoIP-based contact center systems such as the NuContact Center, call center vendors focused on developing redundant hardware components with a goal of 99.999 percent system uptime. The 99.999 percent metric continues to be used with telephony-based call center systems. With the move to software-based VoIP systems running on converged networks, however, the challenge can no longer be met with hardware redundancy. A new metric is emerging. With this new patented capability, Nuasis claims to maintain 100 percent of calls even in the event of network failure.

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