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TantaComm

Contact Center Software

Press Releases

Making News

For nearly two decades, TantaComm has provided technology solutions that ensure exceptional customer experiences. Extensive global and regional BPOs, contact centers and service desks rely on TantaComm insights and expertise to help drive their success. The news that follows explains why.

TantaComm Launches API-Based Cloud Recording and Quality Management Platform

10.24.2016

MIDDLETON, WI. – October 24, 2016 – TantaComm, a developer of a portfolio of contact center software and services, announced today that it is offering an affordable, easy to install, maintain and easy to use API-based recording and quality management software for contact centers and business VoIP providers.

Middleton, WI – October 24, 2016 – TantaComm, a developer of a portfolio of contact center software and services, announced today that it is offering an affordable, easy to install, maintain and easy to use API-based recording and quality management software for contact centers and business VoIP providers. The cloud-based software provides Call and Omni-Channel Recording, Quality Management, Screen Capture, and Live Monitoring.

TantaComm’s recording software helps contact centers across the world deliver better service, minimize risk and increase compliance. “We offer a complete agile contact center solution that is a true cloud contact center-as-a-service (CCaaS) product.”, says Charley Eaton, CEO of TantaComm.

The cloud contact center as-a-service product, which replaces prohibitive capital expenditures of outdated legacy systems with an operating expense-based pricing model that complements the need for scalability. Built on a multi-tenant architecture, the product provides Business Process Outsourcers (BPOs), Application Service Providers (ASPs) and Communication Service Providers (CSPs) with the means to offer omni-channel contact center functionality to their business clientele that is consumable from the cloud, as a service.

Nicholas Morris, Chief Technology Officer at TantaComm, favors the API-driven model, “It is modular, scalable and very easy to integrate with applications. The software is well built with straight forward API’s that offer various methods to capture data and multiple ways to enhance metadata. Our modular solution allows for maximum flexibility and integration with other best-in-class contact center applications.”

Morris also states, “Another resource saving enhancement of the product is Single Sign-on (SSO), which authenticates the user for all the applications they have been given rights to and eliminates further prompts when the user switches applications during the same session. SSO combines convenience and security for tenant agents as it supports Security Assertion Markup Language (SAML) 2.0, as well as added flexibility for cloud providers.”

TantaComm Adopts Innovative Discretionary Time Off Policy For Employees

1.19.2016

TantaComm announced that it is introducing a new, industry-leading policy that will allow employees to take vacation and sick days as needed, instead of an accrued amount of paid time off days.

Middleton, WI - January 19, 2016 - TantaComm announced that it is introducing a new, industry-leading policy that will allow employees to take vacation and sick days as needed, instead of an accrued amount of paid time off days, based on length of employment or job title.

"Culture and innovation are extremely important to us," says Charley Eaton, CEO and President of TantaComm. "Our goal is to further enhance our culture of trust where employees are empowered to meet their project goals while managing their own time. I believe this policy is a better fit for the workforce of today and positions the company with better ideas and solutions for our clients. Employees do work vacation time out with their managers. We believe our discretionary time off (DTO) policy is the model for the tech firms of the future."

Adrian Urgena, Chief Customer Care Officer at TantaComm, favors the DTO model, "It's part of a growing movement to place more focus on results and empowerment, not hours worked. And it's an important step to help employees recharge and keep engaged, which ultimately translates into better customer service". Adrian is located in Denver and has been exposed to the model in the Denver Tech Market. All told the company went from the traditional policy of accrued vacation to 7 paid holidays and the DTO model which was effective November 1st 2015. The feedback from the employees has been that "they love it" and appreciate being freed of taking forced vacations in order not to lose vacation time.

TantaComm Advances to Preferred Solution Partner within the Cisco Solution Partner Program

1.7.2015

TantaComm announced that it is now a Preferred Solution Partner within the Cisco® Solution Partner Program. As a member of the Cisco Solution Partner Program, TantaComm is able to quickly create and deploy solutions to enhance the capabilities, performance and management of the network to capture value in the IoE.

Middleton, WI - January 7, 2015 - TantaComm announced that it is now a Preferred Solution Partner within the Cisco® Solution Partner Program. The Internet of Everything (IoE) continues to bring together people, processes, data and things to enhance the relevancy of network connections. As a member of the Cisco Solution Partner Program, TantaComm is able to quickly create and deploy solutions to enhance the capabilities, performance and management of the network to capture value in the IoE.

In order to become a Preferred Solution Partner, Cisco requires that each company must provide 24 hour support and have completed the Cisco Compatible designations through Interoperability and Verification Testing (IVT) process on two Cisco products. TantaComm also needed to provide unlimited lab resources to expand their interoperability with the suite of Cisco UC products to ensure that the products were able to meet various customer scenarios.

Not only has TantaComm met the requirements, but continues to surpass expectations. TantaComm has industry-leading support standards, with an average business-hour response rate of two minutes. Additionally, 98% of cases are closed within 72 hours

“Our company is focused on quality and reliability, and we are dedicated to developing solutions that exceed expectations.  Our efforts to achieve Cisco Certification on our products ensures our partners and their customers will experience the same quality experience they receive from Cisco,” said Nick Morris, VP of Technology at TantaComm.

 The Cisco Solution Partner Program, part of the Cisco Partner Ecosystem, unites Cisco with third-party independent hardware and software vendors to deliver integrated solutions to join customers. As a Preferred Solution Partner, TantaComm has achieved Cisco compatibility certification on at least one solution, and can provide its customers with 24-hour, 7-days-a-week customer support. For more information on TantaComm, go to: https://marketplace.cisco.com/catalog/companies/1289

* Compatibility certification via Interoperability Verification Testing and Cisco Validated Design is designed to simulate typical customer configurations and does not replace the need for on-site testing and interoperability validation in conjunction with actual implementation.

TantaComm Introduces New SelectPartner Program

11.18.2014

TantaComm announces the launch of TantaComm SelectPartner, a new program creating strategic relationships with value-added resellers and system integrators in the contact center market.

Program creates unique advantages for contact centers, resellers and system integrators

Middleton, WI - November 18, 2014 - TantaComm announces the launch of TantaComm SelectPartner, a new program creating strategic relationships with value-added resellers and system integrators in the contact center market.

 “We believe that the right solutions for our customers start with the right partnerships,” said Charley Eaton, Chief Executive Officer of TantaComm. “TantaComm SelectPartner creates maximum profitability for our partners and ensures they have the flexibility to provide the best solution for their customers.”

Eaton added, “Our responsiveness caters to the reseller community like no other. TantaComm’s reliable and scalable solutions are exactly what resellers need to meet their customer’s contact center requirements.”

TantaComm SelectPartner builds on relationships with key resellers already established across many product channels, as well as product certifications with leading contact center providers like Cisco and Avaya.

“TantaComm SelectPartner is a true differentiator and creates a competitive advantage for resellers and system integrators,” said Lou Buth, Senior Director of Partner Business Development at TantaComm. “Through this program TantaComm helps its partners competitively deliver a full portfolio of WFO solutions to contact centers of all sizes.”

TantaComm and Teleopti Combine Adaptability and Functionality in New Workforce Optimization Solution

11.4.2014

Today TantaComm, a global innovator in workforce optimization solutions, announced a new partnership with Teleopti, the global leader in workforce management (WFM) software for contact centers.

TantaComm and Teleopti Combine Adaptability and Functionality in New Workforce Optimization Solution TantaComm Manage offers industry-leading workforce management and best-in-class interaction recording

Middleton, WI - November 4, 2014 - Today TantaComm,  a global innovator in workforce optimization solutions, announced a new partnership with Teleopti, the global leader in workforce management (WFM) software for contact centers.

The solution called TantaComm Manage, combines best-in-class interaction recording from TantaComm with the industry-leading WFM solution of Teleopti which improves contact center customer service, employee satisfaction and profitability.

“Tantacomm Manage is a flexible and reliable solution, providing everything needed to manage a high-performing contact center,” said Charley Eaton, Chief Executive Officer of TantaComm. “By applying our modular platform and flexible delivery model to Teleopti’s robust functionality, TantaComm Manage makes workforce optimization attainable for operations of any size.”

The easy-to-use solution improves contact center performance, profitability and productivity by:

●    Offering industry-leading forecasting and scheduling capabilities that allow users to balance staff efficiency with world-class customer support – from anywhere in the world
●    Improving sales-per-hour ratios and customer retention while achieving 20-40% savings through back-office productivity
●    Enabling agents to remotely check work schedules and messages, make shift trades, request vacation, and more to increase work flexibility and help reduce attrition

“Our advanced, automated forecasting and scheduling tools have helped contact centers increase productivity, improve customer service and boost agent satisfaction significantly,” said David Pahlman, President of Teleopti Inc.

“We are excited to have the opportunity to partner with Tantacomm. Our joint solution and our respective experience in the large enterprise and BPO segment will offer a solution that has matured with the most demanding customers in the industry, and with its scalability it will offer top of the line WFO solutions to both enterprise and SMB organizations,” said Pahlman.

TantaComm Manage is delivered on-premise or via the cloud, and can be financed with flexible perpetual (CapEx), subscription (OpEx), OEM, or blended payments.

About TantaComm
TantaComm is a global innovator in workforce optimization solutions. Many of the world’s largest contact centers, inside sales teams and technology providers have relied on TantaComm to help them deliver great customer experiences and meet regulatory compliance for over 20 years. Reliable and practical solutions with flexible delivery models that meet client needs for implementation, technical design, budget requirements and superior customer support are what set TantaComm apart. For more information, visit www.tantacomm.com.

About Teleopti
Teleopti, a top, global provider of workforce management software with customers in over 75 countries, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling. For more information, please visit www.teleopti.com or connect with Teleopti on Facebook, LinkedIn and Twitter.

 

For more information:

TantaComm Contact:
Danielle Rivera
TantaComm Marketing
608.826.5131
DRivera@tantacomm.com

 
Teleopti Contact:
Camilla Arneving
Head of Marketing
+46 722 228 104
camilla.arneving@teleopti.com

TantaComm and CallMiner Form Partnership to Deliver More Reliable and Flexible Workforce Optimization Solutions

11.3.2014

Today TantaComm announced a new partnership with CallMiner, giving contact centers access to a more reliable, efficient and flexible speech analytics solution.

Unique integration combines industry-leading speech analytic capabilities with best-in-class interaction recording and quality management

Middleton, WI - November 3, 2014 - Today TantaComm announced a new partnership with CallMiner, giving contact centers access to a more reliable, efficient and flexible speech analytics solution.

The agreement integrates CallMiner’s leading speech analytics with TantaComm’s workforce optimization solution, helping customers to lower costs, improve customer relations, increase sales and ensure compliance. Contact centers benefit by eliminating manual tasks, and enabling faster, more consistent analyzing of data.

“TantaComm’s partnership with CallMiner gives contact centers a new, comprehensive choice,” said Charley Eaton, Chief Executive Officer of TantaComm. “Together our companies share a philosophy of giving our customers more of what they want, including more reliable solutions and flexibility.”

“Our unique pairing with TantaComm provides contact centers with seamless access to high quality and reliable interaction recording to ensure maximum performance from their speech technologies,” said Terry Leahy, Chief Executive Officer at CallMiner. “TantaComm is a highly respected leader in the industry and we are excited to partner with them.”

The combined solution can be installed on premises or delivered from TantaComm’s private cloud.

Tantacomm is also a Gold Sponsor of the industry-leading event for contact analytics, Listen2014 (www.listen2014.com), the annual CallMiner user conference being held November 3-5, 2014 in St. Pete Beach, Florida.

 

About TantaComm

TantaComm is a global innovator in workforce optimization solutions. Many of the world’s largest contact centers, inside sales teams and technology providers have relied on TantaComm to help them deliver great customer experiences and meet regulatory compliance for over 20 years. Reliable and practical solutions with flexible delivery models that meet client needs for implementation, technical design, budget requirements and superior customer support are what set TantaComm apart. For more information, visit www.tantacomm.com.

 

About CallMiner

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s Eureka product portfolio automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.

 

For more information:

TantaComm Contact:
Danielle Rivera
TantaComm Marketing
608.826.5131
DRivera@tantacomm.com

CallMiner Contact:
Scott Kendrick
CallMiner – Vice President, Marketing
239.288.0174
Scott.Kendrick@callminer.com

TantaComm Achieves Cisco Compatibility Certification With the Cisco Solution Partner Program

10.29.2014

Middleton, WI – October 29, 2014 TantaComm today announced that its Capture solution has successfully completed Cisco compatibility certification with Cisco CUCM 10.x (Cisco Unified Communications Manager) and UCCX 10.x (Unified Contact Center Express).

Middleton, WI - October 29, 2014 - TantaComm today announced that its Capture solution has successfully completed Cisco compatibility certification with Cisco CUCM 10.x (Cisco Unified Communications Manager) and UCCX 10.x (Unified Contact Center Express). The Internet of Everything (IoE) continues to bring together people, processes, data and things to enhance the relevancy of network connections. As a member of Cisco ® Solution Partner Program, TantaComm is able to quickly create and deploy solutions to enhance the capabilities, performance and management of the network to capture value in the IoE.  

 Cisco call recording extends the Capture platform by developing integrations for call information and audio capture with the Cisco UC platform.  An active call recording integration eliminates the need for complex network switch configuration, supports easier remote office recording, and uses less networking resources.

“More than ever, Cisco’s Internet of Everything (IoE) vision requires that their Ecosystem partners make the commitment to their extensive (and ongoing) compatibility certification program. TantaComm’s successful completion of this program means that Cisco’s Value-Add Resellers (VAR’s) and ultimately their end customers can be assured that our Capture solutions will perform as advertised” said Lou Buth, Sr. Director of Partner Business Development, TantaComm.

 The Cisco Solution Partner Program, part of the Cisco Partner Ecosystem, unites Cisco with third-party independent hardware and software vendors to deliver integrated solutions to join customers. As a Preferred Solution Partner, TantaComm has achieved Cisco compatibility certification on at least one solution, and can provide its customers with 24-hour, 7-days-a-week customer support. For more information on TantaComm, go to: https://marketplace.cisco.com/catalog/companies/1289

TantaComm Receives 2014 CUSTOMER Magazine TMC Labs Innovation Award

10.1.2014

MIDDLETON, WI – October 1, 2014 — TantaComm announced today that TMC, a global, integrated media company, has named Capture as a 2014 TMC Labs Innovation Award winner presented by TMC’s CUSTOMER magazine.

Reliability Honored for Innovation

Middleton, WI - October 1, 2014 - TantaComm announced today that TMC, a global, integrated media company, has named Capture as a 2014 TMC Labs Innovation Award winner presented by TMC’s CUSTOMER magazine.

Congratulations to TantaComm for being granted a 2014 TMC Labs Innovation Award. Capture has been selected for demonstrating innovation, superior quality and unique features which have had a positive impact on customer related technologies,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this outstanding achievement with a TMC Labs Innovation Award.”

The TMC Labs Innovation Award honors products that display innovation, unique features, and significant contributions toward improving communications technology.  The TMC Labs Innovation Award is granted to those companies demonstrating ground-breaking contributions to the industry.

“Many contact centers are not able to verify if all interactions are being captured and only learn of issues after they occur,” says Charley Eaton, CEO of TantaComm. “We were determined to eliminate the ‘blind spot’ in interaction recording for contact centers with real-time data. The feedback from our customers tells us that we hit the mark with Capture. Not only are they seeing the reliability in the recording solution, but they can be proactive to resolve potential network and telephony issues that may cause interactions to be missed. We know the real cost of finding out about issues after they happen. Capture provides real time status of every interaction to put the customer in the best position for success.”

TantaComm Capture is the first enterprise interaction recording platform to offer the real-time status of every interaction. The contact center environment is dynamic and a simple network configuration error, telephony performance issue or infrastructure failure can result in interactions not being captured.  Capture’s reliability module monitors the entire network and provides status for each interaction to position contact centers to proactively resolve issues before it develops into a compliance or customer service problem.  The customers using Capture are reporting 97% to 98% of scheduled interactions being captured. They are able to review any interactions that were not captured to determine why the interaction was not captured and prevent it from happening again. Contact centers that do not have visibility to near real-time data are at risk losing hours or days of recorded interactions.  TantaComm can also monitor Reliability data and alert contact centers of potential issues and provide regular reporting for trends.

The 2014 CUSTOMER Magazine TMC Labs Innovation Award results are published in the September 2014 issue of CUSTOMER magazine.

About TantaComm

TantaComm is a global innovator in workforce optimization solutions. Many of the world’s largest contact centers, inside sales teams and technology providers have relied on TantaComm to help them deliver great customer experiences and meet regulatory compliance for over 20 years. Reliable and practical solutions with flexible delivery models that meet client needs for implementation, technical design, budget requirements and superior customer support are what set TantaComm apart. For more information, visit www.tantacomm.com.

About CUSTOMER
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.  Please visit http://www.customer.tmcnet.com.

About TMC:
TMC is a global, integrated media company that supports clients’ goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world’s leading business technology event, as well as industry events: Asterisk World; AstriCon; ChannelVision (CVx) Expo; Cloud4SMB Expo; Customer Experience (CX) Hot Trends Symposium; DevCon5 – HTML5 & Mobile App Developer Conference; LatinComm Conference and Expo; M2M Evolution Conference & Expo; Mobile Payment Conference; Software Telco Congress, StartupCamp; Super Wi-Fi & Shared Spectrum Summit; SIP Trunking-Unified Communications Seminars; Wearable Tech Conference & Expo; WebRTC Conference & Expo III; and more. Visit TMC Events for additional information

 

For more information:

TantaComm Contact:
Danielle Williams-Rivera
608.826.5131
DRivera@tantacomm.com

TMC Contact:                                                                        
Rebecca Conyngham
Marketing Manager
203-852-6800, ext. 287
rconyngham@tmcnet.com

TantaComm Releases New Customer Survey Tool – Evaluate Voice Of the Customer

8.25.2014

Middleton, WI – August 25, 2014 – TantaComm, a leading provider of customer interaction recording, compliance, and performance management solutions for contact centers of all sizes, has just released Evaluate VOC (Voice of the Customer), a new post-call survey tool which can be delivered in both audio and web based models.

Middleton, WI - August 25, 2014 - TantaComm, a leading provider of customer interaction recording, compliance, and performance management solutions for contact centers of all sizes, has just released Evaluate VOC (Voice of the Customer), a new post-call survey tool which can be delivered in both audio and web based models.

While TantaComm Evaluate promotes great customer service through quality monitoring, dispute resolution and process verifications, Evaluate VOC goes one step further, ensuring the voice of the customer is heard, allowing customer service operations to validate and align quality standards across not only the call center but the entire organization.

“It’s essential in today’s competitive markets to truly understand your customer,” says Lisa Hagen, Vice President of Professional Services at TantaComm. “VOC gives organizations the ability to align direct customer input with their overall quality standard and internal operational practices.”

Evaluate VOC is available as a hosted or on-premise integrated solution. With Evaluate VOC, clients can leverage Evaluate’s robust form management and scoring capabilities with TantaComm’s advanced Integrated Voice Response (IVR) functionality including text to speech translation and the option of either DTMF or speech recognition response options.

For further information or pricing on Evaluate Voice of Customer, contact TantaComm at 800.444.8522 or visit www.tantacomm.com.

TantaComm is a 20 year industry leader specializing in workforce optimization for contact centers seeking reliable tools and expertise to address today’s unique requirements and potential needs of tomorrow.  Its unmatched product, implementation and pricing flexibility allows TantaComm to effectively respond to each customer’s unique situation and needs unlike any other WFO provider.

The company is led by contact center industry experts, many of whom came up through the ranks of contact center operations and technology. Customers choose to stay with TantaComm because it’s a highly responsive partner committed to delivering unmatched value, leading to a 98% customer retention rate- the industry’s highest.

TantaComm Passes Annual Payment Card Industry Data Security Standard (PCI DSS V3.0) Certification and Adds HIPAA Compliance to its Suite of Offerings

8.12.2014

MIDDLETON, WI – August 12, 2014 – TantaComm, a leading provider of customer interaction recording, compliance, and performance management solutions for contact centers of all sizes, has completed its annual certification to PCI DSS V3.0, DSS’ latest and most rigorous standard, as well as having been confirmed as HIPAA compliant. TantaComm has worked with TECH LOCK to provide the necessary documentation, product design architecture and technical requirements to meet these stringent standards. Customers across the contact center industry using TantaComm’s solutions can be confident the product will help them meet regulatory compliance.

Middleton, WI - August 12, 2014 - TantaComm, a leading provider of customer interaction recording, compliance, and performance management solutions for contact centers of all sizes, has completed its annual certification to PCI DSS V3.0, DSS’ latest and most rigorous standard, as well as having been confirmed as HIPAA compliant. TantaComm has worked with TECH LOCK to provide the necessary documentation, product design architecture and technical requirements to meet these stringent standards. Customers across the contact center industry using TantaComm’s solutions can be confident the product will help them meet regulatory compliance.

“In today’s world of almost daily security breaches, being an on premise or cloud service provider isn’t just about lowest price or most user-friendly interface.” Said Michael Wright at TECH LOCK. “By adding HIPAA to its growing list of regulatory compliance features, TantaComm has shown that it maintains administrative, physical, and technical safeguards to help secure protected health information. TantaComm has once again shown that it understands that protecting data is not just the responsible thing to do; it’s the right thing to do.”

 TantaComm’s cornerstone product, Capture records audio and screen interactions, while TantaComm Protect enables HIPAA and PCI compliance by auditing all user and system activity and securing the database from tampering, copying or theft.  This allows TantaComm clients with on premise solutions to pass these compliance rigorous audits.

Many contact centers are looking to the cloud to find new ways to differentiate themselves, drive higher ROI, and enhance customer satisfaction. TantaComm’s cloud solution, Centralize, enables their clients to do just that. Centralize seamlessly integrates with the full suite of TantaComm solutions and can be provisioned with or without the PCI-and HIPAA-certified environments.

“Clients today demand compliant solutions that are logically and securely designed and allow for the efficient provisioning of evidence,” said Nicholas Morris, TantaComm Vice President of Technology. “Having an offering that can be easily deployed that ensures PCI compliance and enables HIPAA compliance is a significant differentiator for TantaComm.”

TantaComm is a 20-year leader in customer interaction recording, compliance, and performance management solutions. The company is led by contact center industry experts, many of whom came up through the ranks of contact center operations and technology. This translates into practical technology solutions that are closely aligned with operational goals and objectives.

TantaComm Successfully Completes Joint Compliance Testing with Avaya for TantaComm’s Interaction Recording Solution – Capture

7.29.2014

MIDDLETON, WI – July 29, 2014 – TantaComm, a leading provider of customer interaction call recording, compliance, and performance management solutions for contact centers of all sizes, has leveraged their Avaya DevConnect program membership and conducted joint Compliance Testing with Avaya for TantaComm Capture with Avaya Aura® Application Enablement Services, using Avaya’s Device, Media and Call Control (DMCC) API.

Middleton, WI - July 29, 2014 - TantaComm, a leading provider of customer interaction call recording, compliance, and performance management solutions for contact centers of all sizes, has leveraged their Avaya DevConnect program membership and conducted joint Compliance Testing with Avaya for TantaComm Capture with Avaya Aura® Application Enablement Services, using Avaya’s Device, Media and Call Control (DMCC) API.  DMCC provides the ability to record calls directly from Avaya Aura® Communications Manager.  DMCC provides several advantages over traditional recording methods and is a pure software solution; no additional hardware or hardware configuration is required at the client location.  TDM, VoIP, and hybrid telephony environments are supported.

Avaya requires the DevConnect Compliance testing, which checks the interoperability between DevConnect Member solutions and the Avaya Platform.

The pre-requisites for testing include:

  • The application is production quality and all features are operational
  • The application has been tested by TantaComm with all applicable Avaya interfaces
  • Documentation is available and production ready
  • Production support documentation is available and current
  • TantaComm support channel is operational and ready to support the application with the Avaya platform. The process focused on TantaComm’s cornerstone product, Capture, reviewed its interactions with the Avaya platform itself, ensuring TantaComm software is designed using supported and maintained interfaces, thereby, providing clients with assurances that their software will continue to be fully supported now and with future upgrades.

“Being a longstanding member of the Avaya DevConnect program, we are excited with the potential opportunities and capabilities that Avaya Aura® presents. We are proud to offer our clients the confidence and reliability that comes with the successful completion of the DevConnect compliance testing.”

– Nicholas Morris, VP of Technology for TantaComm

TantaComm Announces First Quarter Release for Contact Center Interaction Recording and Workforce Management

4.2.2014

MIDDLETON, WI. – April 2, 2014 – TantaComm, a leader in interaction recording and quality and performance management applications, has added a new product and several new features with their Q1 2014 product release announced today.

Focus continues on providing the highest level of call recording reliability and expanding workforce optimization capabilities

Middleton, WI - April 2, 2014 - TantaComm, a leader in interaction recording and quality and performance management applications, has added a new product and several new features with their Q1 2014 product release announced today. The new product, Manage powered by Aspect®, was announced last quarter and shown at the Enterprise Connect show in March in Orlando, Florida. Manage is a suite of workforce management tools for forecasting, planning and scheduling the contact center workforce. This quarter’s existing product enhancements were focused on new features for the Capture call audio and screen recording product suite for both the enterprise and small to mid-size operations.

 “TantaComm is known to be very responsive to customer requests and our agile development methodology supports our aggressive quarterly product development cycle. This allows us to stay current with market requirements and provide our clients with continuous product enhancements and new features,” said Nick Morris, Vice President of Technology at TantaComm. “In addition to our standard product development schedule, each quarter we field and deliver numerous custom requests from clients that typically also benefit our broader client base in future releases.”

“We have been very impressed with the responsiveness we have seen from TantaComm on new product enhancements,” said Steve Porter, Director of IT at S&P Data, a large Canadian contact center outsourcer. “When we request a customization for one of our clients, there’s a good chance we’ll see it in the next quarter’s release. TantaComm is by far the most responsive software vendor I’ve worked with in this space.”

 Q1 Product Releases and Enhancements

As part of the Q12014 product schedule, TantaComm has released Manage, a fully integrated and comprehensive Workforce Management solution powered by Aspect®. In addition, the company added numerous features that provide the highest levels of interaction recording reliability and security as well as improvements to the user interface that make the products even easier to use and administer. TantaComm will be sharing the Q1 product updates with current customers on a quarterly Webcast scheduled on April 23rd.

Aspect Software Partner TantaComm Announces Launch of TantaComm Manage, Powered by Aspect Workforce Management

2.26.2014

MIDDLETON, WI. – February 26, 2014 – Aspect Software, is leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions and TantaComm, a leading global provider of secure customer interaction recording and performance management solutions for contact centers of all sizes, today announced the release of TantaComm Manage, a workforce management suite, powered by Aspect Workforce Management.

Solution optimizes TantaComm’s enterprise productivity with Aspect’s industry-leading forecasting, planning and scheduling

Phoenix, AZ. and Middleton, WI - February 26, 2016 - Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions and TantaComm, a leading global provider of secure customer interaction recording and performance management solutions for contact centers of all sizes, today announced the release of TantaComm Manage, a workforce management suite, powered by Aspect Workforce Management. Manage  becomes TantaComm’s fifth product suite in a set of solutions for contact center optimization including Capture for call and screen recording, Protect for security and compliance, Evaluate for quality monitoring, and Centralize for consolidating operations in the cloud.

 TantaComm Manage ensures contact center operators have the right resources based on call volumes, agent availability and skills and helps plan and manage the performance of inbound, outbound and blended staffing resources across all customer channels. The software’s core forecasting, scheduling and tracking capabilities allow organizations to accurately project future staff requirements to support customer demand, create efficient staffing plans, evaluate schedule efficiency, monitor staff performance and adjust resources to meet changing demand in real-time.

“TantaComm has a strong history of developing and delivering the most reliable, best-of-breed products on the market” said Ruben Moffett, TantaComm’s Chief Operating Officer. “In the case of workforce management, rather than develop a native application, we have selected Aspect’s platform because of its leadership in the marketplace and our history with them as a partner. Additionally, it was critical to achieve more than just a commercial solution and both organizations did a great job with the technical integration which is key to a cohesive end user experience.”

With a shared philosophy for open architecture, and broad collective experience in the market, TantaComm and Aspect’s partnership brings to market the first solution collaboration using Aspect’s platform, allowing TantaComm to address a wider spectrum of workforce optimization needs.

“With the global workforce management market expected to grow from $313M in 2013 to $403M in 2018, it’s clear that organizations are seeing the untapped productivity potential in workforce tools and solutions,” says Tom Shepherd, Vice President, Worldwide Channel and Alliance Sales, Aspect. “We’re very excited that TantaComm is able to utilize our partner development tools to bring to market a very robust agent management solution that addresses the staff efficiency challenges many contact center organizations have been struggling to solve.”

Aspect Workforce Management assures organizations have the right agents, with the right skills, at the right time and helps plan and manage the performance of inbound, outbound and blended staffing resources across all customer Channels. Aspect developer’s platform molds unified multi-channel interaction, effective people management, and technology expertise with operational environments such as Microsoft, Oracle, SAP, etc. into single framework that provides the connection to the enterprise infrastructure, data access and interfaces which unite contact center infrastructure with foundational technologies to improve customer-facing business processes.

*According to OVUM’s June 2013 research report, Workforce Optimization Technologies Forecast: 2013–18

 About Aspect

Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

 About Tantacomm

 TantaComm is a global innovator in customer interaction recording, security and regulatory compliance and quality management solutions. Many of the world’s largest contact centers, inside sales teams and technology providers have relied on TantaComm to help them deliver great customer experiences. Not just another interaction recording vendor, TantaComm has been serving customers for 20 years and boasts an annual client retention rate of over 98%. Flexible delivery models that meet client needs for implementation, technical design, budget requirements and support are what set TantaComm apart.  For more information, visit www.tantacomm.com.

 

#  #  #

Aspect, the Aspect logo, are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

 

TantaComm Adds Powerful Dispute Resolution Capabilities to its Evaluate Product

2.12.2014

MIDDLETON, WI. – February 12, 2014 – TantaComm, a global provider of secure customer interaction recording and performance management solutions for contact centers, today released a new Dispute Resolution module as part of their Evaluate quality management suite. The solution was designed to systematically resolve customer service disputes, improve operational insight and reduce liability.

Enhanced capabilities drive efficiencies and improved analytics to enhance customer service levels

Middleton, WI - February 12, 2014 - TantaComm, a global provider of secure customer interaction recording and performance management solutions for contact centers, today released a new Dispute Resolution module as part of their Evaluate quality management suite. The solution was designed to systematically resolve customer service disputes, improve operational insight and reduce liability. Evaluate Dispute Resolution allows organizations to track rich metadata that will help them determine root causes of customer disputes supporting future improvements in customer service operations.

"Resolving disputes quickly and effectively is critical to our customers. Our Dispute Resolution module allows operations management to easily identify customer dispute interactions leveraging extensive metadata," said Ruben Moffett, TantaComm Chief Operating Officer. "What is unique about our solution is the business intelligence that is gathered through our managed workflow. Over time this data provides valuable insight regarding recurring operational issues that can be eliminated through root cause analysis and action planning."

TantaComm Evaluate provides a strong foundational platform, combining process and technology that is easy to administer, provides mechanisms for operations to target and track detailed levels of service, and delivers actionable information to both supervisors and representatives to ensure enhanced levels of service. A single Evaluate license provides access to three powerful modules: Quality Monitoring, Process Verification and Dispute Resolution.

TantaComm Enhances Screen Recording Capabilities with Native Screen Capture Module

1.29.2014

MIDDLETON, WI. – January 29, 2014 – For 20 years, TantaComm has been providing interaction recording, security and regulatory compliance, and performance management solutions for contact centers globally.

New offering is more flexible, highly scalable and feature rich with smaller footprint

Middleton, WI - January 29, 2014 - For 20 years, TantaComm has been providing interaction recording, security and regulatory compliance, and performance management solutions for contact centers globally. While Screen Recording has been available from TantaComm for years, today’s release of TantaComm’s native Screen Recording solution more effectively aligns with the company’s open architecture while delivering superior functionality and scale.

"Our strategy is to develop and market exceptional products. Our focus over the last couple of years has been on the elimination of third party components within our infrastructure giving us full control of our service offering," said Ruben Moffett, Chief Operating Officer at TantaComm. "Our new screen capture is not only now native giving us improved flexibility but also far exceeds previous functionality."

Capture Screen allows for synchronized voice and data recording across traditional TDM, IP, and mixed telephony environments and offers application programming interfaces (APIs) to facilitate easy integration with other systems. The solution was designed to offer industry leading file compression rates which greatly reduces the footprint required for storing the captured recordings. In addition, the native Capture Screen solution improves scale by over 300% thereby reducing the hardware, storage and administration costs.

TantaComm Capture Screen is an optional module that can be purchased along with the core Capture Audio module for customers who want to record the full agent-customer interaction. It allows supervisors to playback agent interactions with full video screen capture. TantaComm customers who have been using the legacy Screen product can easily upgrade to this new module and begin using its new features and functionality in their existing TantaComm environment.

TantaComm Minimizes Cost of Call Center Solutions by Moving to Concurrent Licensing for Core Offerings

1.22.2014

MIDDLETON, WI. – January 22, 2014 – Today, TantaComm unveiled a more cost-effective software licensing model for their core contact center solutions.

New Pricing Model Reinforces TantaComm’s Position in the Market as Best Overall Value in Customer Interaction Recording and Performance Management

Middleton, WI - January 22, 2014 - Today, TantaComm unveiled a more cost-effective software licensing model for their core contact center solutions.  A global innovator in customer interaction recording, security and regulatory compliance and quality management solutions, TantaComm has made significant advances in reducing the product’s required technology footprint while providing increasingly robust capabilities across their product suite.

Along with their Capture audio recording solution for both the Enterprise and the SMB market, TantaComm is now offering Capture screen recording and the Protect compliance enablement solutions under the standardized concurrent pricing model. This model will allow customers to purchase fewer licenses than were previously required because it is based on occupancy rates and requires licenses only for interactions occurring at any point in time.

"Customer expectations are changing. We more often see organizations looking for pricing models that better align costs with their true usage of the contact center software," said Tom Nowinski, Director of Business Development at TantaComm. "We work closely with our clients to understand their business and their contact center operations to assess the need for licenses and recommend the most cost effective option." Nowinski added, "Along with the concurrent perpetual licensing model, we address periodic spikes in demand with our SaaS model delivering additional licenses as needed. The ability to mix both types of licenses gives clients the most flexible and economic option."

"As a company we are focused on innovation. Not just in the way we develop and deploy our technology but how we market to and service our customers," said Ruben Moffett, TantaComm’s Chief Operating Officer. "We have now moved as many of our products as possible to this licensing model." Moffett continued, "This, combined with the radical reduction in the footprint required to run our software, has helped us win more and more deals. We offer across-the-board innovation in technology, delivery and commercial models.”

TantaComm Achieves PCI DSS Certification for its Suite of Cloud-based Offerings

1.7.2014

MIDDLETON, WI. – January 07, 2014 – TantaComm, an industry leading provider of interaction recording, security and regulatory compliance, and performance management solutions for contact centers around the world, has achieved Payment Card Industry Data Security Standard (PCI DSS) 2.0 certification for its Centralize cloud offering.

Middleton, WI - January 7, 2014 - TantaComm, an industry leading provider of interaction recording, security and regulatory compliance, and performance management solutions for contact centers around the world, has achieved Payment Card Industry Data Security Standard (PCI DSS) 2.0 certification for its Centralize cloud offering. The Payment Card Industry Data Security Standard is a set of security requirements for any organization storing, transmitting, or processing credit card data. The certification was performed and awarded by TECH LOCK, a leading provider of data security and payment card industry compliance, and a Qualified Security Assessor (QSA) registered with the PCI Security Standards Council.

"We continue to see growing demand for our Centralize cloud offering and by further enhancing the security through this certification, we are now able to provide a fully compliant solution that allows clients to record, store and manage their customer interactions in a centralized location,” said TantaComm Chief Operating Officer, Ruben Moffett. "Using Centralize, customers can quickly and easily implement a solution that typically costs significantly less than other offerings. The value proposition is very clear to businesses of all sizes.”

"The successful completion of PCI DSS certification shows that TantaComm takes the security of their client data very seriously," said Michael Wright, Chief Security Officer at TECH LOCK. "TantaComm stands out in this competitive market by providing lower risk of data breaches due to their strong commitment to protecting consumer information for their clients through compliance initiatives such as this."

"We are committed to providing our customers with the best available cloud-based solutions and PCI compliance is a critical capability," said Nick Morris, TantaComm Vice President of Technology. "While many competing products are able to claim they are PCI DSS compliant or enabled, TantaComm has completed a much more rigorous evaluation to have our cloud solution fully certified by a Quality Security Assessor." Morris continued, "In addition, for customers who prefer on premise solutions, we are able to provide products and expertise to enable them to achieve payment card data security and PCI compliance."

TantaComm works with many clients that process credit card information in several different industries including retail, financial services, healthcare and insurance. About TantaComm TantaComm is a global innovator in customer interaction recording, compliance and quality management solutions. Many of the world’s largest contact centers, service desks, inside sales teams and technology providers have relied on TantaComm to help them deliver great customer experiences for the past 20 years. For more information, visit www.tantacomm.com.

8215 Greenway Blvd., Suite 180 | Middleton, WI 53562
P. 800.444.8522 | F. 608.826.5101
www.tantacomm.com

About TECH LOCK
TECH LOCK provides services to various industries, including financial institutions, retail, hospitality, restaurants, healthcare providers and more. Its IT professionals possess relevant Fortune 100 experience. This makes TECH LOCK uniquely skilled in serving the various industries and companies of all sizes as it relates to data security, regulatory compliance, and infrastructure needs. TECH LOCK is a Service Disabled Veteran Owned Small Business (SDVOSB). TECH LOCK staff are comprised of individuals with over 100 years of combined experience, holding various certifications, including PCI-QSA, Microsoft Certified Systems Engineer (MCSE) + security, Microsoft Certified Systems Administrator (MCSA), MCPIT, VMware Certified Professional, Certified Information Systems Auditor (CISA), Security+, Certified Information Systems Security Professional (CISSP), Certified Information Security Manager (CISM) GIAC Systems & Network Auditor, A+, Network+, Server+, Linux+, EMC Professional (CLARiiON), MCNE, CCA, Cisco Certified Design Associate (CCDA), Cisco Certified Networking Associate (CCNA). For more information, visit www.techlockinc.com.

CONTACT: TantaComm
Mary Zinn
608.826.5139
mzinn@tantacomm.com

TantaComm Makes its Powerful Contact Center Solutions Available to Select Industry Partners for OEM Integration

12.10.2013

Middleton, WI - December 10, 2013 - TantaComm, a global provider of interaction recording, security and regulatory compliance, and performance management solutions for contact centers, has announced it is making its solutions available for third party OEM integration. For almost 20 years the company has been providing direct customers with the best solutions for interaction recording and performance management. Now, providers that offer on-premise or cloud-based customer relationship management, workforce management, or telephony solutions can easily add the rich functionality and robust compliance capabilities of TantaComm products to their offerings.

TantaComm expects that the simple integration of their reliable solutions will allow OEMs to quickly offer powerful new call recording and quality monitoring functionality at the right price. “Our goal when developing our product for the OEM market was to make it especially easy to integrate and support from both a technical and commercial perspective,” said Ruben Moffett, TantaComm Chief Operating Officer. “We heard from many OEMs that past integrations resulted in solutions that were difficult to integrate and also difficult to market due to their costs.” Moffett continued, “TantaComm’s commercial model provides a very profitable revenue stream for our partners. We have received positive feedback from several providers and expect to announce some exciting relationships in the very near future.”

The flexibility of the TantaComm Application Programming Interface (API) and Web Services allows seamless integration into third-party software environments. “Our products have been developed using a framework that makes integration very easy,” said Nick Morris, Vice President of Technology at TantaComm. “In addition, we have an architecture that is platform agnostic, so OEMs can determine the system that works best for their clients.”

The TantaComm product suite enables organizations to capture, analyze and optimize customer and prospect interactions. Leveraging TantaComm, companies can deliver high quality customer experiences, mitigate risk and achieve compliance, and boost sales and service performance. TantaComm products available for OEM integration include:

  • Capture – cost-effectively and reliably record interactions
  • Protect – ensure the integrity and security of recorded interactions
  • Evaluate – efficiently author, publish, evaluate and manage operational performance

Aspect Software Announces the Addition of TantaComm to Its Channel Partner Program

10.23.2013

Date: 10/23/2013, Chelmsford, Massachusetts and Phoenix, Arizona

  • Hosted and premise-based solution provider has deep competencies in interaction recording solutions, performance management, Microsoft Lync and Microsoft.NET consulting
  • TantaComm has provided value-driven customer interaction recording solutions to some of the leading global Business Process Outsource companies around the world

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, today announced TantaComm will be joining the company’s North America channel partner program. A provider of interaction recording and performance management solutions for some of the leading global Business Process Outsource (BPO) companies and large, enterprise contact centers, TantaComm will be adding Aspect’s Workforce Optimization suite to their portfolio of customer solutions.

"The industry experience and unique solution competency of Aspect’s channel community continues to expand with the inclusion of yet another leading customer interaction solution provider. By adding Aspect’s robust interaction management and workforce optimization solutions, our partners are seeing the measureable value they can bring to our collective end-customers," says Tom Shepherd, Vice President, Worldwide Channel and Alliance Sales, Aspect. "The addition of Aspect’s Workforce Optimization suite will allow TantaComm to broaden their customer base and breadth of solution capabilities and build upon their expertise and existing suite of innovative and flexible contact center solutions."

In addition to offering customer interaction recording and performance management solutions to contact centers around the world, TantaComm is also a Microsoft Silver Partner offering Microsoft Lync, CRM and Microsoft.NET integration and consulting. Adding Aspect solutions was a natural fit to provide a complete contact center solution for recording, monitoring, and managing agent activity.

"TantaComm has a long history of providing value-driven customer interaction recording solutions that enhance operational efficiency and improves performance of contact centers," says Ruben Moffett, Chief Operating Officer at TantaComm. "Aspect’s industry-leading Workforce Optimization suite will complement our existing solution and allow us to extend our business offerings as well as provide new value to our existing customer base."

About Aspect
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

For more information, please contact:
Tim Dreyer
Aspect
Tel: 630 227 8312
tim.dreyer@aspect.com

TantaComm Achieves a Microsoft Silver Application Development Competency

8.21.2013

TantaComm earns distinction through demonstrated technology success and customer commitment.

Middleton, WI - August 21, 2013 - TantaComm, an industry leading provider of interaction recording, security and regulatory compliance, and performance management solutions for contact centers around the world, today announced it has achieved a Silver Application Development competency, demonstrating its ability to meet Microsoft Corp. customers’ evolving needs in today’s dynamic business environment. To earn a Microsoft Silver competency, partners must successfully demonstrate expertise through rigorous exams, culminating in Microsoft certifications. And to ensure the highest quality of services, Microsoft requires customer references for successful implementation and customer satisfaction.

"Building on our 20 years of experience providing solutions to our dynamic market, our Application Development competency allows us to deeply integrate our open platform with Microsoft CRM, SharePoint, and SQL Server,” according to Ruben Moffett, Chief Operating Officer. ”We are also excited with our recent Capture integration with Microsoft Lync. Lync integration provides the Capture platform the secure, reliable and scalable ability to record one of the fastest growing telephony systems in today’s market."

"This Microsoft Silver Application Development competency showcases our expertise in today’s technology market and demonstrates our knowledge of Microsoft and its products," said Nicholas Morris, Vice President of Information Technology. "Our plan is to accelerate our customers’ success by serving as technology advisors for their business demands."

"By achieving a Silver competency, TantaComm has proven their expertise in specific technology areas, placing them among the top 5 percent of Microsoft partners worldwide," said Jon Roskill, corporate vice president, Worldwide Partner Group at Microsoft Corp. "When customers look for an IT partner to meet their business challenges, choosing a company that has attained Microsoft competencies is a smart move. These are highly qualified professionals with access to Microsoft technical support and product teams."

Earning the Application Development competency helps partners differentiate themselves as a trusted expert to their customers through development and deployment of commercial or custom applications built using core Microsoft technologies like Windows Server and Windows 8 operating systems, the Windows Azure platform, Microsoft Visual Studio 2012 development system, Microsoft BizTalk Server and emerging cloud-based and web business models. By gaining access to a comprehensive set of benefits through the Application Development competency, partners can acquire new customers and help them be more productive and profitable through deployment of business applications, advanced web portals or rich client user interfaces that run on premises or in the cloud.

The Microsoft Partner Network helps partners strengthen their capabilities to showcase leadership in the marketplace on the latest technology, to better serve customers and, with 640,000 Microsoft partners in their ecosystem, to easily connect with one of the most active, diverse networks in the world.

TantaComm launches Capture for Small- to Mid-Sized Contact Center Operations

8.21.2013

Middleton, WI - August 21, 2013 - TantaComm, an industry leading provider of interaction recording, security and regulatory compliance, and performance management solutions for contact centers around the world, today announces a new release of Capture designed specifically for small- to mid-sized operations.

"For nearly two decades, TantaComm has been providing sophisticated interaction recording solutions for large and complex operations with tens of thousands of global representatives," says Ruben Moffett, Chief Operations Officer. He explains, "we have taken that enterprise-grade technology and created a solution now designed for smaller operations who can take advantage of the robust platform at an incredibly competitive price point."

This version of Capture retains most of the complex recording functionality as the original Capture solution, but operates on a smaller infrastructure footprint. Additional TantaComm solution modules are available as add-ons allowing clients to select only the products their business model specifically requires.

"All contacts centers, regardless of size, need to ensure that their call recording system is performing at all times. Small- and mid-sized contacts centers can now achieve the same confidence and efficiencies in call recording that our global clients have enjoyed for nearly 20 years," according to Nick Morris Chief Technology Officer. He goes on to state, "pricing for 50 users is around $15,000 and includes the physical or virtual infrastructure, base system configuration, extensive recording, storage and playback capabilities, CTI event triggering, and user and administration licenses."

Capture is an ideal solution for contact centers utilizing VoIP or SIP technology. Customers will have the option to choose between TantaComm’s flexible implementation and financial models. This flexibility, combined with strong products makes TantaComm a trusted partner with industry-leading client retention rates.

TantaComm selects Vital Support Systems' ReliaCloud™ services

8.6.2013

Middleton, WI - August 6, 2013 - Vital Support Systems, a division of TDS Hosted & Managed Services, LLC (TDS HMS), announced today they have been selected to provide ReliaCloud™ and managed services for TantaComm. As part of the newly signed contract, Vital will also provide TantaComm with Internet bandwidth, transport solutions, VPN, security, patching and management.

TantaComm is a global innovator in customer interaction recording, compliance and quality management solutions. Many of the world's largest contact centers, service desks, inside sales teams and technology providers rely on TantaComm to help them deliver great customer experiences. Until contracting with Vital, TantaComm owned, operated and managed their own IT racks, configurations, and servers.

"The switch to Vital's ReliaCloud service is about ease, cost and flexibility," said Nick Morris, Vice President of Information Technology for TantaComm. "With ReliaCloud, we moved into a virtual environment that allows us to scale quickly and easily as we grow. This model, and having the option to place some of our exterior cabinets and our cloud-based suite in their facility, is a key illustration of the flexibility delivered by Vital and their ReliaCloud service. The Vital team listened to our needs, explained the options, and partnered with our company to help us meet our needs."

Since selecting Vital's ReliaCloud virtual service TantaComm has moved their cloud-based suite of products into the TDS HMS data center in Fitchburg, Wis. This includes:

  • TantaComm Capture, which records customer interactions for compliance and quality management, helping clients securely manage storage, search, retrieval and playback.
  • TantaComm Centralize, which is designed for contact center operations managing multiple sites, technologies and processes. A cloud-based solution, it consolidates systems administration, recording management and storage in the cloud.
  • Long-term storage options for recorded interactions either on-premise or in TantaComm's facility or cloud.

TantaComm, also recently earned their PCI certification in Vital's ReliaCloud environment. The certification, based on the security standards of client account data, allowed TantaComm to meet industry security requirements. These are requirements that all businesses must adhere to in order to accept payment cards, and to store, process and/or transmit cardholder data.

"Securing PCI certification is a huge feat," says Mike Wohlenhaus, vice president of Managed Service Sales at Vital Support Systems. "Congratulations to TantaComm on this accomplishment. We are proud our ReliaCloud environment affords them this opportunity. We look forward to continuing to provide a safe and secure environment that enables them to successfully serve their customers."

Morris says, "The Vital team is very knowledgeable. We especially like the fact that with Vital, it's not a one-size-fits-all environment. Instead, we are starting with the services we need and we'll grow into new Vital products based on our needs."

Vital offers a comprehensive suite of products and services, including: managed services, planning, engineering, procurement, and installation.

 

Learn more about TantaComm and Vital Support Systems.

TantaComm v2013 Upgrade Adds New Features and Integrations to Compliance Recording and Quality Management Solutions

7.24.2013

New release offers significant enhancements and new modules in a cost-effective, easy-to-use platform

Middleton, WI - July 24, 2013 - TantaComm, an industry-leading provider of interaction recording, call compliance, and quality monitoring solutions, today announced the launch of the v2013 platform for its Capture, Protect, Evaluate, and Centralize products. Building upon TantaComm’s well-received major platform redesign at the beginning of 2012, the v2013 upgrade expands upon that product release with additional features and integrations.

The TantaComm v2013 product release is available now for global installations. The software upgrade, included as part of the maintenance and support agreement to existing TantaComm clients, was first made available to customers in the second quarter of 2013.

"We continue to listen to customers and prospects and have added significant features based on that feedback,” said Ruben Moffett, TantaComm Chief Operating Officer. "Our customers will immediately benefit from the capabilities, reliability and flexibility of the new platform. This release expands integration capabilities, adds a number of entirely new modules within existing products, and introduces a series of significant functional and administrative enhancements."

The v2013 product release provides enhanced reporting and administrative services across all TantaComm products, expanding capabilities and improving system management. Highlights include:

  • Capture, TantaComm’s solution for interaction recording, now integrates actively with both Microsoft Lync and Genesys, offers Record On-Demand and Back Office integration, and provides significantly expanded interfaces for third party systems integration.
  • Evaluate, TantaComm’s interaction monitoring solution, now comes bundled with a verifications module offering end-to-end process management workflows. Other new features include an expansion of the robust scoring and weighting systems which make Evaluate effective and easy to manage.
  • Centralize, TantaComm’s cloud-based suite of solutions, is now fully PCI compliant and provides call recording, long term storage, and a solution designed for operations to manage and play back calls recorded from disparate locations, vendors and technologies.

"TantaComm understands that contact centers perform a wide variety of tasks across their operations, and we strive to ensure that our products meet those goals," said Lisa Hagen, TantaComm Vice President of Professional Services. "Evaluate is an example of this commitment as it provides both quality monitoring and verification within one licensed product. As with our previous release, these tools and forms are easy to build and administer without requiring expensive professional service engagements."

TantaComm’s goal with v2013 and future releases is to continue to provide clients with feature-rich, robust products that are easy to administer, while leveraging clients’ existing infrastructure to minimize cost. TantaComm has earned a global reputation as a market leader by providing cost-competitive solutions for interaction recording and quality monitoring.

Nick Morris, TantaComm Chief Technology Officer, added, "Companies that are challenged with tightened budgets will see significant cost savings and ROI with v2013 as we continue to shrink the infrastructure footprint."

TantaComm Expands Evaluate Product to Include Verification

4.8.2013

New module delivers dynamic verification solution in an intuitive user interface 

Middleton, WI - April 8, 2013 - TantaComm, an industry-leading provider of interaction recording, call compliance, and quality monitoring solutions, today announced the launch of a new verification module within Evaluate, TantaComm’s interaction monitoring solution.

Evaluate consists of two distinct modules that provide out-of-the-box tools to efficiently streamline monitoring of a contact center's recorded interactions. The new verification module features a workflow that provides an easy-to-use application programming interface (API) with the flexibility to efficiently target specific recorded interactions based on a variety of triggers. It includes an intuitive interface to review those transactions, and integration points with client applications that allow end-to-end process management. The verification module works as a complement to Evaluate's quality monitoring module and the combination provides contact centers with a variety of tools to evaluate their operational performance and optimize the customers' experiences.

"Verification is an essential tool for many contact centers," explained Ruben Moffett, Chief Operating Officer of TantaComm. "The verification module within Evaluate ensures that transactions are appropriately reviewed, thus avoiding fraudulent sales activities, dissatisfied customers, and downstream provisioning issues."

"Evaluate's verification module is an excellent example of the versatility of the TantaComm platform," added Nick Morris, TantaComm Chief Technology Officer. "We have effectively leveraged the Evaluate product originally built for quality monitoring so that it readily accommodates the verification process. This allows us to bundle both services into one product without an increased cost to our customers."

TantaComm Introduces Virtualized Delivery of v2013 Product Suite for Contact Centers

2.6.2013

Virtualized delivery model allows cost-effective implementations that leverage existing infrastructure 

Middleton, WI - February 6, 2013 - TantaComm, one of the world’s largest providers of interaction recording, call compliance, and quality monitoring solutions, today announced virtualized delivery of its v2013 product suite. TantaComm's Capture, Protect, Evaluate and Centralize applications can be installed on virtual hard drive space that lets customers run the solutions as if software was installed on the host operating system.

TantaComm's virtualization model lets customers significantly reduce infrastructure costs by minimizing investment in physical hardware, thereby removing a key financial barrier many clients face.

Virtualization technology, led by powerhouse products like VMware and Hyper-V, has achieved widespread acceptance as users embrace its many benefits, including strengthened system reliability, greater agility, consolidated systems, increased scalability, and simplified IT oversight. The advantages also extend to a reduction in power consumption, cooling, cabling, and physical space. TantaComm is embracing the progression of virtualization by offering its interaction recording and quality monitoring solutions in a virtualized appliance model.

"As TantaComm's software capabilities rapidly expand, we continue to focus on new ways to minimize costs and maximize performance for our clients," said Ruben Moffett, TantaComm Chief Operating Officer. "Providing virtualized delivery of our widely-used contact center solutions dramatically reduces the infrastructure required to implement. This is the latest example of TantaComm's responsiveness to our customers' needs."

"A virtual product offering gives our clients the added benefit of easily configuring a redundant solution inside their virtual infrastructure," added Nick Morris, TantaComm Chief Technology Officer. "In a traditional on-premise deployment, redundancy would require the purchase of duplicate hardware. With virtualization, high availability can be obtained by leveraging the existing platform."

TantaComm Further Reduces Total Cost of Ownership (TCO) with Virtualization of Call Recording and Compliance Platform

9.17.2012

MIDDLETON, WI - September 17, 2012 - TantaComm, an industry-leading provider of interaction recording, call compliance, and quality management solutions for BPOs, recently launched its production implementation of virtualized infrastructure utilized to support its solutions platform. This technology has an immediate impact on both current and prospective customers by minimizing investment in physical hardware by capitalizing on clients’ existing infrastructure.

"Each step within our software development process is designed around not only making well-designed and feature-rich products, but also understanding how to leverage the latest technologies, streamline the implementation process, and drive down the cost structure for our customers,” stated Nick Morris, Vice President of Information Technology. "Building on significant progress achieved over the past year to minimize the physical footprint, we are now also offering clients the ability to leverage their pre-existing internal infrastructure.”

Virtualization offers customers a variety of features, including:

  • Minimal physical footprint and infrastructure resource pooling
  • Ability to use customer’s existing infrastructure for additional cost reduction and utilization of failover and high availability configurations
  • A streamlined implementation process resulting in an ability to get customers up and running quickly and efficiently

Virtualization provides added flexibility to customers with the implementation of the organizations’ TantaComm IQ product suite, which consists of Capture, Protect, Evaluate, and Centralize. It provides interaction recording, compliance enablement, quality management, and operational/platform aggregation solutions to help call center operations overcome the specific challenges they encounter in their unique business environments.

To learn more, visit www.tantacomm.com or contact sales@tantacomm.com for more information.

TantaComm Introduces Centralize, a Consolidation Platform for Call Recording and Quality Monitoring Functions

8.23.2012

MIDDLETON, WI - August 23, 2012 - TantaComm, an industry-leading provider of interaction recording, call compliance, and quality management solutions for BPOs, recently formalized its Centralize product for broad distribution. This solution is designed to give customers the ability to aggregate call recordings from multiple call center operations and platforms into a centralized location for streamlined quality monitoring, consolidated data analysis, and long-term retention. Centralize has existed in different configurations for a variety of customers, but with increasing industry demand, TantaComm has standardized these configurations and enhanced functionality to facilitate a formal product launch and on-going evolution.

"We understand that in many circumstances, organizations are managing internal and/or outsourced call center operations across varied call recording platforms and quality monitoring processes," stated Ruben Moffett, Chief Operating Officer. "Centralize is a solution to help standardize these disparate operations into a singular platform facilitating economies of scale and consistency."

Centralize delivers a wide range of benefits, including:

  • Efficient media format conversion processes facilitate aggregation of call recordings regardless of call recording platforms
  • Centralized and secure cloud solution for aggregation and long-term retention of customer interactions
  • Ability to be implemented as a stand-alone product or seamlessly integrated with the TantaComm IQ product suite, which includes Capture (call recording software), Protect (call compliance), and Evaluate (quality management) for easy implementation and administration.

To learn more about TantaComm Centralize, visit www.tantacomm.com/products/centralize or email sales@tantacomm.com to schedule a live demo.

TantaComm Launches Evaluate, an Expansive Quality Monitoring Tool Designed to Improve Performance Management at BPOs

6.26.2012

MIDDLETON, WI - June 26, 2012 - TantaComm, an industry-leading provider of interaction recording, call compliance, and quality management solutions, recently launched TantaComm Evaluate, the performance management component of the company's IQ product portfolio. TantaComm Evaluate provides robust functionality to help BPOs measure the effectiveness of their call center operations and business processes.

"The launch of TantaComm Evaluate serves as an additional layer to Capture, our foundational interaction recording platform," stated Ruben Moffett, Chief Operating Officer. "Evaluate builds upon functionality previously provided by TantaComm, but delivers advanced features and benefits through a sleek user interface designed around operational users. Quality Monitoring is a critical business function to high performing call centers. Our solution is robust yet easy to use and administer. Keeping it simple while meeting the diverse needs of outsourced call centers was the challenge and I believe that our technology team delivered an excellent solution."

TantaComm Evaluate offers a wide array of functionality, including:

  • Create, modify, and re-use existing customized quality monitoring evaluation forms without involving a professional services team resulting in lower administrative investment
  • Document, track, and report on agent performance for improved performance management and training opportunities
  • Validate and manage Evaluator behavior to ensure consistency and accuracy across performance management practice
  • Capture additional data points related to key call volume trends and customer insight for improved customer service

Evaluate is the third product launched as part of the organization's IQ product suite. Previously, the company launched TantaComm Capture, an evolution of the company's existing call recording software, and TantaComm Protect, a suite of solutions designed to ensure the integrity and security of recorded interactions and to enable BPOs to meet the 12 PCI-DSS requirements.

To learn more about TantaComm Evaluate, visit www.tantacomm.com/products/evaluate or email sales@tantacomm.com to schedule a live demo.