Panatech Engineering promotes Charmed in Middle East

Panatech Engineering has been signed as sole distributor for Charmed Telephone Integration products for the Middle East and Africa region

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By  Mark Sutton Published  September 23, 2003

Panatech Engineering has signed a new distribution agreement with Dutch telecoms solutions vendor Charmed Telephone Integration, to act as its sole distributor for AGCC, Iran, Afghanistan , Egypt and other Middle East countries as well as the African region. Panatech, part of the Al Futtaim Group, will act as a distributor for Charmed Call Centre software across these regions.

The Charmed solution is a software-based call centre solution that can operate on a wide range of PABXs - TDM & IP. The software is capable of providing a range of call centre solutions, from straight forward call attendant services through to complete formal call centre deployments.

Panatech is a specialist for Panasonic telecommunications solutions based in the UAE, and is also a Cisco partner. Salil Ahuja, divisional manager for Telecom Networks & GSM at Panatech explained that the Charmed solution has been taken on to meet growing demand for cost-effective call centre solutions in the region.

"Most companies don't exactly know their telephony requirements today, but they are looking for an auto-attendant, or more functionalities-most of the time their requirements are large and complex , they just don't know how to define them. Every office has the potential need for this sort of solution, they already need many of these functions in various combinations," Ahuja said.

Panatech is looking to recruit systems integrator partners from around the region to deploy Charmed. Panatech will handle initial training to get resellers up to speed, and it currently has two deployments under way with prestigious organisations in the UAE as reference sites. The company will also be showcasing the solution at this year's Gitex exhibition to give potential partners from outside the UAE the chance to see the software in operation.

One of the main benefits of the software is that it can be deployed on top of a customer's existing PABX, making it a more cost effective solution for customers with existing solutions. This is also important for multi-site deployments that have infrastructure from different vendors. Charmed can be deployed on top of existing hardware, and will provide a single seamless view of the whole organisation, meaning a single operator can route calls across the whole organisation as appropriate.

The Windows-based software also has a range of features to integrate with common office applications such as Word, Excel and Outlook, to allow dialling direct from the PC desktop. The software also includes functionality to integrate with email, fax and SMS programmes.

Renold Norman, technical sales manager for telecom network at Panatech said that the basic package, is perfectly capable of meeting most needs - be it an informal or formal call-centre and as the customer's requirements grow. "A very affordable solution on TDM or IP platform, Charmed can start as a basic voice mail and can scale up to all functions as based on the customer requirement-an IVR, operator console, ACD, Call recording, a CTI, an inbound/outbound call centre-if they want an informal call centre it can function as that, or it can be a full fledged formal call centre with extensive reporting functionality. The Solution works on most TDM/IP PABXs and also can integrate to all popular CRM applications."

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