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EasyCall, powered by Citrix Communication Gateway™, transparently adds communications capabilities into any application via the EasyCall client, or into web applications via a Web Services API. With EasyCall, end‑users get "Click‑to‑Call" for any telephone number and with any telephone ‑ mobile phone, home phone, office phone, softphone ‑ as the originating device. Call initiation and setup is handled by Citrix Communication Gateway, ensuring NetScaler appliance throughput and performance are not impacted.

Challenges

Imagine providing remote communications capability to employees and customers while reducing communication costs. And doing this without having your employees and customers settle for voice quality of service issues inherent with the best effort networking of the Internet.

• High employee communication costs The cost of calls while outside the office is expensive. Long distance calls, especially international, are expensive when users are out of the office and using mobile phones. Using home telephones are less expensive, but introduce administrative overhead of having to expense these charges.
• High customer communication costs Direct customer interaction usually still involves toll-free 800 calls and associated charges. Using the EasyCall Web Services API, you can provide a web interface for your customers to enter their phone numbers; the Web Services API would then connect you and your customers using the existing corporate telephone system.
• Mobile workforce With more and more employees telecommuting or working as Road Warriors, they need secure remote access to the corporate telephone network.
• High volume calling With groups or departments that have high volumes of outbound calling, such as outbound contact centers, it is difficult and costly to automate this process. EasyCall enables dialing from the application itself, increasing the number of calls possible during a day.
• Softphone complexity Installing IP soft phones is resource intensive, prone to errors, and can result in application conflicts. IP voice traffic is subject to quality of service (QoS) issues that can degrade voice quality to a point where it is unusable. EasyCall can eliminate the need for outbound calling using softphones.
• Limited click-to-call solutions Current solutions only work through a limited number of applications and usually only work with desk telephones, often IP telephones only, from one telephone system vendor.

EasyCall Benefits

• Reduced employee communication costs Phone calls that originate from the corporate telephone system normally have less expensive long distance rates. For corporate IP telephone networks, voice traffic remains "on-network" and uses least cost routing to further reduce call costs.
• Integrating communications into applications EasyCall embeds communication capabilities into any application. This enables users to be more productive, and outbound contact centers more efficient, by initiating calls from within the application itself. The call can be made from the user’s choice of device ‑ a particular benefit for remote users, who may be unsuccessful with softphones implementations.
• Remote outbound communications substitute for softphones Imagine providing remote communications capability without having to worry about poor call quality with softphones. EasyCall enables users to click on any telephone number, look‑up anyone in the directory, or just type in a number and make a call using the regular corporate telephone network.
• Outbound contact center agent efficiency Agents that make a large number of outbound calls spend a significant amount of time in a specific application. The EasyCall feature enables outbound contact center agents to dial directly from applications used to manage customer or prospect data. With EasyCall there is no need to mentally transfer the number between the application and the telephone. This equates to more dialed calls, and thus more revenue or more support cases solved.
• Intuitive user interface Users simply hover over a telephone number and click the dial button. There is no need to switch applications or manually dial a telephone.

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