February 18, 2009 03:01 ET

NetBorder Call Progress Analysis Engine Integrates With VICIdial so Agents Can Spend More Time With Paying Customers

Sangoma's Confidence-Based CPA Engine Powers VICIdial Solution To Help Call Centers Lower Drop Rate to 1%, Meet Compliance Requirements

TORONTO, ONTARIO--(Marketwire - Feb. 18, 2009) - Sangoma(R) Technologies Corporation (TSX VENTURE:STC) today announced integration of its NetBorder Call Progress Analysis Engine with VICIdial, the foremost open source predictive dialer available worldwide.

NetBorder Call Progress Analysis Engine is a patent-pending solution based on advanced statistic models, renowned for offering fast, reliable real-time call classification and routing for the outbound contact center.

VICIdial is implementing the NetBorder Call Analyzer software with Sangoma cards as an option on top of its Asterisk-based solution. NetBorder CPA integrates with VICIdial, and will integrate with any gateway or IP network.

"The solution is simple to integrate because it 'just talks SIP'," said David Mandelstam, CEO of Sangoma. "NetBorder Call Analyzer uses a standard SIP interface and runs on standard computing platforms and servers. Because it is based on scripts the software is highly configurable."

Before offering this integrated solution to its customers, VICIdial conducted a series of rigorous tests in a live setting. They placed over 21,000 calls through the NetBorder Call Analyzer's Call Progress Detection, to test how well answering machines are detected-specifically how few times a live person is mistaken for an answering machine. The Call Analyzer software also allowed the test campaigns to lower the drop/answered percentage to just over 1%, a full 2% lower than the FTC abandon limit of 3%, and easily meets the requirements of the new UK Ofcom limits.

"This is quite a success," said Matt Florell, President of ViciDial Group. "Using the NetBorder CPD allows the campaign to run at a more aggressive dialing setting while maintaining a lower drop rate. Also, agents' time is not wasted on answering machines, so they can spend more time on human contact calls."

NetBorder CPA has an easily demonstrable payback because it allows call center operators, to make use of existing solutions to increase productivity and reduce wasted time.

"CPA empowers all the thousands of users of VICIdial worldwide to significantly improve not only the economics, but also the quality of their call center offering, by almost eliminating annoying dead calls," said Mandelstam.

"We are excited to be able to offer such a money saving, revenue enhancing product to the call center community."

Sangoma's NetBorder Call Analyzer is part of the NetBorder Suite for Contact Centers currently being woven into the Sangoma product portfolio, following the acquisition of Paraxip. The product is now available for integration through authorized Empowered by Sangoma Resellers and Solution Partners.

Sangoma and VICIdial are exhibiting at Call Center World, Berlin in Stand #1A19.

About Sangoma Technologies Corporation

Sangoma is the premium provider of software-centric media and signal processing hardware. The company develops and manufactures the most scalable and reliable voice and Wide Area Network data cards in the industry, including the award-winning Advanced Flexible Telecommunications (AFT) product line. By offering the building blocks for all processing in any architecture, Sangoma gateways are tightly integrated and easily scalable. The result is a comprehensive toolset for creating cost-effective, powerful, and flexible solutions.

Founded in 1984, Sangoma Technologies Corporation is publicly traded on the TSX Venture Exchange (TSX VENTURE:STC). Additional information on Sangoma can be found at:


ViciDial(R) is a complete Open Source inbound and outbound call center suite. The agent interface is completely web-based and gives real-time information and functionality with nothing more than a web browser on the agent's client computer. The management interface is also web-based and offers the ability to view several real-time and summary reports as well as hundreds of detailed call handling and agent options and settings. ViciDial can function as an ACD for inbound calls or for calls coming from another ViciDial agent, and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone. There are currently over 700 installations of ViciDial in production in over 70 countries around the world, some with over 300 agent seats, and several with multiple locations. For more information about ViciDial, please go to or call +1 863-393-9330.

The TSX Venture Exchange does not accept responsibility for the adequacy or accuracy of this release.

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