Unified Communications and the Call Center
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While many companies are getting to grips with their initial telephony integration offerings, there are some companies out there that are now working on the next level of integration, which is with the Call Center telephone system. For many companies with a telephone system, the Call Center is often on a totally different system, handling incoming calls, assigning them to hunt groups, finding the next available agent etc. Microsoft announced a recent partnership with Aspect Communications and today Siemens introduced theOpen Virtualized Contact Center.
As IM vendors combine IM and telephone presence, information relating to the call center for a large number of employees becomes more and more important. If you've got a hunt group type application for your IM solution then this becomes the perfect application to combine with the presence and wait list information from a telephone call center application.
Watch this space, as I think more vendors are going to be partnering up with Call Center vendors over the coming months.
While many companies are getting to grips with their initial telephony integration offerings, there are some companies out there that are now working on the next level of integration, which is with the Call Center telephone system. For many companies with a telephone system, the Call Center is often on a totally different system, handling incoming calls, assigning them to hunt groups, finding the next available agent etc. Microsoft announced a recent partnership with Aspect Communications and today Siemens introduced theOpen Virtualized Contact Center.
As IM vendors combine IM and telephone presence, information relating to the call center for a large number of employees becomes more and more important. If you've got a hunt group type application for your IM solution then this becomes the perfect application to combine with the presence and wait list information from a telephone call center application.
Watch this space, as I think more vendors are going to be partnering up with Call Center vendors over the coming months.
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Posted by Dan.sickles At 09:03:21 PM On 04/21/2008 | - Website - |