Stories by Lori Bocklund

The next-generation customer contact center

Picture this: Instead of having to operate an expensive call center tied to a physical location, you've created a virtual, multimedia contact center staffed by agents working from home or in distant offices, connected through a voice-over-IP network.
You've launched money-saving, self-service customer applications based on standards such as XML and VoiceXML that reduce the load on your agents. You've integrated your CRM software with computer-telephone integration (CTI) so that back-end database information on customers is available to agents in the form of screen pops.

Written by Lori Bocklund30 March 03 22:00

VoIP is in your future

The other major architectural change on the road to contact center Nirvana is to the packet-switched world of IP from traditional, circuit-switched TDM.
The migration path generally will start with IP-enabled products, using a TDM infrastructure at the core, with IP to the desktop and IP for networking to remote locations. The next step is a full-blown IP-centric solution with an IP switching infrastructure throughout.

Written by Lori Bocklund30 March 03 22:00