Business Services Industry
Avaya's CRM enhancements. (Product Review).(Interaction Center 6.0)(Product Announcement)
Business Communications Review, July, 2002 by Krapf, Eric
It still may be some time before we have fully-integrated Web/call centers, but increasingly, enterprises are seeking to add Web components to their contact center. The reasons have to do with both the migration toward IP-based voice/data convergence, and with the desire to introduce more self-service into the contact center as a cost-saving device (see this issue, pp.
38-42 and 43-46). Like most of the major vendors, Avaya plunged into the Web call center/customer relationship management (CRM) market, and is in the process of refining its contact center product set. The vendor recently announced a Multimedia Contact Center initiative, which embraces two application suites: An enhancement to Interaction Center-a multimedia routing and CRM tool which...
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