Business Services Industry
Avaya aims at mid-size contact center.(PRODUCT REVIEW)(Product/Service Evaluation)
Business Communications Review, December, 2004 by Krapf, Eric
Up to now, everyone's been asking, "What's the application for IP telephony?" But increasingly, in Avaya's world, the question is best phrased as, "What's the platform for the IP call center application?" In other words, the application--call centers--is here. Now it's just a question of whether the platform is an IP-PBX, a traditional system or, most likely, a hybrid of the two across an enterprise.
At the upcoming VoiceCon 2005 conference, for example, two very large Avaya customers are on the program in general sessions: Allan Rubin of Delta Air Lines will deliver a keynote address, and Heidi Wilensky of American Express will appear on a User Forum plenary session. Both are there to discuss call center implementations. So Avaya is betting heavily...
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