Business Services Industry
IP contact centers: side-by-side; We compared their architectures, interfaces and multimedia support. Here's how the leading vendors' IP contact centers stack up.(BCR TEST)(Internet protocol)(Avaya Interaction Center 7.0, Avaya Contact Center Express 2.1, Genesys 7.0, Interactive Intelligence Customer Interaction Center 2.3.1, Mitel 6100 Contact Center Solution 4.5, Nortel Symposium 5.0 and Siemens HiPath ProCenter Standard 6.5)(Product/Service Evaluation)
Business Communications Review, August, 2005 by Mier, Edwin E.
The right IP contact center can make potential new customers go away happy. A conventional "Your call is important to us ..." call center--in today's age of Internet gratification--will likely just make them go away. Take a conventional call center, put it over an IP-telephony infrastructure, plug in a multimedia server or two and upgrade the agent PC client software, and presto--you've got all the makings of an IP contact center.
It's not quite that easy, of course. Contact centers--so called because they add customer-interaction channels beyond just voice--represent considerable added complexity, and cost, over voice-only call centers. After listening to years of vendor claims about their nouveau contact centers--ROI, ease of use, functional...
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