3Com Expands Convergence Applications Suite, Offers New VoIP Applications

Customer Inter@ction Solutions, Oct 2005 by Kalinoski, Glenn J

3Com Corporation recently made two announcements in the contact center space. First, the company announced the expansion of its Convergence Applications Suite with the introduction of the new 3Com Internet Protocol Contact Center module. The 3Com IP Contact Center module routes customer contacts (phone, e-mail, Web and fax) to agents anywhere on the enterprise network. 3Com will license the 3Com IP Contact Center product from Nuasis Corporation.

The 3Com IP Contact Center module is an IP-based application geared toward medium and large enterprise customers. The module consolidates multiple contact center systems such as legacy ACDs, IVRs and computer-telephony integration components on a single software platform; it is open architecture- and standards-based, leveraging Session Initiation Protocol (SIP) to provide the flexibility, interoperability and ease-of-use needed in a converged environment.

In other news, 3Com introduced a new set of VoIP applications for large enterprises designed to allow remote users to gain secure access to a company's converged communication network. The new 3Com IP Telecommuting module is open and standards-based, leveraging SIP to provide improved flexibility, interoperability and ease-of-use.

The 3Com IP Telecommuting module aims to enhance the mobility of employees by enabling the use of corporate IP telephony applications, such as IP conferencing, IP messaging, IP contact center and other communication services, from almost any location outside the LAN. This application also enables enterprises to deploy home agents outside of, but fully connected to, corporate contact centers.

www.3com.com

www.nuasis.com

By Glenn J. Kalinoski, Executive Editor, Customer lnter@ction Solutions