TITLE

IP Contact Centers: Side-by-side

AUTHOR(S)
Mier, Edwin E.
PUB. DATE
August 2005
SOURCE
Business Communications Review;Aug2005, Vol. 35 Issue 8, p18
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
This article presents a research that compared computer network architectures, interfaces and multimedia support of the leading vendors' Internet protocol (IP) contact centers. The right IP contact center can make potential new customers go away happy. Contact centers--so called because they add customer-interaction channels beyond just voice--represent considerable added complexity, and cost, over voice-only call centers. Six leading vendors participated in this research. These vendors are: Avaya Communications Inc.; Genesys Telecommunication Laboratories Inc.; Interactive Intelligence Inc.; Mitel Networks Corp.; Nortel Networks Corp.; and Trango Software Corp. These participating vendors, especially Avaya, dominate the contact-center marketplace today. Another leading player, Cisco Systems, was invited but declined to participate the research. Avaya was awarded "Best Reporting, IP Contact Center," for its Interaction Center. Genesys was awarded "Most Scalable, Distributed IP Contact Center," for its Genesys 7 Suite. Interactive Intelligence was awarded "Best Integrated Multimedia, IP Contact Center," for its Customer Interaction Center.
ACCESSION #
17848437

 

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