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IP Communications Enabling the Contact Center: ITEXPO Session
January 20, 2010
While moderating today’s ITEXPO (News - Alert) East panel session, “What does IP Communications Enable in the Contact Center?” I looked out into the crowd and watched the interesting faces listen to the panel speakers educate the attendees about how IP communications system can improve contact center companies.
From my perspective, what made the session so interesting was that the discussion went beyond the cross savings and operational benefits of how IP communications has come to improve the success of contact centers, and went on to how to configure and integrate a system to improve a business process.
Evolve IP’s Scott Kinka (News - Alert), senior vice president of Network Services, began the discussion where he spoke about the advantages of IP Communications in the hosted space. There, he went further and discussed the architectural differences or advantages in deploying an IP communication system in a contact center versus a traditional system.
Broadsoft’s Paul Adams, director of product management, who is responsible for enhanced services including unified messaging, ACD and call center and collaboration technologies, took a different approach on gauging the readers.
By playing a Broadsoft case study YouTube (News - Alert) video, Adams gave the audience a before and after scenario of how using a traditional PTSN is less effective than an IP-based system.
With Mike Burke, IQ Services’ (News - Alert) chief technology officer and vice president of consulting, rounding out the trifecta of IP experts, the room was full of current IP Communication-based system users and those contemplating the switch honing in on advice from the three executives.
As he lectured, Burke said something that sunk in hard with me: “it’s about the user, stupid.” And, while quoting Bill Clinton may be unconventional for some, I thought it made a lot of sense; the system should be based on those agents who have to get up every day and work on a platform that should satisfy them.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire
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