December 16, 2011
First, only a handful of people in companies who use email. Now all the people wearing them. The same thing happened with multimedia. The move from synchronous to asynchronous communication really has reached a critical mass through a lot of multimedia channels. Many people no longer use the phone, but the tweet or post to a blog.
Companies that operate contact centers have a special need to sort out and integrate tightly canals multi-media, choosing the right one and integrate it into their operations.
To develop the scope and performance of contact center and therefore offer ‘customer experience’ that is needed of course become the opportunities that the terrain is constantly changing.
From the standpoint Avaya – Avaya’s vision was to offer its customers based on Standard Architecture – such as SIP. SIP is an open standard protocols, and has become part of the e-IMS stack, offering support for multi-media IP.
By using SIP-based open architecture, Avaya has achieved tighter interoperability between people, systems and information so that the ‘Enabling Effective Collaboration and Contextual’.
Effective Collaboration and Contextual multimedia solutions achieved through Avaya Aura Contact Center (AACC). AACC is a multimedia solutions and context sensitive voice, based conference to anticipate, and memercepat automate customer interactions.
He enabled the business to ‘redirect based on the context’ contacts, text-based entry in a manner such as voice calls directed manner. AACC forming solution ‘one box’ that includes not only the direction of incoming voice calls, but also the ability to integrate many of the canals into the contact center multimedia including video and outbound (out). [Read More]
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