IP Telephony & Contact Center Architects

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“If it works, why should I care?” Don’t make the common mistake of believing multi-tenancy is the same as multi-user or multi- enterprise clouds: “Multi tenancy Vs Multi Instance in CCaaS / UCaaS clouds..

Download Complete Whitepaper : https://drive.google.com/file/d/0B-I0ckywnDJfV0ZoNWZhLUxPN2RHcWlCX09wdlFJd0pRdEow/view?usp=sharing_eid

Cisco Unified CCX Call Processing

 Typical Cisco Unified CCX call flow:– 1. Call arrives at Voice Gateway (VG) 2. Voice Gateway asks Unified CM how to route the call (using H.323 or MGCP). 3. Cisco Unified CM has the dialed number (DN) associated with a… Continue Reading →

Top 10 Questions to Ask Any Contact Center Technology Provider

What Does the Proposed Vender Contact Center Solution Do? How Long Will It Take To Deploy? What Will The Technology Cost To Deploy? What Will The Technology Cost To Own? What Is The System’s Scalability? How Reliable Is The Technology?… Continue Reading →

Contact Center Terms – Acronyms

ACD : Automatic Call Distributor ACS : Automatic Call Sequencer ACW : After Call Work ADSL : Asymmetrical Digital Subscriber Line AHT : Average Handling Time AHT : Average Holding Time on Trunks AIN : Advanced Intelligent Network ANI :… Continue Reading →

Scheduled Call Back

Typically, when a customer is waiting in queue for an available agent, or is calling outside of business hours, the customer must either callback at another time or leave a voice mail message. This is often an inconvenience to the… Continue Reading →

Why Hosted Contact Center Services?

Hosted contact centre services can help to address a longstanding set of problems faced by enterprises using the premise-based model. Firstly, premise-based contact centre infrastructure is costly for enterprises to build and maintain, requiring significant CAPEX outlay. This problem is… Continue Reading →

The ten capabilities of a Genesys Dynamic Contact Center

1. Consolidation and Virtualization of Resources – Unifies disparate technologies and contact centers. 2. Proactive Contact Management – Generates campaigns for informing customers. 3. Reporting and Analytics – Brings historical and real-time views into the contact center. 4. Branch, Remote… Continue Reading →

What is a hosted contact centre service?

There is much debate in the contact centre community over the hosted contact centre. In fact, even the definition of hosted contact centre varies according to different sources. Datamonitor defines managed and hosted contact centre services as “the provision of… Continue Reading →

A Guide to Choosing the Right Call Center Software

Choosing the right call center software can help manage information, improve customer service and boost staff productivity. With the large number of different solutions on the market, each claiming to be “the best”, it can be difficult to zero-in on… Continue Reading →

Contact Center Overview!

A call center or contact center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A contact center is operated by a company to administer incoming product support or information… Continue Reading →

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