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Overview: For almost two decades, companies have strived to distribute incoming voice calls among call takers in the most efficient manner. In past, email and web interactions have been included in the routing mix, using common routing engines across media. However, these communications remained confined within their own ’Channel’ - voice, email or web chat - and on their originating device. With converged second generation IP communication networks come new standards such as Session Initiation Protocol (SIP). SIP enabled devices and applications have the potential to transform customer interactions and the way customer contact centers work.
VoiceCon SF 2009 Keynote: Mark Straton, Siemens
Mark C. Straton, the Senior Vice President of Voice & Applications Marketing at Siemens Enterprise Communications Group delivers a keynote.
Internet Protocol (IP) Communications: what users really think of it
Both CIOs and IT teams agree that IP Communications can be of tremendous value. This survey reveals why IP adoption is increasing at a rapid rate, as well as the concerns surrounding IP.
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