Telephony remains the dominant form of customer interaction for most businesses today, and is certainly a fundamental component of effective customer service. Traditional telephony is now being joined by IP-based telephony options to reduce the cost of telecommunications and to increase communications options. The Interaction Center Platform provides a number of methods to combine traditional circuit and IP telephony utilizing comprehensive support for a variety of telecommunications architectures. The benefits to enterprises and contact centers are quite dramatic. This white paper
discusses how the Interaction Center Platform and IP telephony combine to offer a powerful self-service as well as live service solution to various types of businesses.
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