November 2008 | Volume 27 / Number 6
Innovative SOLUTIONS
Hosted Solutions: “Shrink-wrap” Products vs. Customized Solutions
By Joshua Shale,
Director of Marketing,
VoltDelta
When implementing hosted solutions, there typically appears to be two levels of hosted offerings: pre-prepared “shrink wrap” applications and completely customized “built from scratch” solutions. Each of these has their own distinct pros and cons that the contact center needs to evaluate before making a decision on a hosted solution service provider. “Shrink-wrap” Applications These pre-prepared applications are somewhat generic but are typically easily implemented; examples include store locators, survey applications and CTI integrations to common CRM packages. These applications are rapidly deployed and easily integrated with the basic contact center infrastructure. They can cover most of the common needs — but rarely satisfy all requirements and are not easily (or in some cases not at all) customizable. Smaller centers are more likely to use these applications as they are better suited to their needs.
Customized Solutions Volt Delta Launches OASIS Smart-Station
Volt Delta recently announced OASIS Smart-Station as an addition to the company’s OASIS contact center suite of products. The new solution provides contact center agents with full telephony and media management capabilities, as well as a clear way of presenting all required applications and services including the use of individual tabbed views for each individual agent application. According to VoltDelta (News - Alert) , as each call arrives these tabs are automatically popped and configured ready for use by the agent. Additionally the company released OASIS Smart-Station for Microsoft Dynamics CRM, which offers a very rich and flexible CTI (News - Alert) interface between the OASIS contact center package and the Dynamics CRM system. The benefits of integrating so closely include the ability to create an immediate screen pop of the customer’s details on call arrival, based on either the caller’s telephone number or use of other information that the customer may have provided to an OASIS self-service speech application. The Microsoft (News - Alert) Dynamics CRM implementation also exploits the tabbed views approach to provide a number of additional screen pops for account-related information and other services. These could include the automatic screen pop of a separate browser window for a customer’s Web site, an immediate customer location with a map and Virtual Earth display based on the customer’s address and even automatically performing an Internet search to provide further details. Designed to be a flexible highly integrated environment for efficient call handling and customer contact, the new offering from Volt Delta is available both as an on-premise offering and also as a hosted service. – Greg Galitzine (News - Alert) is editorial director at TMC. CIS Magazine Table of Contents |