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•Genesys, Inquira on Web Self-Service as the New Strategic Imperative
Businesses always need to look at how they can cut costs while providing better customer service, and that's especially true in a dynamic economic climate. In this podcast, Lisa Abbott, a senior manager of product marketing at Genesys, and Chris Hall, vice president of product marketing at Inquira, look at how smart businesses are turning to Web self-service as the new strategic imperative.
•Security Considerations: For an IP PBX and Contact Center Application Server CIC Version 2.4
As voice and data communications increasingly migrate to Internet networks and voice over IP (VoIP), communications security has taken on added importance for customer privacy and regulatory compliance in contact center and other consumer-oriented industries. This paper discusses the OSI Model for network and communications system security and how it applies to the Customer Interaction Center® (CIC) application server, with specific emphasis on how version 2.4 of the CIC software conforms to an organization's existing network operating system environment and security policies for compliance requirements.
•IP Telephony and the Interaction Center Platform
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 telephone 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.








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