The move to voice over IP technology brings with it opportunity to expand the assets of the contact center in order to better serve customers. Learn how the introduction of email, web chat, fax short message service and even walk-in interactions become an easy extension to traditional voice. Support for agents in multiple locations is now as simple as having agents log into their broadband connection. Presence capabilities based on SIP and Microsoft Live Communications Server allow for easy collaboration among the contact center, in-house experts as well as partners and suppliers via federation.
The term contact center “design” can mean different things to different people.To some it refers exclusively to the edifice or building shell, while to others it means just the interior design or ambience of the work
environment. Both are critical aspects of the contact center workplace; however, to us and to our clients,
“design” refers to the effective layout of floor plans, ergonomic furniture solutions and effective utilization
of space that yields fewer injuries and greater individual and team productivity.
In this paper,we define and explore the seven most critical aspects of effective contact center design from
this vantage point, based upon years of field experience and successful installations with satisfied clients.
CommuniGate Pro provides a powerful mobile messaging solution with built-in ActiveSync features that support a wide range of mobile devices. CommuniGate Pro delivers a Unified Communications solution that allows users to have a single identity with multiple device and access methods. Users have the same experiences, and access to the same data, whether they use a mobile device, Web mail, the Flash Pronto! user interface, Outlook, or Mac clients. These features allow true portability for today’s mobile workforce. CommuniGate Pro is the most reliable server built with carrier grade requirements for true 99.999 percent uptime.
TECHtionary provides writing and marketing communications services in addition to unique animated tutorials and presentations. For details, visit http://www.techtionary.com or email cross@gocross.com
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