Editor's Note: This is the second in a series of
short articles from Rich Tehrani based on recent visits with a number of
VoIP vendors. The previous article is available
The rush into VoIP is being embraced from just about
every company that can try to lay claim to a piece of this market. Perhaps
most surprising is the electric utility companies that are looking to
become tomorrow�s VoIP service providers.
In the contact center space, too, every company wants
a piece of the pie. Case in point is
Spanlink, a player in the contact center market for many years. They
have recently moved into IP telephony and have further partnered with
Cisco and have tailored applications to take full advantage of VoIP in the
contact center. There is a broad range of products in their portfolio:
Concentric Customer: Provides natural
language apps for the Web and IVR
Concentric Agent: Monitors agents, manages
workflow and CTI integration
Concentric Supervisor: Real-time reports,
coaching and monitoring solutions
Concentric Telephony: IP phone and open
interfaces such as XML and JTAPI
One of the recent pushes has been to sell solutions
based on multi-tenancy, which can be used in a hosted solution if you are
an ASP for example.
The state of Minnesota is using the multi-tenancy
features of Spanlink�s solution to provide hosted solutions across state
agencies that are managed by a single agency. As opposed to having to deal
with disparate vendors and solutions, it was found to be more cost
effective to go this internal ASP route.
The hosted communications market had a false start
back in 2001, but the technology is so solid now and there are so many
companies deploying solutions that it is worth considering this type of
model in any IP contact center deployment.
Please talk back to
me in our forums.
Rich Tehrani is TMC's president. He welcomes your comments.
Participate in our forums.
reprints of this article by calling (800) 290-5460 or buy them directly
online at www.reprintbuyer.com.