Building Applications with SIP - the IP Contact Center
The legacy call center has gone through a metamorphosis, emerging as the IP Contact Center which replaces the PBX and separate IVR and ACD systems and merges email and instant messaging into a new architecture that integrates these functions, leveraging Voice over IP technologies. Whether the goal is to reduce costs in the existing call center, leverage inexpensive overseas labor or add Work At Home Agents (WAHA), IP Contact Centers provide tremendous flexibility to adapt to changing markets and labor resources.
By attending this webinar, you will learn how SIP can be leveraged as a key enabling technology for the IP Contact Center - delivering scalable and cost effective solutions while avoiding restrictive and expensive API development.
After the presentation, the Webinar will be open for a live Q&A after the presentation. Be sure to have your questions ready!
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Director of Business Development
Mr. Percy is Director of Business Development at AudioCodes, a leading provider of Voice over IP Telephony enabling technology. In this role, Mr. Percy is responsible for identifying market trends and building relationships to foster new business opportunities. Mr. Percy joined AudioCodes in 2001 and brings over 20 years of experience in the telecommunications, networking and wireless equipment industries. Mr. Percy holds a BA in Computer Science from the University of Buffalo, has had a number of papers published in various telecommunications technical journals. Mr. Percy is a frequent speaker at industry conferences and was recently named to the 100 Top Voices of IP Communications by Internet Telephony magazine.
Associate Editor, Technology Marketing Corporation
In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet. Prior to
joining the TMC team, he was Managing Editor at Global Custodian, a global securities services publication,
where he also managed the magazine’s survey research. Erik began his professional career at management
consulting firm Leadership Research Institute.