Thursday February 3rd 2011 9am
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Virtualization
ACD
VOIP
Technology
Operations
Management
Gone are the days of installing and maintaining several ACD’s at each site within the business enterprise. Each call center ACD site requiring separate data base administration and in many cases replicating data in each ACD to mirror business rules. The menagerie of stuff is further complicated when you account for voice network connectivity (aka tie lines, T-1 circuits etc.) and associated peripherals’ throughout the enterprise. Even sophisticated call centers that utilized pre-routing capabilities such as Cisco ICM and Genesys, were challenged by duplicating agent skills in each center, providing equipment at each location, training, management, site report reconciliation and call transfers.
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