Rich Tehrani : Communications and Technology Blog - Tehrani.com
Rich Tehrani
CEO
| Communications and Technology Blog - Latest news in IP communications, telecom, VoIP, call center & CRM space

ITEXPO

ITEXPO: Eli Bordow Speaks

October 12, 2006

The Self-Healing, Self Optimizing Call Center

Eli Borodow who was recently CEO of Telephony@Work -- now a part of Oracle -- did a great job speaking at the Call Center 2.0 Conference this morning and gave a riveting speech about how the call center of the future will be much more automated and flexible.

As you can imagine

Conference this morning and gave a riveting speech about how the call center of the future will be much more automated and flexible.As you can imagine, he touched on multi-tenancy (a core differentiator of Telephony@Work products) and went on to say that multi-tenancy is not only useful for service providers but also for many large customers who can take advantage of multi-tenancy to share infrastructure across sites and business units without sacrificing local autonomy and control over each group’s business processes.

Call Center 2.0 was the theme of this keynote, with a focus on tight integration with Oracle’s CRM offerings, unification of the disciplines of Customer Relationship Management and Customer Interaction Management, multi-tenancy and its benefits for corporate hosting (to service diverse internal business units on common infrastructure) and commercial hosting of IP contact center technology (through carrier-partners and Oracle itself), as well as the differentiated ability to adapt and change IP Contact Center ACD business processes in real-time via human inputs into Oracle’s unified Administration Manager tool (for their multi-channel ACD offerings). The goal of such adaptability is to achieve ongoing technology lifecycle renewal, increase efficiency and maximize customer satisfaction. Eli also alluded to the fact that real-time automated business process optimization is “call center 3.0” and that much of that is possible at Oracle today via Oracle’s Business Intelligence Suite, including its acquisition of Sigma Dynamics (a real-time analytics company that can enable real-time automated business process optimization for call centers on a custom basis based on a customized set of performance goals). Eli’s vision is that such technology will ultimately be packaged as a ‘productized’ and pre-integrated solution to empower ‘mass market’ mainstream call centers to get the most out of their Oracle ACD and CRM investments.

The point is we will soon see an increasing ability to automate call center optimization, with metrics that are driven by performance goals and the ability to make real-time adjustments to technology-driven business processes.





ITEXPO: Samsung Focus on Resellers

October 12, 2006

ITEXPO: Inter-Tel Booth Doing Nicely

October 12, 2006

IP Communications is Thriving

October 12, 2006

ITEXPO: Zig Serafin, Microsoft Keynote Photo

October 12, 2006

ITEXPO: Zig Serafin, Microsoft

October 12, 2006

ITEXPO: Lucent Techologies, Stan Holcomb

October 12, 2006

ITEXPO: Eric Shepcaro, AT&T Speaks

October 12, 2006

ITEXPO: Sphere Demo XML/RSS

October 12, 2006

ITEXPO: The Beauty of San Diego

October 12, 2006

Featured Events