November 2013 Archives

When writing call control scripts for Contact Centers (ShoreTel ECC, CISCO UCCX ) do you really have to start over each time?   Are there really that many differences between contact center applications?    Well, yes and no!  As we continue the search for the killer script, that “holy grail” of scripts which can do it all and never needs to be modified, we turn our attention to the wonderful world of XML!  

Last month we wrote that we believed that webRTC had the potential to change the business communications landscape forever especially as it related to contact centers!  Little did we know that in less than a month, Amazon would do just that with the introduction of the “Mayday” Button.    The Mayday button does just what webRTC is destined to do, embedding a real time, text  audio and visual communications channel within a web browser!   Technical support like CISCO Support or ShoreTel Support will never be the same and as we previously proposed, neither will the Contact Center be the same!