Call Centers had no sooner become “Contact” Centers when multimedia “nice to have” features became “must have” requirements. The more mobile the customer base, the more likely that they are on a smart phone and not sitting at a desk computer. They want “contact” however they want to communicate. That use to mean voice by telephone, but might now mean text, chat, email and now video!
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A question that keeps coming up in the support ticket system is the subject of InGate and Session Border Controllers. Folks want to know if you need a SBC to configure a SIP trunk. Why not just use a Firewall? Can you configure ShoreTel SIP trunks to work without a SBC?
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What is a “peer to peer” call center? The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating. In fact, no telephone lines are needed, beyond the published customer service number. There is no large internal LAN network.
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