{"id":8161,"date":"2009-08-31T23:12:03","date_gmt":"2009-08-31T23:12:03","guid":{"rendered":"http:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/e-commerce\/avaya_facephone_prototype_announced.html"},"modified":"2009-08-31T23:12:03","modified_gmt":"2009-08-31T23:12:03","slug":"avaya-facephone-prototype-announced","status":"publish","type":"post","link":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/ip-communications\/avaya-facephone-prototype-announced.html","title":{"rendered":"Avaya Facephone Prototype Announced"},"content":{"rendered":"

At ITEXPO West 2009 in Los Angeles<\/a>, Avaya<\/a> made news at their Social
\nEnterprise<\/a> Event when they announced a prototype of Facephone, a rich
\napplication which integrates multimodal communications with social
\nnetworking. It is a communications network<\/a> overlay<\/a> on Facebook<\/a> which
\ndoes not require users to be friends before communicating.
\nOne application of the solution is to blend the best of customer
\ncontact and social networking. One simple problem this application
\nsolves is allowing users to connect with one another more seamlessly.
\nFor example, customers who need to call a company<\/a> and want to utilize
\na Facebook page to make the connection.
\nA live demo showed how presence and availabilty integrate to allow
\nmore intelligent communications. For example if you wanted to get
\nsomeone’s attention when they are in a conference call you could enter
\na subject and make the call.
\n
\nThe recipient can query the Facebook page of the caller before taking
\nthe call. Even if the caller is unknown to the recipient, they can be
\ninformed before they take the call. <\/p>\n

This is definately the
\nevolution of the contact center<\/a> – the future of social media<\/a> CRM<\/a> we
\nall need to be aware of.<\/p>\n

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\"Reblog<\/a>