Call Center

This white paper gives an overview of the concepts behind UPM technology and user interface composition as well as an overview of the Corizon Platform and its key features and benefits. tech news

Today's contact centers face a security paradox. The Internet's very openness and ubiquity that is driving new business into the contact center can also be a liability. The Internet was designed to share, not to protect. The ports and portals that welcome customers, mobile users, remote sites, and business partners into the trusted internal network also potentially welcome hackers and others who would misappropriate network resources for personal gain. The purpose of this white paper is to provide seasoned IT professionals with a discussion of the security issues that impact enterprise contact centers as more applications move from the traditional PBX switch to the client-server architecture of converged environments. tech news

Contact center infrastructure outsourcing is a topic of interest to any company that wants to lower costs and risk levels, while at the same time maintaining excellence in customer service. Despite sharing some similarities with full outsourcing and contact center hosting, infrastructure outsourcing offers a larger degree of operational flexibility. This white paper examines some of the main reasons why companies are looking at outsourcing contact center infrastructure, including the need to lower costs while at the same time retaining control over their customer relationships. tech news

For a company with the image and impeccable customer services of IBM, then, contact centre downtime is simply unthinkable. Supporting 600 agents, its Avaya Call Center in Madrid offered a continuous 24/7 customer service experience. The challenge was to move an Avaya Call Center to an alternative site 50km away from the original location without any service disruption. To ensure business continuity, IBM Spain hired the core elements of an Avaya DEFINITY Enterprise Communications Server (ECS) - a Processor Port Network (PPN) and an Expansion Port Network (EPN). This equipment sat at its headquarters and kept the contact centre services going while, the Avaya team installed the original call centre at the new location. The move took just one month. tech news

Founded nearly fifty years ago to support the U.S. Air Force Security Service command at Kelly Air Force Base, Security Service Federal Credit Union (SSFCU) has aggressively expanded its original military charter and diversified its membership to, now include more than 650 different businesses and organizations and several geographic areas. The key requirements were a high system reliability and availability, rapid, cost-effective scalability, and reduced operational expense. Of all the different providers, Avaya had the most compelling total solution in terms of fundamental platform reliability, application richness, and expert servicing capabilities. The Avaya solution had everything that was needed to power SSFCU's current and evolving business. tech news