TURNING YOUR CALL CENTER INTO A CONTACT CENTER: THE LATEST WEB-ENABLING TECHNIQUES

摘要

While the Internet "bubble" has long since burst, Web-enabled applications are still very much alive and kicking among contact centers whose livelihood depends on giving customers flexible and convenient contact options. Technologies such as VoiceXML, voice over IP and the emerging session initiation protocol (SIP) are making it simpler and more cost-effective to deploy multichannel communications, while consumer trends ― in particular the demand for self-service options such as Web and e-mail auto response ― are further driving these deployments. While there are plenty of arguments for contact centers to take the Web-enabled plunge, the question is how to approach these deployments to optimize cost savings and enhance customer service.