IP Telephony Shouldn't Be Scapegoat

摘要

Never mind that JetBlue Airways is an early pioneer of deploying IP telephony as a contact center solution or that it is one of the enterprises Avaya has held up as a poster child for its "Customer Interaction Suite," asserts Ted Bray, director of product management for Avaya's customer service applications division. The enterprise's contact center catastrophe was born of a workforce management problem, he stresses.