Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Vblock™ Systems:
Advanced converged infrastructure
increases productivity & lowers costs.

www.vce.com
Contact Centers
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
VoIP Call Centers Adding Social-Media Functionality
VoIP Call Centers Adding Social-Media Functionality

By Barry Levine
May 30, 2012 1:54PM

    Bookmark and Share
VoIP call centers have evolved from an "infancy of simple interactive voice response units to complex communications platforms that enable customers to communicate with customer service" through a variety of devices and networks, said Analyst Denise Culver. Centers o must interact with clients via voice, IM, chat, or social networking.
 



Voice-over-Internet-Protocol (VoIP) call-center platforms are going social. According to a new report, new social-media features and functions are being added by makers of the platforms in order to draw on social networking benefits and to support the move toward mobile devices.

The report, called VoIP Call Centers Adapt to a BYOD [bring your own device] World, is from Heavy Reading IP Services Insider, a subscription research service of research firm Heavy Reading. The companies analyzed in the report are Aastra Technologies, Avaya, Enghouse Interactive, Interactive Intelligence, Genesys Telecommunications Laboratories, M5 Networks (a division of ShoreTel), VisionOSS, and Voxeo Corp.

'Interact with Anyone'

Denise Culver, an analyst at Heavy Reading IP Services analyst and author of the report, said in a statement that, "until recently, enterprises and service providers generally created separate applications for voice and other customer applications." But, she added, this separation has been upended by the trend of consumers and employees to "bring your own device," where "they expect to interact with anyone they choose."

Culver also noted that VoIP call centers have evolved from an "infancy of simple interactive voice response units to complex communications platforms that enable customers to communicate with customer service" through a variety of devices and networks.

According to the report's research, contact centers of all kinds must allow interaction with clients or consumers via the customer's preferred channel of communication, which could be voice, IM, chat, or social networking.

The report acknowledges that the long march toward unified communications has struggled in the marketplace, which it attributes largely to complexity and a lack of standardization. As a result, it said, there is an enormous opportunity for VoIP call center providers.

Streamlining Business Processes

It also found that the financial services industry, in particular, is a key market for VoIP call centers, because that industry is oriented toward ways to streamline business processes and to consolidate communications into a single platform. In fact, some companies are increasingly looking at VoIP call centers as revenue-generating profit centers, and not only as customer-support tools.

The report noted that many business solutions these days are either entirely or partly cloud-based, an approach that is helping to drive down the cost of VoIP call centers as well as make possible the integration of VoIP over time, rather than all at once.

One area of exploration in the world of BYOD, according to Heavy Reading, is the need for vendors to address how the variety of mobile devices interact and integrate with the call center.

Heavy Reading is an independent research organization providing analysis of emerging trends in the telecommunications industry, particularly as it applies to network operators, technology suppliers, and investors. It is the research arm of Light Reading Communications Network, which also provides online communities and events for the global communications industry.
 

Tell Us What You Think
Comment:

Name:

SociableNow:

Posted: 2012-06-02 @ 7:59am PT
If you want to see some this technology in action checkout http://sociable-now.com



Your Next Generation Data Center Is Here! Vblock™ Systems: the world's most advanced converged infrastructure are built on the Cisco Unified Computing System with Intel® Xeon® processors. Vblock™ Systems deliver extraordinary time to market, ROI and TCO, and flexibility to meet your continually changing demands with 5X faster deployment, 96% less downtime, and 1/2 the cost. Click here to learn more.


 Contact Centers
1.   Avaya Ends Network Waiting Game
2.   Nearly Half of Enterprises Adopt Cloud
3.   iRobot Releases Ava 500 'Bot
4.   Salesforce Gets Smart Virtual Agents
5.   Smart CRM: ShoreTel Taps Salesforce


advertisement
Avaya Ends Network Waiting Game
Aims to help biz improve operations.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Heartbleed Could Cost Millions, Could Have Been Prevented
Early estimates of Heartbleed’s cost to enterprises are running in the millions. The reason: revoking all the SSL certificates the bug exposed will come at a very hefty price. Some say it all could have been avoided.
 
Michaels Says Nearly 3M Credit, Debit Cards Breached
Arts and crafts retail giant Michaels Stores has confirmed that a data breach at its POS terminals from May 2013 to Jan. 2014 may have exposed nearly 3 million customer credit and debit cards.
 
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
The innovative headpiece may find its niche in markets where hands-free access to data can be a big advantage. Glass experiments for doctors are already under way, with some promising results.
 

Mobile Technology Spotlight
Review: Siri-Like Cortana Fills Windows Phone Gap
With the new Cortana virtual assistant, Windows catches up with Apple's iOS and Google's Android in a major way, taking some of the best parts of Apple's and Google's virtual assistants, with new tools too.
 
With Galaxy S5, Samsung Proves Less Can Be More
Samsung has produced the most formidable rival yet to the iPhone 5s: the Galaxy S5. The device is the fifth edition of the company's successful line of Galaxy S smartphones, and shows less can be more.
 
Facebook Rolls Out Potentially Intrusive Location-Sharing
Looking for friends? Facebook users in the U.S. will soon be able to see which of their friends are nearby, using a smartphone's GPS. Could be a cool feature in some cases, or way too much information.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.