CRM Buyer Talkback

Re: Microsoft's Collaborative Contact Center Push
Posted by: Rich Tehrani 2008-06-09 04:24:20

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There is a level of excitement in the call center space I haven't witnessed since VoIP began transforming the call center into the contact center. Over the years, we have seen technology after technology change the way contact centers work, and we are at the point today where IP communications affords us the opportunity to distribute call centers and agents at will. However, VoIP seems so yesterday. The latest revolution to come to contact centers is unified communications.

No wait for 2010 with Nortel OCS-CC
Posted by: TonyRyb 2008-06-09 04:38:47 In reply to: Rich Tehrani

Work is underway and the Nortel Contact Center suite with OCS will be in customers' hands next year.

http://blog.tmcnet.com/the-hyperconnected-enterprise/unified-communications/ocsenabled-contact-center.asp

Tony Rybczynski, Nortel