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The following white papers are available
for viewing and/or for download:
Evolving
To New Generation Call Centers
Strategies for Integrating IP-Based
and Legacy Call Center Technologies
Integrating legacy
and Internet call centers within a
single new generation ACD system enables
businesses to bridge the gap between
circuit-switched call centers and
new generation technology, capturing
the benefits of multimedia contact
and unified queuing, while leveraging
prior investments in earlier technologies.
Several alternative approaches exist,
and each has its strengths and weaknesses
as outlined in this paper. Among the
alternatives outlined, one of them
is probably the right fit for most
situations. Thus, existing legacy
call center operations need not hesitate
to invest in new generation IP-based
contact center platforms. Service
Providers too can make benefits of
these platforms available in ways
that blend harmoniously with current
technology and provide smooth evolution
paths from today's largely circuit-based
world to the predominant IP infrastructure
of the future.
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Alternatives
To Intelligent Call Routing
A Critical Comparison of Multi-Location
Call Center Methods
Over time, many enterprises
have created multiple call centers
in diverse locations, either as a
result of deliberate decisions to
decentralize, or through mergers and
acquisitions. Now such organizations
are realizing that there are substantial
efficiencies to be gained from operating
these distributed centers as a single
logical call center. Historically,
this requirement has been met through
Intelligent Call Routing (ICR) products
that leverage the telephone network
and its advanced intelligent network
features. This white paper describes
in detail the driving requirements
for unifying multi-location call centers,
and presents an alternative to the
ICR method. This alternative is now
available in new IP-based contact
centers such as CosmoCall Universe.
Using the SEHC-C approach defined
in another CosmoCom white paper, "Evolving
to New Generation Call Centers"
, the IP contact center can be configured
to unify disparate legacy call centers
in multiple locations around its new-generation
technology, while simultaneously upgrading
the capabilities of all agents to
full universal access capabilities.
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Business
Continuity in the Contact Center
How Cost-Effective, Reliable IP Technology
Can Be the Answer
The tragic and unprecedented
events of September 11, 2001 have
forced us all to focus more on where
our society and our businesses can
be vulnerable. But business continuity
planning is also important, to guard
against the kind of smaller scale
emergencies and incidents with which
we have always been familiar. The
inherent resiliency of IP technology
makes it well suited to deal with
network outages as well as sudden
spikes in load, and should be a central
part of any business continuity effort.
The IP contact center, now more than
six years old, has matured and come
of age. Not only is it an excellent
solution for business continuity in
the contact center but over time,
it is also expected to replace legacy
circuit-switched call center technology
altogether. This white paper explores
how deploying IP technology for business
continuity in the contact center now
is an ideal way for contact center
managers to begin the migration path
to the IP contact center, while enjoying
the cost savings and advancements
in functionality that this technology
brings in the meantime.
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Why
Network Based Call Centers?
The Reasons and Business Case Behind
a Changing Industry
(Updated September 2001)
A new generation
of call center technology has led
to a new way for businesses to have
access to the latest in multi-channel,
multi-media call centers. These call
center technologies, based on open
computing platforms and IP technology,
make buying call centers as a service
a compelling alternative to deployment
of premise-based products. Earlier
generations of “hosted” call centers
are remembered as “Centrex ACD”—offered
by a local telephone company, with
limited feature sets, and not much
hope for competing with the bells
and whistles of premise-based systems.
This white paper provides the background
on adoption of Centrex ACD and explains
the advantages of the new generation
technology over earlier generations.
It also provides a clear business
justification for service providers
to offer their customers new generation
call center services.
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Multi-Tenancy
for Network-Based Hosted Call Centers
Network-based hosted
call centers help businesses meet
the growing demand for multi-media
access to their call centers without
the capital investment and operational
challenges of building and operating
their own system. For the service
provider, this demand presents an
excellent opportunity to offer revenue-generating
applications that attract and retain
customers to their other communication
services. But how can service providers
ensure their customers the flexibility,
control, and security they need to
run their businesses, while at the
same time generating profits for themselves?
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