3Com expands Convergence Applications Suite, offers new VoIP applications.3Com Corporation recently made two announcements in the contact center space. First, the company announced the expansion of its Convergence Applications Suite with the introduction of the new 3Com Internet Protocol See Internet and TCP/IP. (networking) Internet Protocol - (IP) The network layer for the TCP/IP protocol suite widely used on Ethernet networks, defined in STD 5, RFC 791. IP is a connectionless, best-effort packet switching protocol. Contact Center module. The 3Com IP Contact Center module routes customer contacts (phone, e-mail, Web and fax) to agents anywhere on the enterprise network. 3Com will license the 3Com IP Contact Center product from Nuasis Corporation. [ILLUSTRATION OMITTED] The 3Com IP Contact Center module is an IP-based application geared toward medium and large enterprise customers. The module consolidates multiple contact center systems such as legacy ACDs, IVRs and computer-telephony integration components on a single software platform; it is open architecture- and standards-based, leveraging Session Initiation Protocol (protocol) Session Initiation Protocol - (SIP) A very simple text-based application-layer control protocol. It creates, modifies, and terminates sessions with one or more participants. Such sessions include Internet telephony and multimedia conferences. It is described in RFC 2543. (SIP) to provide the flexibility, interoperability The capability of two or more hardware devices or two or more software routines to work harmoniously together. For example, in an Ethernet network, display adapters, hubs, switches and routers from different vendors must conform to the Ethernet standard and interoperate with each other. and ease-of-use needed in a converged environment. In other news, 3Com introduced a new set of VoIP applications for large enterprises designed to allow remote users to gain secure access to a company's converged communication network. The new 3Com IP Telecommuting telecommuting, an arrangement by which people work at home using a computer and telephone, transmitting work material to a business office by means of a modem and telephone lines; it is also known as telework. module is open and standards-based, leveraging SIP to provide improved flexibility, interoperability and ease-of-use. The 3Com IP Telecommuting module aims to enhance the mobility of employees by enabling the use of corporate IP telephony The two-way transmission of voice over a packet-switched IP network, which is part of the TCP/IP protocol suite. The terms "IP telephony" and "voice over IP" (VoIP) are synonymous. applications, such as IP conferencing, IP messaging, IP contact center and other communication services, from almost any location outside the LAN (Local Area Network) A communications network that serves users within a confined geographical area. The "clients" are the user's workstations typically running Windows, although Mac and Linux clients are also used. . This application also enables enterprises to deploy home agents outside of, but fully connected to, corporate contact centers. www.3com.com www.nuasis.com By Glenn J. Kalinoski, Executive Editor, Customer Inter@ction Solutions |
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