Contact centres: get with the convergence programme.Convergence primarily driven by the increased acceptance of 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. (IP) and improved reliability, scalability How much a system can be expanded. See scalable. scalability - How well a solution to some problem will work when the size of the problem increases. For example, a central server of some kind with ten clients may perform adequately but with a thousand clients it and proven benefits that come with maturing product sets, is leading the changes in contact centre technology. That's according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the latest findings in Dimension Data's Global Contact Centre Benchmarking Report 2007, which reveals that more than 60% of contact centres have introduced IP-based or hybrid IP PBX/ACDs--a significant increase from the 50% recorded last year. The Report findings indicate that contact centres are gaining a better understanding of the business benefits of an IP environment. The top reason given for a move to IP is flexibility of architecture (69.0%), which is followed by cost savings (66.1%). Other reasons include compliance with corporate technology policies (31.1%), end-of-life end-of-life Cardiac pacing noun The point at which a pacemaker signals need for replacement, as its battery is nearing depletion Medtalk adjective technologies that need to be upgraded or replaced (30.1%), and improved business functionality (29 0%). IP is a protocol used to transport information across networks. Converged IP technologies allow contact centres to take advantage of applications across the organisation network as they aim to improve customer satisfaction and operational effectiveness. The Report findings also show increased usage in two technologies strongly impacted by convergence--computer telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies. integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) and universal queues. Over half of contact centres (53.4%) currently use CTI while 23.3% are planning to do so. Also, 28.0% have implemented and 15.9% plan to install universal queues. www.dimensiondata.com |
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