T@W Strengthens Contact Center Solution With Data Polling.

Telephony@Work, Inc. announced a major enhancement to its CallCenter@nywhere 4.0 contact center solution. New Multi-Host Data Polling enables ASPs and enhanced services providers offering contact center services to poll their clients' databases through firewalls in order to prioritize their subscribers' customers in queue for every form of communication (phone, fax and Internet) based on each customer's attributes and each subscriber-company's priority routing rules. By eliminating the need for subscriber data to reside in the carrier or ASP network, companies can maintain control over their customer data while providing their service provider with dynamically updated information about each customer's priority level. Service providers can obtain the data they need for the purposes of customer priority determination without impacting on the privacy concerns of the subscriber company. Multi-site enterprise call centers can obtain customer priority and routing information from databases without firewalls blocking access to customer data, and single site enterprises ca n poll and display data on agent desktops obtained from third-party databases that live behind firewalls.