Posted by: Tony Bradley
click-to-call, click-to-chat, Evangelyze Communications, ICP, instant messaging, Interactive Communications Platform, Nortel, Office Communicator, Web 2.0
One of the next big frontiers for Unified Communications is integrating UC functionality into call centers or customer support departments. Granted, most organizations are still struggling to manage the original frontier of how to deploy UC in the first place and realize the values and benefits it delivers. But, the ability to leverage those same benefits and increased efficiency can really translate to ROI when you are talking about how hundreds or thousands of calls are routed for customer support centers. Nortel has introduced their Interactive Communications Platform, or ICP, which provides Web 2.0 style widgets that companies can incorporate into their web sites which will provide customers with the ability to initiate instant messaging sessions with company representatives, or use a click to call function which will automatically initiate a call back from the customer support center to the customer. Evangelyze Communications has also developed a click to chat utility that links with the Office Communicator instant messaging functionality to allow customers to chat in real-time with Evangelyze Communications representatives and get answers to their questions.