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call center


December 31, 2009  9:56 AM

Unified Communications: Steroids for the Contact Center

Posted by: Tony Bradley
Aspect, call center, contact center, customer support, UC, Unified Communications

Have you ever called a customer support contact center and found that the Level 1 support technician that answered the phone didn't have the knowledge or experience to help you? That is rhetorical. If you have *ever* called a contact center, it is a virtual guarantee that this scenario has occurred...

October 30, 2008  9:41 PM

Aspect Unified IP 6.6 Introduces Microsoft UC Integration

Posted by: Tony Bradley
Aspect, call center, integration, Microsoft, OCS 2007, Office Communications Server, presence, UC, Unified Communications, Unified IP

Back in June I wrote a post about the newly formed partnership between Aspect Software and Microsoft. Aspect was already an established leader in providing IP-based solutions for call...

October 25, 2008  2:40 AM

Aspect Dives Into UC Services Delivery

Posted by: Tony Bradley
Aspect, call center, Microsoft, OCS 2007 R2, Office Communications Server, professional services

Aspect, a leader in providing IP communications solutions for call centers, partnered with Microsoft earlier this year and is hard at work in collaboration with Microsoft to integrate what they offer for call centers with what Microsoft offers for unified communications. Microsoft Office...

August 29, 2008  1:31 PM

Aspect Names Head of Global Professional Services

Posted by: Tony Bradley
Aspect Software, call center, Kevin Schwarz, Microsoft, UC, Unified Communications

Aspect Software, a major player in unified communications and the largest company focused solely on providing unified communications for the call center, named Kevin Schwarz Executive Vice President of Global Professional Services. Aspect has been providing IP-based solutions in the call center for...

August 29, 2008  1:18 PM

Report: Unified Communications in the Call Center

Posted by: Tony Bradley
Aberdeen, Aspect, Avaya, call center, report, UC, Unified Communications

The Aberdeen Group conducted a survey earlier this year regarding the use of unified communications technologies in the call center. According to

July 24, 2008  7:21 PM

Nortel Delivers “Green” UC for Call Center

Posted by: Tony Bradley
call center, ecology, environment, green, Nortel, UC, Unified Communications

What's better than delivering an IP-enabled solution that can handle up to 850 concurrent users and allow a call-center to efficiently manage and route calls to agents regardless of their physical location? Delivering that solution using technology that is both economically and ecologically frugal....


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