latency

Unified Communications in the Call Center

Microsoft has a unified communications offering for small and medium businesses (SMB) with Response Point. They also have a more robust solution for enterprises providing even more features, functionality, and power for unified communications with Microsoft UC. What they do’t have, or at least didn’t have, is a unified communications solution for call centers, or other businesses that rely on communications more than standard businesses at an almost exponential level. The have formed a partnership with Aspect, a company that focuses on delivering innovative solutions for customer service and call centers. Combining the power and flexibility of Microsoft’s Office Communications Server 2007 with Aspect Unified IP delivers next-generation communications for call centers. There are still some hurdles to cross. Aside from delivering unified communications capabilities to the call center, the solution also has to offer high availability and resiliency to ensure communications are not disrupted even in the event of a server, or complete site catastrophe.