IntroductionContact center virtualization has been part of the customer service landscape for a while, but it is only now that the business rhetoric is starting to be corroborated by an appropriate technology infrastructure.ScopeThe centralization of IT in the contact center can generate efficiency in the whole organization.
Silos in the organization breed inconsistent customer information which can be harmful to an organization's brand.
The complexities of virtualization, in respect to risks, costs, and agent definitions need to be addressed for successful and sustainable deployments.HighlightsPresence enables agents and customers to interact with the rest of the organization is.
This is the message which excites end-users.
But how does an enterprise monitor and manage presence in a virtual contact center environment? Not many vendors have set their pricing models for the virtual contact center, and whereas this is good for end-users as they have the freedom of negotiating hefty discounts, vendors will find it increasingly difficult to determine a pricing structure if the current framework were to continue.
Many end-users do not understand, and do not need to understand, the technical difference between SIP and H.323.
However, end-users do need to understand how these differences may play a crucial part on its business processes and overall cost structure.
Vendors should not blind potential customers with the science behind the protocol.Reasons to PurchaseUnderstand how the promise of presence better customer and agent interaction with the organization may not be essential for many companies.
Learn that platforms that are easy to integrate into the enterprise are needed to break the silo mould.
Recognise how evangelizing virtualization can not happen without addressing the issues of risk behind the solution.