Unleashing the Full Potential of Virtual Contact Centers
Published 2006, Posted June 2006
The success of IP and the Internet has taught the IT world some important lessons. SIP, the Session Initiation Protocol, has become the de facto signaling standard for IP communications, including voice, video, instant messaging and other real-time media. SIP, which is supported by equipment manufacturers, software houses and service providers worldwide, favors intelligent communications devices at the network edge – while the bulk of the complexity and large servers can be hosted anywhere in redundant data centers – near the experts that can manage them.
This "edge-oriented" model yields more scalable, more robust, and more resilient business services. Now those lessons are transforming enterprise call centers. Economical voice over IP is replacing traditional TDM-based voice. Distributed "virtual" call centers are making single-site facilities obsolete. And IP-enabled voice-data convergence is enabling powerful new applications.
This white paper introduces Edge Intelligence, an innovative approach to call center applications. By leveraging both the flexibility of IP communications and the power of distributed computing, Edge Intelligence brings valuable benefits to enterprise call centers.
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