Automatic Call Distribution
In an attempt to harvest more descriptive analytical data on your ACD call data, Sabio typically recommend enabling the External Call History feature within CMS as this will allow your business to achieve true cradle to grave reporting.
Private telephony, public cloud, "hybrid agent application" and enabling PBX encryption.
Skype should be part of your Multi Channel Contact Centre Strategy
Written by Matt Dyer Monday, 25 February 2013Of the 7 billion people that inhabit the world around 40 million are active Skype users, which means a Skype channel into your business should be looked at from both a commercial and customer choice perspective.
What does support for VMWare technology mean to AVAYA's Heritage Customer Base?
Written by Matt Dyer Wednesday, 16 May 2012The build of the Enterprise Telephony PBX fabric has historically been around proprietary black box objects that meant only highly skilled PBX telephony engineers, brought up in an age of apprenticeships served within companies such BT and ATNT, were able to maintain the PBX hardware.
On 11th March 2009, the certificates in certain releases of Avaya Communication Manager, Application Enablement Services, and Modular Messaging will expire. How will this effect your business? Make sure you don't get caught out!