contact center

Aspect Unified IP 7 Platform Provides Next-Generation Customer Contact

Aspect has announced that its Aspect Unified IP 7, a platform designed to power Aspect's unified communications applications for customer contact, has been made available. With this release, Aspect can provide significant new functionality for contact centers, serving as a foundation to deliver next-generation communications for customer service, collections, sales, and telemarketing organizations, while enhancing collaboration between the enterprise and contact centers.

Social Media at Cisco Collaboration Summit

Two years ago it was all about unified communications, last year it was all about collaboration, and this year it's all about video (with some collaboration, and pretty much no UC). Cisco's Collaboration Summit in Phoenix was filled with sessions about its collaboration vision and products, with a heavy emphasis on video. It makes me wonder if next year's conference will be called Cisco Video Summit. The key themes of the conference were pervasive video, desktop virtualization, and customer service combined with social media.

Avaya Launches New Customer Service and Collaboration Applications

Avaya announced a suite of new and enhanced products and services based on Avaya Aura, intended to redefine the economics and effectiveness of real-time multimedia enterprise communications. With these new services and tools, users can speed up decision making and achieve financial impact, while enterprises gain a more people-centric approach to collaboration.

Cisco Customer Collaboration Analyst Day 2010

At the Cisco Customer Collaboration (aka contact center) Analyst Day, I learned that "scrums" are not just for rugby players, and that they're actually a way for developers to exchange ideas and collaborate. As the Cisco customer collaboration development team moves to an Agile development model, they can reduce risk by developing working, tested, deployable software in incremental stages. And the results are clear, with new products being developed in a fraction of the time it used to take.

Genesys and ALU Enterprise Come Together

Anyone who knows me knows that I'm a Beatles fan(atic), so of course I had to use the Come Together line to describe the newly-transformed Genesys and Alcatel-Lucent (ALU) Enterprise Group. At the beautiful Rosewood Sand Hill Resort in Menlo Park, CA, a group of analysts got to hear from Genesys/Alcatel-Lucent about the transformation taking place in the organization, and how these groups have come together. (And I'd be remiss if I didn't thank and give kudos to Rob Hilsen, David Radoff, and Joe Heinen for putting on one of the better analyst events).