After many years of continuous work with one contact center platform, I think that it’s normal to feel somewhat detached from the rest of the industry. For me, it’s the Interaction Center platform from Interactive Intelligence. I’ve spent so much time studying, designing and implementing solutions around one product that...
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About: Jason Smith
I am a Sales Engineer at Avtex, focussing on Contact Center and Unified Communications solutions.
Recent Posts by Jason Smith
Remote SIP Phones and the New Interaction SIP Bridge
Traditionally, when an organization had agents that worked remotely, whether from home or another location with internet access and VPN, they used the PSTN for the voice path. The disadvantages of this method are as follows: Increased toll charges that the company incurs Increased trunking costs, as the system needs...
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Hosted vs. Premise for your Contact Center
By now, most orgnaizations have explored the option of moving some applications to the Cloud. Generally recognized benefits include: Increased flexibility Faster deployment time Minimal upfront capital expense Reduced IT requirements CaaS (Communications as a Service) is the hosted offerring from Interactive Intelligence and Avtex. CaaS offers the same award-winning Customer...
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CIC 4.0 SU2 New Feautures
Service Update 2 for the Interaction Center platform was an important update that included several enhancements and new features. The following are highlights from the update as documented in the SU2 Release Notes from Interactive Intelligence. Integrations Packages Interactive Intelligence added support for the following integrations in IC 4.0 SU2:...
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CIC 3.0 and Microsoft Lync 2010 Integration
The current buzz is about the upcoming Lync integration features for version 4.0 of the Customer Interaction Center (CIC) contact center platform. If you aren’t ready to upgrade CIC, but have deployed Lync, you may still find some of the CIC 3.0 integration functionality to be useful in your business....
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Recent Comments by Jason Smith
- August 23, 2012 on The “Why” of Session Boarder Controllers
