It is clear that Netcool/WSM is not able to measure the true 'end-user' experience because the monitoring agent does not reside on the user's device. Given the erratic nature of most wireless connections and the flakiness of WAP in general, it is...
Andy Fergusson, project manager at the Royal Mail's technology partner CSC, told silicon.com that resources are freed up because instead of all two million calls a year going through to a live agent, half are now handled automatically.
For example the pre-routing of the call can be handled in the IP cloud and passed directly to the appropriate agent rather than having to be dealt with in a one call centre and then transferred to another location.
BT is in the middle of a Customer Promise initiative, trying to answer queries without passing around callers from one agent to another, a criticism that has been levelled in the past. The deal will cover 10,000 agents and 124 sites, though the...
While ease of deployment and network cost savings make for a compelling argument on their own, it is IP's promised benefits of easier multimedia routing and queuing, multi-channel integration, remote agent deployment and multi-site virtualisation...
Affiniti, which is part of Kingston Communications and will work with Cisco to build the call centres, is installing an "intelligent call routing system", which means enquiries can be distributed to different agents on different sites, depending...
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