Author:  Jim Mitchell

I was walking around my home tonight thinking about how much I would enjoy living in a “smart house.”  You know, one of those houses where all electronics and appliances are remotely controlled.  I would love it if I could press a button as I walked through my front door and instruct my oven to cook dinner. Come to think of it, I wouldn’t mind sitting in my recliner in front of the TV while my vacuum completed the obligatory after-dinner cleaning session.  Of course, all of these technologies would be connected so that I could operate everything with one super duper handy dandy remote.

Being a contact center guru (so named by Gary in his initial blog posting), my dreams of household appliance harmony and master control quickly turned to thoughts of contact center technologies.  It occurred to me that a unified solution is a contact center guy’s workplace version of the smart house with an even more souped up super duper handy dandy remote.

Where else can you administer multiple key contact center applications and capabilities with one product? Or, configure your agents and your business rules in one application?  The beauty of the unified solution is that your ACD, predictive dialer, speech self service, monitoring, email, and routing schemes are all working together in harmony.  And because all of these applications are so well synchronized, with the click of the mouse, you have historical and real-time reporting on how the agent and the technology are performing.  There’s no data crunching required.  That’s pretty darn smart, if I do say so myself. 

So, here’s my big question: if a unified contact center is possible today, can I start educating my house tomorrow?

 

This entry was posted on Tuesday, October 24th, 2006 at 1:12 pm and is filed under ACDs, Dialers, Performance Optimization, Unified Solutions, Voice Self Service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.