Published: May 02, 2012 | Comments
Assisted Service Complements Mobile Self-Service
NICE has introduced the NICE Mobile Reach (MR), a comprehensive mobile self-service solution that enables enterprises to offer assisted customer service over smartphones and tablets. The solution analyzes data sources from both the customer’s mobile device and the enterprise systems – in real time - and then recommends the most suitable channel for the customer to continue the interaction. If the customer decides to speak with a contact center agent, the Mobile Reach will bypass the IVR and connect them with the appropriate representative. As the customer and agent converse over the phone, multimedia collaboration tools such as text chat, image exchange, and document transfer will be available for both. The solution adds an element of assistance to self-service, which accelerates the ultimate resolution of the customer's issue.
Vendors Collaborate on College SIP Voice Services
The Internet2 global networking consortium, recently announced an agreement with Aastra and Level 3 Communications to provide managed voice services to college campuses throughout the country.
The "Voice in the Cloud" SIP Services from Internet2 is a hosted VoIP PBX and SIP Trunking shared service that eliminates the need for vast capital expenditure to create a private communications network on an institution’s campus. By leveraging the infrastructure delivered by Internet2, together with Aastra’s Clearspan VoIP network platform and Level 3’s SIP-based services, institutions that are members of the consortium can receive carrier-grade service at a very cost-effective price per line. Based on industry-standard SIP protocols, the solution is designed to provide control and flexibility over the administration of critical Unified Communications (UC) services like voice and video communication, and empower institutions to customize the solution to meet their unique campus needs.
Aastra's Clearspan is a VoIP network platform that provides unified communications for organizations requiring high capacity, mission critical performance. Clearspan offers classic PBX-like services, but also a rich set of enhanced services including unified messaging, fixed-mobile convergence, interactive voice response, business conferencing and contact center applications. Clearspan allows employees to make and receive calls from any device, at any location, with only one phone number, one dial plan, one voice mailbox, and a unified set of features. The SIP-based services from Level 3 Communications provide long distance trunks, local trunks, conference bridges and other services. The collaboration will enable Internet2 to offer voice and data on a single, large-scale network.