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Assisted Service for Mobile Devices; Vendors Partner to Bring SIP Voice to Colleges

By The Editors | Date Published: May 02, 2012 - Last Updated August 22, 2018 | 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.

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

 

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

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