Thursday, May 08, 2008

A little more on Onstate and contact centre over the web...

I got quite a response to the article on Onstate.

One of the interesting things was a case study of Onstate being used at B4 Consulting. I found it quite interesting, as to me it illustrates the similarities with how organisations have bought Webex for web conferencing and in future they might buy contact centre.

B4 Consulting (an SAP implementation partner) used skype already for internal use and extending it to the support centre was a relatively logical next step. What I thought was very interesting was that the support users want is primarily chat with a voice capability and hence agents with both capabilities. The convergence is a natural one in a Voice over IP (VoIP) environment. Crucially for the call centre instant messaging is all about states (use ready/ user not ready) which is exactly what the call centre has long managed with the agent ready/ not ready state being a critical requirement for voice traffic.

Skype may or may not be the voice platform of the future as there are other options, for instance Yahoo's recent deal with JaJah for the voice element of instant messaging, and IBM's Sametime telephony announcment at VoiceCon present individual users and Enterprises with interesting options.

The one thing that is clear is that voice and instant messaging are going to get much, much closer together in the contact centre.

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