Presented By: Bill Jolicoeur, Product Manager, Avaya Contact Center Solutions; Aaron Epstein, Senior Manager, Contact Center Solutions, Avaya
Live Date: April, 2007
Is SIP ready for the call center? Based on the amount of press coverage and number of articles presented when "SIP" is Googled, you would think so. The truth is that some call centers are evaluating SIP today to solve some common problems. Please listen to this discussion regarding typical call center issues which can be addressed by SIP and why SIP has the potential to do it better. You will hear about how SIP can be used to:
• Improve integrations between multiple applications in a call center
• Provide a more flexible deployment model for a distributed call center
• Support multi-media/multi-model call center requirements.
About the Presenters
Bill Jolicoeur started his call center career with AT&T in 1989 as a national sales overlay specialist. During his career, he has worked chiefly on agent desktop products including Home Agent, Telecommuter Module, Callmaster terminals, Avaya Agent, and IP Agent. Currently, Bill is planning future releases of the Avaya Call Center and agent softphones.
Aaron Epstein has been working at Avaya since 2004 as a Senior Manager responsible for Avaya Contact Center Solutions. He has worked with most of the Avaya solutions including inbound, outbound, multi-channel, and reporting. Aaron is currently planning future releases of the Avaya Customer Interaction Suite.
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