can anyone explain me how call/contact centers Crm Technology Voip work
can anyone explain me how call/contact centers Crm Technology Voip work
I am not making any assumptions. I am simply stating facts to dispell your
misconceptions stated in your previous posts.
It was your statement regarding a concern about Avaya having financial
difficulties and a statement (erroneous I might add) that Avaya is losing
money. Just take a look back at your own posts on this thread. After
researching via finance.yahoo.com, it was clear to me that Avaya is the only
company (between ECI which you mentioned in a positive light and Avaya which
you mentioned in a negative light) that has ever made a profit in the
history available on the yahoo finance web site.
When I make a major buying decision, which contact center solutions fall
into that category typically, I definitely care about the ongoing viability
of the business. Here, I do make an assumption that most other judicious
buyers would to. My response clearly demonstrates that Avaya is a solid
company from a financial perspective.
I have also asked several times throughout this thread for specifics
regarding technical capabilities that lead you to believe that Coral is
superior. So far I have seen only one post from you (the responding to
Edwin). As far as I can tell, none of the things you mention are a
differentiator from the Avaya solution suite at all.
Each and every one of them can be addressed with an Avaya solution.
It is possible that you have not been exposed to the full suite of Avaya
Contact Center solutions since the system you offer only scales to 6500 end
points (based on your statement in the other post). The premier Avaya
solution scales cost effectively from about 20 endpoints up to 65,000 in a
single software system. Granted, the 65,000 number is reduced as complexity
of application rises... just as the agent handling capability of the Coral
does. It is a simple matter of CPU power.
Each and every one of the things you mention can be addressed with an Avaya
solution too.
It is possible that you have not been exposed to the full suite of Avaya
Contact Center solutions since the system you offer only scales to 6500 end
points (based on your statement in the other post). The premier Avaya
solution scales cost effectively from about 20 endpoints up to 65,000 in a
single software system. Granted, the 65,000 number is reduced as complexity
of application rises... just as the agent handling capability of the Coral
does. It is a simple matter of CPU power and software algorithm efficiency.
Regarding, the DCP telephone sets as well as analog T/R, the same telephones
that were used on the System 75 which was the first iteration of the current
Avaya Call Processing Platform (back from the days of AT&T) can be used on
all of the leading Avaya platforms as well. They can even be used on the on
the IP line of products if you choose.Avaya's IP 600 is a great solution for the business that desires IP
enablement but they can also choose to IP enable existing Avaya technology
such as the more mature Definity platform.
You mention that Coral is used in lab testing by Cisco systems. Did you know
that Cisco systems uses Avaya's Definity Call Centers for their production
call center environment? They also use Avaya's Conversant for IVR
applications.
Granted, Cisco has some interesting technology but they themselves have
chosen Avaya for their actual business use until their technology is really
ready for prime time. For that matter, they have hired many people who have
experience from AT&T/Lucent/Avaya in an effort to more rapidly scale the
telephony mountain. Cisco is clearly still primarily a data company and
working quickly to attain the level of capability that Avaya offers in the
call center field.
Avaya already offers a more robust IP enabled call center capability for a
completely IP solution or a blended environment for those customers who want
to protect their investment in switched telephony while moving into the
world of IP Telephony.You mention that Coral centers are scalable worldwide. Avaya has customers
(and themselves) which use Avaya's own call center technology networking
globally. They eat their own dogfood... unlike Cisco which still relies upon
Avaya for some telephony and call center solutions.
When companies are as big as Cisco and Avaya, it is inevitable that they
will wind up using competitors solutions. In this case, I simply find it
interesting that Cisco chooses Avaya's call center solutions even though
they are fiercly attacking that very same market with their own solution
suite.