Comments on: Aspect pitching Nortel customers https://blog.michaelfmcnamara.com/2010/03/aspect-pitching-nortel-customers/ technology, networking, virtualization and IP telephony Wed, 10 Mar 2010 14:24:18 +0000 hourly 1 https://wordpress.org/?v=6.7.3 By: Michael McNamara https://blog.michaelfmcnamara.com/2010/03/aspect-pitching-nortel-customers/comment-page-1/#comment-1843 Wed, 10 Mar 2010 14:24:18 +0000 http://blog.michaelfmcnamara.com/?p=1312#comment-1843 I had decided to skip the Avaya/Nortel Roadshow in Philadelphia, PA because I didn’t believe they had anything new to share – apparently I was right. So I decided to join the Aspect webinar and listen in on the presentation.

Ian Jacobs provided a very generic view of how contact centers are morphing with the technology. Under 49% of customer contact was through traditional inbound dialing. About 19% was through outbound dialing where the contact center calls a user back. and then the remainder was divided up into IM (web chat), Email and other. It was a decent presentation which seemed to stress that non-telephony means of accessing the contact center were only going to grow if not explode given the available technology – unified communications.

In the end though I guess there was only so much you can cram into 60 minutes. I was hoping for some technical comparision between Avaya/Nortel and Aspect solutions but none was really forthcoming.

Cheers!

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