SIP meets challenges

Avaya, which is in the process of acquiring the enterprise services division of beleaguered Canadian vendor Nortel, has been busy promoting its latest SIP-enabled call centre platform, known as Avaya Aura, states Arabian Business.

Avya Aura is a product that supports unified communications and contact centre solutions for medium to large enterprises.

Avaya's Europe Middle East and Africa president, Michael Bayer, refers to the product as the “starting point for customers to consolidate multi vendor environments, which gives you huge benefits”.

British Telecom (BT) says the North of the UK will be the location for all its UK digital care based business support and specialist enquiries, according to Inside Ireland.

The decision was made following a review of the company's global contact centre operations and the repatriation of customer service operations from India.

The multi-million pound investment project will focus on the advanced training and development of over 600 BT customer care advisors, as the company moves from telephone-voice based customer service to more advanced forms of digital based communications channels such as e-mail or Twitter.

Voice Print International (VPI), a global provider of interaction recording and analytics, contact centre quality management, and workforce optimisation solutions, has released the findings from the 2009 Agent Performance Management (APM) benchmark research on contact centres, reports Call Centre Clinic.

Conducted by research firm Ventana Research and sponsored by VPI, this study is the first quantitative research to assess the maturity and direction of the emerging discipline for managing contact centre agents and the extended workforce responsible for handling a business's customer interactions.

The findings include analyses of processes deployed and technologies used to make the agent workforce more effective, as well as the information and metrics used to monitor and assess agent performance.