The term skills-based routing entered the contact center lexicon some 10 years ago. In June, as part of its announcement of release 3.0 of Interaction Dialer, Interactive Intelligence coined a new term, skills-based dialing. Understanding what the term means and if the capability was unique to Interactive Intelligence required discussions with both Interactive Intelligence and some key competitors.
A study from the Uptime Institute reveals that most data centers would max out electrical capacity and cooling capabilities during the next 12-60 months. According to the Uptime Institute, 1U server space costs $1,600 per year in facilities costs, and $700 of that cost is just for electricity.
Fred Knight and I had the opportunity to travel down to Huntsville, AL, last week to visit with the folks at Digium, the company founded by Mark Spencer, creator of the Asterisk open source PBX. What we found was a company that appears to be making the familiar tech industry passage from a young startup focused on breaking new ground, to VC-funded company on the IPO track, focused on execution and building its market.
Via Abner Germanow of IDC, here's a cool application that shows something of the potential of Asterisk, Unified Communications and social computing. The application is called The Service Guy, and it lets people call a single referral number and get connected to services they need right away.
Yesterday, Tim Bakke, Microsoft UC Practice Manager at Avtex, sent some interesting comments on the continuing dialogue over the adoption of UC, beginning with Fred Knightýs ýWhereýs the Beefý and continuing to yesterdayýs ýThe UC Debate: Forrester Weighs In.ý
Tim had some great observations:
Telepresence is an interactive real-time application, which means it is delay sensitive, loss sensitive and jitter sensitive. This sounds familiar: it is just like VoIP, with the one difference being that it has huge bandwidth requirements. VoIP is treated as the highest priority application in the QoS hierarchy, but it uses relatively small amounts of bandwidth. How do we deal with an application that requires very high priority and might be consuming half or more of the bandwidth on a link?
JULY 2008 JUNE 2008 MAY 2008 APRIL 2008 MARCH 2008 FEBRUARY 2008 JANUARY 2008 DECEMBER 2007
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VoiceCon makes its European debut 14-16 October, 2008, with Johan Krebbers of Shell keynoting. More information HERE
Small-medium business VOIP adoption lags the large enterprise, so SMB is a target-rich environment for vendors. READ MORE »
Mobile UC isn't just a subset of Unified Communications. And although it's emerging quicker in Europe, it will soon affect enterprises everywhere. READ MORE »
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