Genesys UC-Connect: A Link to Collaborative Customer Care
2009 July 6
Featured Research
UC-Connect, from Alcatel-Lucent’s Genesys Telecommunications Labs, makes significant strides toward collaborative customer care. The mechanism derives “agent state” and leverages “presence” information in tracking the availability of remote and back-office employees. However, its “Interaction Preview and Auction” could be a game changer in promoting more collaborative customer care.
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