Mobile ACD: new use cases and capabilities

[armaknyc]

I have recently been leading a strategic concept-to-market mobile solution initiative: mobile extension of a software platform for IP ACD/contact center communications. I would like to open a discussion with other SMEs in this space from the market or technology perspectives.

The solution transcends traditional contact center scenarios, including new sector-specific use cases such as "prospet care by mobile sales" for auto dealerships. The initiaitve included development of ACD capability that reaches SmartPhones over 3G networks (2.5G/3G IP "screen pops" synchronized with 2G TDM voice).

Thanks, Alan

[Glenn]

Hi Alan,

Sounds very interesting, is there a requirement though for the 3G handsets to have a constant GPRS/WiFi signal open in order to share presence and Im assuming a SIP stack ?

Glenn

[abdmoumen]

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