14 DAY TRIAL // Vonage America has announced that it will employ Avaya's SIP-based telephony and contact center solutions to quickly expand its call center capacity and productivity.
Building from the company's existing call center, Vonage and Avaya Global Services collaborated on a design that would expand capacity and enable it to serve as the core platform for its worldwide customer service operations. Essential elements of the technology strategy included a SIP-based platform that could tightly integrate with Vonage's own SIP-based, IP phone service and existing network. SIP is an emerging protocol that enables seamless interoperability among various media, including audio, video, instant messaging and presence.
"We see a dynamically scalable customer care organization that enables us to leverage resources from any location, whenever and wherever they're most needed," said Dan Bemis, senior vice president of Customer Operations of Vonage America Inc. "With Avaya's real-time, right-time communications approach, we will be able to 'think globally and act locally' from a customer service perspective.", he added.
Given the competition on the broadband telephony market, customer satisfaction is vital for such an enterprise to prosper. This move will give Vonage an advantage over other competing companies.