VPs, engineers, sales execs…everyone’s on call in the extended contact centre
News | 05/22/2007 1:25 pm EDT
Call centre? Who needs a call centre? It's a paradigm-shifting notion, but the technology is now available, with SIP (Session Initiation Protocol) and presence management, to extend the call centre out of the realm of the headset-equipped dedicated agent to include anybody in the enterprise qualified to handle customer enquiries.