The Web-enabled call center
, as an add-on to a traditional, circuit-switch PBX or key system switch, relies on the traditional public telephone switching network (PSTN).
Companies conducting sales-related business on the World Wide Web are a perfect match for the Web-enabled call center. Once call center components are in place, people browsing a company's Web page can use the Web-to-phone plug-in to speak over the Internet directly with someone in an ordering, technical support, sales, or customer care department.
Building a Web-enabled call center means installing some basic hardware, including:
Web-enabled call centers
are getting a lot of attention in the industry, but Bayless prefers to look at that in the larger context of "blending"--that is, having one agent able to handle various customer entry points.
Even so, the greatest potential of the Internet, intranets, and other IP networks may lie with applications that merge voice and data traffic, such as Web-enabled call centers.
It would also allow them to broaden the reach of corporate IP-based phone calls, while taking advantage of Web-enabled call centers, unified messaging.