San Franscisco, California-based Computer Telephony Integration software company Genesys Telecommunications Laboratories Inc, has internet- and video-enabled call center systems, to extend them beyond the capabilities of any PABX or automatic call distributor systems currently on the market. The Net Vector Internet-to-call center engine enables customers viewing a company’s Web site to click on a screen icon which triggers a request for the company to call the customer back, either immediately or at a scheduled time. When the customer answers the call, it is routed to the appropriate company agent, who receives a screen-pop of all the customer’s relevant data, plus the Website being viewed. Video ICD, or Intelligent Call Delivery, is a video call router that enables contact and access from organizations using voice, data or video. In a video-enabled call center, operators will be able to see and hear callers using a corresponding kiosk, in real time, enabling easier sharing of information. ISDN lines can also be incorporated into the call centre routing network using Video ICD, which is H.320 compliant. Both applications are available now, but no pricing details were given.
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