View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
April 11, 1997updated 05 Sep 2016 12:52pm


By CBR Staff Writer

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.

Content from our partners
Green for go: Transforming trade in the UK
Manufacturers are switching to personalised customer experience amid fierce competition
How many ends in end-to-end service orchestration?

Websites in our network
Select and enter your corporate email address Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how New Statesman Media Group may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.