Page 21 - Telecom Reseller SeptOct 2015

September/October 2015
Telecom Reseller 21
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planetWebRTC November 2014 The dedicated news source reporting on all things WebRTC
McFARLAND
TELECOMReseller
continued from page 13
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is two-part article will examine how the IVR that has been designed and developed to
savvy telecom reseller can take advantage of vide
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genuinely parallel the thoughts, preferences,
Advanced Web
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this resurgence in voice customer service, ADVERTISING
and behavioral patterns of the actual customers
leveraging the appropriate technologies to gain it serves.
business opportunities and increase customer Call: 360 260-9708
Does this mean that companies must make
satisfaction, while still taking advantage of the a greater investment in people? Yes. Does it
bene ts of automated solutions.
WebRTC app two organizations to address the growing a richer, more immersive communications mean relying less on automated e ciencies?
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Such is the case with the voice channel, not just of a successf GENBAND’s SPiDR WebRTC Gateway a distinctive leadership position in WebRTC
Fax: 360 260-9726
without whom there would be no business.
software solutions, today announced
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in dedicated contact center operations, but also within internal sales and service departments. is the combin is designed to enable the addition of high through our SPiDR WebRTC Gateway
Part two of this article will examine
it is collaborating with QUOBIS, a
technology’s mandate to augment the customer
Despite heavy development dollars invested
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QUOBIS has already successfully tested
wide range of ecosystems, will allow the
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and dry as purchasing a product. Now that
applications t Your WebRTC Tool Kit
the honeymoon with Web and Mobile begins different devi c
to wind down, have we forsaken the voice environments
channel in our development pipeline — plus all SIPPO We b
of its related tools — to the point of provoking (WAC) is a ne
customer dissatisfaction? With inbound call manages We b
volume rising, this has become an essential seamless inte and BSS in N g G
question for businesses today.
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What’s the main reason for the resurgence 3GPP archite c
in voice? It’s a question of inherent service limitations in Web and Mobile models. Stated of advanced f
a little di erently, automation will only get identity man a
you so far. When customers wish to speak
synchronized
to a human, they better be able to do so, and management,
right away. Web applications and Mobile apps control, statis t
work sensationally when customers seek swi , variety of exi s
simple, self-service solutions where no human enterprise or
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intervention is needed.
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issue grows in sophistication, personalization, applications, ”
or complexity. While Web and Mobile user Chief Marketi solution is cu
experiences are at their most highly developed than 100 serv
form today, they are still created and re ned
around the w o
by engineers who, though brilliant in allows us to a
development expertise, don’t have very much of customers w
experience creating a “customer engagement seamless solu
experience,” as in designing for what customers deployments
expect to experience or how they behave. “If/ communicati
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then” planning and design logic begins to
fall short as customer needs become more
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Consider the case of Amazon and its popular FROM THE C
Kindle tablet. Arguably, few companies on
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the planet can rival the massive investments
leader in sma
in automation technologies that Amazon service provi SkylinkJS Javascript SDK for WebRTC d
continues to make, or match their internal 80 countries. improves IP n
development muscle.
scalable, sec enabled Web Applications
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Yet, when it came to customer service for GENBAND’s m
the Kindle, Amazon, too, had to return to the supports mult
essential imperative of not forsaking human- video session s
to-human connection in business. A er communicati • Easy to use and scale
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revaluating its ability to serve a multitude of on public an • Works on Desktop and Mobile Browsers
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customer expectations, it implemented its lexible, clou • Improved audio performance when compared
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Mayday service intervention button. For all its IMS, edge an d
technology mastery, and its desire to create an its customers to mobile browser implementations
entire experience around an automated self- increasing re • Enhanced performance due to direct hardware
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service model, Amazon remembered what all and attracting
businesses today — both large or small — can ill a ord to forget: that despite the seductive learn more, v access to features such as VP8 acceleration
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siren call of turnkey self-service automation, GENBAND.c
• Improved audio performance when compared to
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human contact is still the most important and About QU
useful way to maintain strong, productive, and QUOBIS is a mobile browser implementations
fruitful relationships with customers. is is in the deliver • No dependency on any on-device browser or web-view y
why voice continues to thrive in our ever- communicati o
digitized world.
focus on secu • Easy to implement and use
Consider the stubborn staying power of identity man • Powered by the Temasys Skylink Platform
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IVR systems, which were rst introduced
and enterpris e
in the 1960s, yet are still delivering tangible in Vigo, Spai n
value today. In terms of standard technology the world. Q U
product life cycles, IVR should have been long one of the le a
since extinct. But this species continues to and deploym e
reengineer itself with downright Darwinian after being in v
tenacity, proving its fundamental worth to implementati more than 30 o
business.
can be found
is is especially the case when it is an

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