Intelligent Customer Routing: A New Architectural Approach to Intelligent Customer Service - Moving Beyond "Flatten, Consolidate, Extend" Leveraging SIP and Open Standards
New technology and changing business drivers are leading organizations to take the next step in open standards architectures. Intelligent Customer Routing facilitates new intelligent customer service operating models delivering more consistent, satisfying customer experiences and simplifies applications and network infrastructure, removing significant operating expenses from an enterprise. Today, flexibility, speed, and innovation are key management goals envisioned to deliver differentiated customer service that every business needs to grow and thrive. The new realities are driving a contact center paradigm that takes a step beyond the FCE approach to deliver a more agile and adaptable framework that delivers a superior customer experience while dramatically simplifying applications integration and infrastructure.