Technology to Support Contact Center Agents Working Remotely
Computer telephony integration (CTI) for contact centers was originally developed for office PBX environments, that is, non-remote. However, advanced telephony services and mobility have been incorporated into new telephony protocols and technologies such as VOIP and SIP. As a result, mixed situations, where legacy PBX, PSTN, CTI, and VOIP co-exist, will continue well into the future and lead to scenarios where remote call center agents will need to work in mixed PSTN/VOIP environments. This paper describes the increasing importance of mobility and the implication of experts in call center operations. It covers the basic requirements to be supported and describes the technology elements for a PSTN environment, a SIP environment, and a mixed environment to satisfy those requirements.