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TDM to H.323 to SIP and back again.

By Justin Crawford

We're working on an interesting project for a medium sized cable company.  They currently have a Nortel CS1000 located at their corporate office and we are tasked with implementing a SIP based IVR solution from Holly Connects for them. The problem is that the version of the CS1000 they are currently running does not support SIP.

Standards for the sake of standards?

By Keith Ward

A few years back I was giving a presentation focusing on the standards that are driving next "generation" technologies in the Call Center.  The CIO at this particular customer said, "You know what I like so much about standards?  There's so many to choose from!"  At the time I didn't have a good response or glib comeback, but it got me to thinking about standards as just enablers that (hopefully) make solutions easier... that standards don't solve problems, solutions do.

Inspiration from a customer who cared.

By Archie Messenger

Well I thought I had had every kind of call from a customer. Today proved me wrong again. I had a call this afternoon from one of our large customers and he expressed that we were doing a great job for him, but he saw the same people's names coming up on projects so often that he was worried that we would burn out our people.  He did not want that to happen on his account.

Is call center agent co-browsing in your future?

By Keith Ward

As a toast to PSS's brand new website which we hope will both convey our messaging better and provide a platform for continued communication with our customers - long-term and potential, I thought this an opportunity to extend my reach outward as well.