(In)Formal Contact Center Solutions for Business Edition 6000

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Technology. Isn’t it great? Given the rate at which new products and solutions become available, it is easy to get overwhelmed by all the choices. Because of this, big-ticket items oftentimes steal the spotlight, and overshadow more affordable solutions.

When a company is looking for a way to upgrade their telecom system, but is facing budget constraints, they may not know where to turn. Relying on more affordable systems, such as Cisco® Business Edition 6000, opens many doors for organizations. Although a great alternative to more expensive platforms such as the Cisco Unified Communications Manager (CUCM), the platform can easily be coupled with inexpensive add-ons that can provide most organizations with the functionality they require at a reasonable cost.

Integrated collaboration reporting and recording from ISI and Verba are prime examples of quality add-ons for Business Edition 6000. This stack is now all the more powerful, as Cisco has certified the solution for Business Edition 6000, as well as UCS-Rack Mounts (C Series), so the two applications are certified to co-locate virtually on the same server.

If a company working in the customer service realm wants to utilize contact center functionality, but can’t afford to purchase the advanced Cisco Contact Center solution, they still have the option of integrating a solution from ISI and Verba. This will allow for collaboration reporting, utilizing Infortel® Select, and recording on voice, video, Jabber IM, and screen capture.

This solution, while extremely effective, is practical and affordable. Bypassing the need to purchase expensive hardware, any company can get the features they desire from an advanced telecom management system. Having access to advanced UC analytics, organizations can finally gain visibility into the call details produced by Business Edition 6000 to make proper business decisions and enhance their investment.

Leveraging the capabilities of Business Edition 6000, a company can implement call recording (or call reporting) to improve their training methodology, and increase employee productivity. This can include silent monitoring or whisper coaching, as well as a slew of other features to enhance a company’s coaching efforts.

How is your organization utilizing Business Edition 6000?
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