Borrowing The Best From Instant Messaging - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
Software // Enterprise Applications
News
2/26/2004
02:14 PM
Tony Kontzer
Tony Kontzer
Features
50%
50%

Borrowing The Best From Instant Messaging

Siemens Software includes presence-awareness technology to improve communications among call-center staff

Siemens Information and Communications Networks Inc. will introduce this week software designed to let call-center agents better communicate with co-workers and more rapidly address customer needs.

The HiPath ProCenter Agile software includes presence awareness, the underlying technology behind instant messaging that lets users see the online availability of others. Because of presence awareness, instant messaging has gained popularity among call-center employees looking for instant help from co-workers for a customer call. The Siemens application also includes Internet telephony capabilities for linking customers and subject experts in one-click conference calls.

Siemens' product represents a significant call-center innovation, says Ken Landoline, a VP at research firm Robert Frances Group, but he questions Siemens' decision to market the offering primarily to small and midsize companies. "This is a tool for the sophisticated call center," he says. "Those people are waiting for it and hungry for it."

One midsize call center already sees the value of the software. The Texas Association of School Boards has been running a trial of it since early February, and telecommunications manager Rick Tillotson says the application has made his 100 call-center agents more efficient and better informed. The agents, who provide support for things such as online purchasing to school officials and district boards throughout Texas, are answering questions faster and providing more-accurate estimates of subject-expert call-back times. Says Tillotson, "You'd have a hard time prying this out of my agents' hands now."

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
InformationWeek Is Getting an Upgrade!

Find out more about our plans to improve the look, functionality, and performance of the InformationWeek site in the coming months.

Slideshows
10 Things Your Artificial Intelligence Initiative Needs to Succeed
Lisa Morgan, Freelance Writer,  4/20/2021
News
Tech Spending Climbs as Digital Business Initiatives Grow
Jessica Davis, Senior Editor, Enterprise Apps,  4/22/2021
Commentary
Optimizing the CIO and CFO Relationship
Mary E. Shacklett, Technology commentator and President of Transworld Data,  4/13/2021
White Papers
Register for InformationWeek Newsletters
Video
Current Issue
Planning Your Digital Transformation Roadmap
Download this report to learn about the latest technologies and best practices or ensuring a successful transition from outdated business transformation tactics.
Slideshows
Flash Poll