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| IT and CC talking past each other |
| Posted Tue 27 February 2007 @ 11:56 a.m. by Sarah |
Getting an intelligible reply out of the IT department can be a challenging experience for many Contact Centre managers. And it’s not because they don’t have the knowledge, but rather that they provide way too much information.
TelstraClear applications consultant Paul de Haan offered the following anecdote, which is bound to raise a few wry smiles:
“A company that develops CTI software initially created an application for telephony control that runs on a server. Then they added support for multiple PABX systems, resulting in several applications on the same physical server. On top of those applications they added a few more applications for call routing, reporting and management.
More than one I’ve come across a conversation with a contact centre manger where the engineer informs them of the requirement to install the software: ‘For your environment you would require three servers, a routing stat server, a reporting stat server and a universal routing server - and a back up for each if you require high availability’.
The engineer would mean all those applications running on a single Sun or Windows server. The poor contact centre manager would gulp while calculating the cost of purchasing more than 10 physical servers and thinking of how he/she is going to explain it to the boss.” |
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| Categories: Technology | Vendors |
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