Second, the Web-enabled call center
, although able to efficiently handle varied multimedia contacts (voice, Web, e-mail), may be unable to integrate the various contacts into a single system for management information.
The Web-enabled call center
is an extension of these non-traditional technologies.
Prior to joining Cisco, Shockley was co-founder and CEO of Spanlink Communications, a leading developer of CTI, IVR and Web-based software solutions for call centers and a company that pioneered the concept of Web-enabled call centers
. Spanlink released the industry's first product, WebCall, in 1995.
Businesses lost $1.6 billion online last year by failing to Web-enable their customer service operations, according to a new research report by IT market analysis firm Datamonitor entitled Web-Enabled Call Centers
: Filling Up the Shopping Cart.
IP telephony will be the catalyst for a communications market expanded to include video conferencing and web-enabled call centers
, and worth over $10bn in Europe alone, according to a report from European telecommunications consultancy Schema Group.
Because these Web-enabled call centers
handled more than just calls, they became known as contact centers.