Collaborative Browsing Products
Even before the.com crash, there was a recognition that despite its omnipower, many companies had a need to supplement their ecommerce infrastructure with people, specifically the customer service focussed people found in call centres, and this required their Internet site be integrated into the call centre. There are a number of applications which all fall within the domain of integrating the Internet into the call centre, or contact centre as some would prefer to call it, with collaborative browsing, the application that allows a site visitor to speak with an agent while they both view the same pages, and e-mail processing the most prevalent.

Consulting Projects Involving Internet Integration into the Call Centre
Occidental Communications has undertaken projects involving the acquisition of collaborative browsing capability for clients. For more details, see the Call Centre Consulting page.


International Product Directory
International Directory - Collaborative Browsing Products including global distribution


ANZ Product Directory - Collaborative Browsing Products


eGain Live from eGain, distributed by Premier Technologies
Collaborative browsing software that supports callbacks and voice through the Internet, a CTI interface to the PABX to allow contact blending, text chat and optional knowledge management


Talisma Chat from Talisma
Talisma Chat is no longer distributed in Australia.


Other Products with a Collaborative Browsing and/or Text Chat Capability
The following other products also offer collaborative browsing and/or text chat as an integral capability or option.



Solidus e-Care from Aastra (IVR/CTI system)
An IVR/CTI system also offering collaborative browsing and text chat



Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro) from Aspect Software, formerly named Concerto Software (PC-based telephone system)
PC-based telephone system also offering collaborative browsing using both voice through the Internet and callbacks

Spectrum from Aspect Software, formerly named Concerto Software (ACD)

ACD also offering collaborative browsing and text chat


Application Enablement Services (formerly named Avaya Computer Telephony) from Avaya (CTI software)
CTI software also offering collaborative browsing and text chat

Avaya Interaction Center (formerly named Quintus) from Avaya (CTI software)
CTI software also offering collaborative browsing and text chat



Call Manager from Cisco (LAN-based telephone system)
LAN-based telephone system also offering collaborative browsing and text chat

Unified Contact Center (previously ICM and IPCC) from Cisco (CTI software)
CTI software also offering collaborative browsing and text chat



Genesys software suite from Genesys (CTI software)
CTI software also offering collaborative browsing and text chat



Interactive Intelligence CIC (PC-based telephone system)
PC-based telephone system also offering collaborative browsing and text chat



Noble Solution Suite from Noble Systems (Predictive dialler)
Predictive dialler also offering text chat



Communications Server 1000 (formerly named Succession CSE 1000) from Avaya (LAN-based telephone system)
LAN-based telephone system also offering collaborative browsing using callbacks and text chat



IPFX (formerly named Vision and before that Communiqué) from IP FX (formerly named Performance Solutions) (CTI software)
CTI software also offering text chat



CTI Hub from Telemanagement (CTI software)
CTI software also offering collaborative browsing and text chat



TeleVantage from Vertical Communications (PC-based telephone system)
PC-based telephone system also offering collaborative browsing



UCB Qmaster (formerly named ContactCenter and before that Q-Master) from Zeacom (CTI software)
CTI software also offering collaborative browsing and text chat


Articles on Integrating the Internet into the Call Centre

Voice-Enabling Websites - No Quick Fix Business Communications Review [USA] October, 2000

Integrating Internet and Call Centre Xephon [UK] June 2002


Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.



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