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Intelligent Customer Routing: A New Architectural Approach to Intelligent Customer Service
from  Avaya

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Description:
This paper outlines an alternative approach to architecting the contact center that helps fundamentally improve Total Cost of Ownership (TCO) and enable a framework for a differentiated customer service experience. Avaya Intelligent Customer Routing leverages SIP and other open standard technologies to deliver a simple, adaptable methodology to segment, self-serve and serve customers in a multi-site contact center environment.

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