Monday, August 14, 2006

WebEx Launches On-Demand Contact Center Solution

WebEx introduced a contact center support solution with an automated intelligent routing system and click-to-connect support capabilities.

WebEx Remote Support can be used as a stand-alone contact center solution or integrate seamlessly with applications to add click-to-connect capabilities to existing resources.

A part of WebEx Support Center, WebEx Remote Support delivers call center functionality using an Internet-based console giving end-users an instant portal for access to support agents. Via a click-to- connect button, support requests are dispensed to the most qualified agents using skill-based routing and intelligent distribution. In addition, WebEx Remote Support customers can create multiple support queues that align to their company's business needs whether it is customized branding, request forms or specific routing rules for each queue.

According to market analyst firm Datamonitor, the contact center technology market is expected to grow 30 percent a year reaching $4.7 billion by 2009. The availability of on-demand solutions such as WebEx Remote Support is a key driver in the growth of "virtual" contact centers with geographically dispersed agents.