http://blogs.aspect.com/2007/04/24/one-huge-mega-system-%e2%80%93-is-that-really-the-answer/ Views from industry luminaries Gary Barnett, Roger Sumner and Jim Mitchell. Sat, 21 Aug 2010 20:37:07 -0700 http://wordpress.org/?v=2.8.5 hourly 1 http://blogs.aspect.com/2007/04/24/one-huge-mega-system-%e2%80%93-is-that-really-the-answer/comment-page-1/#comment-2422 Chris LaBarbera Tue, 06 May 2008 04:34:22 +0000 http://aspectblog.12hna.com/2007/04/24/one-huge-mega-system-%e2%80%93-is-that-really-the-answer/#comment-2422 I have a suggestion for a unified system that gives the benefits of the "all-in-one-" old-iron" contact center", Populate your Unified communication system agent-groups from LDAP (AD or IBM). You could make agent-group assignment a function of LDAP OU membership. Leverage the core of the enterprise systems to facilitate ease of administration of users. You could also ensure compliance with the automatic disabling of ID's when they disappear from active directory and enforce policy based user administration. By synchronizing the Aspect products with AD, you can offload the responsibility for adding and classifying users from the telco teams to the corporate AD teams, thus optimizing the process for hiring new employees and getting them to the contact center. I have a suggestion for a unified system that gives the benefits of the “all-in-one-” old-iron” contact center”, Populate your Unified communication system agent-groups from LDAP (AD or IBM). You could make agent-group assignment a function of LDAP OU membership. Leverage the core of the enterprise systems to facilitate ease of administration of users. You could also ensure compliance with the automatic disabling of ID’s when they disappear from active directory and enforce policy based user administration. By synchronizing the Aspect products with AD, you can offload the responsibility for adding and classifying users from the telco teams to the corporate AD teams, thus optimizing the process for hiring new employees and getting them to the contact center.

]]> http://blogs.aspect.com/2007/04/24/one-huge-mega-system-%e2%80%93-is-that-really-the-answer/comment-page-1/#comment-2323 Allen Coley Fri, 09 Nov 2007 16:40:03 +0000 http://aspectblog.12hna.com/2007/04/24/one-huge-mega-system-%e2%80%93-is-that-really-the-answer/#comment-2323 I'm a fan of distributed mega systems. Like the Aspect Callcenter of old. Big yellowish box that sat in my server room and did everything one could imagine a callcenter to need. Each site had it's own glorious Aspect ACD then Enterprise Contact Server came out and what we thought where great ACD's compounded to AWESOME ACDs. Now you could take 2 high powered fully functioning ACDs in different sites and seemlessly share info around. Things couldn't get better...then eWFM tied the agents into the ACDs...well you get the point :) I’m a fan of distributed mega systems. Like the Aspect Callcenter of old. Big yellowish box that sat in my server room and did everything one could imagine a callcenter to need. Each site had it’s own glorious Aspect ACD then Enterprise Contact Server came out and what we thought where great ACD’s compounded to AWESOME ACDs. Now you could take 2 high powered fully functioning ACDs in different sites and seemlessly share info around. Things couldn’t get better…then eWFM tied the agents into the ACDs…well you get the point

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