A free-space optics system is suitable for one of the growing technologies affecting the insurance enterprise: voice over Internet protocol (VoIP) or Internet protocol telephony (IPT).According to a survey from Genesys Telecommunications Laboratories Inc., Daly City, Calif., IPT is making its way to a specific area of the insurance business: the contact center (see "Standing Out from the Crowd," page 12.).
However, the approach differs from IPT deployment for wider corporate telephony networks because of the uniquely complex nature of contact centers.
The study indicated that contact center technology changes quickly to adapt to corporate networks. So, the majority of contact center managers-responding to the survey who were investigating IPT were highly or extremely concerned about retaining compatibility with a variety of applications and infrastructure vendors.
The study also revealed that the decision to deploy IPT in contact centers is often distinct from broader enterprisewide implementations of IPT because the business capabilities and functionality demanded by contact centers are particularly distinct. For instance, the study revealed that regardless of the platform an organization chooses for IPT, the business applications and intelligent routing capabilities remain the most important considerations for contact centers.
