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Executive Summary
As Internet access and IP networks have become ubiquitous, customers are engaging
with companies more often via online communications channels — including e-mail,
Web chat, Web-voice, and Web-video. These channels provide customers with an easy,
convenient, and intuitive experience; therefore, in order to achieve a higher level of
Table of Contents customer service performance, more contact centers are starting to support these types
Executive Summary.............................. 1 of Web interactions with their customers.
Flash Technology for Dynamic Because of the substantial advancement of online customer interactions in recent years,
Customer Engagement......................... 1
Flash media has become a powerful technology to enable real-time communications
Genesys SIP Supports Flash Calling over the Web. Today, Flash is already supported on over 98% of the world’s computers,
through IP Ecosystem Partnership.... 3
and no additional software is needed for customers to use Flash for communications.
Conclusion............................................. 4 Just as with the other channels, customers are poised to increase their use of Flash
technology to contact enterprises who are enabled for Flash voice and video calls.
With standards-based Session Initiation Protocol (SIP), Genesys SIP enables Flash
communications via seamless SIP interoperability with third-party Flash solutions,
which allows contact centers to take advantage of full-fledged Flash communications
over the Web.
December 2009
A Business White Paper: Enabling Flash Contact with Genesys SIP | page 2
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