SAN MATEO (07/18/2000) - Disaster recovery vendor Comdisco Inc. on Tuesday unveiled a continuity service for corporate call centers designed to accommodate the evolution of these centers into Web- and email-based platforms.
No longer just hubs for managing customer phone calls, enterprise call centers are now all-media shops that handle any form of customer correspondence.
Comdisco, in Rosemont, Ill., has introduced InTouch to match call center migration toward more Web, e-mail and other applications.
InTouch supports interactive voice response, Web chat and mail support, and kicks in during a call center disruption.
In debuting InTouch, Comdisco pointed to figures from Framingham, Mass.-based International Data Corp. that suggest that by 2003 the call center market will hit $90 billion, but will be only 40 percent voice traffic.