Call centers and contact centers let organizations leverage workforce expertise to create more efficient and effective customer communications. By routing calls to staff members with appropriate skills, regardless of location, call centers give small inbound customer service teams the tools needed to increase agent productivity and ensure the most appropriate responses to customer calls. Contact centers achieve similar goals while offering callers communication media options, including voice, email, fax and web connectivity.

3Com® solutions give businesses unique IP-based contact center benefits at a time when traditional hardware-based Automatic Call Distribution (ACD) systems are being replaced to improve customer interactions and heighten customer loyalty. They deliver:

• the flexibility to manage multiple, dispersed centers as a single entity
• the cost-effective advantages of a software-based, Session Initiation Protocol (SIP)-compliant solution
• award-winning high availability

Ensure Customer Service Excellence
3Com solutions make all agents, whether they are physically located within or outside the enterprise, available to handle customer needs and completely visible to contact center managers if logged onto the system. Best-agent routing allows phone, email, fax or web communications to any location on the enterprise network, ensuring service requests are delivered to the agent best able to handle the customer need.

Business Continuity
Resilient 3Com contact centers can be designed that utilize a distributed hub and spoke architecture to maximize availability. 3Com VCX™ systems and fault-tolerant SIP gateways work together to automatically redirect calls to other contact center application servers if needed.

Scalable Options to Meet a Variety of Business Requirements
3Com provides a range of center solutions for both 3Com NBX® and VCX IP telephony platforms. 3Com eXchange Call Center software is ideal for organizations that have as few as five inbound call agents and require enhanced call management. The 3Com EPICCenter Contact solution provides media-rich channels for customer communications and supports extensive database integration and outbound campaigns. It is particularly cost-effective for small and medium-sized contact center environments with 10 or more agents. The 3Com IP Contact Center (IPCC) is a scalable, distributed solution that lets an organization use a common platform for multiple business activities conducted simultaneously in different locations. Highly resilient, it provides a comprehensive and flexible multimedia contact center for 100 or more agents. And in partnership with Aspect Software, the industry leader in sophisticated, high-end contact centers, 3Com offers scalable, distributed solutions that let an organization use a common platform for multiple business activities conducted simultaneously in different locations. Working with 3Com VCX Connect and Enterprise IP-PBX systems, Aspect Unified IP™ Solutions provide highly resilient, comprehensive and flexible multimedia contact centers for 100 or more agents.