Intelligent Call Routing
Mr. Harrison decides to call his credit card company to inquire about a credit limit increase. He picks up the phone and dials the company’s 800 number. He is then prompted by a friendly voice that says, “Welcome to Mycorp, please enter your 15 digit account number”. After punching his15-digit account number into the handset, he is quickly prompted by a friendly agent who greets him with, “Hello Mr. Harrison, how are you today?” Surprised that the agent knew he was the one calling, he then mentions that he is interested in a credit limit increase.
After the agent helps him with his primary objective, the agent says, “I noticed you have been traveling a lot lately; would you be interested in upgrading to our new Travelers Green Card?” That’s right. The agent knows a lot about him, but how? Remember the 15-digit account number he entered? To Mycorp it’s much more then 15-digits: it’s about every product he has purchased using his Mycorp credit card; his language preference; if he is past due on his bill; if he is considered a high value customer to the organization; the type of card he has, and much more.
The call center of today is evolving at an extraordinary rate. New technologies are popping up all over the globe bringing to the table new and exciting products that will help companies to service their customers in faster and smarter ways. One of the products with the most impact on the market today being used to accomplish this is Intelligent Call Management. Many large organizations such as American Express, Wells Fargo, Charles Schwab, and Discover Card are using Intelligent Call Management to provide better service to their customers. A recent survey discovered that 90% of today’s call centers are using voice-processing applications, while another 54% have introduced Intelligent Call Management into their call center. Intelligent Call Management, or ICM, cannot be accomplished with one single piece of hardware. It involves multiple peripherals working together, each providing a different functionality that contributes to the efficiency of the call delivery. (“Are You,” 2004)
Computers and the telephone have technologically collided and as a result CTI, or Computer Telephony Integration, was born. The CTI component is the most important piece in an ICM environment. With CTI, companies are improving their efficiency, lowering their operating costs, and building the infrastructure for new business opportunities.
telephone as a major constant business tool. This multi-line digital phone sets the new standard in easy
Cisco Designs, manufactures, and sells Internet Protocol (IP) - based networking and other products related to the communications and information technology (IT) industry and provide services associated with these products and their use. The company provides products for transporting data, voice within buildings, across campuses and globally. The products are utilized at enterprise businesses, public institutions, telecommunications companies and other service providers, commercial businesses, and personal residences. Cisco conducts its business globally and manages its business geographically. Its business is divided into the following three geographic segments: The Americans; Europe, M...
young, her parents divorced, leaving her brother and herself with her grandma in Stamps, Arkansas. Since Angelou was an African American during times of segregation, she received many racial remarks. When she was seven, she went to visit her mother for a few days. During that time, her mother's boyfriend raped her. Out of anger, her uncle killed the boyfriend.
Maya Angelou is a strong, phenomenal woman. She was multi-talented and very successful. Over the years she earned many awards for her works. In Maya Angelou’s “I Know Why the Caged Bird Sings”, “Still I Rise,” “Phenomenal Woman,” and “When I Think About Myself,” she uses a caged bird to symbolize herself as a child; she also creates a vivid theme for the reader and utilizes metaphors to make her point.
The poem “Know why the caged bird sings” is about a bird that is trapped in a cage and a free bird. It is a metaphoric poem that represents African Americans and how their lives are so different to “white” peoples lives. The author Maya Angelou is a well known civil rights activist and an award winning author. She wrote this poem trying to make people come to the realisation on how this society affects African Americans. She became a noble friend of Malcolm X who was an activist for African Americans, this friendship unfolded her career of becoming an activist for human rights.
“Love arrives and in its train come ecstasies old memories of pleasure ancient histories of pain.” This is one of many stunning and thought provoking phrases coming from the Poem, Touched by an Angel by world-renewed poet, Maya Angelou. Originally born as Marguerite Johnson, Maya Angelou was born on April 4, 1928 in St Louis, Missouri. Maya Angelou was raised by her paternal grandmother, and brought up with righteous principles and values. Angelou’s work is filled with subtle as well as forthright criticism and commentary on a variety of themes such as racism, and family, making her one of the most influential writers and civil right activists in the world.
Maya Angelou tells her story of coming to age from her perspective as a child until the age of 17, when she gave birth to her son. In the title and dedication of Angelou’s autobiography, Angelou relates her story to the metaphor of a caged bird as she encountered racism and oppression throughout her adolescent years and further relates it to a specific audience as she dedicates it to her son “and all the strong black birds of promise.” She uses this metaphor to illustrate her message of hope, that despite any situation, Black children can become strong, independent individuals and strive for success. Angelou provides detailed accounts of specific instances in her life where she overcame cruelty, and relates it to the metaphor of “strong black birds of promise.”
There are events and past experiences in Angelou’s life that play a major role in her poems and writings. Angelou was born in St. Louis, Missouri with divorced parents. At the age of three Angelou and her older brother Bailey, were sent to live with their grandmother in Arkansas (“Maya,” Academy). At the age of seven, while visiting her mother young Angelou was raped by her mother’s boyfriend: “Too ashamed to tell any adults she confided
Cisco Systems is one of the largest network communications company in the world. Cisco provides networking solutions that customers use to build a integrated information infrastructure of their own, or to connect to someone else’s network. Cisco also offers an extensive range of hardware products used to form information networks, or to give them access to these networks. Cisco also has it’s own software called IOS software, which provides network services and enables networked applications. Cisco serves customers in a wide range of businesses, such as corporations, government agencies, utilities, and educational institutes, and small to medium size businesses. Cisco sells it’s products worldwide. They serve as many as 115 different countries. They have more than 225 sales and support offices in 75 countries. Cisco strongly believes in the advantages of a global networked business. By using networked applications over the internet and it’s own internal network, Cisco is gaining financial contribution of at least $825 million a year in operating costs savings and revenue enhancements. Today, Cisco is the largest commerce site, with 87% of their orders are transacted over the web.
The early 1930’s a time where segregation was still an issue in the United States it was especially hard for a young African American girl who is trying to grow and become an independent woman. At this time, many young girls like Maya Angelou grew up wishing they were a white woman with blond hair and blue eyes. That was just the start of Angelou's problems though. In the autobiography, I Know Why the Caged Bird Sings, Maya Angelou goes into great depth about her tragic childhood, from moving around to different houses, and running away and having a child at the age of 16. This shows how Maya overcame many struggles as a young girl.
Telecommunications gained mainstream attention in the early 90’s; however the initial key market was business men and women, who used their phones whilst being on the move and so allowing them to communicate with their companies with ease. Though in the modern era, telecommunication went through segmentation in the market trends, and now in this day and age it would be difficult to find someone who does not own some form of mobile technology. Many phone providers battle to provide the best service for their customers (Figure 1).
Xerox corporate information management (CIM) unit was established in the early 1970s. In 1987, CIM was moved to the General Services Division and was given the task to “Provide the overall information technology leadership to the company.” The leader of the CIM group quickly realized the task was not possible without significant organizational change. After bringing in consultants to review the Information Management at Xerox, the director of CIM realized the Xerox IM infrastructure could not support the company’s strategic direction. To address the IM problems, CIM started a new initiative, “IM 2000”. The goal of IM 2000 was to move Xerox to a new information systems infrastructure.
Phones have come a long way from their beginnings. When the first phone was developed, a mere phone call took up to ten minutes just to connect. The calls made on this phone would go through a system of connections where the caller would have to state who they were calling and where the person lived. It would be many years later that a telephone would be created that made use of a dial, which made calling easier. In 1963, the first pushbutton telephone was distributed by the company, Bell Telephone. In 1983, the first cellular device, the Motorola DynaTAC 8000X, was created, which took the world by storm. Soon later, miniature computers were being put in these devices, allowing the user to browse parts of the web while on their cellular device. Yet we wouldn’t see a product that allowed us to browse the web, communicate with others, and let us store music and run apps, until 2007. (ht...
The terms Internet telephony, IP telephony and voice-over-IP (VoIP) are often used interchangeably. Some people consider IP telephony a superset of Internet telephony, as it refers to all telephony services over IP, rather than just those carried across the Internet. Similarly, IP telephony is sometimes taken to be a more generic term than VoIP, as it de-emphasizes the voice component.
A “Caged Bird” is a beautifully written poem that uses figurative language to describe the struggles African Americans faced. This poem was written by Maya Angelou (1928-2014), an African American memoirist and poet, who is best known for her autobiographic novel I Know Why the Caged Bird Sings. She was a black female writer who revealed her survival of cultural diversity in her writings(DU). Angelou’s “Caged Bird” was a poem published in her first book “Shaker, Why Don’t You Sing?” This is a 6 stanza poem full of metaphors illustrating the differences between African American and Caucasians during the civil rights era. Angelou was almost magical with her use of figurative language in her poems. The figurative language