As I have discussed on these pages before, there is an interesting dare I say trend, coincidence, evidence to support, the movement towards Application Driven Telephony, a term that us at Cistera coined to describe the phenomena where a customer purchases the communication system based on the application services rather than the IP PBX functionality itself. Proof in point is:
Aspect Software, Inc., the world’s largest company solely focused on the contact center, announced today that Residential Credit Solutions, Inc., a residential mortgage loan service provider, is enhancing its contact center infrastructure by implementing the Asterisk Business Edition™ internet protocol (IP) private branch exchanges (PBX) across its corporate headquarters in Ft. Worth, Texas and its future regional office in Los Angeles. Residential Credit Solutions (RCS) will interoperate the Asterisk Business Edition with its unified IP contact center platform, Aspect® EnsemblePro™, to manage its collections and customer service interactions.
Along with Aspect Software, there are two other companies that drive Application Driven Telephony, that being Cistera Networks, and Interactive Intelligence. All of these solutions are sold with the Application in mind, not necessarily the IP PBX. This is because feature set parity is pretty much there with all the platforms and smarter customers have figured that out, and are looking towards solving their business needs should be the focus.
