IP and the Contact Center: The Perpetual Innovation Machine
While speed to market is generally a good thing, the current market environment has caused some loss of momentum in the industry, particularly in the form of privacy protection legislation. “The outbound calling and outbound voice-messaging industry has been impacted by a string of regulations in recent years–FCC, FTC, FDCPA, FCRA, GLBA,” and on and on, observes Andy Gilbert, VP of Operations at SoundBite Communications (www.soundbite.com), which produces automated voice-messaging solutions for some 240 customers worldwide.