Latest Contact Center Best Practices

Oct 09

Where IoT, Fog Computing, and Contact Centers Come Together

Posted by Guillaume Seynhaeve on Oct 9, 2014 9:53:00 AM

Where does the Internet of Things, fog computing, and contact centers come together?  Read the latest interview with 3CLogic's CEO, Raj Sharma, as he explains how the evolution in IoT is changing the contact center space, as printed in Fog Computing World by Carl Ford (Making Contact with the Internet of Things Community - 10/8/2014)

When it comes to the IoT Evolution, we are facing major changes in what we share and in what is known about us.  The result is that the contact center can have access to resources and information that helps expand quality of service. I had the opportunity to interview Raj Sharma the CEO of 3CLogic who explained to me what we should see as the impact of IoT in terms of service.  What I find the most fascinating in the discussion is the focus on Fog Computing and the impact of cloud service models within the Enterprise.

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Topics: VTAG, call center, multichannel contact center, grid computing, contact center, cloud call center, scalability, reliability, edge computing, fog computing, IoT, Internet of Things, cloud contact center

Sep 11

To Scale or Not to Scale? Big Data, Fog Computing and V-TAG have the Answer

Posted by Raj Sharma on Sep 11, 2014 9:40:16 AM

According to Wikipedia Cloud computing is the delivery of computing as a service rather than a product, whereby shared resources, software, and information are provided to computers and other devices as a utility (like the electricity grid) over a network (typically the Internet). 

Fog Computing is a paradigm that extends Cloud computing and services to the edge of the network. Similar to Cloud, Fog provides software, information, and application services to end-users. What is different about Fog Computing is its proximity to end-users, its dense geographical distribution, and its support for mobility.

Virtual Telephony Application Grid (V-TAG) is 3CLogic’s implementation of Fog Computing for delivery of contact center services over the cloud. Its similarity with cloud computing is that contact center services are delivered like a utility over the internet. Its similarity with Fog Computing is that in V-TAG contact center services are hosted and processed at the network edge or even on end devices such as PCs. Broadly speaking V-TAG implements edge computing for voice, chat, email, and SMS traffic in contact centers as opposed to processing these services in centralized switches and servers. 

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Topics: VTAG, scalability, reliability, big data, edge computing, fog computing