For Avaya, mashups can help take communications services closer to the daily activities of their customers. Embedding communications services into mashups will give businesses more flexibility in how they collaborate and enable users to incorporate these services in their own individualized mashups. As demonstrated by Avaya, a mashup prototype for field engineering managers enables them to check for new customer problems, assign field engineers, review status of ongoing problems, and, if necessary, contact the assigned engineer or customer using e-mail, short message service (SMS) or click-to-call, all from a single Web page. When contacting the customer by phone, the engineering manager can then click the "add" button to quickly bring other participants into a conference call.
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