Shoretel announced on Wednesday that it is the first of the major VoIP vendors (actually they said UC or Unified Communications)to work with Skype. More exactly they said they work with Skype for SIP, Skype's new (and still in beta) service to work with SIP, the commonest VoIP protocol. Skype for SIP essentially connects the Skype network to SIP at a PBX and allows that PBX to interact with the full Skype network and make and receive calls from anyone on the Skyhpe network. This has huge implications for international calling but more importantly for customer service and support systems that can now offer free global support calls to anyone on the Skype network.
Although Shoretel is the first out of the gate with official support for this, we can expect most of the other major vendors to follow suit. And given that Skype is back to being an independent unit, this kind of interaction could lead to even greater integration of Skype into other systems.
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Many businesses rely on a collection of communication tools that they adopt to address specific needs as they arise. This strategy may seem to work in the beginning, but eventually will lead to a system that is cumbersome to use, difficult to explain to new hires, expensive, and effective in some areas, but full of gaps. more
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