When deployed as part of a workforce optimization (WFO) solution, analytics can extend the reach of WFO beyond the contact center, into other areas of the enterprise — including branch, remote, and back-office operations — to enhance the customer experience, drive down costs, and improve competitive advantage.
Posted by Verint Systems, on March 05, 2010
The contact center industry can reference decades of success in automating customer interactions using IVR. In the early years, the use of IVR was focused primarily on cost savings for the contact center and after-hours availability for the caller. Back then, customers were simply happy to have access to their information at night or over the weekend when agents weren’t available. And, regardless of the awkward touch-tone interface, IVR became a required component of every contact center strategy and one of the most annoying yet ubiquitous customer service tools. Thankfully, we’ve come a long way from those early years.
Posted by Nancy Jamison, on January 22, 2010
Session border controllers (SBCs) are being deployed by contact centers to enable the delivery of secure, high-quality, real-time interactive communications, including VoIP and UC. Similarly, service providers are using SBCs in their new offerings for their hosted and outsourced contact center solutions.
Posted by Acme Packet, on January 14, 2010
Large enterprises have been expanding their deployments of IP telephony (IPT) for several years now. Planning has already begun to extend the benefits of interactive communications over IP beyond voice services to include real-time presence-based voice, videoconferencing, chat/instant messaging, multimedia collaboration, telepresence, and more.
Posted by Acme Packet, on January 12, 2010
White Paper on the value and applications for unified conferencing as a UC application.
Posted by Marty Parker, on December 16, 2009
Opened in 1876 as Texas' first public institution of higher learning, Texas A&M University (TAMU) today boasts 46,000 plus undergraduate and 8,500 graduate students studying in over 250 degree programs in 10 colleges. It is among the top U.S. universities
Posted by Aastra, on November 04, 2009
The term “trunking” has been used in the telecom industry for a very long time. The term “SIP Trunking” is a VoIP-related term with Session Initiation Protocol (SIP) being used for initiating and tearing down calls. The SIP Trunking market has seen growing interest over the past two years and has now come into the mainstream
Posted by NET, on September 09, 2009
Personal security and privacy, while always an issue in people’s minds, took a huge leap in focus just after 9 11, from both a physical and intellectual property perspective. In the almost decade since that horrific event other events have
Posted by Nancy Jamison, on August 25, 2009
Customers, partners, colleagues, just about everyone, expect – and demand - instant responsiveness. To enable this instant response, employees need to have access to the latest communications and personal productivity tools. One of these productivity tools is Unified Messaging (UM). Unified messaging is the integration of voice, fax, and email messages into a single universal inbox. The message notification in UM, allows users to access any of these, anywhere, anytime, from any device or terminal, whether a telephone, smart phone, or PC. These UM solutions also provides a range of features such as, message management, screening/filtering, consolidated message notification, desktop/browser fax & voice mail retrieval, web-based messaging, and cross-media message response.
Posted by Blair Pleasant, on August 18, 2009
UC provides an opportunity to introduce productivity benefits, to transform business processes, and even create new and innovative ways of engaging the external marketplace.Four main steps comprise the UC journey, each defined by progressively greater capabilities and benefits:
Posted by Aspect, on May 04, 2009
The enterprise telecommunicationsmarket is in the midst of a fundamental restructuring in terms of technology,applications, and market participants. The technology shift has come about fromthe migration to IP based solutions for voice and video in combination with themerger of previously
Posted by Michael F. Finneran, on April 30, 2009
Psytechnics has released the white paper "Voice and Video Application Performance Management in UC Deployments". Within the paper, Psytechnics addresses a key unified communication concern,
Posted by Psytechnics, on April 23, 2009
Organizations are moving towards a centralized call processing model by leveraging the converged IP networks to save costs. But planning to consolidate infrastructure at the headquarters and extending the enterprise to include branch offices and remote sites,
Posted by NET, on March 29, 2009
What is the biggest bottleneck in your business? What is the greatest time cost for your company’s employees? If asked, probably few people would say “the network,” but we’re willing to bet that it is in the
Posted by Orange Business Services, on March 23, 2009
Businesses of all kinds are under tremendous competitive pressures today. These pressures are a driving force behind Microsoft UC implementations. By implementing Microsoft UC, companies expect to enhance staff productivity, improve responsiveness to customers needs, and streamline
Posted by NET, on March 09, 2009
Five compelling reasons why SIP will dominate enterprise IP telephony.
Posted by 3Com, on February 10, 2009
There are many unknowns right now, given the current economic situation. But there are also some important lessons that were learned during past experiences with similar situations one is that adversity brings new opportunities. The other
Posted by Pam Avila, on January 19, 2009
Microsoft Office Communications Server 2007 delivers new functionality that can improve how your business or government enterprise operates. These improvements have the potential for a very attractive return on investment (ROI). This paper outlines the major areas where the Office Communications Server 2007 produces substantial ROI.
Posted by Microsoft, on December 19, 2008
This white paper defines high-definition (HD) and how it relates to the video conferencing industry today.
Posted by Polycom, on December 15, 2008
Security, coverage, capacity and QoS considerations for ensuring excellent voice quality with enterprise
Wi-Fi networks
Posted by Polycom, on December 15, 2008