Telecom

ShoreTel's Response To VoiceCon RFP For An IP Telephony System [ Source: VoiceCon Orlando 2009 ]
March 2009-ShoreTel's Jeff Ridley presents the company's response to the VoiceCon RFP for an IP telephony system during a panel discussion at VoiceCon Orlando 2009. The ShoreTel IP solution is a single system distributed over multiple sites, with call control distributed across the network via the ShoreGear voice switches deployed at each location. Each ShoreGear switch contains the system routing configuration and performs its own call control, providing a single system distributed across all locations and ....

[PRESENTATION]

Call Center And Contact Center Solutions [ Source: Drishti-Soft Solutions ]
March 2008-The Indian Domestic Call center industry is already worth about $1.8 billion and is expected to grow by 35% in the next four years. Given the tight working constraints of competition, resource expertise, and thinning margins, how can domestic call center increase profitability?

[WHITE PAPER]

Next-Generation VoIP Network Architecture [ Source: MultiService Forum ]
January 2008-The term ""Voice over IP"" (VoIP) describes the transport of voice over IP based networks; it is a generic term that covers deployments ranging in complexity from hobbyists using the internet to get free phone calls on a peer to peer basis, to full scale PSTN replacement networks. In carrier networks VoIP has been mainly deployed in enterprise networks or as a trunking technology to reduce transport costs in voice backbone networks. This White paper ....

[WHITE PAPER]

Rebuilding The IT Organization For Converged Networks [ Source: GSX Corporation ]
March 2008-How should staff responsibilities be assigned and expertise utilized in enterprises where voice capabilities run on the "data" IP infrastructure and integrate with business applications? How do you break down whatever barriers exist among "voice," "data" and "applications" people? GSX explores converged networks in this presentation.

[WHITE PAPER]

How to Bullet-Proof Your IP Voice Network [ Source: Tone Software ]
June 2009-Deploying VoIP, IP telephony, and convergence technologies can only be successful if the resulting voice services are delivered with high quality, availability and reliability. Failure is not an option – and yet, analysts report Voice / IT support teams are only 52% successful in supporting IP voice and unified communications platforms.

With most companies today tightening their budgets, you can’t afford to put your communications services at risk. Whether you’re just starting on convergence, ....

[WHITE PAPER]

VoIP Security Challenges Evaluated [ Source: Cisco ]
March 2008-This presentation examines the security challenges faced by voice systems, including threats such as toll fraud, eavesdropping, call hijacking, and spam.

[WHITE PAPER]

Wireless Security: Key Trends And Issues [ Source: AirTight Networks ]
April 2008-In this presentation by AirTight Networks, various forms of wireless security issues are addressed. Topics include WiFi threats, wireless breaches, 802.11n and others.

[WHITE PAPER]

Survey Results: Technologys Impact on Contact Center Agent KPIs [ Source: Empirix ]
January 2008-This white paper outlines the results of a September 2005 survey of call center managers and IT professionals regarding technology’s impact on call center agent productivity, Key Performance Indicators (KPIs) and the customer experience. The survey was conducted at the 2005 Annual Call Center Exhibition (ACCE) conference focused on call center technology and management. When asked how Contact Centers most often find out about technology problems impacting agents or customers, the most frequent response was, ....

[WHITE PAPER]

Improving Healthcare Delivery with Role-Enabled Communications [ Source: NEC ]
September 2009-Today, more healthcare IT organizations than ever are interested in implementing UC applications in a planned, cost effective manner. In order to meet their tremendous potential for improved healthcare delivery requires more than UC - it requires role-enabled communications. Download NEC's whitepaper to see how to deal with healthcare challenges.

[WHITE PAPER]

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VoiceCon Orlando 2009 Keynote: James O'Neill, Siemens [ Source: TechWeb ]
April 2009- The Wednesday keynote address delivered by James O'Neill, CEO, Siemens Enterprise Communications.

[VIDEO]

HD VoIP Sounds Better [ Source: Audiocodes ]
January 2009- For over 100 years, telephones have grown to become a primary means of communications in both our personal and business lives. Even with all the changes from analog to digital, wireline to mobile and eventually to Voice over IP, one thing has remained consistent – limited audio quality. Why do we have to sound like air traffic controllers when spelling out confirmation codes? “Papa, Alpha, Delta”. This is due to the limitations that the ....

[WHITE PAPER]

Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data [ Source: University of Pennsylvania ]
January 2008- A call center is a centralized hub that exists solely for the purpose of making or attending calls to or from customers or perspective customers. In today’s economy, call centers have not only become the primary point of contact between customers and businesses but also a major investment for many organizations. Due to the magnitude of these operations, call center supervisors need to staff their organization efficiently in order to provide a satisfactory level of ....

[WHITE PAPER]

VoiceCon Orlando 2009: Mark Hemmert , Psytechnics [ Source: TechWeb ]
March 2009- Eric Krapf talks to Mark Hemmert , VP of Sales and Operations at Psytechnics about the company's QoE solutions for voice and video quality assessment.

[VIDEO]

Contact Center Compliance With the New California Telemarketing Legislation [ Source: Noble Systems ]
January 2008- The California Public Utilities Commission has mandated new guidelines limiting allowable abandonment rates for companies utilizing predictive dialers to make outbound phone calls to residents of the state. Telemarketers are required to keep records of all abandoned calls to ensure compliance. This paper provides outlines of new regulations. It also presents suggestions for technologies and methods that contact centers can use to stay in compliance with the new laws, not only in California, but as ....

[WHITE PAPER]

VoiceCon Orlando 2009 Keynote: Gurdeep Singh Pall, Microsoft [ Source: TechWeb ]
April 2009- The Wednesday keynote address delivered by Gurdeep Singh Pall, Corporate Vice President, Unified Communications, Microsoft.

[VIDEO]

Revealing VOIP Adoption Trends [ Source: Interactive Intelligence ]
August 2009- Is your company ahead of the pack or lagging behind when it comes to VOIP adoption?

Find out when you read the answers provided by CIO Magazine subscribers.

In this research report you’ll discover:
• Management’s top concerns
• Factors driving adoption
• Who’s using VOIP

Read the full report today.

[WHITE PAPER]

Unified Communications: Capturing The Growth Wave [ Source: Ubiquitous Connections ]
June 2009- Leading research suggests that the Unified Communications (UC) market in Europe is primed for phenomenal growth over the next four to five years. Despite this, there is little evidence that the manufacturing vendors in the space are making the required investments in order to capitalize on the growth opportunity. Recognizing that UC represents an expanded chapter of the convergence of voice, data and video, vendors need to develop sales channels with improved capabilities, new routes ....

[WHITE PAPER]

Read Abstract | Go to Research/Analyst Report

Telcos in the Cloud: Claiming a Seat at the Table [ Source: VoiceCon ]
July 2009- Given the myriad challenges telcos face to their core businesses, they cannot allow themselves to be left out of the emerging "cloud" revenue opportunity. They must get on the cloud bus or risk being thrown under it.

Also in this report:
- Telcos are beginning to insert themselves into the cloud conversation by approaching the cloud in a way that highlights their current network assets and network-related capabilities.

....

[RESEARCH/ANALYST REPORT]

RSS Mobile Reader [ Source: Tata Consultancy Services Ltd ]
May 2009- The RSS feed reader is a J2ME MIDP application that is able to read most RSS feed versions. RSS is a lightweight XML format designed for sharing headlines and other content like blogs and news. The data is stored on the mobile device and updated on request. It supports most encodings. RSS is a family of Web-feed formats used to publish frequently updated content such as blog entries, news headlines, and pod casts. An RSS ....

[CASE STUDY]

Read Abstract | Go to Case Study

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Networking and Unified Communications [ Source: CDW ]
June 2009- IT managers face a difficult task in trying to offer robust services and applications while reducing IT costs and complexity. With unified communications, IT managers can offer streamlined communication solutions and advanced productivity applications throughout the network. Find out how.

[WHITE PAPER]

Unified Communications Applications With A Payoff Today [ Source: Interop ]
May 2009- There are only two reasons to adopt Unified Communications: to save your enterprise money, or to enable new revenue growth. In this session with Karen Bailey, you'll hear from technologists with experience in accomplishing both of these objectives via Unified Communications technology.

[PRESENTATION]

Unified Communications In Two Easy Steps [ Source: Interop ]
May 2009- According to Jeff Ridley, director of product management at ShoreTel, approaching Unified Communications as a single deployment limits flexibility, and “my-way-or-the-highway” solutions add cost and complexity. Successful deployments require two steps: deploying an IP telephony system that satisfies your requirements, and integrating UC applications that increase capabilities. Learn more, and receive a network assessment guide.

[PRESENTATION]

Read Abstract | Go to Research/Analyst Report

The Hidden Cost Of Technology Failure In The Contact Center [ Source: Empirix ]
September 2009- A new survey conducted among UK enterprises by the Customer Experience Foundation, sponsored by Empirix, has uncovered the dramatic effect that delays in contact center technology projects can have on costs, customer service, and business overall. As part of the study, UK business, technical, and project management staff at more than 100 private sector companies were interviewed.

[RESEARCH/ANALYST REPORT]

Whiteboard: Bringing The End User to Unified Communications [ Source: TechWeb ]
October 2009- Ulitimately, unified communications should make end users more productive. So how do you bring the rogue users into the plan, and how do you get the resisters to use it? These topics complete our Unified Communications whiteboard tutorial series.

[VIDEO]

Whiteboard: Unified Communication Compliance & Security [ Source: TechWeb ]
October 2009- In the 4th part of our Whiteboard Tutorial series on Unified Communication, Michael Healey, of Yeoman Technologies, discusses the importance of security and compliance, and how you need to think about this from day one with policies and training.

[VIDEO]

Read Abstract | Go to Research/Analyst Report

[RESEARCH/ANALYST REPORT]

Whiteboard: Unified Communications Guts & Bolts [ Source: TechWeb ]
September 2009- Michael Healey talks about the vital components in a unified communications infrastructure, including the need to have your voice, network, apps and security teams working together to ensure a quality of service that meets customer expectations.

[VIDEO]

Whiteboard: Unified Comm Tradeoffs - Cloud vs Internal [ Source: TechWeb ]
September 2009- Michael Healy talks about the tradeoffs of moving unified communications to the cloud vs keeping things internal -- namely, the cloud provides an economic benefit and scalable reach, but internal systems offer more predictable performance.

[VIDEO]