Best Practices in Inbound Customer Service Operations
[ Source: Alcatel ]
January 2008-Despite advancements in inbound calling contact center capabilities, the growth of the stature of contact centers, and the billions of dollars that have been spent on CRM and contact center technologies, the vast majority of contact centers are still viewed by corporate management as cost centers that during lean economic times are targets for cost cutting. This paper demonstrates that good management practices combined with the best technology can lead to Best Practices and real ....
A Sample Configuration of AutoQoS for VoIP on Cisco 3825/2811 Routers and Catalyst 4503/3750 Switches to Support Avaya Communication Manager and the Avaya IP Telephones - Issue 1.0
[ Source: Avaya ]
January 2008-These Application Notes published by Avaya describes the procedures to configure the AutoQoS features for VoIP on the Cisco Routers and Catalyst Switches. The AutoQoS features provide QoS service for the Avaya S87xx Series servers running Avaya Communication Manager software and the Avaya IP Telephones using a Cisco network infrastructure. These Application Notes also apply to other Avaya Servers running Avaya Communication Manager software.
Cisco Unified Communications Proposal
[ Source: Cisco ]
March 2008-This RFP document was designed and developed by TEQConsult for the VoiceCon Orlando 2008 Conference. The RFP is intended to solicit product information and pricing data about IP Telephony systems during the fall 2007 time period. The RFP was written for a large multi-facility enterprise configuration with IP voice terminals as the primary station user interface to the system. TEQConsult Group recognizes that every business and institution has unique communications needs and resources, but the ....
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.
IP Telephony System RFP: Who Delivers the Goods?
[ Source: Mitel ]
March 2008-A sample request for proposal (RFP) for an IP telephony system provides insight into the diverse components and challenges required by such a system.
Contact Center Market Update
[ Source: McGee-Smith Analytics ]
November 2008-The purpose of Unified Communications is to improve the efficiency of interactions in personal and collaborative communications. This presentation explores the shifting role of contact centers.
Asia-Pacific Managed Network Services
[ Source: Virtela ]
September 2009-Find out how Virtela delivers more flexibility, choice, and personalized service to your global business by connecting, managing, and supporting your hard-to-reach locations within the Asia-Pacific region.
Hardphones, Softphones, And Next-Gen Systems
[ Source: VoiceCon Orlando 2009 ]
April 2009-The demise of the desk phone has been predicted for several years now, but there’s little evidence of even much of a decline in desk phone deployments. In the current economic downturn, should there be a reassessment of the 30% to 40% of a new system’ cost that’s devoted to desktop instruments? What’s the case for deploying a desk phone to non-customer-facing employees? In this presentation, Stephen Leaden debates whether budget cuts should finally force ....
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.
Communications Continuity Solutions for Government Agencies
[ Source: Sprint ]
June 2009-Secure, reliable communications are absolutely critical for government agencies. In the case of a natural disaster, terrorist attack, or other large-scale emergency, the costs of communication failures are measured in lost lives or millions of dollars in property damage. Download this brief to learn more about secure communications solutions.
Crazy John's: CRM Platform for Expansion
[ Source: ciboodle ]
June 2008-
With over 100 retail stores nationwide and an ambitious plan to launch Crazy John's as Australia's first large scale mobile virtual network enabler (MVNE), a greenfield CRM sales and service solution was required to provide high profile brand partners the ability to deliver new products to market. The solution would also need to leverage existing investments in billing, marketing and financial systems and have the capacity to scale in line with expansion plans.
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 ....
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.
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.
....
7 Questions to Ask Before Choosing a Video Conferencing Solution:
[ Source: TANDBERG ]
October 2008-
Don’t have the time or money to support the travel demands of your far-flung operations? Video conferencing has emerged as the on-demand solution for a fraction of any travel and expense budget. But the explosion of video communications has created a multitude of video conferencing products — and it’s increasingly difficult to navigate the maze of choices and end up with a solution that’s powerful enough to meet your communications needs ....
Strategic Marketing: Positioning Your Business For Success
[ Source: Strategic Marketing Concepts ]
July 2008-
Whether your business has been active with a history of accomplishment or is a new business that's trying to make its mark, how you position your business in the marketplace will determine its success. This white paper explores the use of strategic marketing and how to use it to position your business to take advantage of its strengths.
Overcoming Single Provider MPLS Limitations
[ Source: Virtela ]
August 2009-
In this paper, Frost & Sullivan reviews the limitations associated with taking a single-provider approach to MPLS networks and contrasts them to the benefits of a global multi-carrier MPLS network.
They examine Virtela’s Global Service Fabric (GSF) which melds MPLS technology and service delivery to reliably deliver the full benefits of performance routing MPLS technology with the comprehensive geographic reach and route diversity of multiple MPLS providers. Virtela’s GSF multi-carrier network approach overcomes mapping ....
7 Things Every Executive Needs To Know About Telecom Expenses
[ Source: Telesoft ]
December 2009-
Most enterprises waste millions of dollars annually by not managing their telecom spending in a standardized, centralized, more accurate way. Having ballooned up to a top four overall expense of the entire company, telecom expense management is something you should put on your radar ASAP. This white paper discusses: why telecom expense management is a boardroom issue; why telecom billing errors will continue to occur and what you need to do about it; and guidelines ....
Customer Loyalty: The Key To Reduce Churn For Telecom Operators
[ Source: hSenid Mobile Solutions (Pvt) Ltd ]
November 2009-
One of the most critical challenges to the mobile and fixed line telcom operators is managing churn. This is due to the inadequate knowledge of knowing the usage patterns of its subscriber base. Many operators are still pushing what they want instead of identifying the customer needs. Marketing campaigns are driven without intelligent historical data of usage patterns, thus costing the operators millions of dollars in marketing budgets with minimum ROI.
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.
....
Case Study – Measurement Specialties
[ Source: Virtela ]
September 2009-
While expanding globally through a series of acquisitions, Measurement Specialties faced degrading network performance. Internal and external communications and business critical applications were affected, and the business suffered as a result. They needed a partner that could support corporate expansion and improve global collaboration. Virtela was able to meet this need by designing, implementing and managing a high-performance network across all twelve of their global sites.
Based on Measurement Specialties’ business requirements, Virtela implemented ....
Asia-Pacific Managed Network Services
[ Source: Virtela ]
September 2009-
Find out how Virtela delivers more flexibility, choice, and personalized service to your global business by connecting, managing, and supporting your hard-to-reach locations within the Asia-Pacific region.
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.
Overcoming Single Provider MPLS Limitations
[ Source: Virtela ]
August 2009-
In this paper, Frost & Sullivan reviews the limitations associated with taking a single-provider approach to MPLS networks and contrasts them to the benefits of a global multi-carrier MPLS network.
They examine Virtela’s Global Service Fabric (GSF) which melds MPLS technology and service delivery to reliably deliver the full benefits of performance routing MPLS technology with the comprehensive geographic reach and route diversity of multiple MPLS providers. Virtela’s GSF multi-carrier network approach overcomes mapping ....
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 ....
Nationwide Rollout and Global Technology Deployment Internal Resources Requirements
[ Source: Concert Technologies ]
April 2009-
Nationwide rollouts and global technology deployments are complex projects that require expert management of people and technology. A project�s success is as dependent on the internal resources that deploy it as the technology installed. An inexperienced Project Facilitator or overburdened Project Manager can easily become overwhelmed -- which can cause massive repercussions that inevitably translate to increased costs or delayed implementation for your project. As the third in our series, this paper ....
IP Telephony and UC: Getting More Bang from Smaller Budgets
[ Source: VoiceCon Orlando 2009 ]
April 2009-
Pricing for communications systems has been evolving rapidly amid the industry's move to software, with its pricing models. Now, as vendors seek new ways to sell products and push united communications (UC) in a difficult economic climate, they're trying even more different pricing strategies. Doug Carolus, director of operations and consulting services at Ncompass Solutions, looks at the range of pricing and licensing issues across communications capabilities, from basic IP PBXes to UC applications, to ....
VoiceCon SF 2009 Keynote: Bruce Morse, VP, Unified Communications and Collaboration, IBM Software Group
A keynote at VoiceCon San Francisco 2009 by Bruce Morse, VP, Unified Communications and Collaboration, IBM...
Internet Protocol (IP) Communications: what users really think of it
Both CIOs and IT teams agree that IP Communications can be of tremendous value. This survey reveals why IP adoption is increasing at a rapid rate, as well as the concerns surrounding IP.
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