Empowering Enterprise-Wide Customer Service with SIP

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Empowering Enterprise-Wide Customer Service with SIP"

Transcription

1 Empowering Enterprise-Wide Customer Service with SIP Table of contents Customer Service in Evolution...1 SIP Enabling IP Customer Service Transformation...6 Unified Communications and Collaborations Improve the Customer Experience...6 Genesys SIP Supporting a Unified Customer Service Operation...7 Deploying Customer-Winning Services for Business Success...8 Conclusion...12 In order to win customer loyalty, organizations need to continually improve their customer service operations and be more cost effective. The bottom line is that customer retention, cost control, and business continuity are vital to business success, particularly in a competitive market. In the contact center, voice over IP (VoIP) as enabled by the SIP (Session Initial Protocol) standard unlocks the constraints of traditional solutions to fundamentally alter the way organizations across industries can deliver customer service, offer new and better ways of providing sales and service, and expand options for creating better customer relationships. With SIP-enabled VoIP solutions, contact centers are empowered to drive greater business value by providing the foundation for virtualized agent resources, improved agent productivity, reduced operations and infrastructure costs, and optimized customer experiences. In addition, companies are able to enhance their competitive advantage by offering customeroriented applications on top of SIP-enabled VoIP architecture. This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to VoIP. In addition, this paper will look at the available software, including relatively new arrivals such as unified communications, which can enhance a distributed customer sales and service strategy. Customer Service in Evolution The global economy has seen more and more products and services introduced into the marketplace. Demand for consumer attention is higher than ever, and yet consumers are already bombarded with all types of advertisements, promotions, and marketing campaigns. As a result, advertizing alone, no matter how revolutionary, isn t enough by itself to create a consistent and reliable revenue stream. In order to meet revenue goals, enterprises must use the power of customer loyalty to turn their first time customers into company advocates. Therefore, companies must address their customer service performance in order to generate brand recognition, competitive differentiation, customer acquisition, and customer retention. Due in part to the historical limitations of technology, many organizations approached customer service and sales by implementing a contact center. This specialized communications

2 Empowering Enterprise-Wide Customer Service with SIP / page 2 of 12 department began, in many cases, as a cost center with strong emphasis on cost control and little awareness of how the sales or service levels impact customer relationships and, ultimately, the bottom line. This method of customer communication, which began in earnest about 35 years ago with the creation of the ACD (automatic call distributor), is beginning to change dramatically as many companies recognize that customer service is a key strategic link for business growth. It doesn t hurt that technology and software advances have reached a point where more effective options are available and cost significantly less than traditional contact center solutions. While awareness of the importance of providing an excellent customer experience is now on the rise, companies must still provide that experience at a reasonable cost to the business. For a business to successfully meet this goal, it must provide quality service that is convenient, responsive, personalized, and effective. SIP technology can help deliver customer service with these attributes, resulting in higher customer satisfaction and increased customer retention, which directly leads to the generation of new revenue. The Role of SIP in Unlocking New Potential in Customer Service For the last eight years, enterprises and some contact centers have been replacing their legacy voice infrastructures and combining voice with other data traffic in other words, adopting Voice over IP (VoIP). This has resulted in cost savings for those organizations that have made that move while also implementing standards-based SIP (Session Initiation Protocol), which enables more effective customer service delivery. There are two major attributes of SIP-based VoIP that fundamentally change the ways that customer service can be delivered: Virtualization and Presence. Virtualization Unlike legacy call centers where traditional ACD and PBX hardware must be located near the agents who perform the customer service, the next generation IP contact center infrastructure can be aggregated and the infrastructure capacities virtualized. With software-driven IP technology, the contact center equipment, software, and applications can be located in a data center separated from agent locations, and it becomes feasible for organizations to virtually centralize multiple contact centers from main site, branch office, and even home agents to effectively manage all the resources. This dramatically streamlines the customer service operation and simplifies infrastructure requirements at agent locations, which greatly enhances an organization s flexibility to dynamically manage contact center operations including branch office expansion, expert contact in the enterprise, home agents, service hosting, outsourcing, and disaster recovery. With this virtual, centralized architecture, all the provisioning and maintenance tasks are performed at the data center, which is able to directly push applications and software upgrades to agent desktops in multiple remote locations. This brings significant cost saving opportunities to organizations, which no longer require a dedicated technical team to maintain the hardware-based legacy equipment at each contact center. Additionally, with VoIP adoption throughout the organization, companies realize big savings by combining voice and data traffic onto a single, converged IP network.

3 Empowering Enterprise-Wide Customer Service with SIP / page 3 of 12 Legacy Contact Center Data Center ACD IVR WFM VMail PBX CRM Database PBX ACD IVRs IP Based Architechture Call Recording Mail Call center IP/SIP Phone Outsourcer Digital Set Digital Set Remote Center Branch Office Home Expert Figure-1 Next Generation Customer Service Architecture Presence Presence tracks the availability of an employee across different communication channels, and notes whether they are available for a call, not available, in-a-meeting, out-of-office, etc. Presence can also offer additional information, such as the next time they will be available, their multi-channel availability status, and an indication of their preferred channel for communication. For example, presence can note when a person is busy on a call, yet is still available for an IM (instant message) chat at the same time. Presence can be displayed in a directory or a personalized buddy list with multi-channel status. It can also be embedded in applications such as , Web pages, and calendars. Here is an example: 1. John, a branch office employee, logs a trouble ticket for IT support and receives an response from Sue, a member of the IT support team. 2. After reading the , John still needs help and, using the presence status icon shown next to the header, he finds that Sue is available at that moment for an IM chat. 3. John right-clicks Sue s presence icon and launches an IM chat session with Sue. 4. After chatting for a minute, they decide to talk to each other via telephone to resolve the trouble ticket. Sue then right-clicks John s presence icon on her IM chat window to initiate a direct phone call to John. Further escalation is possible as well, including white board sharing, file sharing, or even video conferencing.

4 Empowering Enterprise-Wide Customer Service with SIP / page 4 of 12 In a SIP world, all a resource needs in order to play a role in customer service and sales is a computer, a desktop application with information about the customer, a broadband connection, and a telephone either a soft or hard SIP phone or a TDM-based phone. The presence capabilities are utilized by Unified Communications (UC) programs in order to increase worker productivity and collaboration. This paper will discuss UC a little later. The impact of presence on customer service In the contact center, the concept of presence has been utilized for some time, although it is usually referred to as agent readiness. The combination of virtualization and SIP-based presence together makes it feasible to interconnect agents from any physical location in the customer service operation. The virtualization minimizes the resources required to receive customer contact. In a SIP world, all a resource needs in order to play a role in customer service and sales is a computer, a desktop application with information about the customer, a broadband connection, and a telephone either a soft or hard SIP phone or a TDM-based phone. With presence, a company is able to track the availability of a resource (expert, etc.) even beyond the contact center without specialized software on that resource s desktop. This enables the organization to support its customer service operation with a large variable pool of resources that have a wide range of skills and capabilities. The Phases of IP Migration and Adoption Many large organizations adopt VoIP gradually, with the contact center being migrated to VoIP at a later stage. This gradual move results in a period of time during which the organization operates with a hybrid environment where both the legacy and IP infrastructure co-exist for multiple years until the legacy equipment is fully depreciated and replaced. Unlike the rip-and-replace approach, this not only prolongs the return on investment of the legacy equipment, but also makes the migration smooth and manageable. Such migration typically starts with an expansion beyond the existing contact center or with the replacement of legacy hardware-based infrastructure near the end of its life cycle. In this case, the challenge for the organization is to manage both legacy and IP customer service operations simultaneously on different networks. In contrast, green field, small, and medium-sized businesses usually switch to IP directly. As companies are migrating to VoIP at their own pace, the customer service SIP market is maturing, with the broad adoption of SIP standards by vendors for a variety of product offerings and services taking place through three common phases. The first phase is currently well underway and is marked by the rise of hybrid customer service operations. In this first phase, SIP-based VoIP solutions are deployed in specific areas of the customer service operation usually those that contained the aged technology, or in new areas that bring remote resources into the customer service operation. The legacy hardware equipment, such as ACDs and PBXs, is upgraded or replaced with software-based SIP applications. One common goal of organizations in this first phase is to lower the total cost of ownership (TCO) associated with consolidating contact center solutions and combining the voice and data onto a single consistent infrastructure. In this phase, many contact centers adopt a standards-based SIP environment for open and flexible operations. SIP is a widely recognized signaling protocol and is broadly supported for VoIP communications.

5 Empowering Enterprise-Wide Customer Service with SIP / page 5 of 12 The second phase of IP adoption is focused on extending customer service operations beyond the contact center. Due to the distributed and disaggregated nature of IP architecture, many contact centers virtualize the operations across the entire enterprise, including remote and home agents, back office experts, outsourced agents, and even SaaS/hosted services from the cloud. With such virtualization, contact centers become much more efficient and more flexible through centralized resource management and utilization. From the network perspective, SIP also enables direct IP traffic flow from carriers to contact centers through SIP trunking and SIP Connect (a SIP-based standard to support network traffic). This saves organizations the cost of the inter-connection charge through the PSTN network. Ultimately, in the third phase, contact centers roll out innovative services beyond voice-only interaction to deliver exceptional experiences to their customers. Through standards-based SIP interoperability, innovative services such as video, mobile, Skype, UC/presence, etc., provide convenient and delightful customer services and boost their competitive differentiation. In such an open IP environment, SIP, with standard extension supporting presence, also enables UC beyond contact centers throughout the organization. With UC, contact centers are able to improve customer service performance by providing multimedia customer interactions and seamlessly enabling the collaboration of experts and other resources in the rest of the organization. Unlike traditional, legacy hardware-based contact centers limited by constraints of proprietary technology, the standards-based, software-only SIP solution enables organizations to deploy the innovative services with shorter lead time and tight integration. In addition, the SIP-based open IP environment brings organizations the freedom to implement best-of-breed products with lower cost and better innovations without getting stuck with a particular supplier. Simplify Infrastructure Virtualize Service Innovate New Experience Replace ACD and PBX in the contact center to lower TCO with single software-only, open, and standards-based SIP platform Go beyond the contact center to enable enterprise-wide customer service with centralized management of remote/ home agents, back office experts, outsourced agents, and SaaS from the cloud Deliver exceptional customer experience to delight customers with innovative video, Skype, mobile and UC/presence services Figure-2 SIP Reference Model

6 Empowering Enterprise-Wide Customer Service with SIP / page 6 of 12 SIP Enabling IP Customer Service Transformation SIP is the Internet Engineering Task Force s (IETF s) standard for multimedia communications over IP. Over the years, SIP has gained significant market share and become the common protocol for IP communications. Several key factors contribute to wide SIP support. SIP is a lightweight peer-to-peer signaling protocol to establish and tear down communication sessions between parties. The beauty of SIP is its simplicity and flexibility. Its signaling transaction model, separated from the media traffic, not only manages the communication sessions efficiently, but also supports multichannel communications, including voice, video, instant messaging, and conferencing. In addition, SIP has proven reliable for large scale deployment. All these characteristics make SIP perfect for deployment in a future-proofed application environment. SIP also supports presence with SIMPLE (SIP for Instant Messaging and Presence Leveraging Extensions) standard. As discussed, real-time presence is the key element to enabling instant messaging and unified communications within and beyond contact centers. As broad support for SIP from communications equipment and applications vendors increases, SIP offers a common ground for seamless interoperability. With a SIP-enabled customer service operation, enterprises obtain several major benefits: Freedom to deploy the best-of-breed applications from multiple vendors Flexibility to support virtual, centralized customer service operations that are involved with branch offices, work-at-home agents, hosting providers, and outsourcers in distributed locations Ability to offer multimedia interactions beyond voice to enhance the customer experience Capacity to support unified communications beyond contact centers throughout the entire organization Cost savings from lower infrastructure maintenance and interconnection charges Unified Communications and Collaborations Improve the Customer Experience Unified Communications improves how individuals and groups communicate, increases employee productivity, and reduces human latency in business processes. UC commonly covers voice, video, , messaging, instant messaging (IM), conferencing, and mobility. It supports an environment where multimedia communications occur in orchestration with the presence status of each party. UC enables better customer service by increasing the ease of communication between front line customer service employees and back office experts. In addition to improving communication efficiency, UC enhances the customer experience by providing a common desktop from which employees outside the contact center can play a dynamic multi-modal role in customer sales and service. This presents a number of benefits, such as: 1. Experts in areas of high complexity are able to communicate directly with customers and manage customer situations effectively. This not only increases customer satisfaction because it solves customers issues faster, but also reduces training costs for front line agents because they will no longer be required to be experts on all aspects of the company s operations. 2. Workers in the enterprise can be organized to dynamically support customer service operations when extra high customer call volumes saturate its contact center capacity. These will be further detailed in the next section.

7 Empowering Enterprise-Wide Customer Service with SIP / page 7 of 12 Figure-3 Genesys Integrating Enterprise Expert Presence Genesys SIP Supporting a Unified Customer Service Operation With Genesys in a UC-enabled environment, enterprises are able to provide extremely dynamic customer service operations and leverage various skill sets from across the organization, thereby supporting customers in a more timely manner by rallying its employee community. By applying the Genesys core competencies of capacity modeling, abstraction of resources, and routing, enterprises are able to orchestrate the customer experience by blending contact center functions with the rest of the organization. Genesys technology further enhances the efficiency of Unified Communications by incorporating company-specific routing rules based on service type, availability, skill category, working schedule, resource capacity, and preferred communications channel. As Unified Communications is established throughout the enterprise, each agent is able to serve any customers, which enables the organization to handle extra customer calls even when the contact centers are saturated during volume spikes. In other cases, agents are able to escalate specific customer requests to enterprise experts. Multiple experts can even collaborate concurrently across different media channels. All of this not only improves customer service performance, but also increases the satisfaction for both customers and agents and enhances the organization s competitive differentiation. In addition to the interoperation of basic presence with leading UC platforms, Genesys SIP can provide rich status information on both IP and TDM telephony presence, skills, and the real-time multi-channel capacity of enterprise employees and contact center agents. GENESYS SIP Presence Subscriptions Integrate presence from leading UC platforms Enterprise Connection Deliver communication or work items across contact center and enterprise Routing Transactions Notification/transfer/ consult via multi-channels sessions Presence Enrichment Media Extension Universal Routing Telephony presence from IP, hybrid, and TDM PBXs Agent skill and capacity Multi-channel capabliities Skills-based routing Call and multimedia blending Capacity rules Figure-4 Genesys SIP Empowering UC Efficiency

8 Busin ess W hite Paper Empowering Enterprise-Wide Customer Service with SIP / page 8 of 12 Deploying Customer-Winning Services for Business Success As contact centers migrate from traditional TDM hardware-based infrastructure toward IP solutions, it is a challenge for many organizations to design and execute a proper IP adoption strategy that will have minimum impact on the customer service operation and contact center agent team. A suitable strategy should address the organization s various objectives, including enhancing customer satisfaction, increasing productivity, improving flexibility, and saving costs and it should occur without disruption to business continuity in order to make the IP migration appear seamless to customers. With market leadership of Computer Telephony Interface (CTI) and SIP in the customer service industry, Genesys solutions provide great flexibility for organizations seeking to adopt an IP-based customer service operation. With Genesys, contact centers are able to serve customers with resources in a mix of IP and TDM environments. Having a single blended routing strategy helps organizations migrate smoothly to IP, and by starting the migration before the end of the life cycle for the existing contact center hardware, enterprises are able to move agents over to the solution at a pace that allows for agent acclimatization. This approach maximizes the earlier investment and puts the contact center in control of the operation, helping to minimize disruptions to the customer service operation. With distributed IP technology, Genesys SIP supports a virtual contact center (or customer service operation) that can use resources from multiple locations as a single, logical agent pool. Control of the customer operation can be centralized in a corporate data center or hosted service provider. Many customers with Genesys SIP expand their customer service operations beyond the main contact center into branch offices, outsourcing sites, and/or work-at-home agents. This provides organizations great flexibility to better manage and balance such things as unexpected call volumes, agent workloads, and disaster recovery operations. Media Server PSTN SIP Server Contact Center SoHo SIP Contact Center Agents Branch Office Agents Figure-5 Genesys SIP Enables a Virtual Centralized Contact Center Home Agent

9 Empowering Enterprise-Wide Customer Service with SIP / page 9 of 12 There are several approaches to deploying Genesys SIP that will meet contact center specific situations and needs. For pure customer service operations, contact centers can deploy Genesys SIP as a stand-alone communications server. As shown in Figure-6, Genesys SIP has a direct SIP interface with the IP phone on the agent desktop, or the IP soft client on the agent computer. In this case, Genesys SIP provides call control and switching functions to and from the agent IP phone. The incoming customer call routing logistics are performed by a Universal Routing Server (URS) located in the main Genesys Customer Interaction Management (CIM) platform, with intelligent routing rules based on agent skills, customer categories, service types, and so on. Genesys SIP also includes call queuing and treatment capabilities to support agent-related media services such as music/media on hold, call recording, conferencing, and supervisory features. Carrier Network SIP/Public Network SIP Server SIP Media Server SIP Universal SDK Figure-6 Genesys SIP as Stand Alone Deployment

10 Empowering Enterprise-Wide Customer Service with SIP / page 10 of 12 Some other companies blend customer service operations within the enterprise organization s IP telephony infrastructure. Some customer service agents often assume additional job functions in the enterprise. These agents then may need advanced enterprise VoIP features, such as advanced enterprise call features. In this case, as shown in Figure-7, Genesys SIP can be deployed as an application server sitting behind a third-party softswitch, which has a direct interface with the agent IP phone. For incoming customer calls, the softswitch passes call signaling information to Genesys routing through Genesys SIP, and switches the call to specific agents according to the routing strategy. Like the standalone approach, Genesys SIP offers media on hold, conferencing, and call recording features. Carrier Network Media Server Softswitch SIP Server SIP SIP Universal SDK Figure-7 Genesys SIP as an Application Server

11 Empowering Enterprise-Wide Customer Service with SIP / page 11 of 12 In the contact center, Genesys SIP tracks the real-time availability status of each agent and routes the incoming customer calls to available agents. Genesys SIP is able to interoperate with enterprise presence servers and unified communications platforms, such as the Microsoft Office Communication Server (OCS), to expand customer service operations beyond the contact center agents to other employees or experts in the enterprise. With such unified presence information integrated, contact center agents are able to transfer and escalate specific customer service calls to available experts directly. In case of saturated contact center operations, the Genesys routing engine then routes the calls directly to pre-assigned enterprise employees based on their availability and skills. Depending on organizational and business rules, enterprise employees may voluntarily make themselves available via their preferred communication channel (IM, , voice, or video) for external customer service support during certain hours of the day to balance out their regular job functions. SIP/Public Network Carrier Network Media Server SIP GENESYS CIM/SIP Presence Presence SIP Universal SDK Presence Contact Center Agent Enterprise Expert Figure-8 Genesys SIP Integration with Unified Communications

12 Empowering Enterprise-Wide Customer Service with SIP / page 12 of 12 Conclusion As IP technology becomes ubiquitous for business communications due to its simplicity and seamless interoperability, SIP is playing an increasingly essential role in enabling an open, flexible, and unified communication environment throughout the organization. SIP has gained significant support from numerous equipment and solution vendors, giving organizations the freedom to pick the best-of-breed applications independently of the infrastructure and hardware. Genesys SIP provides contact centers with great flexibility for IP migration, allowing enterprises to maintain business continuity throughout the adoption of various strategies, including traditional ACD and PBX replacement, branch office expansion, work-at-home agent operations, service provider hosting, and customer service outsourcing. Genesys SIP integrates and enriches the enterprise unified communications environment with the seamless support for SIP presence and multimedia sessions. As a result, organizations are able to extend their customer service operations beyond the contact center with dynamic collaboration from experts and other resources in the enterprise. Ultimately, organizations are enabled to achieve excellent customer service performance, provide great satisfaction both for customers and agents, boost their business competitive differentiation, and enhance their bottom line. Corporate Headquarters Genesys 2001 Junipero Serra Blvd. Daly City, CA USA Worldwide Inquiries: Tel: Fax: Genesys is the world s leading provider of customer service and contact center software with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise. For more information visit: or call GENESYS. Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders Genesys Telecommunications Laboratories, Inc. All rights reserved v1.1-02/09

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS TABLE OF CONTENTS Are You Paying Too Much Running Your Contact Center?...1 Market Trend: IP Migration Reduces Contact Center Overhead

More information

Best Practices for. Transform Customer Service Beyond the. Introduction. SIP is the foundation of today s customer experience

Best Practices for. Transform Customer Service Beyond the. Introduction. SIP is the foundation of today s customer experience Best Practices for Implementing an IP/SIP Contact Center Transform Customer Service Beyond the Contact Center and Improve Satisfaction Levels Table of contents Introduction:...1 SIP is the foundation of

More information

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTRES

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTRES COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTRES TABLE OF CONTENTS Are You Paying Too Much Running Your Contact Centre?...1 Market Trend: IP Migration Reduces Contact Centre Overhead

More information

How Telecom Italia Empowers Customer Service from the IMS Cloud

How Telecom Italia Empowers Customer Service from the IMS Cloud How Telecom Italia Empowers Customer Service from the IMS Cloud Giacomo De Filippis, IPCC Senior Program Manager, Telecom Italia Guillaume Calot, Strategic Business Director EMEA, Alcatel-Lucent Enterprise

More information

Genesys SIP. Product Datasheet

Genesys SIP. Product Datasheet Product Datasheet Transforming Your Customer Service beyond the Contact Center Release 8.1 Highlights Provides 100% Softwareonly Solution to simplify operational management and maintenance Delivers PBX-less

More information

Genesys SIP. Highlights

Genesys SIP. Highlights Genesys SIP The Genesys SIP solution greatly simplifies and reduces the cost of operating a dynamic customer service operation by overlaying or replacing your existing contact center infrastructure to

More information

Genesys SIP Server. Highlights > Freedom of choice to select the hardware

Genesys SIP Server. Highlights > Freedom of choice to select the hardware Genesys SIP Server Contact Center Software The Genesys SIP Server provides open, flexible and reliable telephony and agent monitoring functions that integrate the Genesys 7 Suite with any SIP-enabled IP

More information

Success Story: Business Process Outsourcing. Optimus

Success Story: Business Process Outsourcing. Optimus Success Story: Business Process Outsourcing Optimus Page 2 Optimius Global Services Ltd. Subsidiary of Polaris Software Lab www.optimus.co.in Industry...Business Process Outsourcing Call Centers........

More information

Genesys Alcatel-Lucent Services

Genesys Alcatel-Lucent Services Partnership Profile: Genesys Alcatel-Lucent Services Achieving Contact Center Page 1 Page 2 of 6 Achieving Contact Center The contact center has emerged as a key enabler in providing superior customer

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

Federating Customer Service

Federating Customer Service april 2009 Federating Customer Service: An Effective Approach to Simplifying Your Multi-Dimension Contact Center Operation Table of contents Executive Summary...1 Market Dynamics Affect Customer Service...2

More information

PRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0

PRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0 Version 1.2 HELPDESK EXPRESS 1.0 Revision 1 - March 2005 PRODUCT GUIDE HELPDESK EXPRESS 1.0 Version 1.2 Revision 1 - February 2005 ProTel Communications Ltd. follows a policy of continuous development

More information

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing

Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing WHITE PAPER Contact Center Solutions Beyond Connecting the Call: Empowering Corporate Strategy With Hosted IP-Based Contact Routing Executive Summary...2 In a Holding Pattern The Limits of Aging Technology...2

More information

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business.

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business. IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine

More information

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Software and hardware are only valuable because they work as a system * *Carl Shapiro, Harvard

More information

Enhanced Enterprise SIP Communication Solutions

Enhanced Enterprise SIP Communication Solutions Enhanced Enterprise SIP Communication Solutions with Avaya Aura and Allstream SIP Trunking An Allstream White Paper 1 Table Of Contents Beyond VoIP 1 SIP Trunking delivers even more benefits 1 Choosing

More information

RETAIL COMMUNICATIONS

RETAIL COMMUNICATIONS RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?

More information

SITEL Voice Architecture

SITEL Voice Architecture SITEL Voice Architecture www.sitel.com SIP Voice Architecture: What is it? And how contact center operators can save money using it. By: Kevin Weier, Director, Global Voice Infrastructure and Architecture,

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

UNIFIED COMMUNICATIONS

UNIFIED COMMUNICATIONS DISCOVER UNIFIED COMMUNICATIONS UNIFIED COMMUNICATIONS Collaborate. Communicate. Unify. It s no secret. The smartest companies have discovered a way to converge the resources of their business applications

More information

Convergence: The Foundation for Unified Communications

Convergence: The Foundation for Unified Communications Convergence: The Foundation for Unified Communications Authored by: Anthony Cimorelli, Senior Product Marketing Manager Onofrio Norm Schillaci, Principal Sales Engineer Michelle Soltesz, Director, Marketing

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Microsoft Lync Transforms Business Communications

Microsoft Lync Transforms Business Communications Microsoft Lync Transforms Business Communications September 2012 Prepared by: Zeus Kerravala Microsoft Lync Transforms Business Communications by Zeus Kerravala September 2012 º º º º º º º º º º º º º

More information

The Blueprint to Contact Centre Modernisation Replacing your ACD

The Blueprint to Contact Centre Modernisation Replacing your ACD The Blueprint to Contact Centre Modernisation Replacing your ACD TABLE OF CONTENTS Executive Summary...1 Replacing Legacy ACDs is the First Step to Improving the Contact Centre Experience...2 Is Change

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

Cisco Unified Intelligent Contact Management Enterprise 7.2

Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise-an integral component of the Cisco Unified Communications system-delivers an integrated

More information

Solutions. Unified Communications Answering the Call for Greater Collaboration and Productivity

Solutions. Unified Communications Answering the Call for Greater Collaboration and Productivity Solutions Unified Communications Answering the Call for Greater Collaboration and Productivity Unified Communications The typical user can save up to 30 minutes a day by being able to manage their voicemail,

More information

Hosted Unified Communications: What You Need to Know to Determine if it is Right for Your Organization. An Industry White Paper from New Horizon

Hosted Unified Communications: What You Need to Know to Determine if it is Right for Your Organization. An Industry White Paper from New Horizon Hosted Unified Communications: What You Need to Know to Determine if it is Right for Your Organization. An Industry White Paper from New Horizon Summary Think for a moment about how many times each day

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

SIP-ing? Pipeline Articles www.contactcenterpipeline.com

SIP-ing? Pipeline Articles www.contactcenterpipeline.com tech line / jul 2013 Time to Start SIP-ing? Can a SIP-based solution add value for your contact center? A look at the key opportunities and considerations. By Ken Barton, and Matt Morey, Strategic Contact

More information

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

More information

An Oracle White Paper July 2013. Enterprise Session Border Controllers in the Contact Center

An Oracle White Paper July 2013. Enterprise Session Border Controllers in the Contact Center An Oracle White Paper July 2013 Enterprise Session Border Controllers in the Contact Center Introduction... 1 Contact Center Technology Trends... 2 Shifting Customer Preferences... 2 Proliferation of Broadband

More information

Unified Communications and Desktop Integration

Unified Communications and Desktop Integration S T R A T E G I C W H I T E P A P E R Unified Communications and Desktop Integration Unified communications (UC) is recognized as one of the top strategic new technology areas in IT operations. The Alcatel-Lucent

More information

The Key Components of a Cloud-Based Unified Communications Offering

The Key Components of a Cloud-Based Unified Communications Offering The Key Components of a Cloud-Based Unified Communications Offering Organizations must enhance their communications and collaboration capabilities to remain competitive. Get up to speed with this tech

More information

MITEL. 5000 Communications Platform

MITEL. 5000 Communications Platform MITEL 5000 Communications Platform Today s Hybrid Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your organization by utilizing

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

The Broadening of Contact Centers Horizons

The Broadening of Contact Centers Horizons The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

The Key Components of a Cloud-Based UC Offering

The Key Components of a Cloud-Based UC Offering The Key Components of a Cloud-Based UC Offering Organizations must enhance their communications and collaboration capabilities to remain competitive. Get up to speed with this tech primer and find new

More information

Avaya Aura Experience Portal

Avaya Aura Experience Portal Avaya Aura Experience Portal Avaya Aura Experience Portal delivers a new model for customer experience orchestration that helps you improve customer loyalty, reduce costs, and drive growth. Avaya Can Help

More information

Executive Summary WHAT IS DRIVING THE PUSH FOR HIGH AVAILABILITY?

Executive Summary WHAT IS DRIVING THE PUSH FOR HIGH AVAILABILITY? MINIMIZE CUSTOMER SERVICE DISRUPTION IN YOUR CONTACT CENTER GENESYS SIP 99.999% AVAILABILITY PROVIDES QUALITY SERVICE DELIVERY AND A SUPERIOR RETURN ON INVESTMENT TABLE OF CONTENTS Executive Summary...1

More information

The Business Value of SIP Trunking

The Business Value of SIP Trunking July 2013 US$39.00 S P E C I A L R E P O R T The Business Value of SIP Trunking By Khali Henderson Editor-in-Chief, Channel Partners COMMUNICATIONS Table of Contents Introduction... 3 What Is SIP Trunking?...

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

Inter-Tel 5000 Network Communications Solutions

Inter-Tel 5000 Network Communications Solutions Inter-Tel 5000 Network Communications Solutions 2006 Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your

More information

November 2013. The Business Value of SIP Trunking

November 2013. The Business Value of SIP Trunking November 2013 S P E C I A L R E P O R T The Business Value of SIP Trunking Table of Contents Introduction... 3 What Is SIP Trunking?... 3 What Is the Demand for SIP Trunking?... 5 How Does SIP Trunking

More information

SIP Trunking: The New Normal in the Cloud Era

SIP Trunking: The New Normal in the Cloud Era SIP Trunking: The New Normal in the Cloud Era Executive Summary As IP and VoIP technologies continue to mature and the thirst for cloud services escalates, the SIP Trunking market is growing rapidly, driven

More information

White Paper. Open Source Telephony: The Evolving Role of Hardware as a Key Enabler of Open Source Telephony in the Business Market.

White Paper. Open Source Telephony: The Evolving Role of Hardware as a Key Enabler of Open Source Telephony in the Business Market. White Paper Open Source Telephony: The Evolving Role of Hardware as a Key Enabler of Open Source Telephony in the Business Market Produced For: Produced By: July 2006 The Evolving Role of Hardware as a

More information

Software Suites Will Dominate Europe's Call Center Market

Software Suites Will Dominate Europe's Call Center Market Market Analysis Software Suites Will Dominate Europe's Call Center Market Abstract: By 2006, sales of IP-based call centers in Europe will exceed those of TDM systems, but adoption of independent server-based

More information

MITEL. 5000 Network Communications Solutions

MITEL. 5000 Network Communications Solutions MITEL 5000 Network Communications Solutions Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your organization

More information

CONVERGEONE + INTERACTIVE INTELLIGENCE

CONVERGEONE + INTERACTIVE INTELLIGENCE CONVERGEONE + INTERACTIVE INTELLIGENCE Fusing People, Technology, and Strategy OUR COMPANY We are a Platinum Elite partner As a leading global provider of best-in-class communications solutions and services,

More information

Avaya Aura Contact Center 6.4

Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types

More information

INTUITIVE TRADING. Abstract. Modernizing and Streamlining Communications & Collaboration for Financial Trading Enterprises AN IP TRADE WHITE PAPER

INTUITIVE TRADING. Abstract. Modernizing and Streamlining Communications & Collaboration for Financial Trading Enterprises AN IP TRADE WHITE PAPER INTUITIVE TRADING Modernizing and Streamlining Communications & Collaboration for Financial Trading Enterprises Abstract Information technology budgets at investment banks were decimated in the aftermath

More information

Your Voice is Critical. OpenScape Enterprise voice solutions gives power to voice

Your Voice is Critical. OpenScape Enterprise voice solutions gives power to voice Your Voice is Critical OpenScape Enterprise voice solutions gives power to voice High quality reliable voice is business critical Conversations involve real-time engagement across multiple communication

More information

MITEL BUSINESS COMMUNICATIONS SOLUTIONS

MITEL BUSINESS COMMUNICATIONS SOLUTIONS BROCHURE MITEL BUSINESS COMMUNICATIONS SOLUTIONS BUSINESS COMMUNICATIONS YOUR WAY, WITH COMPREHENSIVE AND FLEXIBLE SOLUTIONS ON PREMISE OR IN THE CLOUD Whether it s retaining productive employees, providing

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

To IP or Not To IP That is the question

To IP or Not To IP That is the question To IP or Not To IP That is the question As an end user you have many choices with regard to telecommunication including provisioning with PBX s converged PBX s or Key Hybrid systems or pure IP Telephony.

More information

Calculate Your Savings

Calculate Your Savings Calculate Your Savings See how the right phone system can improve your bottom line. Are you missing important calls and lost revenue? Are missing important calls and lost revenue? Could you provide a better

More information

The Business Value of Enterprise SIP - A CIO View

The Business Value of Enterprise SIP - A CIO View The Business Value of Enterprise SIP - A CIO View Table of Contents Background... 1 What is SIP?... 1 Why SIP?... 1 1. Presence... 2 2. User Centricity vs. Device Bound... 3 3. SIP Trunking and Delivering

More information

Avaya Aura Contact Center 6.2

Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 is a context-sensitive, collaborative, voice and multimedia customer contact solution that allows enterprises to anticipate, automate and accelerate

More information

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high

More information

SIP-Based Solutions in the Contact Center: Using Dialogic Media Gateways with the Genesys Voice Platform

SIP-Based Solutions in the Contact Center: Using Dialogic Media Gateways with the Genesys Voice Platform -Based Solutions in the Contact Center: To stay competitive and keep their customers happy and loyal, companies are working hard to enhance customer service as costeffectively as possible. Contact centers

More information

BUYER S GUIDE IP COMMUNICATIONS BUYER S GUIDE

BUYER S GUIDE IP COMMUNICATIONS BUYER S GUIDE BUYER S GUIDE IP COMMUNICATIONS BUYER S GUIDE Realizing the Proven Value of Unified Communications REALIZING THE PROVEN VALUE OF UNIFIED COMMUNICATIONS What you will learn in this guide: Times are Changing

More information

The Contact Centre. Market Overview. IP Communications for the Contact Centre

The Contact Centre. Market Overview. IP Communications for the Contact Centre The Contact Centre One platform. One pre-integrated application suite. Communications for the contact centre, for the enterprise... for your entire business. Innovation As a consistent driving force behind

More information

Best Practices for VoIP in the Contact Center Part 1: Planning a Successful Transition BY LORI BOCKLUND AND BRIAN HINTON

Best Practices for VoIP in the Contact Center Part 1: Planning a Successful Transition BY LORI BOCKLUND AND BRIAN HINTON MAY 2008 Best Practices for VoIP in the Contact Center Part 1: Planning a Successful Transition BY LORI BOCKLUND AND BRIAN HINTON Voice over Internet Protocol (VoIP) has reached a new level of maturity

More information

How Virtualization Complements ShoreTel s Highly Reliable Distributed

How Virtualization Complements ShoreTel s Highly Reliable Distributed WHITE PAPER How Virtualization Complements s Highly Reliable Distributed Architecture How Virtualization Complements s Highly Reliable Distributed Architecture Table of Contents 1. Executive summary...3

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

Partner Growth Opportunities in the Evolving UC Market

Partner Growth Opportunities in the Evolving UC Market Partner Growth Opportunities in the Evolving UC Market Market Shifts Call for a Broader Skill Set and Portfolio 9847-64 March 2015 Contents Section Slide Numbers Executive Summary 3 Market Overview 7 Customer

More information

Avaya Aura Contact Center 6.2

Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 Avaya Aura Contact Center 6.2 is a context-sensitive, collaborative, voice and multichannel customer contact solution that allows enterprises to anticipate, automate and accelerate

More information

Time Division Multiplexing to Internet Protocol Business.Frontier.com/Solutions 1

Time Division Multiplexing to Internet Protocol Business.Frontier.com/Solutions 1 Time Division Multiplexing to Internet Protocol Time Division Multiplexing to Internet Protocol Business.Frontier.com/Solutions Executive Summary Businesses looking to secure a foothold as a competitive

More information

Contents Introduction Why Fax over IP? How Real-time Fax over IP works Implementation with MessagePlus/Open Summary. About this document

Contents Introduction Why Fax over IP? How Real-time Fax over IP works Implementation with MessagePlus/Open Summary. About this document Fax over IP Contents Introduction Why Fax over IP? How Real-time Fax over IP works Implementation with MessagePlus/Open Summary About this document This document describes how Fax over IP works in general

More information

Solution Ought to be Delivering

Solution Ought to be Delivering October 2008 Six Essential Capabilities your Workforce Management Solution Ought to be Delivering Optimize Contact Center Performance Table of contents Executive Summary...3 Workforce Management Today...4

More information

10 Questions to Ask Your On-Demand Contact Center Provider. An Oracle White Paper September 2006

10 Questions to Ask Your On-Demand Contact Center Provider. An Oracle White Paper September 2006 10 Questions to Ask Your On-Demand Contact Center Provider An Oracle White Paper September 2006 10 Questions to Ask Your On-Demand Contact Center Provider EXECUTIVE OVERVIEW Building and maintaining a

More information

Contents. Specialty Answering Service. All rights reserved.

Contents. Specialty Answering Service. All rights reserved. Contents 1 Introduction... 2 2 PBX... 3 3 IP PBX... 4 3.1 How It Works... 4 3.2 Functions of IP PBX... 5 3.3 Benefits of IP PBX... 5 4 Evolution of IP PBX... 6 4.1 Fuelling Factors... 6 4.1.1 Demands from

More information

VoIP Solutions Guide Everything You Need to Know

VoIP Solutions Guide Everything You Need to Know VoIP Solutions Guide Everything You Need to Know Simplify, Save, Scale VoIP: The Next Generation Phone Service Ready to Adopt VoIP? 10 Things You Need to Know 1. What are my phone system options? Simplify,

More information

Legal Services. Solutions

Legal Services. Solutions Legal Services Solutions Making a case for more efficient business communications Legal services providers have unique, dynamic requirements that demand more than a one size fits all approach to business

More information

Your Voice is Critical. OpenScape Enterprise voice solutions gives power to voice

Your Voice is Critical. OpenScape Enterprise voice solutions gives power to voice Your Voice is Critical OpenScape Enterprise voice solutions gives power to voice High quality reliable voice is business critical Conversations involve real-time engagement across multiple communication

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com WHITE PAPER Converged Business Networks: Simplifying Network Complexity Sponsored by: Level 3 Melanie Posey November 2010 Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015

More information

Acme Packet session border controllers in the enterprise

Acme Packet session border controllers in the enterprise Acme Packet session border controllers in the enterprise Large enterprises have been expanding their deployments of IP telephony (IPT) for several years now. Planning has already begun to extend the benefits

More information

VoIP Deployment Options

VoIP Deployment Options AN ATLANTIC-IT.NET WHITEPAPER VoIP Deployment Options Whether cloud-based or on premises, IP-based voice platforms can deliver a wide range of significant business benefits. 2 VoIP Deployment Options EXECUTIVE

More information

Evolution & Revolution. Avaya s Reference Architecture For Unified Communications. Gianluca Attura Amministratore Delegato Avaya Italia S.p.A.

Evolution & Revolution. Avaya s Reference Architecture For Unified Communications. Gianluca Attura Amministratore Delegato Avaya Italia S.p.A. Evolution & Revolution Avaya s Reference Architecture For Unified Communications Gianluca Attura Amministratore Delegato Avaya Italia S.p.A. Avaya Customer Experiences Challenge From 100-200 Strategic

More information

Silver Peak s Virtual Acceleration Open Architecture (VXOA)

Silver Peak s Virtual Acceleration Open Architecture (VXOA) Silver Peak s Virtual Acceleration Open Architecture (VXOA) A FOUNDATION FOR UNIVERSAL WAN OPTIMIZATION The major IT initiatives of today data center consolidation, cloud computing, unified communications,

More information

IBM System i Integrated Collaboration

IBM System i Integrated Collaboration Delivering on the Promise IBM System i Integrated Collaboration Highlights Integrate your voice, collaboration and business applications on a single system Boost customer satisfaction and loyalty by enhancing

More information

MARKET BRIEF Plug and Play: Managed IP Telephony

MARKET BRIEF Plug and Play: Managed IP Telephony MARKET BRIEF Plug and Play: Managed IP Telephony Sponsored by: NEC William Stofega September 2006 IP TELEPHONY: BENEFITS AND CHALLENGES Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200

More information

Unified Communications as a Service (UCaaS)

Unified Communications as a Service (UCaaS) Unified Communications as a Service (UCaaS) RE-THINK: what s possible A FlexTEL White Paper April 2012 Table of Contents Introduction... Unified Communication Trends... The Challenges of Building a VoIP

More information

SIP Trunking and SMEs

SIP Trunking and SMEs WHITEPAPER One Connect, Inc. SIP Trunking and SMEs 1471 Route 9, Suite 202 Clifton Park, NY 12065 Phone: 518-371-2295 Fax: 518-348-0206 http://oneconnectinc.com Executive Summary As businesses modernize

More information

20-20 Voice and Data Switching System. Building a Better Communications Network

20-20 Voice and Data Switching System. Building a Better Communications Network 20-20 Voice and Data Switching System Building a Better Communications Network Teltronics. Understanding VoIP In today s competitive business environment, we all face challenges but the decision of integrating

More information

UNIVERGE SV8000 Series. Fulfilling the promise of UNIVERGE 360

UNIVERGE SV8000 Series. Fulfilling the promise of UNIVERGE 360 UNIVERGE SV8000 Series Fulfilling the promise of UNIVERGE 360 It s all about change And preparing for it Our working environment is rapidly changing, with organizations At NEC, we understand these challenges

More information

UNIVERGE SV8000 Series. Fulfilling the promise of UNIVERGE 360

UNIVERGE SV8000 Series. Fulfilling the promise of UNIVERGE 360 UNIVERGE SV8000 Series Fulfilling the promise of UNIVERGE 360 It s all about change And preparing for it Our working environment is rapidly changing, with organizations of all types continually looking

More information

Any to Any Connectivity Transparent Deployment Site Survivability

Any to Any Connectivity Transparent Deployment Site Survivability Any to Any Connectivity Transparent Deployment Site Survivability The Performance You Want. The Installation Simplicity You Expect. Quintumʼs innovative solutions are The Perfect Fit for Enterprise& Service

More information

Frustrated with your current NON-unified communications

Frustrated with your current NON-unified communications Frustrated with your current NON-unified communications solution want to know how to transform and innovate your existing investment? Troy Roberts General Manager AUS/NZ CallTime Solutions Opening Question

More information

Genesys SIP Transforming Customer Service. Richard Barton Bill Mitchell Jim Kraeutler

Genesys SIP Transforming Customer Service. Richard Barton Bill Mitchell Jim Kraeutler Genesys SIP Transforming Customer Service Richard Barton Bill Mitchell Jim Kraeutler Genesys SIP as Single Platform Virtualize Operation Multi-site, Remote/Home Agent, Cloud Operation Flexibility Simplify

More information

Contact Center Applications Market in India CY 2014

Contact Center Applications Market in India CY 2014 Contact Center Applications Market in India CY 2014 Customer Experience and Omnichannel Interaction Leading to High Adoption 9AC4-70 June 2015 Contents Section Slide Number Executive Summary 3 Market Definitions

More information

Why Should Unified Communications Be Part Of Your Strategy?

Why Should Unified Communications Be Part Of Your Strategy? oip Why Should Unified Communications Be Part Of Your Strategy? It s not just the large firms implementing Unified Communications (UC), small organisations are also starting to reap the benefits. Who Should

More information

Is SIP Trunking on Your Horizon? Sue Bradshaw, Technology Writer

Is SIP Trunking on Your Horizon? Sue Bradshaw, Technology Writer White Paper Is SIP Trunking on Your Horizon? Sue Bradshaw, Technology Writer This white paper from Integrated Research discusses how understanding your call flows, PSTN trunk capacity and usage today will

More information

Understanding the Benefits of Unified Communications

Understanding the Benefits of Unified Communications Understanding the Benefits of Unified Communications Overview Increasing operating efficiencies is more important than ever in today s business. Competitive pressures force organizations to improve processes

More information

Multimedia Conferencing Solutions

Multimedia Conferencing Solutions Multimedia Solutions Fixed users are migrating to... Mobile Audio users are migrating to... Video CSPs are migrating to... Radisys ECONOMICAL FLEXIBLE RELIABLE DIFFERENTIATED INTEGRATED SCALABLE The conferencing

More information

Small Business Phone System Solutions HOSTED PBX OVERVIEW

Small Business Phone System Solutions HOSTED PBX OVERVIEW Small Business Phone System Solutions HOSTED PBX OVERVIEW ABOUT VOXOX Voxox is an innovator in cloudbased unified communications a n d V o I P s o l u t i o n s f o r c o n s u m e r, b u s i n e s s a

More information

An Oracle White Paper February 2014. Centralized vs. Distributed SIP Trunking: Making an Informed Decision

An Oracle White Paper February 2014. Centralized vs. Distributed SIP Trunking: Making an Informed Decision An Oracle White Paper February 2014 Centralized vs. Distributed SIP Trunking: Making an Informed Decision Executive Overview Businesses across the globe are migrating from TDM access services to SIP trunks

More information

Cisco Unified Intelligent Contact Management Enterprise 7.5

Cisco Unified Intelligent Contact Management Enterprise 7.5 Cisco Unified Intelligent Contact Management Enterprise 7.5 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration

More information

IBM reaps business benefits and major cost savings from unified communications and collaboration

IBM reaps business benefits and major cost savings from unified communications and collaboration IBM Case Study IBM reaps business benefits and major cost savings from unified communications and collaboration Overview The Challenge Large enterprise with globally distributed, mobile workforce must

More information