Genesys Alcatel-Lucent Services

Size: px
Start display at page:

Download "Genesys Alcatel-Lucent Services"

Transcription

1 Partnership Profile: Genesys Alcatel-Lucent Services Achieving Contact Center Page 1

2 Page 2 of 6 Achieving Contact Center The contact center has emerged as a key enabler in providing superior customer care and revenue, generating value-added services. Service providers, as well as enterprise and government customers, are investing in contact center solutions that will allow them to reduce operational expenses and optimize existing resources, increase the quality and variety of their services to attract and retain new customers, and prepare for a smooth migration to new IP-based applications. Together, Alcatel-Lucent Services and Genesys* offer advanced and innovative contact center solutions. Such services optimize agent productivity through automation, reduce costs through intelligent routing and self-service, and increase revenue through improved customer satisfaction and new value-added offerings. With their combined expertise and experience, Alcatel-Lucent Services and Genesys are the partners of choice for business transformation through premium and cost-effective customer care services. By introducing IP in the contact center, businesses will: - Benefit from automated and streamlined processes, - Provide greater flexibility in agent assignment, location, and management, - Enhance end-customer experience and quality of service, and - Establish the infrastructure for multimedia contact center communications. The transformation needed to achieve such differentiation encompasses services, the network and ongoing operations. Service : Offering Customer Service Differentiation Create new, innovative ways of interacting with end customers, such as access to real-time video and enhanced personalized services. Provide agent-based services such as skills-based support, directory assistance, toll and assisted services to improve customer satisfaction. Offer new managed service revenue models for service providers through a full spectrum of managed and hosted contact center services. Network : Optimized and Simplified Network Architecture Lower network cost of ownership through reduced cost IP-based infrastructure, and centralized management of virtual and distributed service centers. Automate and improve processes through integrated, customized support systems (e.g., for assurance, fulfillment, billing). Leverage partners, including customer relationship management and contact center performance management vendors, into the existing network infrastructure to ensure highly reliable contact center services. Operations : Advanced Contact Center Solutions Facilitate the management of centralized or distributed customer care resources - main contact center, regional centers and remote/home agents. Provide 24x7, follow-the-sun operations for non-stop customer service. Leverage multimedia communications and IVR platforms. Achieve faster deployment and scale for growth. Improve customer satisfaction and issue resolution through intelligent routing. Maximize agent productivity with customer data displayed on advanced agents desktop. Integrate virtually any customer interaction or activity through central management of distributed call centers. Improve disaster recovery and agent mobility. Establish unified reporting and workforce management. * Genesys is a fully owned subsidiary of Alcatel-Lucent.

3 Page 3 of 6 Why Alcatel-Lucent Services and Genesys? Alcatel-Lucent Services is the world leader in delivering integrated network, application and operation support systems through large-scale transformation projects. Proven methodology in driving 2,300+ change-management projects worldwide End-to-end integration for the design, validation, testing and deployment of end-to-end contact center solutions [Network, Customer Premises Equipment (CPE), Operation/Business Support Systems (OSS/BSS)] 300+ certifications in multi-vendor TDM and IP PBX technologies Service centers worldwide in over 130 countries Knowledge of local business practices and regulations Global Network Operations Centers (GNOCs) Genesys is the world s #1 contact center software provider With 3,300 customers in 80 countries, Genesys directs more than 100 million customer interactions every day Awarded Most scalable, distributed Open IP contact center software - Business Communications Review Genesys Voice Platform named in leader quadrant for IVR and Voice Portals - Gartner Achieving Multiple s Service Network Operations Operator-Assisted Services TDM/IP Migration Integrated Contact Center Operation Management Full Spectrum of Managed Contact Center Services IP Technology: Distributed, Software-Based Networks Centralized or Distributed Resources Multimedia (voice, Web, video) IP Contact Center Solutions 24x7 Customer Service

4 Page 4 of 6 Global Expertise, Local Presence With proven expertise and experience in implementing multi-vendor, multi-technology contact center solutions, Alcatel-Lucent Services and Genesys are able to deliver tailor-made solutions adapted to each customer s business practices and needs. Among our many references around the world, numerous customers such as those below testify to our highly innovative solutions. Mobile TeleSystems, Russia Customer service has become a key business driver in the Russian mobile market as the competition for new customers increases. Mobile TeleSystems (MTS), the largest mobile operator in Russia and Eastern Europe serving more than four million subscribers, wanted to transform their call center operations to drive subscriber growth. MTS selected an Alcatel-Lucent turnkey solution based on Genesys contact center technology to consolidate, optimize and unify its call center operations. Centralizing its call center operations will enable MTS to gain competitive advantage by providing superior customer care and service while significantly reducing operating expenses. Customer service is a key focus for mobile operators. With Alcatel-Lucent s virtual contact center solution, we have seen a major improvement in the delivery of enhanced customer care including self-service and assisted agent support to our fast-growing subscriber base. - Vice President, Sales and Customer Service, MTS Montedomini, Italy A public agency based in Florence, Italy, Montedomini s mission is to provide assistance and care for Italy s elderly and disabled. To support the agency s objectives of developing assistance, monitoring and first-aid services, controlling related expenses and minimizing the number of hospitalizations and emergency interventions, Montedomini developed a Home Global Assistance Program for its elderly clients, based on contact center technology from Genesys and the integration services of Alcatel-Lucent. The new video call center will allow Montedomini s agents to view patient records, schedule video call check-ups, monitor patients through a webcam, and interact with families, non-profit organizations and others. Alcatel-Lucent s video-assistance solution provides major benefits for the elderly and disabled, helping their daily life and preventing isolation. - General Manager, Montedomini

5 Page 5 of 6 Total Solution Provider: Turnkey or Managed Contact Centers Our end-to-end solution combines a truly open architecture with leading customer interaction management and voice applications from Genesys. Moreover, Alcatel-Lucent your network integrator of choice can integrate the full solution, including the design, deployment and operation of your contact center. Alcatel-Lucent Services can design new business processes and integrate the new solution with your existing legacy customer service management applications. We can also provide support services to help you migrate to your new IP contact center, or simply operate and host your new solution. Depending on your requirements, Alcatel-Lucent s integrated contact center services can include: Alcatel-Lucent s IP-based telephony solutions (SIP softswitch, IP PBX, etc.) Genesys routing, reporting and configuration environment, all media channels (voice, , Web, video, etc.) and voice self-service platforms Call recording and logging systems CRM applications from strategic partners OSS/BSS integration or customization Managed services supporting premises-based or hosted implementations Alcatel-Lucent Services: End-To-End Integrator of IP Contact Center Solutions System Design & Engineering 3 rd -Party Management Configuration & IP Lab Validation Roll Out & Migration End-to-end Application Enterprise Applications Call Center Softswitch Video Voice XML SIP Process Organization Processes Tools Training/ Coaching Support and Operations

6 Page 6 of 6 Genesys, an Alcatel-Lucent company, is the recognized worldwide leader in enterprise interaction management solutions. The Genesys platform captures, processes, routes and reports on the entire lifecycle of all customer interactions and related activities based on a company s unique business criteria providing a universal view and management of each and every customer interaction. Genesys is the only IP contact center solution that uses a completely open architecture to support virtually any hardware or software platform. This open IP architecture allows businesses to leverage existing investments and migrate to an IP environment over time, selecting the most appropriate infrastructure to meet their business goals. Alcatel-Lucent Services maintains hundreds of software professionals in 20 countries and works with best-in-class strategic partners worldwide to deploy business and operations support systems, including billing, contact centers, service provisioning and assurance, and integrated network management. Specializing in business case-driven solutions in multi-vendor, multi-technology network environments, Alcatel-Lucent Services combines extensive telecom business and operational expertise with experience integrating OSS systems in legacy information systems and networks. With project deployment references worldwide, Alcatel-Lucent Services commitment to quality and market leadership is evidenced by its long-term customer relationships. Contact Information Additional Information Genesys Corporate Headquarters 2001 Junipero Serra Blvd. Daly City, CA United States Genesys ( ) Genesys Alcatel-Lucent Corporate Headquarters 7-9, Avenue Morane Saulnier BP 57, Vélizy France Alcatel-Lucent v.2-05/07-u.s. Page 1

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

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

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

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

Oracle and Telephony@Work

Oracle and Telephony@Work Oracle and Telephony@Work Acquisition Announcement Customer and Partner Presentation June 13, 2006 Expands Oracle On Demand with Leading IP-based Contact Center Solution THIS DOCUMENT IS FOR INFORMATIONAL

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

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

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

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

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

IBM and Comverse BSS/OSS Solution

IBM and Comverse BSS/OSS Solution IBM Telecommunications IBM and Comverse BSS/OSS Solution Based on Comverse ONE Billing and Active Customer Management Today s consumers live an always on lifestyle, driving the need for operators to reach

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

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

Hosted Collaboration Solution for Contact Center: Elevate Customer Care

Hosted Collaboration Solution for Contact Center: Elevate Customer Care Brochure Hosted Collaboration Solution for Contact Center: Elevate Customer Care In the face of fierce competition, delivering superior customer service has never been more important. Cisco Customer Collaboration

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

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

VoIP for Enterprise Solution

VoIP for Enterprise Solution VoIP for Enterprise Solution VoIP for Enterprise Solution Introduction Service providers are striving to create offerings that deliver business value to their clients as a means to grow revenue and improve

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

Partnering with. all about Growth

Partnering with. all about Growth Partnering with Alcatel-Lucent Enterprise all about Growth Alcatel-Lucent, a powerful brand your Enterprise customers trust Alcatel-Lucent is a world leader in communications and networking solutions for

More information

Alcatel-Lucent and IBM. For Unified Communications and Collaboration Solutions

Alcatel-Lucent and IBM. For Unified Communications and Collaboration Solutions Alcatel-Lucent and IBM For Unified Communications and Collaboration Solutions Constant innovation has become a prerequisite for success in today s competitive business environment. A key enabler of that

More information

Alcatel-Lucent OmniTouch 8600 My Instant Communicator. Simplifying Enterprise Communications

Alcatel-Lucent OmniTouch 8600 My Instant Communicator. Simplifying Enterprise Communications Alcatel-Lucent OmniTouch 8600 My Instant Communicator Simplifying Enterprise Communications Simplify enterprise communications With the increasing number and variety of communications options available

More information

Company Profile. Interactive Intelligence Inc.

Company Profile. Interactive Intelligence Inc. Company Profile Interactive Intelligence Inc. Innovation A Solid Foundation Founded 1994 Publicly Traded: Nasdaq ININ Innovative, first-to-market approach 1st all-in-one platform for enterprise & contact

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

OSS/BSS. Introduction

OSS/BSS. Introduction OSS/BSS OSS/BSS Introduction In order to support the demand for new multimedia applications, service providers must be prepared to provision and activate features on the fly, add bandwidth, bill for content,

More information

Empowering Enterprise-Wide Customer Service with SIP

Empowering Enterprise-Wide Customer Service with SIP 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

More information

Deploy New Technologies Quickly with Cisco Managed Services for Service Providers

Deploy New Technologies Quickly with Cisco Managed Services for Service Providers Solution Overview Deploy New Technologies Quickly with Cisco Managed Services for Service Providers CUSTOMER BENEFITS Cisco Managed Services Deliver a Wide Range of Customer Benefits Up to 50% ROI within

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

Managed Service for IP Telephony. Enabling organisations to focus on core revenue generating activities

Managed Service for IP Telephony. Enabling organisations to focus on core revenue generating activities Enabling organisations to focus on core revenue generating activities Your business needs reliable, flexible and secure communication tools to enable better connectivity and collaboration with your employees,

More information

<Insert Picture Here> Oracle and MetaSolv Acquisition Announcement Delivering a leading end-to-end packaged software solution addressing the key business processes of the Communications Industry General

More information

Efficient evolution to all-ip

Efficient evolution to all-ip Press information June 2006 Efficient evolution to all-ip The competitive landscape for operators and service providers is constantly changing. New technologies and network capabilities enable new players

More information

Interactive Intelligence Customer Interaction Center with Polycom

Interactive Intelligence Customer Interaction Center with Polycom INTERACTIVE INTELLIGENCE Interactive Intelligence Customer Interaction Center with Polycom PARTNER SOLUTION GUIDE Version 1.0 Created by Interactive Intelligence 12/21/2012 Trademark information Polycom,

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

Service assurance for communications service providers White paper. Improve service quality and enhance the customer experience.

Service assurance for communications service providers White paper. Improve service quality and enhance the customer experience. Service assurance for communications service providers White paper Improve service quality and enhance the customer experience. December 2007 2 Contents 2 Overview 2 Move to a competitive business model

More information

2013 European Conferencing Services Customer Value Leadership Award

2013 European Conferencing Services Customer Value Leadership Award 2013 2013 European Conferencing Services Customer Value Leadership Award 2013 Frost & Sullivan 1 We Accelerate Growth Customer Value Leadership Award Conferencing Services Europe, 2013 Frost & Sullivan

More information

New Business Models for Converging Communications Transforming the Enterprise

New Business Models for Converging Communications Transforming the Enterprise S T R A T E G I C W H I T E P A P E R New Business Models for Converging Communications Transforming the Enterprise Enterprises need to transform their networks to increase productivity, lower costs, build

More information

Introducing Personeta

Introducing Personeta Introducing Personeta Solution for Next Generation Converged Services Agenda Business trends The Solution Introducing Personeta Value Proposition Architecture TappS Services Key selling points 2 Communication

More information

FAnswering the challenge

FAnswering the challenge Avaya Call Center Maximize the effectiveness of your call center operations. FAnswering the challenge For your call center, the pressure to deliver positive results that provide a competitive advantage

More information

Hammer Performance Assurance for Cisco Unified Contact Center is jointly delivered by Cisco and Empirix.

Hammer Performance Assurance for Cisco Unified Contact Center is jointly delivered by Cisco and Empirix. Service Data Sheet Cisco Unified Contact Center Performance Assurance Testing Service OVERVIEW The Cisco Unified Contact Center solution provides an open, strategic platform that allows you to move your

More information

Locus Telecommunication Inc., Ltd.

Locus Telecommunication Inc., Ltd. Company Profile Locus Telecommunication Inc., Ltd. 1 Company s Background Locus Telecommunication Inc., Ltd. (LTI), founded in 1999 and situated in Thailand, is Locus hub for the South East Asia region.

More information

Unified Communications as a service : Tata Communications with Skype for Business

Unified Communications as a service : Tata Communications with Skype for Business Unified Communications as a service : END-TO-END SKYPE FOR BUSINESS UNIFIED COMMUNICATIONS SOLUTION FOR GLOBAL ENTERPRISES SEAMLESS, CONSISTENT QoS GLOBALLY TABLE OF CONTENTS Executive summary 3 Getting

More information

Change is Good. By K. Yates. Figure 1: Why converged communications matters. IT/Telecom used to generate Enterprise top line growth

Change is Good. By K. Yates. Figure 1: Why converged communications matters. IT/Telecom used to generate Enterprise top line growth Change is Good By K. Yates The past 10 to 15 years have seen a shift in how executives view IT/telecom infrastructure. In the 1990s, executives managed IT/telecom to reduce its cost; in the early to mid-2000s,

More information

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING

More information

BEST PRACTICES RESEARCH

BEST PRACTICES RESEARCH 2013 Frost & Sullivan 1 We Accelerate Growth Growth Leadership Award Conferencing Services Europe, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50th year in business with

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

Telephony & Connectivity to the Cloud

Telephony & Connectivity to the Cloud Telephony & Connectivity to the Cloud Why Choosing a True All-In-One Solution Matters Creating Tomorrow s Contact Center. Today. 02 Introduction If you are a contact center executive, telephony is critical

More information

ServAssure Edge Visibility

ServAssure Edge Visibility ServAssure Edge Visibility PRODUCT OVERVIEW: ARRIS ServAssure Edge Visibility allows service providers to expand broadband service revenues while reducing operational and support costs through automated

More information

Cisco Healthcare Intelligent Contact Center

Cisco Healthcare Intelligent Contact Center Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication

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

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

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

Alcatel-Lucent OmniTouch 8600. My Instant Communicator Simplifying enterprise communications

Alcatel-Lucent OmniTouch 8600. My Instant Communicator Simplifying enterprise communications Alcatel-Lucent OmniTouch 8600 My Instant Communicator Simplifying enterprise communications Enterprise communications made easy Enterprise users have more options than ever before in how they communicate

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

BT One. Analyst and consultant update, September 2012. BT One. Communications that unify 1

BT One. Analyst and consultant update, September 2012. BT One. Communications that unify 1 BT One Analyst and consultant update, September 2012 BT One. Communications that unify 1 BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT One Overview Andrew Small Vice President

More information

Cisco Satellite Services Platform Delivering Managed Services over Satellite

Cisco Satellite Services Platform Delivering Managed Services over Satellite Solution Overview Cisco Satellite Services Platform Delivering Managed Services over Satellite With the increase in available bandwidth from the launch of high-throughput satellites, satellite service

More information

Network Outsourcing - Choice or Destiny? Andreas Herzog April 2008

Network Outsourcing - Choice or Destiny? Andreas Herzog April 2008 - Choice or Destiny? Andreas Herzog April 2008 All Rights Reserved Alcatel-Lucent 2007 Sure it is your choice, but there are real good reasons to go for it 2 Poland April 2008 Development of Managed Services

More information

Remote Management Services Portfolio Overview

Remote Management Services Portfolio Overview Enterprise environments today have various technologies and concerns in their network environment; from telephony, Internet, video, compute, and infrastructure, to regulatory and security management. On

More information

SKYPE FOR BUSINESS, MANAGED BY LEVEL 3

SKYPE FOR BUSINESS, MANAGED BY LEVEL 3 SKYPE FOR BUSINESS, MANAGED BY LEVEL 3 YOUR SINGLE SOURCE FOR CONVERGED UNIFIED COMMUNICATIONS AND COLLABORATION In today s fast-paced global, virtual and mobile business world, face-to-face meetings in

More information

North American VoIP Access and SIP Trunking Services Markets

North American VoIP Access and SIP Trunking Services Markets North American VoIP Access and SIP Trunking Services Markets UC Adoption and Increasing Customer Awareness Drive Demand for SIP Trunking Services September 2011 Table of Contents Executive Summary - Executive

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

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

Customer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper

Customer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper Customer Service Analytics: A New Strategy for Customer-centric Enterprises A Verint Systems White Paper Table of Contents The Quest for Affordable, Superior Customer Service.....................................

More information

Enterprise Network Outsourcing

Enterprise Network Outsourcing Enterprise Network Outsourcing Transformation of the enterprise environment into a converged voice, video and data network platform requires a strategic outsourcing partner qualified to minimize risk,

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

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

Ensim VoIP White Paper

Ensim VoIP White Paper Ensim White Paper Key Drivers for Ensim Ensim solves the critical customer pains and barriers to rapid, scalable and ultimately successful hosted deployments. Leveraging Ensim, the Carrier is empowered

More information

B. Executive Summary

B. Executive Summary B. Executive Summary Across the country, state governments face tough economic challenges. High unemployment is causing record numbers of citizens to seek public assistance, straining government s aging

More information

Avaya Contact Center Control Manager (ACCCM)

Avaya Contact Center Control Manager (ACCCM) Avaya Contact Center Control Manager (ACCCM) In today s dynamic marketplace customers expect rapid, efficient, and highly effective interactions when communicating with vendors. Any vendor who fails to

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

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

Public Cloud and Managed Communications Services: Right Time, Right Place?

Public Cloud and Managed Communications Services: Right Time, Right Place? : Right Time, Right Place? Market Advisory Report Ashok Kumar Director, Custom Research December, 2013 Current Analysis (www.currentanalysis.com) Washington, D.C. Paris, France Phone: +1 703 404 9200;

More information

Building the Next-generation Network to Improve Patient Care

Building the Next-generation Network to Improve Patient Care Building the Next-generation Network to Improve Patient Care By V. Gardner, L. Julliard Alcatel-Lucent and UPMC embark on a communications transformation initiative. The opportunity When seconds can literally

More information

WHITEPAPER. Outsourced Service Providers. 5 Ways to Differentiate Your Service Offering8

WHITEPAPER. Outsourced Service Providers. 5 Ways to Differentiate Your Service Offering8 WHITEPAPER Outsourced Service Providers 5 Ways to Differentiate Your Service Offering8 2013 egain Corporation. All rights reserved. Visit egain on the web at www.egain.com Outsourced Service Providers

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

THE SHORTEST PATH TO CUSTOMER VALUE. Microsoft Dynamics TM CRM + Alcatel OmniTouch Contact Center P REMIUM E DITION

THE SHORTEST PATH TO CUSTOMER VALUE. Microsoft Dynamics TM CRM + Alcatel OmniTouch Contact Center P REMIUM E DITION ( THE SHORTEST PATH TO CUSTOMER VALUE Microsoft Dynamics TM CRM + P REMIUM E DITION A HIGH PERFORMANCE CONTACT CENTER SOLUTION IS A CLEAR ENABLER OF NEW REVENUES AND REDUCES CALL RESOLUTION COSTS. ( Microsoft

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

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

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

What SMBs Should Know About Deploying a Hosted PBX Phone Solution

What SMBs Should Know About Deploying a Hosted PBX Phone Solution What SMBs Should Know About Deploying a Hosted PBX Phone Solution 2 Executive Summary 3 Professional Phone Systems Are a Competitive Advantage 4 Bringing the Benefits of IP Telephony to SMBs 6 Is a Hosted

More information

Founded in 2003, Worldwebnet Telecom is a fast growing Canadian owned and operated carrier that specializes in providing voice services to the

Founded in 2003, Worldwebnet Telecom is a fast growing Canadian owned and operated carrier that specializes in providing voice services to the Founded in 2003, Worldwebnet Telecom is a fast growing Canadian owned and operated carrier that specializes in providing voice services to the wholesale, retail and business markets. Carrier Services Access

More information

Business Communications Solutions

Business Communications Solutions Business Communications Solutions Business Communications Goals: Productivity and Efficiency Organizations generally have two goals in pursuing new business communications solutions and services: Increase

More information

Empowering the Enterprise Through Unified Communications & Managed Services Solutions

Empowering the Enterprise Through Unified Communications & Managed Services Solutions Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can

More information

HP Agile and Innovative Solutions for Service Providers. Teaming with Microsoft for next-generation solutions. HP Services

HP Agile and Innovative Solutions for Service Providers. Teaming with Microsoft for next-generation solutions. HP Services HP Agile and Innovative Solutions for Service Providers Teaming with Microsoft for next-generation solutions HP Services Meeting the demands of a challenging market In competitive business environments,

More information

The Journey to High Performance. Transforming Accenture s IT Services

The Journey to High Performance. Transforming Accenture s IT Services The Journey to High Performance Transforming Accenture s IT Services Like many of the clients it serves, Accenture's internal information technology (IT) function supports a large, global workforce, with

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

Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express

Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

BTSphone IP-PBX. What SME Should Know About Deploying a Hosted IP-PBX Phone Solution

BTSphone IP-PBX. What SME Should Know About Deploying a Hosted IP-PBX Phone Solution BTSphone IP-PBX What SME Should Know About Deploying a Hosted IP-PBX Phone Solution 1 Introduction 2 Professional Phone Systems Are a Competitive Advantage Bringing the Benefits of IP Telephony to SME

More information

New Horizon Business VoIP Services

New Horizon Business VoIP Services New Horizon Business VoIP Services IP-based services are more than a view into the future. The power of VoIP is a bright reality of modern business. Let New Horizon chart your course. Voice over IP is

More information

An Introduction to SIP

An Introduction to SIP SIP trunking, simply put, is a way for you to accomplish something that you already do, for less money, with equal or better quality, and with greater functionality. A Guide to SIP V4 An Introduction to

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

Cisco Unified Communications: New Deployment Models for Communications and Collaboration

Cisco Unified Communications: New Deployment Models for Communications and Collaboration Cisco Unified Communications: New Deployment Models for Communications and Collaboration What You Will Learn According to a new survey by Forrester Research, 7 out of 10 enterprises are investing in collaboration

More information

SkySight: New Capabilities to Accelerate Your Journey to the Cloud

SkySight: New Capabilities to Accelerate Your Journey to the Cloud SkySight: New Capabilities to Accelerate Your Journey to the Cloud There is no longer any question about the business value of the cloud model. The new question is how to expedite the transition from strategy

More information

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities

More information

Unified Communications Solution for Retail Industry

Unified Communications Solution for Retail Industry March 2014, HAPPIEST MINDS TECHNOLOGIES Unified Communications Solution for Retail Industry Author Sindhu Selvaraj SHARING. MINDFUL. INTEGRITY. LEARNING. EXCELLENCE. SOCIAL RESPONSIBILITY. Copyright Information

More information

Data Center Solutions

Data Center Solutions Data Center Solutions New Data Center Challenges Require New Solutions Data Center Architecture. Inside and Out. Data centers are mission-critical facilities. A silo-based approach to designing, deploying

More information

Award-winning VoIP business solutions VOIP SOLUTIONS DIALEXIA.COM / INFO@DIALEXIA.COM

Award-winning VoIP business solutions VOIP SOLUTIONS DIALEXIA.COM / INFO@DIALEXIA.COM Award-winning VoIP business solutions Breaking Communications Barriers 13 years of innovations in VoIP Dialexia Communications is an award-winning telecom software & services company established in 2001

More information

WHITE PAPER. www.fusionstorm.com. Building Blocks of the Modern Data Center

WHITE PAPER. www.fusionstorm.com. Building Blocks of the Modern Data Center WHITE PAPER: Easing the Way to the Cloud: 1 WHITE PAPER Building Blocks of the Modern Data Center How Integrated Infrastructure Solutions Help to Accelerate Application Deployments and Simplify Management

More information

Alcatel-Lucent OmniGenesys Contact Center Solution. Enable dynamic customer engagements to create superior experiences

Alcatel-Lucent OmniGenesys Contact Center Solution. Enable dynamic customer engagements to create superior experiences Alcatel-Lucent OmniGenesys Contact Center Solution Enable dynamic customer engagements to create superior experiences Transform customer service to win against the competition To be successful in your

More information

Hosted Contact Center Solutions

Hosted Contact Center Solutions Hosted Contact Center Solutions Setting the Record Straight Donna Fluss President & Founder DMG Consulting, LLC Table of Contents Summary... 3 Introduction... 4 Concern #1: Hosting is only for small contact

More information

Phone2talk IP-PBX. What SME Should Know About Deploying a Hosted IP-PBX Phone Solution

Phone2talk IP-PBX. What SME Should Know About Deploying a Hosted IP-PBX Phone Solution Phone2talk IP-PBX What SME Should Know About Deploying a Hosted IP-PBX Phone Solution 1 Introduction 2 Professional Phone Systems Are a Competitive Advantage Bringing the Benefits of IP Telephony to SME

More information