Everything you need to know about Hosted Contact Centre Solutions

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Everything you need to know about Hosted Contact Centre Solutions"

Transcription

1 Everything you need to know about Hosted Contact Centre Solutions Reference: A Global Speech Networks Whitepaper Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria Global Speech Networks

2 Legal Notice The content of this document is proprietary information, and is the intellectual property of Global Speech Networks Pty Ltd (GSN), and must not be used in any manner without the prior approval of GSN. The GSN name and Trademark logo must not be removed from this document without the prior written permission of GSN. Should permission be granted, then it is mandatory that GSN must still be acknowledged as the author. Global Speech Networks 2012 Global Speech Networks

3 Table of Contents Legal Notice ii Table of Contents iii 1. Executive Summary 4 2. Hosted Solutions the Key Business Drivers 5 3. The Role of the Hosted Services Provider 6 4. Exploring the Benefits of Hosted Solutions 7 5. Global Speech Networks Hosted Solutions 9 6. Conclusion and Next Steps Contact Details 11

4 1. Executive Summary Companies aiming to grow into major players face a classic investment dilemma. It is essential to put in place the resources you need to support the type and size of operation you plan to become. But the cost of doing so can hold you back, impacting growth, and running the risk of landing you with unused resources and undersized profits. Success breeds the need for new capabilities as customer numbers grow, customer expectations diversify and new channels develop. New models for sales, service and customer interaction are becoming increasingly complex, and powerful new customer database and call management systems offer vast new productivity and performance opportunities. In this document we look at how you can always ensure you have the IT and Telecommunications resources you need to drive your contact centre operation in the right direction, without ever needing to slow due to CapEx commitments. We show how a new breed of hosted services providers can reduce the risk of providing contact centre infrastructure, including: latest generation Interactive Voice Response (IVR) computer-telephony integration (CTI) and speech systems pay-for-use ROI certainty lower Total Cost of Ownership (TCO) improved all round customer-facing performance seamless integration with in-house IT systems We look at the benefits of the hosted approach - acknowledging critical points that need to be addressed and jointly agreed between client and partner before agreements are finalised and we review the Global Speech Networks (GSN) approach. We reveal how IVR and speech technologies have been integrated with Genesys leading-edge customer interaction and call centre solutions to provide a total hosted business solution geared to the current and future needs of progressive organisations. 4 Everything you need to know about Hosted Contact Centre Solutions Global Speech Networks Commercial in Confidence

5 2. Hosted Solutions the Key Business Drivers The risks and challenges of technology purchases can be significant. However technology is a necessity and organisations need to deal with the following challenges effectively to be successful in achieving their objectives: Future Proofing technologies from rapid obsolescence, as technology upgrades for both hardware and software are fundamental. Changes to legislation cannot be predicted but when they arise can have significant and costly implications on your business. Skills within companies are difficult to maintain as systems managers are required to support more than one business application. In addition, the departure of a key systems manager can have dire consequences to the business. Deployment of technology - organisations need to be able to move quickly, not just on the initial roll-out but on changes and/or scaling to existing technology. Ensuring suppliers are accountable for business outcomes not technology. When projects fail to deliver the intended business value, who is accountable? Return on capital will your technology investment deliver a return equal or better than if you had invested in your core business. What was the opportunity cost? Technology is the bedrock to enabling a contact centre strategy; therefore a solution that facilitates a rapid return on investment and mitigates the risks inherent to technology CapEx should be fundamental to any company when implementing a contact centre approach. 5 Everything you need to know about Hosted Contact Centre Solutions Global Speech Networks Commercial in Confidence

6 3. The Role of the Hosted Services Provider Hosted services - sometimes called managed services or network managed services - have traditionally been a cost-effective option available to large organisations with complex technology bases. But hosted services are not restricted to large companies alone. Business processes such as CRM have increasingly migrated to the model in recent years, and outsourced web hosting has always been a feature of the corporate internet landscape. Today, the key fact for managers is that hosted services capabilities are now within the reach of medium sized companies as well. So what exactly can the new generation of more flexible and scalable hosted providers do for you? Your provider should do more than simply make capital investment in technology on your behalf. Hosted services today are about delivering a complete business solution. Typically this will include network carriage services, application development, and pre-purchased system usage (similar to ISP or mobile phone usage plans) - wrapped in service level guarantees. All the solutions within a hosted services contract are delivered within a carrier network environment and, if the provider has made the right investments, the right technology decisions, and has a service oriented culture, you will benefit from exceptional scalability and system availability when compared to customer premise equipment (CPE) systems. In fact, any application that can be provided on a CPE basis can be provided as a hosted solution. 6 Everything you need to know about Hosted Contact Centre Solutions Global Speech Networks Commercial in Confidence

7 4. Exploring the Benefits of Hosted Solutions Under a traditional premises-based contact centre model, organizations must purchase technology in order to meet their peak rather than their average usage requirements. Source: Managed Services for the Contact Centre, Datamonitor (Published April 2005). Innovative hosted service providers are now enabling companies to obtain the benefits of technology such as IVR without incurring high capital expenditure and risk and they are doing so in the context of a total managed solution for a company s wider IT requirements. A hosted model enables you to realise the following benefits, which can provide companies with clear advantages over CPE solutions: Freedom from hidden or unexpected expenses - from technical support to consultants, from unplanned downtime to ongoing license costs. Investment return certainty. Future-proofed technology - and the knowledge that you will benefit instantly from the technology to meet the evolving needs of next-generation contact centres. No need to constantly trouble-shoot IT issues - instead you can focus on adding value to the customer. Invest capital in core business areas - managers are freed from technology issues and left to focus on core strategic business issues - confident that decisions will be supported by the latest technology. Flexibility to move quickly and meet both scale and functional requirement demands. On the other hand different roles within the company will have various concerns about the commitment to hosted services: 7 Everything you need to know about Hosted Contact Centre Solutions Global Speech Networks Commercial in Confidence

8 CFOs will want to see real financial benefits from the beginning, with a detailed allocation of costs and revenues, together with facts and figures on usage of the hosted infrastructure. Senior executives will need assurance not only that there is a good business case in theory, but also that there is a solid contract underpinned by deliverable Service Level Agreements (SLAs) together ith a fully accountable process to ensure that the partnership works well in practice. The IT team needs to be certain that with the hosted solution they will have sufficient control to address any operational or change requirements. For the contact centre management team itself there are a number of must-haves. A hosted provider will have made the investments and will have the delivery methodology to offer a menu of services which can be diversified and expanded as the partnership grows and new business needs develop. They should be able to demonstrate how they can deliver clear time, cost, and above all performance benefits when compared with CPE equivalent solutions. And they should ensure you keep total control and ownership of important business data and decisions. With the right provider there are clear advantages to be seized: Productivity at the customer interface is increased by state-of-the-art call handling and call routing technologies. With a significant reduction in IT CapEx, and with no unplanned running costs, you can invest more in products, services and customer relationships. Deployment of solutions to meet changing needs is far more rapid - you can buy into the services you need as and when you need them with minimal lead-time. Your information infrastructure is future-proofed - for example as telephony moves into the Internet Protocol (IP) era you can migrate seamlessly without having to throw away investment in earlier technologies. 8 Everything you need to know about Hosted Contact Centre Solutions Global Speech Networks Commercial in Confidence

9 Minimise risk while maximising your flexibility and scope to embrace new opportunities and to expand your contact centre resources as your customer base grows. Leverage existing assets and adopt hosted solutions for discrete business processes as required. Deploy technology incrementally at a rate that meets business demand. Hosted solutions are not an all or nothing proposition. 5. Global Speech Networks Hosted Solutions Global Speech Networks Hosted platform is a highly redundant, scalable, feature-rich solution that enables your company to manage remote agents or multiple call centres more efficiently while providing a unified call delivery platform and enterprise-level reporting. Our hosted contact centre platform is fully integrated with our IVR platform and can easily incorporate advanced features such as call recording, CTI, speech recognition and text-to-speech into every solution. GSN is also an ideal alternative to traditional Business Continuity solutions, allowing critical employees to work from a remote location in the event of a disaster. Leveraging the industry-leading capabilities of software provider Genesys, our hosted services allow you to leverage the entire Genesys suite so you can have an integrated solution providing Call Control, Routing, Outbound, IVR, Speech Recognition, Text to Speech and CTI. The hosted Genesys platform is available on an on-demand basis, scaling instantly to meet your requirements. The Genesys platform is deployed within carrier grade infrastructure providing availability and functionality on demand. We can also maximise the return from your existing Genesys investment by extending premise equipment with network functionality. Hybrid solutions allow both on-site and network functionality with both traditional telephony and Voice over IP. 9 Everything you need to know about Hosted Contact Centre Solutions Global Speech Networks Commercial in Confidence

10 GSN has created an extensive range of pre-packaged applications and solutions that automate labour intensive and repetitive human interactions. GSN specialize in the provision of pre-packaged customer interaction management solutions encompassing Contact Centre and IVR products and services, including Speech Recognition. A host of specially developed applications for business process outsourcing developed for both specific vertical markets and for generic business processes are available to our clients. 6. Conclusion and Next Steps Any company can now gain the same strategic benefits from hosted services formerly reserved for large scale contact centre operations. New models that can scale to the changing needs of mid-sized companies, offering pay for use terms and providing on-demand access to the most powerful call and customer management capabilities mean that organisations can plan for growth with confidence. There is no longer a need to allocate significant capital expenditure to call centre IT - and no need to limit ambition in terms of new channel adoption, geographic location, or 24x7 availability. A hosted service can deliver more effectively at a far lower TCO. GSN hosted solutions featuring Genesys allows you to adopt the most advanced IVR and speech recognition systems without upfront investment and without having to worry about deployment or integration with existing systems. With GSN hosted services you can gain access to the full menu of Genesys services and solutions including on-demand options, ensuring you only pay for what you use. The business case for the hosted model is clear. The next step is to find out more about how it can fit with your plans and goals. 10 Everything you need to know about Hosted Contact Centre Solutions Global Speech Networks Commercial in Confidence

11 7. Contact Details Address: Level 12, 114 Albert Rd South Melbourne 3205 Victoria Australia Telephone: (61 3) Fax: (61 3) Web: 11 Everything you need to know about Hosted Contact Centre Solutions Global Speech Networks Commercial in Confidence

Outsourcing. A Global Speech Networks Whitepaper

Outsourcing. A Global Speech Networks Whitepaper Everything you need to know about Outsourcing A Global Speech Networks Whitepaper Global Speech Networks Pty Ltd 2012 Level 12, 114 Albert Road South Melbourne, Victoria 3205 (+613) 9015 2555 www.globalspeechnetworks.com.au

More information

Buying Guide: On-Demand vs. On-Premise IVR Systems

Buying Guide: On-Demand vs. On-Premise IVR Systems White Paper Buying Guide: On-Demand vs. On-Premise IVR Systems Selecting a Deployment Platform for Voice-Based Services NOVEMBER 2008 1310 Villa Street Mountain View, CA 94041 T: 650.930.9000 clients@tellme.com

More information

white paper Why Moving Your Contact Center to the Cloud is the Way to Go

white paper Why Moving Your Contact Center to the Cloud is the Way to Go white paper Why Moving Your Contact Center to the Cloud is the Way to Go WHITE PAPER table of contents 3 abstract 3 the changing contact center industry 4 cost benefits of hosted solutions 4 Scalability

More information

ADVANTAGES OF CLOUD ULTRA AN ULTRA COMMUNICATIONS WHITEPAPER CLOUD CONTACT CENTRE SOLUTIONS COMMUNICATIONS. www.ultraasp.net +44 (0) 207 965 0207

ADVANTAGES OF CLOUD ULTRA AN ULTRA COMMUNICATIONS WHITEPAPER CLOUD CONTACT CENTRE SOLUTIONS COMMUNICATIONS. www.ultraasp.net +44 (0) 207 965 0207 ADVANTAGES OF CLOUD AN ULTRA COMMUNICATIONS WHITEPAPER ULTRA COMMUNICATIONS CLOUD CONTACT CENTRE SOLUTIONS www.ultraasp.net +44 (0) 207 965 0207 WHAT IS A CLOUD CONTACT CENTRE? Ever since the world s first

More information

The Communications Partner That Can Transform Your Business

The Communications Partner That Can Transform Your Business The Communications Partner That Can Transform Your Business Broadcore s comprehensive service offering is very valuable to our organization. We no longer manage several different providers to get reliable

More information

USING THE CLOUD FOR BUSINESS TRANSFORMATION AVAYA CLOUD SOLUTIONS DELIVERED BY BT WHOLESALE

USING THE CLOUD FOR BUSINESS TRANSFORMATION AVAYA CLOUD SOLUTIONS DELIVERED BY BT WHOLESALE 1 USING THE CLOUD FOR BUSINESS TRANSFORMATION 2 Using the cloud for business transformation Life is tough out there. As one of our valued Avaya channel partners, we want to make it easier for you. We realise

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

IT Services. We re the IT in OrganIsaTion. Large Organisations

IT Services. We re the IT in OrganIsaTion. Large Organisations IT Services. We re the IT in OrganIsaTion Large Organisations IT for Large Organisations. As the world of business technology has changed, so have we. From designing, building and optimising tailored

More information

Choosing between Premises-Based and Hosted Communications Solutions. a look at the pros and cons

Choosing between Premises-Based and Hosted Communications Solutions. a look at the pros and cons Choosing between Premises-Based and Hosted Communications Solutions a look at the pros and cons Contents Introduction...3 Mobility...4 Virtualisation... 4 Reducing complexity...... 4...yet increasing choice...4

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

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

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

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

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS) OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS

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

GSN Cloud Contact Centre Availability & DR Datasheet

GSN Cloud Contact Centre Availability & DR Datasheet GSN Cloud Contact Centre Availability & DR Datasheet Commercial in Confidence Reference: GSN CCC - Availability Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria

More information

Vodafone Private Cloud

Vodafone Private Cloud Vodafone Co-location Secure, resilient, energy efficient space for your IT equipment in our data centres Vodafone Private Cloud Reduce your infrastructure costs and be more flexible, secure and in control,

More information

Simplify your business telephony with a hosted voice solution.

Simplify your business telephony with a hosted voice solution. IT Services. Simplify your business telephony with a hosted voice solution. Deliver HD voice, video, and a host of advanced features without the expense of an onsite pbx. itservices.ricoh.com.au We ve

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

Hosted Contact Center Quick Guide

Hosted Contact Center Quick Guide Hosted Contact Center Quick Guide 4/2/15 2014 EarthLink. Trademarks are property of their respective owners. All rights reserved. 2 Hosted Contact Center Customers Business Challenges Need to support multi-channel

More information

4net Technologies. Cloud Services V1.00-1115

4net Technologies. Cloud Services V1.00-1115 4net Technologies Cloud Services V1.00-1115 4net Cloud Services 4net s Cloud Service successfully combines the most advanced technologies with the latest services and applications to create a network,

More information

Cloud Computing. What does it really mean for your business?

Cloud Computing. What does it really mean for your business? Cloud Computing What does it really mean for your business? Technology transforming business The IDC survey, conducted with 696 IT executives and CIOs said that 41 percent are either evaluating cloud solutions

More information

Whitepaper WHY VOICE IN THE CLOUD

Whitepaper WHY VOICE IN THE CLOUD WHY VOICE IN THE CLOUD Why Voice in the Cloud 2 TABLE OF CONTENTS Introduction... 3 Lower Cost... 4 MINIMAL CAPITAL REQUIREMENTS... 4 COMMODITY EQUIPMENT... 4 HIGHER RESOURCE UTILIZATION... 4 PREDICTABLE

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

The forecast looks bright for cloud based telephony

The forecast looks bright for cloud based telephony The forecast looks bright for cloud based telephony +44 (0)1925 530 111 enquiries@square1products.com 1 Do I need to consider the cloud? There is much talk about hosted or cloud-based telephony and the

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

Which. Hosted vs On-Premises UC: is right for your. business?

Which. Hosted vs On-Premises UC: is right for your. business? Which Hosted vs On-Premises UC: is right for your business? Hosted vs On-Premises UC: Which is right for your business? When considering your next phone system, there are lots of choices available today.

More information

GSN Cloud Contact Centre Voice & Telephony Datasheet

GSN Cloud Contact Centre Voice & Telephony Datasheet GSN Cloud Contact Centre Voice & Telephony Datasheet Commercial in Confidence Reference: GSN CCC - Voice & Telephony Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria

More information

Sage ERP I White Paper. ERP and the Cloud: What You Need to Know

Sage ERP I White Paper. ERP and the Cloud: What You Need to Know I White Paper ERP and the Cloud: What You Need to Know Table of Contents Executive Summary... 3 Increased Interest in Cloud-Based ERP and SaaS Implementations... 3 What is Cloud/SaaS ERP?... 3 Why Interest

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

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL CONTENTS FRIENDLY VOICES, FRIENDLY SERVICES 01 NETWORK HOSTED CONTACT CENTRE SOLUTIONS 02 CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS

More information

GSN Cloud Contact Centre Partnership Datasheet

GSN Cloud Contact Centre Partnership Datasheet GSN Cloud Contact Centre Partnership Datasheet Commercial in Reference: GSN Partnership Datasheet Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria 3004 +61 3 9015

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

Choosing the right solution for your Corporate Email

Choosing the right solution for your Corporate Email Choosing the right solution for your Corporate Email Corporate email Private Cloud Public Cloud Traditional Choosing the right solution for your Corporate Email One of the core IT applications for all

More information

Fast IT: Accelerate Your Business

Fast IT: Accelerate Your Business Fast IT: Accelerate Your Business with Cisco Powered Infrastructure as a Service (IaaS) www.cisco.com/go/ciscopowered 1 Fast IT Delivers Value The value of IT is measured by the value it delivers to business.

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

Comparing Fax Servers to Hosted Fax Solutions

Comparing Fax Servers to Hosted Fax Solutions faxing simplified. anytime. anywhere. Comparing Fax Servers to Hosted Fax Solutions www.myfax.com Comparing Fax Servers to Hosted Fax Solutions Abstract Today faxing continues to be a dominant communications

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

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

Contact Center on Demand

Contact Center on Demand Contact Center on Demand Benefits Contact Center on Demand is a comprehensive, next-generation virtual contact center that allows you to: Manage end-to-end customer support and outreach services Interact

More information

Get Significant Application Quality Improvement without Major Investment Performance driven. Quality assured.

Get Significant Application Quality Improvement without Major Investment Performance driven. Quality assured. Testing Platform-as-aService Get Significant Application Quality Improvement without Major Investment Performance driven. Quality assured. TPaaS providing testing on demand, using the Capgemini Cloud Application

More information

The Rise of Cloud Contact Centers

The Rise of Cloud Contact Centers The Rise of Cloud Contact Centers White Paper The Rise of Cloud Contact Centers What does it take to be an Enterprise Cloud Solution? Full-featured Contact Center Platform Scalability & Migration Strategies

More information

MANAGED TELEPHONE AND INTERNET SERVICES

MANAGED TELEPHONE AND INTERNET SERVICES MANAGED TELEPHONE AND INTERNET SERVICES Managed Business Solutions Market Brief Insert service provider logo here 2001 Nortel Networks. All Rights Reserved. CONTENTS Introduction...2 Managed Business Solutions...

More information

The Contact Centre Market s Increasing Demand for Cloud Technologies

The Contact Centre Market s Increasing Demand for Cloud Technologies The Contact Centre Market s Increasing Demand for Cloud Technologies Whilst the traditional premise model still offers the most value for many organisations, the cloud model has evolved to become a viable

More information

Get Significant Application Quality Improvement without Major Investment Performance driven. Quality assured.

Get Significant Application Quality Improvement without Major Investment Performance driven. Quality assured. Testing Platform-as-a-Service Get Significant Application Quality Improvement without Major Investment Performance driven. Quality assured. Testing the way we do it Application testing can get expensive.

More information

Become more agile with Cloud services

Become more agile with Cloud services Become more agile with Cloud services and create cost-saving and security benefits for your busines Choose from a Private, Public, Hybrid or On-Premise Cloud service from NTT Communications ICT Solutions

More information

OPPORTUNITIES HOSTED SOLUTIONS THAT HELP YOU INCREASE MARGINS AND TAKE ADVANTAGE OF NEW SALES IT S THE CLOUD, ONLY CLEARER WE MAKE IT POSSIBLE

OPPORTUNITIES HOSTED SOLUTIONS THAT HELP YOU INCREASE MARGINS AND TAKE ADVANTAGE OF NEW SALES IT S THE CLOUD, ONLY CLEARER WE MAKE IT POSSIBLE SOLUTIONS THAT HELP YOU INCREASE MARGINS AND TAKE ADVANTAGE OF NEW SALES OPPORTUNITIES IT S THE CLOUD, ONLY CLEARER THE CLOUD IS RESHAPING THE FUTURE OF Hosted applications such as IP Centrex, SIP Trunking

More information

GETTING THE MOST FROM THE CLOUD. A White Paper presented by

GETTING THE MOST FROM THE CLOUD. A White Paper presented by GETTING THE MOST FROM THE CLOUD A White Paper presented by Why Move to the Cloud? CLOUD COMPUTING the latest evolution of IT services delivery is a scenario under which common business applications are

More information

Whitepaper WHY MOVE VOICE TO THE CLOUD

Whitepaper WHY MOVE VOICE TO THE CLOUD WHY MOVE VOICE TO THE CLOUD Why Move Voice to the Cloud 2 Table of Contents Introduction... 3 Lower Cost... 4 MINIMAL CAPITAL REQUIREMENTS... 4 COMMODITY EQUIPMENT... 4 HIGHER RESOURCE UTILIZATION... 4

More information

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

White Paper Cisco Unified Communications: New Deployment Models for Communications and Collaboration

White Paper Cisco Unified Communications: New Deployment Models for Communications and Collaboration White Paper 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

More information

An ADTRAN White Paper. Unif ied Communications: Hosted versus Premises-based

An ADTRAN White Paper. Unif ied Communications: Hosted versus Premises-based An ADTRAN White Paper Unif ied Communications: Hosted versus Premises-based Table of Contents 4 What is Unified Communicaions? 4 Implementing UC Solutions Hosted UC Premises-based UC 5 Choosing a Hosted

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

WHOLESALE SIP TRUNKING

WHOLESALE SIP TRUNKING 1 WE MAKE IT POSSIBLE The dawn of a new era of communications BT Wholesale s how new technology can bring new opportunities. 2 The dawn of a new era of communications The world of communications is changing,

More information

Deploying Broadband Phone Solutions Designed for Small and Medium Businesses

Deploying Broadband Phone Solutions Designed for Small and Medium Businesses W H I T E P A P E R Deploying Broadband Phone Solutions Designed for Small and Medium Businesses Deploying Broadband Phone Solutions Designed for Small and Medium Businesses Small and Medium Businesses

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

TELEPHONY BE A PRIORITY FOR YOUR BUSINESS?

TELEPHONY BE A PRIORITY FOR YOUR BUSINESS? WHY SHOULD HOSTED TELEPHONY BE A PRIORITY FOR YOUR BUSINESS? An Insight For Business Leaders 01 INTRODUCTION There is much talk about hosted or cloud-based telephony and the rapid adoption of this new

More information

Hosted vs On-Site IP-PBX A Guide for SMEs

Hosted vs On-Site IP-PBX A Guide for SMEs A Guide for SMEs When switching to Voice over Internet Protocol (VoIP) telephony, the decision of whether to use a hosted or on-site phone system (IP-PBX) must be made. Both have fundamental differences

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

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

COCOS HOSTING (Hosting and outsourcing on the COCOS infrastructure)

COCOS HOSTING (Hosting and outsourcing on the COCOS infrastructure) COCOS HOSTING (Hosting and outsourcing on the COCOS infrastructure) Simplifying Customer Interaction Management with the leading edge technology, best Customer Service and optimum costs. COCOS Hosting

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

Setting the Record Straight About Cloud-Based Contact Centers

Setting the Record Straight About Cloud-Based Contact Centers Setting the Record Straight About Cloud-Based Contact Centers September 2012 Sponsored by: - 1-2012 DMG Consulting LLC Table of Contents Introduction... 1 Cloud-Based Solutions Are Secure... 1 Cloud-Based

More information

Building A Buisiness Case For UCaaS: Moving To Scalable Cloud Communications

Building A Buisiness Case For UCaaS: Moving To Scalable Cloud Communications Building A Buisiness Case For UCaaS: Moving To Scalable Cloud Communications Scalable Cloud Communications: The Right Choice For Your Business? Business communications used to be easy. Companies were able

More information

Finally, a Simple Way to Deploy a Customer Contact Center

Finally, a Simple Way to Deploy a Customer Contact Center Finally, a Simple Way to Deploy a Customer Contact Center 8x8 Virtual Contact Center dramatically simplifies the task of deploying a contact center The Champion For Business Communications Contents Why

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

Big Solutions for Small Business

Big Solutions for Small Business Big Solutions for Small Business Enabling SMB Converged Data and Voice Services By Itzik Feiglevitch, Marketing Director Introduction In the coming years, the demand for business VoIP services is expected

More information

WHITE PAPER. IT in the Cloud: Using VMware vcloud for Reliable, Flexible, Shared IT Resources

WHITE PAPER. IT in the Cloud: Using VMware vcloud for Reliable, Flexible, Shared IT Resources WHITE PAPER IT in the Cloud: Using VMware vcloud for Reliable, Flexible, Shared IT Resources Table of Contents IT in the Cloud: Using VMware vcloud for Reliable, Flexible, Shared IT Resources... 3 Cloud

More information

Why prioritise cloud telephony for your business?

Why prioritise cloud telephony for your business? Why prioritise cloud telephony for your business? Your insight to getting into The Cloud A 360 Solutions White Paper Overview There is much talk about hosted or cloud-based telephony and the rapid adoption

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

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

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

Communications in the Cloud Why It Makes Sense for Today s Business

Communications in the Cloud Why It Makes Sense for Today s Business Communications in the Cloud Why It Makes Sense for Today s Business Unified communications delivered in the cloud can help businesses of all sizes address many collaboration and communications challenges.

More information

THE BROADENING OF CONTACT CENTERS HORIZONS

THE BROADENING OF CONTACT CENTERS HORIZONS BUSINESS WH IT E PA PE R Working together THE BROADENING OF CONTACT CENTERS HORIZONS GENESYS ONE TABLE OF CONTEN TS Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...

More information

Voice XML: Bringing Agility to Customer Self-Service with Speech About Eric Tamblyn Voice XML: Bringing Agility to Customer Self-Service with Speech

Voice XML: Bringing Agility to Customer Self-Service with Speech About Eric Tamblyn Voice XML: Bringing Agility to Customer Self-Service with Speech Voice XML: Bringing Agility to Customer Self-Service with Speech Author: Eric Tamblyn, Director of Voice Platform Solutions Engineering, Genesys Telecommunications Laboratories, Inc. About Eric Tamblyn

More information

Unified Communications. Fulfilling the promise of UNIVERGE 360

Unified Communications. Fulfilling the promise of UNIVERGE 360 Unified Communications Fulfilling the promise of UNIVERGE 360 Unified Communications in Today s World Businesses today are suffering from communication and information overload. Unified Communications

More information

Multi-Tenant Architecture: WHITE PAPER Cincom In-depth Analysis and Review

Multi-Tenant Architecture: WHITE PAPER Cincom In-depth Analysis and Review Multi-Tenant Architecture: Delivering Rapid Deployment, Infrastructure Flexibility, and Cost-Effective Solutions WHITE PAPER Cincom In-depth Analysis and Review SIMPLIFICATION THROUGH INNOVATION Multi-Tenant

More information

Fact Sheet Yellowfin & Cloud Computing

Fact Sheet Yellowfin & Cloud Computing Fact Sheet Yellowfin & Cloud Computing 1 Copyright Yellowfin International 2010 Contents Contents...2 What is Cloud Computing...3 Defining types of Cloud Computing...3 Deployment models: Public, Private,

More information

UC FOR THE CLOUD ERA HOSTED, VIRTUAL & MANAGED

UC FOR THE CLOUD ERA HOSTED, VIRTUAL & MANAGED UC FOR THE CLOUD ERA HOSTED, VIRTUAL & MANAGED WHITE PAPER WHITE PAPER UC FOR THE CLOUD ERA 2 COMMUNICATION: THE FOUNDATION OF BUSINESS In the past, the private branch exchange (PBX) likely saved your

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

The Future of Business Collaboration. Delivered.

The Future of Business Collaboration. Delivered. Singtel Business Product Factsheet Managed Unified Communications-as-a-Service Defense Services The Future of Business Collaboration. Delivered. Looking to meet changing business communications needs but

More information

THREE YEAR TCO COMPARISON HOSTED EXCHANGE

THREE YEAR TCO COMPARISON HOSTED EXCHANGE THREE YEAR TCO COMPARISON HOSTED EXCHANGE 1 MARCH 2012 This whitepaper compares the three year total cost of ownership of a high availability Microsoft Exchange 2010 mailbox between an Australian specialist-provider

More information

HOSTED VS. ON-PREMISE PHONE SYSTEM

HOSTED VS. ON-PREMISE PHONE SYSTEM WHITEPAPER HOSTED VS. ON-PREMISE PHONE SYSTEM A COMPARISON OF DIRECT COSTS & INDIRECT BENEFITS The adoption of Voice over Internet Protocol (VoIP) solutions across the world and within Canada continues

More information

Hosted vs On-Site IP-PBX A Guide for SMEs

Hosted vs On-Site IP-PBX A Guide for SMEs A Guide for SMEs 1 When switching to Voice over Internet Protocol (VoIP) telephony, the decision of whether to use a hosted or on-site phone system (IP-PBX) must be made. Both have fundamental differences

More information

Call Center Solution. From

Call Center Solution. From Call Center Solution From About Manila Voice Manila Voice is a provider of state-of-the art Hosted Business Communications Services, and comprehensive, integrated network solutions. We ensure quality,

More information

5 Essential Benefits of Hybrid Cloud Backup

5 Essential Benefits of Hybrid Cloud Backup 5 Essential Benefits of Hybrid Cloud Backup QBR is a backup, disaster recovery (BDR), and business continuity solution targeted to the small to medium business (SMB) market. QBR solutions are designed

More information

CrystalBlue Voice Service. Quality You Can Hear!

CrystalBlue Voice Service. Quality You Can Hear! CrystalBlue Voice Service Quality You Can Hear! Visit www.whalebacksystems.com and take a minute to fill out the savings calculator so you can find out how much money you will save by selecting CrystalBlue.

More information

A cost effective solution to quickly create, deploy, and bring your voice applications to market

A cost effective solution to quickly create, deploy, and bring your voice applications to market Cloud Communications and IVR: A cost effective solution to quickly create, deploy, and bring your voice applications to market A report from NewNet Communication Technologies, LLC Cloud Communications

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

Prospects for Managed and Hosted Services

Prospects for Managed and Hosted Services Prospects for Managed and Hosted Services Patrick Matthews Senior Manager Lucent Managed Services August 22, 2006 1 Complexity Leading to Decrease in IT/Network Innovation Complexity of evolving converged

More information

Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint

Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint Driving Insurance Profitable Growth Using CRM On Demand Oracle Capital Markets Solutions Footprint Safe Harbor Statement The following is intended to outline our general product direction. It is intended

More information

Considerations in Storage Infrastructure Planning

Considerations in Storage Infrastructure Planning Considerations in Storage Infrastructure Planning At NetDef, we re all about recommending the right solution for you now and for the future. The investment you make in your storage environment must support

More information

Cloud Computing Services

Cloud Computing Services Cloud Computing Services Thinking About Moving to the Cloud? How you get to the cloud is as important as being there, because being in the cloud isn t enough. Your access needs to be synced with your overall

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

CompleteCare+ Enterprise Voice

CompleteCare+ Enterprise Voice There s more to communications than email: Unified communication and collaboration, information sharing and team productivity services Contents 1. Executive Summary 2. Introduction Enterprise-level communications

More information

Inter-Tel Managed Services Your competitive advantage

Inter-Tel Managed Services Your competitive advantage Managed Services Inter-Tel Managed Services Your competitive advantage As executives review their total communications plans, it s important to consider all the costs associated with a communications purchase.

More information

TWD WHITE PAPER. What Unified Communications Delivery Model Is Right For You?

TWD WHITE PAPER. What Unified Communications Delivery Model Is Right For You? TWD WHITE PAPER What Unified Communications Delivery Model Is Right For You? What Unified Communications Delivery Model Is Right For You? This whitepaper explores the various ways in which organizations

More information

Managed IT Services. Eliminating technology pains in small businesses

Managed IT Services. Eliminating technology pains in small businesses Eliminating technology pains in small businesses Having a complete IT department is not a viable solution for most small businesses, and very few small companies can afford to deploy even one permanent

More information

Visit talktalkbusiness.co.uk. Call 0800 954 5707. Email enquiries@talktalkbusiness.co.uk

Visit talktalkbusiness.co.uk. Call 0800 954 5707. Email enquiries@talktalkbusiness.co.uk By choosing Avaya and TalkTalk Business your business will benefit from market leading IP Telephony and the UK s most available Next Generation Network to deliver the ultimate one stop shop. Avaya s unique

More information

Understanding The Benefits Of Unified Communications And Hosted VoIP

Understanding The Benefits Of Unified Communications And Hosted VoIP Understanding The Benefits Of Unified Communications And Hosted VoIP oip Having Unified Communications (UC) in place can benefit not only your organisations but also your employees and customers. The Benefits

More information