Oracle and

Size: px
Start display at page:

Download "Oracle and Telephony@Work"

Transcription

1 Oracle and Acquisition Announcement Customer and Partner Presentation June 13, 2006 Expands Oracle On Demand with Leading IP-based Contact Center Solution

2 THIS DOCUMENT IS FOR INFORMATIONAL PURPOSES ONLY AND MAY NOT BE INCORPORATED INTO A CONTRACT. IT IS NOT A COMMITMENT TO DELIVER ANY MATERIAL, CODE, OR FUNCTIONALITY, AND SHOULD NOT BE RELIED UPON IN MAKING PURCHASING DECISIONS. THE DEVELOPMENT, RELEASE, AND TIMING OF ANY FEATURES OR FUNCTIONALITY DESCRIBED FOR ORACLE'S PRODUCTS REMAINS AT THE SOLE DISCRETION OF ORACLE.

3 Agenda What We are Announcing Strategic Rationale Customer and Partner Benefits Overview Unifying Contact Center & CRM

4 What We are Announcing Oracle has acquired a leading provider of IP-based software infrastructure for hosted contact center services Financial terms not disclosed Expands Oracle On Demand and CRM applications offerings Unification of contact center infrastructure and CRM software for the first time as the leading carrier-grade, multi-channel contact center solution Oracle s Siebel Contact On Demand as the only software as a service solution that offers comprehensive contact center service functionality Oracle s Siebel CRM as the standard for CRM applications to combine with the Oracle contact center team Retain domain expertise and customer relationships Provide smooth transition for customers

5 Overview of Strategic Rationale CRM begins with the first customer interaction, usually through a contact center Telephone remains the preferred customer contact method Agent-assisted channels (phone, , chat) account for more than 90% of customer interactions (Jupiter, 2006) Adoption of Internet Protocol (IP) technology driving demand for next-generation contact center software Out of the box alternative to custom programming and systems integration for on demand and on-premise contact centers Upgrade cycle to move from hardware-based to software-based solutions Strengthens Oracle CRM and On Demand offerings Extends Oracle s CRM solutions by offering customer to agent experience Serves as underlying technology for Siebel Contact On Demand Utilized by Fortune 100 companies and tier-1 carriers Capabilities enable compelling economies of scale for customers

6 Industry Trends Shaping the Contact Center Market Contact centers making shift from hardware to software Customer want options between hardware and software Increased flexibility with on-premise solutions and on demand Service providers looking for additional revenue growth Reselling contact center services Carriers looking for points of differentiation Shift from Cap-ex to Op-ex Avoids large up-front capital expenses by utilizing a hosted solution Pay-as-you-go models provides increased flexibility to manage seasonal call volume Provides disaster recovery/business continuity solution Increased mobile workforce Work at home agents Flexible telecommuting schedules

7 Oracle and Customer Benefits Unifying contact center technology and CRM software Unification of multi-channel routing integrated with CRM Voice, voic , IVR, , chat, CTI and Web integrated with Oracle CRM applications Increased customer insight across CRM and the call center Faster speed to deployment Fewer integration points Built-in integration with CRM applications Lower cost of ownership Supports VoIP (SIP and H.323) and PSTN (public switched telephone network) Browser-based administration reduces costly configuration Increased customer satisfaction 360-degree view of customer Flexible deployment options Oracle On Demand Hosted Single Tenant Hosted Multi-Tenant (example: Siebel CRM On Demand) On-premise Service Provider multi-tenant model

8 Additional Benefits to Customers applications supported and protected by Oracle Enhanced support and services through scale Global 24x7 distribution and support network for more streamlined commercial relationships Plan to integrate into Oracle Provide smooth transition for customers without interruption Plan to continue product releases and investment Expanded domain knowledge and expertise Increased customer insight through access to the Oracle Business Intelligence Suite Extended partner ecosystem with increased investment Support and broaden relationship with alliance partners

9 Communications Service Providers Benefits More robust suite of value-added services offering to existing base of customers Carrier-grade capabilities Unlimited, dynamic scalability Enhanced support and services through scale Worldwide partner ecosystem

10 Oracle and Partner Benefits Work with a single vendor to address customer needs Single vendor for contact center technology, CTI, CRM, ERP and Analytics Enhance relationships with contact center partners Untapped market still exists large percentage of CRM applications customers do not have telephony infrastructure integrated with CRM New technologies such as VoIP, SIP and voice applications drive new partner opportunities Commitment to evolve and expand partnerships Develop joint product roadmaps Customer-driven requirements

11 About Headquartered in La Jolla, California Founded in employees Service Providers Customers include: Telus, Verizon Business, and Telstra Enterprise Customers include: ABN-AMRO Mortgage Group, State of Wisconsin, FDA, Raytheon Aerospace, and Willow Industry Recognition Gartner: Positioned in Visionary Quadrant for Contact Center Infrastructure, North America 1 Frost & Sullivan: Technology Leadership Award for Multi-Tenant Hosted Contact Center 2 1 Gartner Research Magic Quadrant for Contact Center Infrastructure, North America, 2006 by Bern Elliot, Drew Kraus. 2 Frost & Sullivan North American Hosted Contact Center Markets, 2005.

12 Combined Solution: Contact Center & CRM Business Requirement Sales Service Marketing Tele- Marketing Tele- Service HelpDesk CRM Application Integrated Telephony Platform Voice Oracle s Call Center Anywhere Platform Voic Chat Fax IVR PBX ACD Computer Telephony Power Dialer Predictive Dialer Recording/ Monitoring Reporting PSTN/ VoIP Deployment Option Oracle On Demand Multi-Tenant Oracle On Demand Single Tenant On-Premise Service Provider Multi-Tenant (Outsourcer)

13 Expected Impact of Acquisition Contact center becomes natural extension of CRM applications Plan to deliver through all Oracle CRM applications: Oracle E-Business Suite PeopleSoft Enterprise Siebel CRM Siebel CRM On Demand Siebel Contact On Demand Oracle Fusion Instant computer telephony integration (CTI) and multi-channel capabilities Single-vendor approach Telcos & BPOs PeopleSoft HelpDesk PeopleSoft Support Contact On Demand CallCenterAnywhere Oracle E-Business Suite CRM On Demand Siebel CRM 7.X

14 A More Flexible & Affordable Contact Center Traditional $$$$$$ months to deploy Hardware IVR, ACD, PBX, workstations Software CRM, , CTI Implementation Integration, workflow, training Maintenance Business changes, upgrades Hosted SFA With Plug-Ins 1 st Generation Hosted Contact Center Integration $$$$$$ 6-12 months to deploy Hosted CRM API Toolkit 3 rd Party Hosted Contact Center Maintenance Custom Training Siebel Contact On Demand Next-Generation, Integrated Contact Center Solution $1,800 $$$$$$ per Agent Weeks/Months 1-30 days to deploy to deploy Single Provider for Contact Center Infrastructure and CRM Seamless Support

15 Key Customer Segments Communications Service Providers Education Financial Services Public Sector State of Wisconsin Outsourcers Manufacturing Insurance Retail/Consumer

16 Next Steps General announcements Tuesday, June 13, 2006 Press release Communicate extensively with all constituents Outreach to customers and partners More information can be found at

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

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

More information

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

<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

Oracle Contact Center Anywhere: The All-in-One Contact Center Platform. Will Bosma VP, Specialty Sales, APAC

Oracle Contact Center Anywhere: The All-in-One Contact Center Platform. Will Bosma VP, Specialty Sales, APAC Oracle Contact Center Anywhere: The All-in-One Contact Center Platform Will Bosma VP, Specialty Sales, APAC SAFE HARBOR STATEMENT The following is intended to outline our general

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

Contact Center Applications Market in India CY 2014

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

More information

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

Have capital expense budget restrictions Want to focus more IT resources on the core business

Have capital expense budget restrictions Want to focus more IT resources on the core business Hosted PBX Hosted PBX What is Hosted PBX? A highly scalable, cloud-based, Communications-as-a-Service (CaaS) offering Allows multi location businesses and organizations to: Dramatically reduce the capital

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

Genesys Alcatel-Lucent Services

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

More information

Cloud Telephony Services in India

Cloud Telephony Services in India Cloud Telephony Services in India Customer Engagement and Experience with Cloud Telephony December 2014 Contents Section Slide Number Executive Summary 4 Market Overview 6 Market Trends 9 Impact of Cloud

More information

Frustrated with your current NON-unified communications

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

More information

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

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

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

To Cloud or Not to Cloud? Which Communications Deployment Option is Best for Your Business?

To Cloud or Not to Cloud? Which Communications Deployment Option is Best for Your Business? To Cloud or Not to Cloud? Which Communications Deployment Option is Best for Your Business? What You Will Learn You have three choices for using Cisco Unified Communications and Collaboration applications:

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

Mitel MiContact Center Enterprise & Business

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

More information

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

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

Oracle PeopleSoft CRM Integration into the Contact Center. Technical Integration Brief

Oracle PeopleSoft CRM Integration into the Contact Center. Technical Integration Brief Oracle PeopleSoft CRM Integration into the Contact Center Technical Integration Brief Table of Contents Table of Contents... 2 Introduction... 3 Integration Overview... 4 Customer Need... 5 Process Scenario...

More information

Overview and Frequently Asked Questions

Overview and Frequently Asked Questions Overview and Frequently Asked Questions OVERVIEW Oracle is pleased to announce that we have completed our acquisition of Siebel Systems and we are now operating as one. As the leader in customer relationship

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

KEY BENEFITS OF CONTACT CENTER AUTOMATION

KEY BENEFITS OF CONTACT CENTER AUTOMATION VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated

More information

Oracle Buys Acme Packet

Oracle Buys Acme Packet Oracle Buys Acme Packet Adds Session Border Control Technology to Oracle s Leading Communications Industry Offering to Speed the Deployment of All-IP Networks March 28, 2013 February xx 2013 1 Copyright

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

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

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

Construindo Soluções de Contact Center Inovadoras para os próximos 20 anos

Construindo Soluções de Contact Center Inovadoras para os próximos 20 anos Construindo Soluções de Contact Center Inovadoras para os próximos 20 anos Cilnet Breakout Rui Corrêa d Oliveira Customer Collaboration South Manager @ruribeir Solid Architecture over a decade Advanced

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

IP Centrex and IP Telephony Offer Different Capabilities

IP Centrex and IP Telephony Offer Different Capabilities Competitive Analysis IP Centrex and IP Telephony Offer Different Capabilities Abstract: As IP Centrex and hosted IP telephony services become more mainstream, organizations must assess which solution is

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

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

A Report into Operational Challenges in Contact Centers in China, India & The Philippines

A Report into Operational Challenges in Contact Centers in China, India & The Philippines A Report into Operational Challenges in Contact Centers in China, India & The Philippines A Research Report Commissioned by Oracle July 2008 Research Overview Despite significant growth in the 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

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

Parallels Automation Cloud Enablement. Oleg Melnikov. Senior VP, Automation. Profit from the Cloud TM

Parallels Automation Cloud Enablement. Oleg Melnikov. Senior VP, Automation. Profit from the Cloud TM Parallels Automation Cloud Enablement Profit from the Cloud TM Oleg Melnikov Senior VP, Automation Singapore 2011 Agenda Enabling Cloud Ecosystem Partnering to deliver Cloud Winning by reselling Parallels

More information

Evènement partenaires CRM Oracle 12 mai 2010

<Insert Picture Here> Evènement partenaires CRM Oracle 12 mai 2010 Evènement partenaires CRM Oracle 12 mai 2010 Virginie Croiset, CRM Sales Consultants manager, Oracle France Safe Harbor Statement The following is intended to outline our general

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

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

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

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

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

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

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

Business Cloud Services Contact Center

Business Cloud Services Contact Center Business Cloud Services Contact Center Contact Center in the Cloud Customer Engagement Starts in the Cloud UNIVERGE BLUE Contact Center enables you to efficiently handle all customer communication channels

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

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

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

Interactive Intelligence. Joe Staples Chief marketing officer Interactive Intelligence

Interactive Intelligence. Joe Staples Chief marketing officer Interactive Intelligence Interactive Intelligence Joe Staples Chief marketing officer Interactive Intelligence As We Get Started 2 www.inin.com As We Get Started 3 www.inin.com As We Get Started 4 www.inin.com What We Do Customer

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

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

Cisco Unified Intelligent Contact Management Enterprise 7.5

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

More information

Service Provider Class 5 VoIP An Integrated Approach

Service Provider Class 5 VoIP An Integrated Approach Service Provider Class 5 VoIP An Integrated Approach PLNOG March 5th 2010, Warsaw Ido Miran Product Click to editmanager Master subtitle style RAD Data Communications ido_m@rad.com www.radvoip.com www.rad.com

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

Portfolio Journey OpenScape 4000

Portfolio Journey OpenScape 4000 Portfolio Journey OpenScape 4000 You ve seen all the changes in communications over the last decade. One solution is there every step of the way, adapting, changing, and evolving. Making sure your business

More information

Communications as a Service

Communications as a Service Communications as a Service Which edition is best for you? Interactive Intelligence Communications as a Service (CaaS) is a set of cloud based contact center, unified communications, and business process

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

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

Small Business Phone System Solutions HOSTED PBX OVERVIEW

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

More information

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

Emerging Trends in Unified Communications Applications and Services Market in India H1 2014

Emerging Trends in Unified Communications Applications and Services Market in India H1 2014 Emerging Trends in Unified Communications Applications and Services Market in India H1 2014 Rising Customer Expectations Lead to Higher Adoption of Unified Communications Solutions 9ABD-64 January 2015

More information

IP Contact Centers Approach Maturity

IP Contact Centers Approach Maturity Decision Framework, S. Blood, T. Wright Research Note 11 December 2002 IP Contact Centers Approach Maturity Enterprises should evaluate IP-based contact-center applications and next-generation architecture

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

SIP as an Enabling Technology

SIP as an Enabling Technology SIP as an Enabling Technology Michael Taylor Chief Technology Officer 973.359.8516 MTaylor@spscom.com Jeffery Bryce Manager Sales Engineering 917.825.9700 Jeffery.Bryce@level3.com Agenda Acceptance of

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

New World of Customer Expectations

New World of Customer Expectations New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered

More information

CHECKLink TM. Datasheet

CHECKLink TM. Datasheet CHECKLink TM Datasheet CHECKLink CHECKLink Datasheet Traditionally, the integration of contact center solutions with the applications that are used at the agent level are among the most complex and time-consuming

More information

LEAVING LEGACY BEHIND: TRANSITIONING TO AN IP VOICE COMMUNICATIONS SOLUTION WHITE PAPER

LEAVING LEGACY BEHIND: TRANSITIONING TO AN IP VOICE COMMUNICATIONS SOLUTION WHITE PAPER LEAVING LEGACY BEHIND: TRANSITIONING TO AN IP VOICE COMMUNICATIONS SOLUTION WHITE PAPER Leaving Legacy Behind: Transitioning to an IP Voice Communications Solution Introduction Seeking to be more efficient

More information

November 2013. Defining the Value of Hosted PBX/UC&C

November 2013. Defining the Value of Hosted PBX/UC&C November 2013 S P E C I A L R E P O R T Defining the Value of Hosted PBX/UC&C Table of Contents Introduction... 3 What Is Hosted PBX/UC&C?... 4 Definitions Integrations Deployment Models What Is the Demand

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

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

For the MiVoice Business Platform

For the MiVoice Business Platform brochure MITEL MiCONTACT Center Enterprise & Business For the MiVoice Business Platform STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface

More information

business phone systems

business phone systems SDN Communications business phone systems Combine and streamline your communication tools www.sdncommunications.com avaya phone systems improve business agility - reduce costs - increase productivity If

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

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

THE VALUE OF THE HOSTED CONTACT CENTER MODEL

THE VALUE OF THE HOSTED CONTACT CENTER MODEL THE VALUE OF THE HOSTED CONTACT CENTER MODEL A White Paper Sponsored by Tata Communications TABLE OF CONTENTS TABLE OF CONTENTS Hosted Contact Centers An Introduction 3 Challenges with Low Value On-demand

More information

The Evolution to Cloud Communications

The Evolution to Cloud Communications The Evolution to Cloud Communications The adoption of Cloud Communications by enterprises: An evolution, not a revolution Table of Contents Introduction... 1 The Emergence of Private, Public and Hybrid

More information

Your business partner for. CRM and Customer Care Solutions.

Your business partner for. CRM and Customer Care Solutions. Your business partner for CRM and Customer Care Solutions. Agenda 1. Company Profile Reitek About us, positioning, Customers. 2. CRM and Customer Care Solutions Multichannel Contact Center Online Engagement

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

Partner Growth Opportunities in the Evolving UC Market

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

More information

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

2012 North American Inbound Contact Routing Systems Market Share Leadership Award

2012 North American Inbound Contact Routing Systems Market Share Leadership Award 2012 2012 North American Inbound Contact Routing Systems Market Share Leadership Award 2012 Frost & Sullivan 1 We Accelerate Growth Market Share Leadership Award Inbound Contact Routing Systems North America,

More information

Contact Center Consolidation and Centralization: Building a Plan to Get There

Contact Center Consolidation and Centralization: Building a Plan to Get There Contact Center Consolidation and Centralization: Building a Plan to Get There November 3 rd 2011 1 www.inin.com Interactive Intelligence, Inc. Founded in 1994 with over 4,000 customers worldwide Single,

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

The future Cloud. Peter H. Moser, Jr. Manager, Portfolio Architects & Account CTOs

The future Cloud. Peter H. Moser, Jr. Manager, Portfolio Architects & Account CTOs The future Cloud Computing? Peter H. Moser, Jr. Manager, Portfolio Architects & Account CTOs 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without

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

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

SITEL Voice Architecture

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

More information

IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY

IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY SESSION 1 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact

More information

Enterprise Solutions with REAL PURPOSE. Working together, we can achieve extraordinary things

Enterprise Solutions with REAL PURPOSE. Working together, we can achieve extraordinary things Enterprise Solutions with REAL PURPOSE Working together, we can achieve extraordinary things Solutel Service company that provides your business technology expertise as solutions. Services Reduce costs!.

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

Calculate Your Savings

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

More information

Oracle and Stellent Acquisition Announcement

<Insert Picture Here> Oracle and Stellent Acquisition Announcement Oracle and Stellent Acquisition Announcement This presentation is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated

More information

Oracle Buys MICROS Systems Adds Innovative Hospitality and Retail Technology Vendor to Expand Oracle into More Industries

Oracle Buys MICROS Systems Adds Innovative Hospitality and Retail Technology Vendor to Expand Oracle into More Industries Oracle Buys MICROS Systems Adds Innovative Hospitality and Retail Technology Vendor to Expand Oracle into More Industries September 8, 2014 Copyright 2014 Oracle and/or its affiliates. All rights reserved.

More information

November 2013. The Business Value of SIP Trunking

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

More information

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

The Benefits of Hosted VoIP Phone Service for a Distributed Workforce

The Benefits of Hosted VoIP Phone Service for a Distributed Workforce The Benefits of Hosted VoIP Phone Service for a Distributed Workforce Addressing the challenges of a decentralized telecommunications network The Benefits of Hosted VoIP Phone Service for a Distributed

More information