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The Next Generation Contact Center: Compelling Reasons for VoIP in the Contact Center
White Papers By delivering the Voice traffic over the IP network (VoIP), the latest systems: Simplify networking of multiple, geographically dispersed centers; Handle phone calls, e-mails, and web contacts on a single platform; Reduce telephony network costs.
[July 25, 2006, 3:16]
Alaska Native Corporation Saves Nearly $1 Million With Unified Communications
White Papers For interoffice and remote communications, Alutiiq relied heavily on separate office-based telephony systems. The company engaged Gold Systems, a Microsoft Gold Certified Partner, to implement a Microsoft unified communications solution.
[May 30, 2009, 1:19]
Telephony Fundamentals: An Introduction to Basic Telephony Concepts
White Papers Several basic telephony concepts are critical to working with these solutions: call control, media processing, in-band and out-of-band signaling, and local, dedicated first-party control versus shared, network-based third-party control.
[July 1, 2004, 3:00]
A guide to VoIP telephony review
Reviews Most companies with more than two or three employees use a PBX or PABX (Private Branch eXchange or Private Automatic Branch eXchange) to handle their internal telephone system. Small PBXs can operate with multiple ordinary phone lines, but once the...
[July 26, 2006, 9:55]
At This University, Unified Messaging Is a "Can't Live Without It" Service
White Papers After weighing several offerings from vendors, Sullivan worked with Berbee Information Networks to deploy Microsoft Exchange Server 2007 with unified messaging on its existing telephony systems, with plans to upgrade to a new phone system in the...
[September 5, 2007, 1:00]
Sutherland Asbill & Brennan Wins With Avaya Mobility Solution
White Papers As a solution the firm moved to replace its disparate telephone systems with a cohesive Avaya telephony, messaging and mobility solution that provides centralized administration and integrated communications to enhance anytime, anywhere connectivity.
[May 8, 2007, 1:00]
Bank Leader Chose to Converge Voice and Data Networks Onto a Single Platform to Greatly Improve Client Care
White Papers Disparate telephony systems needed to be replaced, and essential features such as voice mail, automated attendants, and four-digit dialing needed to be implemented while maintaining branch independence.
[November 29, 2006, 0:00]
SIP: Protocol Overview
White Papers SIP may be extended to accommodate features and services such as call control services, mobility, interoperability with existing telephony systems, and more. The Session Initiation Protocol (SIP) is a signaling protocol for initiating, managing and...
[September 2, 2008, 7:35]
Oracle Case Study: Belgacom
White Papers Belgacom is the leading telecommunications company in Belgium and a market leader in a number of areas, including retail and wholesale fixed-line telephony services, mobile communications services and broadband data, and internet services.
[August 4, 2005, 6:00]
IP Telephony Services: New Paradigm Requirements for Support Services
White Papers In this new model, telephony runs as an application, and must operate on and interoperate with the IP network's data infra-structure and management environment. Success of an enterprise's telephony enabled business applications depends on their...
[August 30, 2006, 1:00]
A Contact Center Solution From Avaya Keeps Power Customers in Touch, in Spite of Hurricane Katrina
White Papers They also wanted to provide more-detailed contact center performance reporting and prepare to supplement voice with e-mail, Web and chat channels for customer contact, while integrating IP telephony with legacy systems.
[April 18, 2007, 1:00]
Avaya Case Study: CDW
White Papers As a solution CDW implemented an Avaya Contact Center Solution based on Avaya IP Telephony to bring disparate contact centers and reporting systems together in one, cohesive operation. Sales groups found reporting complicated, as reports were being...
[April 12, 2007, 1:00]
KT Powertel Strengthens Financial Management, Improves Information Exchange With Oracle
White Papers KT Powertel (KTP), a subsidiary of KT Corporation, provides mobile telephony and wireless data services. The company wanted to replace its ageing legacy systems with a modern enterprise management solution.
[February 28, 2007, 0:00]
Cisco Case Study: Greenville County Schools
White Papers The school installed a converged IP network based on technology from Cisco Systems in 70 new and refurbished schools, to support IP telephony, IP video, IP videoconferencing, and a wireless network. From an IT perspective, the school was...
[March 23, 2006, 23:00]
Endo Pharmaceuticals: Enhancing Customer Interactions With IBM and Avaya
White Papers Based on the results of the assessments, the team suggested that Endo consolidate its e-mail systems and upgrade its messaging software with telephony and modular messaging solutions using Avaya products.
[April 18, 2007, 1:00]
ARRIS: Pushing a Commitment to Quality to Higher Levels
White Papers ARRIS competes with the largest networking companies in the world for mission-critical cable telephony, video, and Internet business. With a focus on designing highly available systems, ARRIS is able to deliver the most robust solution on the...
[December 1, 2008, 23:00]
The Business Implications of Implementing IP Telephony on Enterprise Networks
White Papers Two leading IP Telephony infrastructure vendors - Avaya, Inc.and Extreme Networks, Inc.commissioned The Tolly Group to examine the performance of a combined Avaya/Extreme Networks IP Telephony infrastructure solution versus a comparable switching...
[August 30, 2006, 1:00]
Advanced Avaya Contact Centre Solution Reduces Costs and Delights BPI Customers
White Papers BPI turned to Avaya, "The undisputed contact centre and IP telephony leader in the Philippines," to achieve its vision of creating a fully integrated multi-media contact centre grounded in Customer Relationship Management (CRM).
[September 5, 2006, 0:00]
PeopleSoft Case Study: PepsiAmericas Corporation
White Papers This implementation converted disparate sales systems to a single, integrated Internet application solution, integrated computer telephony for Tel-Sell/Pre-Sell methodology, delivered a 360-degree view of entire customer base, improved customer...
[March 4, 2005, 23:00]
Leading London Estate Agency Chooses Single Communication Solution for 23 Sites
White Papers At the time they started looking for a new telephony solution, they had 14 branches, many of which had come to them via acquisition. This gave them six different manufacturers systems and all of the stress that comes with managing multiple suppliers.
[June 25, 2008, 1:01]
