Recursos VoIP - Enlaces

Fuente: eLoyalty
Formato: PDF

IP Contact Centers can result in cost savings, easier administration, vendor independence, elimination of redundant networks, and scalability benefits. Further, “Quality of Service” (QoS) works well now for converged voice and data, bandwidth is available, and successful deployment examples exist in many industries. This white paper will discuss the considerations behind implementing an IP Contact Center, and provide examples of how IP Contact Center technology is being applied to deliver real business value.

Fuente: Avaya
Formato: PDF

Avaya offers comprehensive array of 3-1-1 solutions to address communications requirements for all levels of government. Avaya or one of many qualified Avaya BusinessPartners can work with your organization to successfully design, implement, and maintain a solution for your city or county, using our portfolio of contact center solutions, IP telephony solutions, and Avaya Global Services.

Fuente: Cisco Systems
Formato: PDF

The Cisco IP Contact Center Express Edition (formerly Cisco IP ICD) product provides the functionality, ease of implementation, and price/performance that midsized contact centers demand of an advanced contact center solution: automatic call distribution (ACD), interactive voice response (IVR), and computer telephony integration (CTI) on a single platform. Offering a flexible and comprehensive set of queuing and contact routing options, complete CTI functionality, and inherent reporting capabilities, Cisco IPCC Express is an "out of the box" ACD solution that is easy to deploy, configure, manage, and scale. As a result, Cisco IPCC Express enables businesses to significantly improve customer service while controlling costs.

Fuente: LD Technologies
Formato: PDF

aveComm is a Communication and Collaboration tool designed to host an extensive range of computing applications and business solutions, enabling innovative ways for individuals to communicate via the Internet. The Voice Over Internet Protocol (VoIP) software supports open standards for audio conferencing, ensuring compatibility for future telecommunication products. aveComm suite resides on the communication server, requires minimal client configuration with options of Java applet and stand alone configurations. aveComm provides full duplex voice communications and conferencing between users in a secure real-time environment.

Fuente: Nortel Networks
Formato: PDF

This paper discusses how Engaged Business provides exceptional levels of personalized service, and outlines the 4 key technologies that make it possible to build an engaged application: IP, SIP, Web applications middleware and XML.

Fuente: Avaya
Formato: PDF

No organization can hope to remain competitive without paying targeted attention to its primary customer base. Customers are becoming more informed, analytical and demanding. In both senses, customers "mean business." As customers become accustomed to good service, and as rivals continue to court those customers, all competitive organizations must have a clear picture of what customers want, need, and expect in order to serve them better. Thus, it is critical for today's businesses to have ongoing and fruitful relationships with their end consumer. It is becoming a business axiom that any business failing to win at both customer service and productivity will fall behind in the drive to stay one step ahead of the opposition.

Fuente: Avaya
Formato: PDF

Businesses today, and the IT and communications organizations that support them, typically must do more with less. At the same time, these IT and communications organizations must earn their budgets by contributing to revenue or business performance. In this juggling act, the managers of information and communications face a challenge, but now they also enjoy an opportunity to exploit emerging resources for new levels of business process effectiveness and competitiveness. This paper will help the IT manager, system integrator, or CxO plan to take advantage of emerging elements of functionality by which today?s communications infrastructure evolves to more powerful converged communications tomorrow.

Fuente: Avaya
Formato: PDF

Often, the first consideration for implementing a converged voice, data and video network using Internet Protocol (IP) technology is its ability to help contain operational costs and deliver significant savings through toll bypass. However, from a strategic perspective, IP telephony and its underlying converged network can act as an enabling technology, facilitating more responsive customer relations through next-generation contact centers and making employees more productive with applications like collaborative computing. The advantages of convergence are truly open-ended and the boundaries continue to be pushed in the ways that progressive organizations exploit IP technology. The paper recognizes that there are a number of key issues affecting enterprises, driving the need for one's communications infrastructure to evolve commensurately with the business.

Fuente: Alcatel
Formato: PDF

Implementation of an IP Contact Center is without a doubt one way of making savings on telephone communications and network maintenance operations. But to consider this aspect alone gives only a partial appreciation of value it can bring to the business. Do not ignore the most important value of all which is the positive impact it can have on the company's Customer Relations strategy. The Alcatel contact center solution portfolio addresses every market need from a simple voice call distribution capability for a handful of agents right through to sophisticated networked multimedia interaction centers supporting thousands of agents across the globe.

Fuente: Avaya
Formato: PDF

This paper explores the business benefits and operational models where unique Avaya contact center solutions are deployed on IP based networks for immediate and compelling financial return. This paper assumes that the reader has some fundamental understanding of VoIP and IP Telephony technology basics. For the purpose of this discussion, VoIP is the transmission of voice conversations over an IP based data network and represents an alternative transport method to the more traditional Time Division Multiplexing (TDM) or circuit switching. IP Telephony is the collective set of software based voice applications that transport voice via VoIP.

Fuente: Interactive Intelligence
Formato: PDF

Telephony remains the dominant form of customer interaction for most businesses today, and is certainly a fundamental component of effective customer service. Traditional telephony is now being joined by IP-based telephony options to reduce the cost of telecommunications and to increase communications options. The Interaction Center Platform provides a number of methods to combine traditional circuit and IP telephony utilizing comprehensive support for a variety of telecommunications architectures. The benefits to enterprises and contact centers are quite dramatic. This white paper discusses how the Interaction Center Platform and IP telephony combine to offer a powerful self-service as well as live service solution to various types of businesses.

Fuente: Avaya
Formato: WORD

A leader in Internet Protocol (IP) telephony, Avaya delivers flexible, affordable, and scalable communications solutions for organizations of all sizes. Avaya IP Office provides an all-in-one communications solution built on converged voice and data technology to address the challenges of small and medium-size businesses. Customer Effective - one of Avaya's customers that deliver value-added Microsoft CRM solutions - installed Avaya IP Office - Small Office Edition to gain sophisticated communications capabilities and seamless integration with its Microsoft CRM system. This solution has helped Customer Effective manage customer interactions more efficiently, collaborate more effectively within its sales teams, and increase customer satisfaction. Based on its own successful experience with IP Office, Customer Effective now recommends the solution to its Microsoft CRM customers.

Fuente: Amcat International
Formato: PDF

VoIP is a dynamic communications platform that that offers many benefits for contact centers. The purpose of this whitepaper is to illustrate the ways VoIP can be deployed into the contact center. Multiple ways of incorporating VoIP exist, including Hybrid VoIP/Circuit-switched, Single-site VoIP, Multi-site VoIP, home based agents, and off-shore VoIP deployment. Each configuration to be discussed should be examined to find the model that not only fits with where an organization stands today, but also takes into consideration all future goals.

Fuente: AT&T
Formato: PDF

With IP-enabled contact centers, businesses can reduce expenses, streamline communications, distribute and manage call center resources more efficiently, and provide fast response times and superior customer interactions. See what’s behind the transformation in this informative white paper.

Fuente: Intel
Formato: PDF

The convergence of voice and data services over a single Internet Protocol (IP) network has transformed contact centers by providing multimedia communications in a location independent environment. Contact centers that once answered only telephone calls now field queries from multiple channels - phone, fax, email, and web interaction. And the popularity of wireless communications and emerging messaging technologies will create new expectations for contact centers - the need to push information to mobile as well as desktop devices. This white paper provides an overview of the IP contact center environment.