Recursos VoIP - Enlaces

Fuente: ShoreTel
Formato: PDF

Customers in the Internet age are generally characterized as fickle and impatient, with ridiculously escalating expectations. A contact center that converges the voice and data worlds can increase the number and quality of calls, boost agent productivity, and improve customer satisfaction. The rich, multimedia environment increases the value of interactions in both directions, providing customers with a better experience, improving information flow, and increasing the amount and application of business intelligence. Callers can be automatically routed to agents with the right skill sets, and receive priority treatment if their status warrants it.

Fuente: Witness Systems
Formato: PDF

Voice over IP is a hot topic in telecommunications circles and increasingly within contact centers. From a world without VoIP just a few years ago, it is now becoming inevitable that VoIP will be deployed in everything from carriers’ backbones to our offices and homes. This white paper explains how IP Telephony affect customer interaction recording and analysis, as well as how emerging solutions from companies like Witness Systems can support organizations as they migrate to or deploy IP telephony.

Fuente: Nortel Networks
Formato: PDF

Nortel Networks have defined a Public Services One Network vision that addresses the transformational concerns faced by senior officers and leaders in local government. Nortel Networks have developed proven patented technologies to implement that vision. Combined with their flexible and genuine approach to partnership this means that Nortel Networks can help local authorities dramatically improve their corporate performance, reduce costs and be truly engaged with their customers.

Fuente: THINKstrategies
Formato: PDF

The rapid evolution of Internet Protocol (IP) telephony products and services is making it possible for companies to fundamentally change how call-centers operate and improve customer satisfaction. IP telephony permits a broader array of integrated call-center applications and more flexible call-handling capabilities. IP telephony also enables call centers to operate more efficiently and cost-effectively. This white paper examines these trends and recommends how enterprise decision makers can employ vendor-supplied professional services to satisfy their call-center requirements and meet their customers' escalating demands.

Fuente: Avaya
Formato: PDF

The Avaya Voice Portal architecture addresses the needs of the Information Technology (IT) purchasers, managers, and implementers by offering the manageability, reliability and scalability of a software-based media processing appliance coupled with the ease of integration and programmability in Web and Service Oriented Architectures. By offering robust Speech and Touch-tone capabilities in a package that is easy to install, maintain, and modify, CIOs can integrate historic "Call Center Only" capabilities into the IT fabric of enterprises of all sizes.

Fuente: Nortel Networks
Formato: PDF

This paper discusses the seven common myths and misconceptions about IP contact centers as well as what every contact center manager should know about the cost-cutting, productivity, and performance advantages of IP - and how to get there without overhauling the communications infrastructure.

Fuente: Quortex Consultants
Formato: PDF

This is a White paper exploring the aspects of voice over IP protocol and their application to call centres.

Fuente: Avaya
Formato: PDF

Over the years, conventional circuit-switched technologies have earned the loyalty of IT managers. But these technologies have limitations, making it complicated and costly to deploy today's advanced solutions throughout the enterprise. IP telephony, meanwhile, is proving itself as an architecture that is flexible and cost effective. Savings and efficiencies can be gained by migrating to IP telephony - and lost by stumbling into common pitfalls. Adhering to best practices during your planning and implementation will help to avoid the snags and ensure success. This paper outlines the hazards and best practices as collected from an Avaya history with contact centers and IP telephony.

Fuente: Alcatel
Formato: PDF

Computer telephony integration (CTI) for contact centers was originally developed for office PBX environments, that is, non-remote. However, advanced telephony services and mobility have been incorporated into new telephony protocols and technologies such as VOIP and SIP. As a result, mixed situations, where legacy PBX, PSTN, CTI, and VOIP co-exist, will continue well into the future and lead to scenarios where remote call center agents will need to work in mixed PSTN/VOIP environments. This paper describes the increasing importance of mobility and the implication of experts in call center operations.

Fuente: Avaya
Formato: WORD

Avaya's small to medium-sized customers - businesses employing fewer than 300 people - often want to implement Customer Relationship Management (CRM) applications as they upgrade or deploy new communications and contact center solutions. However, in the past, these customers found CRM offerings too costly or complex to implement, which made it difficult for Avaya to fully grow this customer base. By integrating its IP Office telephony platform with Microsoft CRM (now part of Microsoft Dynamics), Avaya can meet both the communications network and customer relationship management needs of its smaller customers.

Fuente: Saddletree Research
Formato: PDF

The contact center industry has gone through an evolution in the last decade that has left the marketplace unrecognizable even to those who have monitored the industry closely during this period. What was once an industry based upon proprietary hardware-oriented technology, facilitated by premise-based monolithic systems, and delivered by telephone equipment vendor giants, has reacted and changed to meet market needs. The emphasis is now shifted to a marketplace based upon non-proprietary, open architecture, distributed software-based platforms that can run on standard computer servers. The purpose of this paper is to guide decision-makers interested in planning, selecting and implementing an on-premise or hosted/managed service IP contact center solution in the near future.

Fuente: Aspect Communications
Formato: PDF

In the IP contact center, the entire operation will be based on a software-based switching application that blends voice, e-mail, and Web communications into a unified queue and routes them cost-effectively over a single, ubiquitous data network to any destination in the enterprise. Expensive ACD and PBX hardware will be unnecessary. Internal telephony connections and costly intersite tie lines will be eliminated. Administration and maintenance costs will drop dramatically. Centralized administration will make it possible to react quickly to changing business conditions, and the convergence of multiple media channels onto the same network will make it possible to deploy powerful new customer-facing applications that increase sales and promote customer loyalty. This exciting new technology is available today in the Aspect IP Contact Suite, an IP-driven, centralized multichannel contact center framework that combines a software platform, applications, and connectivity to front- and back-office systems. Businesses that recognize the IP contact center as the next leap in the evolution of CRM and adopt it now will gain a significant lead over businesses that hesitate.

Fuente: Nuasis
Formato: PDF

Momentum is building in favor of the latest IP-based systems for call centers that offer compelling advantages over traditional circuit-based ACD switches. 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. Next generation systems also address key shortcomings with previous IP solutions to assure system reliability and scalability. This paper provides an overview of the latest available technologies and considerations for evaluating an IP-based call center system.

Fuente: 3Com
Formato: PDF

Computer-telephony integration (CTI) applications form the basis for today's call center, providing "screen pops" and other features that customer service reps (CSRs) now depend on to provide strong customer service. But CTI never caught on outside the call center, nor was it affordable for most smaller call centers. That's now changing. Many smaller companies that couldn't afford CTI applications or integration with TDM PBXs are purchasing and deploying IP-based contact center packages. And for larger operations, the potential benefits are even greater.

Fuente: Siemens
Formato: PDF

In recent years, email and web interactions have been included in the routing mix, using common routing engines across media. However, these communications remained confined within their own 'Channel' - voice, email or web chat - and on their originating device. With converged second generation IP communication networks comes up with new standards such as Session Initiation Protocol (SIP). SIP enabled devices and applications have the potential to transform customer interactions and the way customer contact centers work. SIP brings a new flexible, user centric communication paradigm based on presence, rich content, collaboration and mobility. This new way of interacting will be less fragmented, and offer greater flexibility, efficiency and productivity for both customer and enterprise.