Whitepapers
oracle

Delivering Enterprise-Class Communications with WebRTC

Delivering Cost Effective Enterprise Communications Solutions via WebRTC

 
oracle

Oracle Improves Communications and Reduces Costs with SIP Trunking

Oracle has their Acme Packet Net-Net Enterprise Session Director Enterprise Session Border Controllers (E-SBCs) to enable secure and reliable SIP (Session Initiation Protocol) trunking services. By migrating to an end-to-end IP architecture, and implementing SIP trunks, Oracle has consolidated and simplified its telephony infrastructure; significantly improved scalability, service agility, and reliability; and dramatically reduced telecommunications expenses.

 
oracle

Enterprise IP Telephony and Unified Communications Interoperability

Enterprises are deploying Internet Protocol (IP) telephony and unified communications (UC) solutions to improve collaboration, increase worker productivity, and contain telecommunications costs. But extending real-time IP communications-voice, video, and UC communications-across IP networks can be a challenge. Conventional IP networking products, such as firewalls, routers, and gateways, were not conceived with real-time IP communications in mind and leave enterprises vulnerable to security threats and service quality issues.

 
audiocodes

AudioCodes: Western Growers Case Study

A Seamless Upgrade from Legacy Avaya to Microsoft Lync, enabled by AudioCodes.

 
layerx

 
interactive_intelligence

Flexibility in the Cloud

As the pace of technology continues to accelerate, business leaders need to respond quickly to meet their customer expectations for consistent and integrated multichannel support. Social and mobile channels have become the new norm for contacting a company, and companies must create a new support strategy to serve the next generation customer. However, the uncertainty of the existing business environment causes companies to defer decision-making to upgrade their current customer support operations.

 
interactive_intelligence

Contact Center Metrics that Matter

The customer service contact center thrives on performance metrics. These metrics provide operational insight into the efficiency of the customer service process, including how effectively customer service representatives are performing their duties - as well as how well customers are being served. Many performance metrics are as old as the contact center industry itself and are still in widespread use today.

 
interactive_intelligence

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

As a consumer, the experience of going to a website or a local store to buy a product should not be trivial. A consumer should be able to buy a product and expect the service they need at the store, on a website, or by contacting the call center. But the reality is that many companies are failing to provide a suitable customer experience that offers these options.

 
Who's Who at Enterprise Connect

NEC

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Sponsored By


May 7, 2014
With the imperative to drive innovation and continuously improve business processes, the role of unified communications and collaboration (UCC) is rising in importance for most organization. Executive...
April 24, 2014
Small centers are both excited and nervous about the new wave of innovation converging on them as major disruptive forces - cloud, mobile, big data and social - rock the contact center world. They rea...
April 9, 2014
Recent advances in cloud technology have given rise to wide variety of new tools designed to support contact center performance, staffing and reporting. Join us for a live webinar focused on helping c...

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