A Seamless Upgrade from Legacy Avaya to Microsoft Lync, enabled by AudioCodes.
Reliable and secure SIP trunking and voice connectivity for a global Lync deployment.
From the experience of early adopters a tried and true path to success emerges
High-quality VoIP connectivity and professional services for a global Genesys contact center.
A carrier describes how they use Oracle Communications Unified Communications Suite.
An analysis of the market for messaging platforms for service
providers,revealing top players, mature players,specialists and trail blazers.
Enterprise telecom/IT organizations should leverage a trend that continues to grow throughout all of our lives as we deal with technology, both at work and at home: Self-service.
It's Time to Take UC Management and Analytics Seriously.
Enterprise communications, once the exclusive domain of the PBX, has already fragmented, and many of the pieces today are beyond the reach of the technical managers who once were able to guarantee the connectivity, security and control of the communications environment. If enterprises simply allow this control to slip out of their grasp, they are putting the business at risk.
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.
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.
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.