Best practices and lessons learned
Delivering Cost Effective Enterprise Communications Solutions via WebRTC
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.
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
A Seamless Upgrade from Legacy Avaya to Microsoft Lync, enabled by AudioCodes.
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.