Best Practices and Lessons Learned
The migration of voice and video communications to IP networks and mobile services to 4G are driving contact centers to extend their IP communications capabilities. Increasingly contact center IP communications must cross diverse network borders, employ more protocols and accommodate new business applications.
Turning challenges to opportunities for enterprise use cases
IT leaders must ensure that the management of the UC infrastructure is a priority rather than an afterthought.
Tools for Hunting IT Problems that Keep Coming Back to Life
This EMA Radar report is intended to assemble a clear picture of the current range of ENAMS products in the marketplace, including how they differ in terms of product approach, core strengths, and weaknesses; the total cost of ownership and operations; and the relative strength/size of supplier vendors.
This white paper reviews SIP trunking service benefits, deployment options, and implementation challenges, and explains how enterprise session border controllers can help IT teams streamline SIP trunk installations and ensure high reliability and service quality for IP communications.
To maximize the value of UC deployment and enjoy a rapid ROI, it's critical organizations invest wisely in UC management.
This white paper will describe the concepts, technologies, and solutions required in order to provide enterprise-grade WebRTC-based communications.
Delivering Cost Effective Enterprise Communications Solutions via WebRTC
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.