Creating a competitive advantage for your midsize business.

Once viewed primarily as a means for companies to offer information on their products and services, contact centers are increasingly being used to address the full lifecycle of revenue producing activities—from pre-sales support that drives the acquisition of new customers to personalized lifecycle care that maximizes the retention of existing accounts.

In keeping with the growing sophistication of the marketplace, end-users are demanding additional choices in the way they conduct business transactions. For contact centers, this shift has caused businesses to augment traditional voice interactions with a broader set of multimedia capabilities such as email, fax, and Web chat.  Concurrently, purchasers continue to exhibit heightened expectations for efficient and satisfying contact center transactions. With competitive alternatives in easy reach, few businesses can afford performance deviations in their customer care experience.
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Article contributed by: Avaya

Death of the
Message Waiting Light

“It’s a growing trend with our Avaya customers,” says Ben Crown, President of Mutare Software. “They deploy Enabled VoiceMail for unified messaging and turn off the message waiting light feature on their office phones. They simply don’t need it once they see how seamlessly EVM works delivering voice messages to their email inbox. Who needs a light when the actual voicemail message arrives within moments, like any new email, at their desktop or PDA?”
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Article contributed by: Mutare

The New Way of Working

In challenging times, business as usual is not an option. TANDBERG is passionate that if everyone knew what video could do - that they could do more with less, reduce travel costs, increase productivity, and be “green” - everyone would want it. Video is “The New Way of Working.”
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Article contributed by: Tandberg

Telecom Expense Management with Business Intelligence

Finding a Solution that Works for You

The economic downturn has companies scrambling to reduce expenses. As a major expense for most companies today, telecommunications has become a focus for cost-cutting efforts. Telecom expense management (TEM) has proven to be highly effective in reducing costs without reducing services or telecom capabilities. TEM solutions with integrated business intelligence (BI), such as VeraSMART Performance Advisor™, promise to provide even greater capabilities for analyzing usage and controlling spend.
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Article contributed by: Veramark

Distributor Banks on Meru to Assure No Missed Phone Calls

Reaping the Benefits and Enabling New Applications with Meru

The 2008/2009 school year has brought forth new opportunities for GCPS to improve the learning environment using their state-of-the-art Meru wireless network. Students and school personnel alike are reaping the benefits of being able to successfully run applications over the air, including web-based assessments, instructional videos and presentations, along with Internet-based learning and staff training.
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Article contributed by: Meru

Can You Stay Operational in the Midst of Unplanned Events?

The increase in local incidents and regional risks, which include fires and natural disasters as well as threats to national security, have recently garnered headlines and reinforced the need for organizations to develop business continuity plans. But never before has the need for business continuity been more apparent than with the recent H1N1 virus/swine flu outbreak. Swine flu presented risks on a global scale and served as a grave reminder that emergencies generally occur without warning and organizations need to continue uninterrupted operations during potentially catastrophic events. Read more »

Article contributed by: Juniper Networks

Reducing International
cellular costs

In today’s global workplace, placing international cellular calls has become a standard part of a business professional’s day. Whether an individual is calling internationally from their home, their office or while traveling, calls can be the most expedient way to gain consensus and make decisions. But depending on the situation, international cellular calls can also be enormously expensive. Furthermore, the cost of an international call will vary based on where the call is initiated from and where the intended recipient is located. Because of this, it is difficult to assess the cost – until the bill arrives. But the thought of saving money by not placing international business calls is simply not an option. Read more »

Article contributed by: Divitas Networks

IS IT TIME TO CUT BACK
ON NOW-IDLE ETHERNET?

Network World writer John Cox explores this question in-depth, interviewing network vendors, industry analysts, and end users to understand the need for, and ultimately the value of, network rightsizing.
The concept behind network rightsizing is to shift a substantial portion of users from high-cost wired ports, to cost-effective wireless access, consolidate switches and save money. Bottom line of this article: wired ports cost more. So if they’re not needed, they should be removed. And for many companies, 40% - 90% of the Ethernet ports aren’t being used. “There’s definitely a rightsizing going on,” says Michael King, research director, mobile and wireless for Gartner. “By 2011, 70% of all new net ports will be wireless.” Read more »

Article contributed by: Aruba Networks

Lower Conferencing Costs with Sonexis ConferenceManager

Companies using Sonexis ConferenceManager can significantly reduce their conferencing costs. Because ConferenceManager is an in-house system that the organization owns, it effectively eliminates per minute and per user conferencing surcharges and monthly per user licensing fees paid to outside conferencing service providers. In other words, companies can realize significant cost advantages by owning their conferencing system instead of renting the service. Read more »

Article contributed by: Sonexis