Aura: Avaya’s New Architecture for Multimodal Self-Service & Routing

Aura Merges UC, Contact Centers & Self-Service

Contact centers around the world share a common manifest destiny. They are the transactional vortex of “collaborative self-service.” To an increasing degree, purchase decisions and calls for technical support are the culmination of a process that begins with online search and consultation that could involve instant messaging, text messaging, Web browsing, chat and perusal of a plethora of blogs and micro-blogs.

Of necessity, incumbent communications infrastructure providers have to accommodate the many ways that customer care and technical support are carried out these days. For Avaya, the Aura™ architecture is the solution. Its design objectives are deceptively simple and, at the same time, very ambitious: to bring together applications and systems from multiple vendors and deliver results across multiple media, modes and networks.
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Article contributed by: Avaya

Meru Intelligent 802.11n Management Cuts Troubleshooting Time From Days To Minutes

The move to 802.11n and the all-wireless edge means that more devices than ever are connecting to the network. IT has already gone from treating each building as a node to managing each desktop individually; increasing numbers of devices threaten to increase management complexity even further.

Meru’s Wireless LAN Virtualization brings 802.11n networks under control, giving IT a powerful new tool that reduces the time and cost involved in network management by 60% or more. A Meru network is stable and predictable, letting E(z)RF Network Manager automate or eliminate completely many of the tasks that other systems force on to IT staff.
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Article contributed by: Meru Networks

New State Laws on E911 Legislation

Did you know that under a new law enacted in July of this year, Massachusetts now requires that any new or substantially renovated multi-line telephone system must offer the same level of E911 services currently provided to people in the state, including enterprise VoIP users – ultimately mandating that specific location information be attached to every outgoing 911 call placed?

The new law states that these systems include network and premises based systems such as Centrex, PBX and hybrid key telephone systems. Massachusetts joins several states with E911 legislation already in place; hosted E911 solution providers such as 911 ETC report that corporations with sites across several states are choosing to comply nationwide as a result of state legislation.
Visit http://www.911etc.com/legislation.html for specific state-by-state legislation information.

Article contributed by: E911 ETC Inc.

Taking the Pain Out of
HIPAA Compliance

The Top Five Ways Fax and Electronic Document Delivery Can Assist with
HIPAA Compliance

HIPAA regulations, combined with the need to provide quick, reliable and cost-effective communications are pressuring many healthcare organizations to look at new alternatives for sending, receiving and tracking confidential health information.

An important and easy-to-use tool that healthcare organizations such as Duke University Health System, Genesis Health Systems, Lexington Medical Center and Providence Health Systems use to address these challenges is Captaris® RightFax® enterprise fax server software. It helps organizations within the healthcare field comply with HIPAA regulations by providing secure and tamper-resistant delivery, receipt and tracking of confidential healthcare information. In addition, fax server software can dramatically enhance productivity and reduce costs while streamlining processes and improving the quality and timeliness of communicating with patients, providers and other healthcare organizations.
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Article contributed by: Captaris

Mutare Software Offers
Cash for IVR Clunkers!

Our partner, Mutare Software, is doing its part to rid the world of over-bloated, underperforming, inefficient Interactive Voice Response applications.

Isn’t it time you replaced your outdated IVR with a high value, low cost, state-of-the-art Mutare Custom IVR?
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Article contributed by: Mutare

Call Accounting in the
Age of Wireless

Call accounting is a best practice for wireline usage management, and a cornerstone of telecom expense management (TEM). Call accounting provides the visibility that organizations need to control wireline usage and spend.

As organizations shift ever-greater portions of their telecom spend into wireless infrastructure and services, the need to account for wireless usage becomes critical for an effective TEM program. While wireless call accounting can’t be accomplished by pulling CDR off a switch, there are other ways to capture essentially the same information - and achieve the same cost-saving objectives.
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Article contributed by: Veramark