WHITE PAPER - This document describes how Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Hardware | IVR | Marketing | SIP | Software

WHITE PAPER - Based on a Pitney Bowes Group 1/TechTarget Webcast, this white paper describes how service providers have been deploying overlay networks to launch new services and rolling out "Overlay OSS" to manage them, which creates a multiplicity of networks.
Posted: November 12, 2008 | Published: November 12, 2008


Topics:  Application Service Providers | Content Delivery | Customer Service | Network Configuration Management | Network Management | Network Management Protocols | SIP

WHITE PAPER - Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.
Posted: November 6, 2008 | Published: November 6, 2008


Topics:  Call Center Management | Call Centers | CRM | Customer Service | Instant Messaging | Marketing | SIP | VoIP

WHITE PAPER - In response to increased employee mobility, companies are developing Unified Communications (UC) strategies and implementing UC solutions to enable a global work focus and ease employee communications problems.
Posted: October 14, 2008 | Published: October 14, 2008


Topics:  Email | SIP | Telecommunications Industry | Unified Messaging | VoIP | VPN | WLAN

WHITE PAPER - This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
Posted: September 4, 2008 | Published: September 4, 2008


Topics:  Communications Systems | Contact Centers | Customer Service | Hardware | Instant Messaging | IVR | SIP | SMS

WHITE PAPER - This document discusses how a company can integrate Microsoft's Unified Communication (UC) services with their existing telephony system.
Posted: September 3, 2008 | Published: August 29, 2008


Topics:  PBX | SIP | Telephony Services | Telephony Systems | Unified Messaging

WHITE PAPER - How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in the Essential Managers Guide for Intelligent Communications.
Posted: June 9, 2008 | Published: June 5, 2008


Topics:  Business Intelligence | Business Intelligence Software | Communications Networks | Communications Systems | Contact Centers | Customer Satisfaction | IP Telephony | SIP

WHITE PAPER - This white paper details the the Avaya Voice Portal and Dialog Designer solution architecture, which combines the SOA approach embedded within the software elements of Avaya's Voice Portal and Dialog Designer solutions.
Posted: June 9, 2008 | Published: March 1, 2007


Topics:  Business Architectures | Business Intelligence | SIP | SOA | Web Services

WHITE PAPER - Avaya Intelligent Customer Routing improves customer service and acts as the bridge between the past and the future while addressing key management and IT needs by providing a more flexible and adaptable architecture.
Posted: June 2, 2008 | Published: March 1, 2008


Topics:  Business Intelligence | Customer Data Management | Customer Interaction Services | Customer Service | Routing | SIP | SOA | Web Services

WHITE PAPER - Since its inception, Session Initiation Protocol has revolutionized the way people communicate using converged services. SIP provides the framework for delivering voice, video, data, and wireless services seamlessly.
Posted: April 28, 2008 | Published: August 1, 2007


Topics:  Converged Networks | Data Compression | SIP | SLA | Voice Communications Software | Voice Compression | VoIP

WHITE PAPER - The intent of this paper is to offer the reader a basic understanding of the Session Initiated Protocol. SIP is the conduit that will bring together the enterprise and telecommunications to provide IP-based communications.
Posted: April 28, 2008 | Published: August 1, 2007


Topics:  Application Deployment | Application Life-Cycle Management | Application Performance Management | Internet Engineering Task Force | SIP | Video Services | VoIP | Web Services Management