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 TitleDate AddedCompany
whitepaper TechNet Webcast: How to Do a Proof of Concept for Communications Server 2007 Interoperability With PBX Systems (Level 300)2008-06-18 Microsoft
  Wondering how to take advantage of the existing Time Division Multiplexing (TDM) or IP Private Branch Exchange (PBX) infrastructure for unified communications? If so, join this webcast to get the information needed to deploy Microsoft Office Communications Server 2007 in conjunction with TDM or IP PBXs using the "Standalone" and "Co-existence" deployment scenarios and various options, such as gateways and dual-forking. This webcast discusses interoperability scenarios for various PBX manufacturers like Avaya, Cisco, Mitel, and Siemens.

Tags: Application Servers		   
whitepaper Videoconferencing, Video Mail, IVR and Mobile Services Provided by iPBX Technology2008-04-16 Surf Communication Solutions
  Private Branch Exchange (PBX) systems have traditionally connected private enterprises to the Public Switched Telephone Network (PSTN) using circuit-switched communications. iPBX (or IP PBX) systems, which use the Internet Protocol (IP) to carry calls over packet-switched networks, have become increasingly popular in recent years. iPBXs account for a significant majority of current annual PBX installations. IP based private branch exchange is projected to further dominate the videoconferencing, video mail, IVR, and mobile markets in the coming years. While the move toward iPBX systems represents a clear trend, the ongoing integration of IP within PBX architecture can be viewed as more of an evolution than a revolution.

Tags: Video Conferencing		   
whitepaper Avaya Case Study: 9-1-1 and Beyond2008-04-01 Avaya
  9-1-1, 3-1-1, the Mayor's Call Center, and other agencies in the District of Columbia operated on separate and disparate communications platforms. By 2004 the existing structures and technologies needed to be upgraded and consolidated in a way that could support best practices for responding to both emergency and non-emergency citizen needs. The District developed a plan for consolidating all public safety and non-public safety communications with a common technology. IBM received the commission and partnered with Avaya for the call center ACD/PBX and telephony systems. The Avaya telecommunication solution includes: automatic call distribution and intelligent work-stations, computer-aided dispatch, and digital voice logging.

Tags: Call Center - Contact		   
whitepaper Call-Center Comparison Guide2008-01-10 VoIP-News
  Compare these VoIP call-center vendors to find the best one for your business. So, you know that a VoIP call-center enhances customer service and, in return, helps attract and retain customers. But which VoIP call-center vendor do you choose for your specific needs? This Comparison Guide evaluates major vendors such as Oracle and Verizon Business, in order help you make the best decision.

This Comparison Guide addresses the following criteria:
  • Organization size, type and features
  • Quality and real-time monitoring
  • Outbound campaigns
Download this free Guide now.

Tags: VoIP - IP Telephony, Asset Management, Call Center - Contact, Sales Force Automation		   
whitepaper Consolidation of Cisco Unified CallManager Clusters Improves Manageability and Reduces Costs2007-12-17 Cisco Systems
  Cisco needed a way to ensure business continuity if the WAN link between the hub and the remote office went down. In the event of a WAN outage, employees would need the capability to place calls, including E911 calls, and to receive calls over the Public Switched Telephone Network (PSTN). Cisco met the challenge by developing Survivable Remote Site Telephony (SRS Telephony), now a feature of Cisco IOS Software. SRS Telephony is integrated into Cisco branch office routers. Cisco itself uses Cisco 3640 and Cisco 3745 routers, depending on the number of IP phones in the office.

Tags: Switching		   
whitepaper White paper: IBM's Unified Communications and Collaboration Strategy2007-07-01 IBM
  The economic wins in this decade and the next will likely go to those organizations that can streamline the flow of knowledge and information throughout the enterprise. A new paradigm for the real-time, ad-hoc global communications and collaboration called unified communications provides a framework for doing so. Unified communications systems bring together collaborative capabilities including presence, instant messaging, telephony, audio conferencing, web conferencing, unified messaging, mobility, and video conferencing through simple and easy to use interface

Tags: Voice - Data Integration, Collaborative Web, Unified Communications, Collaboration Tools		   
whitepaper World-Class Dental Practice Ensures Exceptional Customer Service2007-11-13 Nortel Networks
  As one of the UK's leading private dental practices, Hospital Lane Dental Clinic knew its customer service had to be nothing less than excellent to attract and retain patients. The Clinic wanted to upgrade its telephony equipment to coincide with the move to a stylish, new, purpose-built clinic. The Hospital deployed Nortel for its solution and implemented Nortel BCM 50 with 20 digital handsets.

Tags: Communications Software		   
whitepaper Insurer Replaces Traditional Telephony Systems With SAP Business Communications Management2007-11-01 SAP
  Helsinki, Finland - based Veritas was facing a problem all too common for today's businesses. The company was using a range of traditional enterprise telephony systems that no longer addressed their business needs. With the existing solution, customer service was complicated to manage, employees were difficult to reach, and update processes were laborious. The company wanted to centralize customer service and communications and achieve more flexibility in services. The challenge was to utilize resources more efficiently. As a solution the company deployed SAP Business Communications Management software.

Tags: Customer Support Services, Business Management		   
whitepaper PATH Can Devote More of Its Resources to Health Goals With Unified Communications2007-10-01 Microsoft
  PATH, a Seattle-based nonprofit organization, works to save lives and improve health conditions in more than 65 countries. Skilled teams develop and deploy affordable, sustainable technologies, strengthen local health systems, and encourage healthy behaviors. To overcome the barriers to communication that PATH encounters in developing countries, it is deploying a solution based on Microsoft Office Communications Server 2007 and Microsoft Exchange Server 2007. The solution will enhance PATH telephony systems and improve efficiency with unified messaging. Staffers are finding that standardized instant messaging and greater awareness of one another's availability helps them to solve problems together faster. PATH expects to spend much less of its program funding on long-distance tariffs, freeing up limited dollars for other essential activities that directly aid people in need.

Tags: Email, IM		   
whitepaper Rescue Workers Reduce Costs and Improve Processes With Unified Communications2007-10-01 Microsoft
  Tayside Fire and Rescue provides emergency services to 400,000 people in Scotland. The organization spends most of its budget on its people and equipment - with only a small percentage available for Information Communications Technology (ICT). Although employees used e-mail and the telephone to communicate, the organization did not have voice mail. In addition, high PBX support costs significantly affected the ICT budget. In 2007, Tayside Fire and Rescue took control of its telephony and deployed a unified communications solution built on Microsoft Exchange Server 2007, Microsoft Office Communications Server 2007, and Microsoft Office Communicator 2007. As a result of its solution, the organization is raising the competency of its firefighters, accelerating communications, facilitating mobility, providing voice mail, and reducing costs through increased operational control.

Tags: Voice Mail, Email