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 TitleDate AddedCompany
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 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 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		   
whitepaper With Web-based VoIP Monitoring System - Management is Made Easy0000-00-00 IPsmarx Technology
  Read this case study to learn about Mark Gonzalez, who launched the first Class 5 service in the Anaheim, California market.

He wanted to analyze, monitor and troubleshoot his system on his own, whenever he wanted, without using a system that would drain his resources. He got much more with IPsmarx solutions.

The new solution was also:
  • A monitoring system
  • A security and fraud detection tool
  • Plus much more!


Tags: Voice - Data Integration, Telecom Services		   
whitepaper SAP Business Communications Management Helps Streamline Customer Service and Cut Costs2007-09-01 SAP
  Pension Fennia had been using a traditional PBX-based telephony switch, but the system's capacity was no longer sufficient for the company's needs. At the same time, first-generation digital telephone technology was becoming obsolete. With the old system, customer service administration was tedious and time-consuming. Furthermore, maintenance and reporting processes were complicated and resource intensive. The Finnish Mutual Insurance Company Pension Fennia - headquartered in Helsinki ? recently exchanged its traditional Private Branch Exchange (PBX) telephone system for a new, all-IP enterprise telephony and contact center solution: SAP Business Communications Management software. The new, operator-independent system enables Pension Fennia to improve customer service, streamline employee communication, and reduce costs.

Tags: Customer Support Services, Business Management		   
whitepaper Voice Technology Experts Help Customers Improve Productivity With Unified Messaging2007-05-01 Microsoft
  Gold Systems is a Microsoft Gold Certified Partner specializing in voice-driven solutions. When Microsoft launched its unified communications framework to better integrate communications into people's work processes, Gold Systems saw an opportunity to help improve businesses' messaging infrastructure. The unified messaging support in Microsoft Exchange Server 2007 delivers all voice-mail, e-mail, and fax messages to the same inbox, which can be accessed from the desktop, over the Web, or by phone. Gold Systems integrates Exchange Server 2007 and other Microsoft software with customers' telephony infrastructure. This helps companies save money and reduce administrative burdens by consolidating hardware and software. The solution also helps companies improve productivity by providing their employees - especially mobile employees - with integrated, easy-to-use messaging and "Anywhere" access.

Tags: Application Servers, Email		   
whitepaper Premier Health Center Implements Alert System for Mobility2007-01-25 Nortel Networks
  Baycrest is one of the world's premier academic health sciences centers focusing on aging. Baycrest had routing switches, provided by another vendor, that weren't up to the task and couldn't make the transition to VoIP with what they had. Plus, needed to put something in place that was more reliable and that could more easily manage. Baycrest has for many years had a Nortel PBX. Now it has deployed a solution comprised of Nortel voice and data technologies. It includes the Nortel Ethernet Routing Switch 8600, Ethernet Routing Switch 5520 and Business Policy Switch 2000; the Communication Server 1000M with 2,000 extensions; and Meridian Mail Release 13.

Tags: Ethernet, Switching