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 TitleDate AddedCompany
whitepaper How Network Architecture Simplifies the Deployment of Unified Communications2007-12-19 Cisco Systems
  Like most enterprises, Cisco wanted to converge its separate voice and data networks to reduce costs, improve operational efficiency, and easily adopt new technologies such as IP communications. However, the size and complexity of the Cisco network required more than a simple redesign. It required a new and comprehensive framework delivered by the Cisco Service-Oriented Network Architecture (SONA), which allows the Cisco network to support reusable, scalable services such as identity management, mobility, security, and voice call control. Cisco IT deployed the Unified Communications solutions incrementally, starting with basic telephony services, then adding advanced technologies and customized applications. The Cisco SONA framework assured that all the underlying network layers were complete and all the supporting technologies were ready as each new solution was deployed.

Tags: Network Administration		   
whitepaper How Cisco IT Merged Voice and Data Engineering Groups2007-12-18 Cisco Systems
  At the outset, Cisco voice and data engineers hesitated to provide each other with access to their equipment. The networking group had reservations about enabling the voice group to use the routers that provide access to the Public Switched Telephone Network (PSTN), and the voice group didn't think the data group should have access to the Cisco CallManager. As the company began sending voice over the LAN and WAN, Cisco moved from a technology-oriented organization to a process-oriented one that spans both voice and data. The Cisco Americas theater reorganized its IT into three groups with roles that correspond to the Planning, Design, Implementation, Operation, and Optimization (PDIOO) organizational model adopted earlier by Cisco EMEA.   
whitepaper How Cisco Redesigned European Offices to Improve Workplace Flexibility2007-12-18 Cisco Systems
  On average, every week two real estate projects were opened and two churns took place in EMEA. The challenge for WPR and IT was sustaining the support of business growth and providing adequate space to meet this ongoing requirement while keeping real estate costs low. The introduction of Cisco AVVID technology (Architecture for Voice, Video and Integrated Data) provided the turning point. Cisco AVVID provides the baseline infrastructure that helps enable enterprises to design networks that scale to meet Internet business demands. It delivers the e-business infrastructure and intelligent network services that are essential for rapid deployment of emerging technologies and new Internet business solutions.

Tags: Infrastructure Management		   
whitepaper How Cisco Created Its Own Customer Interaction Network2007-12-17 Cisco Systems
  This case study describes how Cisco Systems created an internal Customer Interaction Network (CIN) by using its own contact center solutions to route customer calls to outsourcers located around the world. The Cisco CIN gives customers the simplicity of a single, in-country telephone number for all Cisco sales, support, and general information inquiries. Cisco benefits from the reduced costs, more efficient call handling, and better use of experts that is possible when outsourcers handle first-line calls. The CIN takes advantage of the robust routing and security capabilities of the Cisco network, a leading-edge enterprise environment that is one of the largest and most complex in the world. Customers can draw on Cisco IT's real-world experience in this area to help support similar enterprise needs.

Tags: Call Center - Contact, Network Security		   
whitepaper Pediatrician's Phone System Enhances Patient Care and Staff Productivity2007-12-01 Cisco Systems
  A new one-physician office starting with a clean slate needed to maximize patient care, efficiency, and paperless patient record keeping. Sheffield Pediatrics deployed Cisco Smart Business Communications System, simplified patient and staff communications and minimized overhead. A Unified Communications Solution simplified patient and staff communications and minimized overhead. As a result practice was able to eliminate after-hours service and streamline staffing needs by 12.5 percent. There was complete paperless system including secure access to Electronic Medical Records and there was direct access to physician through communications system allows for more efficient triage and patient peace-of-mind.

Tags: Voice - Data Integration		   
whitepaper Microsoft Online Services Customer Story: Cingular (the New AT&T)2007-11-16 Microsoft Tips
  Cingular, the new AT&T is the largest provider of wireless services in the United States, with more than 62 million subscribers who use the nation's largest digital voice and data network. The intersection between today's consumer and today's technology is a moving target - and e-mail users are a primary example of today's unpredictable Internet consumer. Online ads are everywhere, but trying to find the right way to successfully fit those ads into e-mail users' lifestyles is a constant challenge. The approach was quick and hard-hitting: Create a one-day "Roadblock," or a complete buyout of all Windows Live Hotmail advertising, including the "Today" page, the sent-mail page, and the run-of-site banner to promote the Motorola L2.

Tags: Email, Mobile - Wireless Communications		   
whitepaper IBM and 3Com Integrate IP Telephony With Core Business Process Applications to Reduce Costs at Fashion Institute of Design and Merchandising2007-11-01 IBM
  A specialized, California-based private college, Fashion Institute of Design and Merchandising (FIDM) has nearly 6,000 full-time students, 1,000 staff and faculty members, more than 30,000 graduates. FIDM needed to substantially reduce telephone costs and implement a Voice-over Internet Protocol (VoIP) and unified messaging solution that would help take the school into the future. So, the institute turned to IBM and IBM Business Partner 3Com to help replace its legacy Private Branch Exchange (PBX) telephone system and achieve two key objectives - minimize the number of servers required to run IP telephony and integrate its collaboration software applications - IBM Lotus Notes and Sametime - with IP telephony.

Tags: Voice - Data Integration		   
whitepaper Avaya Case Study: The Trading Room Gibraltar2007-11-01 Avaya
  The Trading Room Gibraltar was in need of a telephony solution that could significantly reduce the ongoing costs of international calling and make the company's representatives more readily available to clients at all hours of the day. The company's existing telephone system didn't allow multiple outgoing calls or offer multiple lines for incoming calls, making it difficult for traders to provide high levels of customer service to clients. By adopting VoIP technology with an Avaya IP Solution and working with a service provider in the U.K., the Trading Room's telecom-related costs per minute have dropped from 60 pence per minute to 5 pence.

Tags: Voice - Data Integration, IP Technologies		   
whitepaper Avaya Case Study: Association of Accounting Technicians2007-11-01 Avaya
  The Association of Accounting Technicians (AAT), established in 1980, is a United Kingdom-based non-profit membership body supporting the training, the qualification and the practices of accounting technicians. Maintaining a dynamic communications environment with a diverse community of interest is difficult at best, and AAT was hampered by an underdeveloped communication system and contact center. Although much transaction and communication took place online, participants still valued person-to-person voice communications, especially when making choices on curricula and classes, or employment and career advancement. AAT installed Avaya IP Office 412 system at a new location to which AAT moved in London.

Tags: Voice - Data Integration		   
whitepaper Leapfrog Services Provides Faster, Smarter and Cheaper Customer Support With Integrated IT Management2007-11-01 CA (Computer Associates)
  Leapfrog Services provides outsourced and managed IT and network services, its priority is meeting customer's expectations for service and reliability. The customers want network reliability and responsive technical support so that any issues can be quickly resolved. To ensure it can provide clients with a cost-effective and responsive service, Leapfrog needed to ensure its own operational efficiency. To create a centralized platform for managing both its internal and customers IT environments, Leapfrog has adopted CA's Enterprise IT Management (EITM) strategy.

Tags: Voice - Data Integration, Service Level Management		   


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