Monday - February 2, 2009
Chris Formant, president of Avaya Global Services, has been on the job since March 2008. It is no small irony that one year ago he was tasked with the assignment of strengthening the services group's financial and operating performance -- a significant undertaking, given that the services division touches upon more than half of Avaya's revenue and workforce. Fast forward one year and Avaya, while not relishing the harsh headwinds it and other industry players are facing, is at least sanguine about its prospects.
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Tuesday - December 9, 2008
Voice today is at center stage in the enterprise. Carrier Session Internet Protocol trunks, enterprise SIP trunks, converged IP networks, federating private branch exchanges, unified communications and communication-enabled applications are but a few of the many voice initiatives you'll find underway in any large enterprise today.
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Thursday - August 7, 2008
What is unified communications and why do you need it? UC is not unified messaging, and it isn't a unified desktop. But both of these technology solutions help to support a unified communications architecture. In fact, according to Aberdeen, a Harte-Hanks Company, UC is the convergence of such technologies as instant messaging, e-mail, voice over Internet protocol, presence and e-commerce in or near real-time.
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Tuesday - July 29, 2008
What is the future of the call center industry over the next five years? Here are some predictions: 1. Real-time Internet-based feedback techniques will become popular, enabling customers to rate agents from Web sites with click-to-call capabilities. 2. Trans-national quality assurance practices will extend in both directions, with more U.S. and UK facilities using offshore centers for QA of U.S. and UK agents.
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Thursday - November 1, 2007
The planning and preliminary implementation processes for shifting IT-enabled work to offshore locations are similar for back office work, customer service operations, and knowledge process outsourcing, or KPO. Here we map out the process of offshoring in a manner that allows firms to choose between outsourcing and opening a captive facility once they have completed an assessment of the types of work that could be shifted.
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Monday - September 10, 2007
Aspect Software has introduced a series of software modules under one suite aimed at optimization performance in the contact center. The modules are for workforce management, recording and quality management, performance management, campaign management and coaching and e-learning. Called "PerformanceEdge," the suite provides integration to most of the top automatic call distributors.
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Thursday - August 9, 2007
It's now a well-known fact that on the Internet, no one knows you're a dog, but when it comes to Internet telephony, the bigger concern is that no one might know where you are either. Dial 911 for emergency assistance, and you could be out of luck, as some well-publicized lawsuits have shown.
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Friday - July 13, 2007
Interactive Intelligence has released its second-generation session initiation protocol Interaction Gateway, an appliance that enables connections between traditional T1 and E1 trunk lines and Voice over Internet Protocol networks. The new version includes support for global protocols, fax support and a more scalable eight-span model that can support 1,000 or more users.
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Monday - July 9, 2007
FrontRange Solutions has made available version 5.1 of FrontRange Voice, an IP telephony software application that can be installed on the desktop without the need for other equipment. It targets small and medium-sized businesses and offers upgrades in functionality and integration over previous versions.
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Wednesday - June 27, 2007
Next year, when taxpayers call the IRS for help answering questions as they fill out a return, they will know how many minutes they will have to wait on hold before they can speak with an agent. Earlier this year, constituents may not have known how long they would be holding, but some may have noticed a far shorter wait time than in previous years.
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