Telecommunication Systems & Applications 2007 - Medium-to-large Enterprises Contact Centers

Telecommunication Systems & Applications 2007 - Medium-to-large Enterprises Contact Centers - Volume 1

Published by: CollabGen

Published: Apr. 19, 2007 - 185 Pages

Preface:: Generic Analysis; Readership; Increase Your Organization’s Operational and Financial Performance; Vendor / Product Evaluation Criteria and Methodology
Introduction: Global Context for Telecommunication Systems & Applications; Enterprise Computing / Telecommunication Architecture & Application Frameworks; Small Business Units and Consumer Application Frameworks; Computing and Telecommunications - Parallel Evolution and Convergence
Section I - Communication Servers & Contact Distribution Systems
Executive Overview: Scope; Benefits; Processes; Technology Issues
Analysis: Technological Domain; Primary Enabling Technologies; Primary Standards; Applications; Configurations; Trends
Section II - Contact Center Multi-media Communications; Phone & Web Self-service
Executive Overview: Scope; Benefits; Processes; Technology and Application Issues; Analysis
Section III - Voice-over IP Network Design, including WiFi & Mobility
Executive Overview: Scope; Benefits
Analysis: Design Considerations
IV - Enterprise Platforms and Business Applications Logic: Server-based Platforms; Business Applications Logic; Small Business Unit and Consumer Applications Logic
V - IT / Telecom Convergence and Integration Considerations: Integration Methods
Glossary
Vendor Sections
Market Share Leaders
Nortel
Microsoft - Nortel Alliance
NEC Unified Solutions
Emerging Competitors & Innovators
Mitel
Spoken Communications
Technology & Market Share Leaders (Supplemental section Volume 2 available April ’07)
Alcatel - Lucent / Genesys
Avaya
Cisco
Siemens
Technology Leaders (Supplemental section Volume 2 available April ’07)
Interactive Intelligence
Aspect Software
Intervoice
Syntellect

Abstract

This report covers IP-telephony and multi-media Communication Servers and unified Contact Distribution systems. It includes CollabGen’s proprietary multi-dimensional NuViewsTM visual comparisons of customer-premise products and services from major vendors, including the new Microsoft / Nortel Innovative Communications Alliance, NEC Unified Solutions and other vendors offering innovative solutions. The report addresses design principles and best practices for implementing telecommunication applications within enterprises and ‘Dynamic’ Contact Centers; and highlights a brand new and unique Interactive Voice Response (IVR) methodology for agent-assisted or ‘Guided’ phone self-service.

Refer to Volume 2 for: Avaya, Alcatel - Lucent / Genesys, Cisco, Siemens, Interactive Intelligence, Aspect Software, Intervoice, and Syntellect.

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Telecommunication Systems & Applications 2007 - Medium-to-large Enterprises Contact Centers - Volume 1

Table of Contents

Abstract