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

Telecommunication Systems & Applications 2007 - Medium-to-large Enterprises & Contact Centers - Volumes 1 & 2

Published by: CollabGen

Published: Apr. 19, 2007 - 416 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

Volume 2

Analysis of Vendors and Products:

Avaya

Alcatel-Lucent / Genesys

Cisco Systems

Siemens

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, Mitel; and Avaya, Alcatel - Lucent / Genesys, Cisco, Siemens, Interactive Intelligence, Aspect Software, Intervoice and Syntellect. 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.

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Telecommunication Systems & Applications 2007 - Medium-to-large Enterprises & Contact Centers - Volumes 1 & 2

Table of Contents

Abstract