Virtual Call Center White Papers
The following business communications-centric white papers are available:
Infrastructure-Centric Business Communications Lag Behind a Service-Centric Approach
Many CIOs are pausing to evaluate their business communications plans. What's the best approach for exploiting VoIP, SIP, and Internet Telephony in our organization? How can we remove cost and complexity without sacrificing control or reliability? How can we best leverage Web services and cloud-based application platforms like Google Apps and Force.com? How can we take advantage of the latest technologies to improve collaboration and customer service? What's our best path going forward?
Voice-oriented, infrastructure-centric architecture, like that of Avaya's Aura, is based on dated notions - voice transport is expensive, voice applications are unique, companies prefer to administer private networks. The days of building expensive private voice networks are over, as on-demand services now allow you to leverage low-cost VoIP/SIP or Internet Telephony service providers to reduce communications costs and complexity - without sacrificing control or reliability. With an on-demand interactive communications service, instead of focusing on the underlying telecommunications infrastructure, you can address the issues that are truly important to your business like improving customer service, increasing sales, and boosting employee productivity. And with no equipment to purchase or install you'll be up and running in no time - all for about the price of ongoing maintenance alone on your existing system. Read More...
The advent of the Internet and the proliferation of wireless technologies have revolutionized communications. Constrained by legacy office phone systems, most businesses have been unable to take full advantage of mobile devices and Internet applications (VoIP, SIP, Skype, IM, Google) in their corporate voice services. Now a new cloud-based solution known as a Business Communications Service (BCS) is enabling businesses to leverage mobile technology and popular Web applications to optimize real-time customer interactions. Unlike a conventional phone system, a BCS manages people, business functions and business rules – not just telephones. A BCS orchestrates interactive communications amongst employees, customers and partners – across various devices (PBX phones, soft phones, mobile phones), networks (PSTN, Skype, VoIP/SIP), and media (voice, text, video) and uses business presence to steer customers to the employee who can serve them best at any moment in time - based on business function and availability - independent of device or location. A BCS helps businesses improve sales, customer service, and worker efficiency by connecting customers to the right employee, on the first attempt. Read More...
