In The Spotlight

How to Build an Early Warning System

By Jason Andersson July 20, 2011

Customer interaction analytics, or “Voice of the Customer” (VoC) analytics as it is more commonly being referred to in an age where customer centricity is almost synonymous with viability, is the framework that provides real tangible facts about the customer experience. VoC analytics looks at the entire customer experience.

Related UC Vendors: Verint

Mitel Goes Deep on Mobility

By Michael F. Finneran June 16, 2011

While the big vendors have been making the biggest noise, the most interesting developments seem to be coming out of the smaller vendors. A good case in point is Mitel, which has a mobility line up that is as deep as the majors and includes some capabilities that really separate them from the pack.

Related UC Vendors: Mitel

Making the Cloud Mobile and Manageable

By Jason Andersson June 7, 2011

We can see two solutions moving fast towards each other like two storms, while actually enabling one another to create new innovative solutions: cloud technology and mobile technology. Cloud evolution is enabled by mobile devices such as smart phones and tablets that need something that connects them to the enterprise. Mobile technology, led by smartphones and tablets, makes the business case for enterprises who are investigating cloud services such as Google Apps and others more interesting as they enable the mobile users to become truly efficient.

Related UC Vendors: Siemens Enterprise Communications

Considerations for Cloud-Based Contact Center Solutions

By Jon Arnold April 14, 2011

With the cloud being one of the leading trends now in communications, it’s little surprise to see this extending to contact centers. Hosted contact center solutions are not really new, but where things get interesting is when Unified Communications is added to the mix. There are several intriguing story lines around this, and enterprises need to carefully navigate their options when evaluating cloud-based solutions. Part 1 in a series.

Related UC Vendors: Interactive Intelligence

Siemens OpenScape UC Suite 2011 – Eight Simple Words to UC Simplicity

By Nancy Jamison December 16, 2010

OpenScape UC Suite 2011 moves Siemens from being a UC vendor to a UC and collaboration (UCC) vendor, so one of the core themes was the addition of new collaboration offerings, with the intent of making rich, enterprise-grade, multimedia collaboration solutions as simple to use as sending an email.

Related UC Vendors: Siemens Enterprise Communications

NET’s Universal Exchange (UX) a Next Generation, High Performance, Mediation Platform for Real-time Communications

By David Yedwab November 4, 2010

Real-time communications is undergoing a transformation from siloed dedicated solutions to become key anchor components within Unified Communications and Collaboration (UC&C) solutions from many vendors, deployed across enterprises and their business networks. To facilitate this performance-sensitive transformation, NET has extended its 20+ years of successful delivery of high-quality mediation platforms into its next generation – the Universal Exchange.

Related UC Vendors: NET

Are You Leveraging the Voice of the Customer Holistically—Across All Touch Points?

By Blair Pleasant October 12, 2010

Recently, Verint added to its UC Analytics offerings with the introduction of “Customer Interaction Analytics,” which speaks to the combination of speech, text, and data analytics and customer feedback surveys. As an element of UC Analytics, Customer Interaction Analytics helps organizations identify and address sales, service, and operational issues based on analysis and intelligence derived from all customer touch points (voice, email, blogs, social media, etc.) across the enterprise.

Related UC Vendors: Verint

Playing “Fantasy UC” – Keys to a Successful Acquisition

By Jim Burton September 15, 2010

When you see all the mergers and acquisitions taking place in the telecommunications industry, do you ever get the impression that some of these companies are playing “Fantasy UC?”

Related UC Vendors: Aastra

UC, Mobility, and CEBP Integration Becoming Primary Purchase Factors For IP Telephony

By Art Rosenberg March 16, 2010

The industry press has been filled with recent reports about Nortel customers being faced with the challenge of having their legacy Nortel phone systems converted to future Avaya systems. However, what Nortel user organizations are really facing reflects what all enterprise organizations are dealing with today. That is, the new role of “intelligent,” software-based IP Telephony as a foundational component of mobile, multimodal unified communications (UC) that integrate with enterprise applications to “optimize business process performance” and effectiveness. Leading telephony system providers recognize that the flexibility of communication interfaces is becoming critical, and they are converging their new IP Telephony offerings with other text-based communications. One example of this is NEC.

Related UC Vendors: NEC

NET Delivers Valuable SIP Phone Options for Microsoft OCS

By Marty Parker March 10, 2010

Network Equipment Technologies – NET – is adding even more value to Microsoft Office Communications Server 2007 R2 (OCS). In addition to the enhancements now available with the NET VXe Series Voice Switches delivered last October, NET will formally announce its new SmartSIP module to support connection of a wide variety of SIP (Session Initiation Protocol) phones to Microsoft OCS. Availability of SmartSIP is expected almost immediately, in April 2010.

Related UC Vendors: NET, Microsoft

Actionable Intelligence Through UC

By Blair Pleasant March 2, 2010

In today’s economic climate, information has never been more critical to business – information about customers, employees, and about how processes are working or not working. In fact, the very success of an organization can often be tied to how much information it collects and, more importantly, how well it analyzes this information for key trends to drive its business forward.

Related UC Vendors: Verint

Our Views on the Avaya-Nortel Roadmap

By Blair Pleasant February 1, 2010

In a recent podcast, the UCStrategies team weighed in on the Avaya road map and what the Avaya acquisition of Nortel means for the end-user community, the Nortel customer base, and the Nortel channel partners.

Related UC Vendors: Avaya, Nortel

Interactive Intelligence Moves Toward CaaS for Contact Center Automation

By Jon Arnold January 4, 2010

The trend toward SaaS–Software as a Service–has been strong all year long, and has evolved to the point where we now have an acronym of particular relevance to Unified Communications. That term is CaaS–Communications as a Service–and Interactive Intelligence Inc. has been quick to embrace it.

Related UC Vendors: Interactive Intelligence

NET Set to Simplify Microsoft OCS Deployments

By Marty Parker October 2, 2009

UCStrategies.com got a preview of a new version of the new NET VX Series enhancements due out in early Q4 2009. In summary, this is a real deployment simplification, with some total cost of ownership (TCO) savings thrown in. It’s certainly worth a look for any company planning or expanding their Unified Communications (UC) deployment using Microsoft Office Communications Server.

Related UC Vendors: NET

Talking About Expert Agents

By Blair Pleasant September 29, 2009

Recapping the forum discussion on Expert Agents and UC - what are the issues, challenges, and how can companies overcome them.

Related UC Vendors: Aspect

Aspect’s Unified Communications Deployment – What Others Can Learn

By Blair Pleasant August 3, 2009

I recently had the opportunity to speak with Jamie Ryan, CIO of Aspect, about Aspect’s experiences with unified communications, particularly Microsoft OCS. As you probably know, Aspect has made a major push into the world of UC both as a

Related UC Vendors: Aspect, Microsoft

IPA Video

By Jim Burton July 2, 2009

Jim Burton2009 07 02

Related UC Vendors: Interactive Intelligence

The US Market for Fixed Mobile Convergence and Mobile Unified Communications

By Michael F. Finneran April 30, 2009

The enterprise telecommunicationsmarket is in the midst of a fundamental restructuring in terms of technology,applications, and market participants. The technology shift has come about fromthe migration to IP based solutions for voice and video in combination with themerger of previously

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How to Build an Early Warning System

Mitel Goes Deep on Mobility

Making the Cloud Mobile and Manageable

Considerations for Cloud-Based Contact Center Solutions

Siemens OpenScape UC Suite 2011 – Eight Simple Words to UC Simplicity

NET’s Universal Exchange (UX) a Next Generation, High Performance, Mediation Platform for Real-time Communications

Are You Leveraging the Voice of the Customer Holistically—Across All Touch Points?

Playing “Fantasy UC” – Keys to a Successful Acquisition

UC, Mobility, and CEBP Integration Becoming Primary Purchase Factors For IP Telephony

NET Delivers Valuable SIP Phone Options for Microsoft OCS

Actionable Intelligence Through UC

Our Views on the Avaya-Nortel Roadmap

Interactive Intelligence Moves Toward CaaS for Contact Center Automation

NET Set to Simplify Microsoft OCS Deployments

Talking About Expert Agents

Aspect’s Unified Communications Deployment – What Others Can Learn

IPA Video

The US Market for Fixed Mobile Convergence and Mobile Unified Communications

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