White Papers

White Papers

A selection of white papers available on the site from analysts and select vendors.



Workforce Optimization in the Cloud – The Next Frontier for WFO

By KnoahSoft November 3, 2014

Adoption of cloud-based applications such as telephony, CRM, chat/IM, and email has been growing rapidly, as companies reap the many benefits of the cloud. When it comes to your contact center, are you willing to risk your most important customer-facing asset to the cloud?

Read More »


Related UC Vendors: KnoahSoft

3 Best Practices for Video Conferencing, Streaming media, and Webcasts

By Yorktel September 5, 2014

Among all the communication mediums marketers have to choose from, there’s one fact that cannot be ignored: video content – including curated user-generated video and original branded content – is exploding across the internet.

Read More »


Related UC Vendors: Yorktel

A Primer on Federated Communications

By Yorktel September 5, 2014

Enterprises are increasingly viewing federated communication as a strategic business decision, providing business benefits such as the ability to securely communicate with parties outside of their enterprise, achieving increased productivity and collaboration, customer satisfaction, and others.

Read More »


Related UC Vendors: Yorktel

3 Things You Need to Know About WebRTC

By Yorktel September 5, 2014

The video communications industry is on the verge of a major shakeup. Understanding WebRTC (real-time communication) is essential to understanding how this trend will affect your organization.

Read More »


Related UC Vendors: Yorktel

Open Visual Communications Consortium

By OVCC January 22, 2014

This paper describes the OVCC organization, its purpose, and how it is addressing the B2B communications challenges and enabling businesses to open the door to faster decision-making, easier, more productive collaboration with partners and customers, streamlined supply chain management, and game-changing applications in education, healthcare, government and business.

Read More »


How do you manage your video facilities?

By Dimension Data January 16, 2014

The field of unified communications and collaboration (UC&C) covers an enormous span of technologies. These require some level of specialisation in their deployment, and, particularly, in the way they’re configured and run, in order to deliver what the organisation needs from them.

Video is the latest case in point. No longer a mysterious novelty used only by the technological elite, video is gaining round as the most wanted communication tool in the enterprise. With this rise in popularity comes visibility. Executives, IT, vendors and lients expect enhanced communications, including video capability. Executives are watching closely to uncover the return on investment; IT eams are wondering how they’re going to support it; while employees are asking for more and more options.

Read More »


Related UC Vendors: Dimension Data

Putting the YOU in Unified Communications

By Dimension Data January 16, 2014

Today, we have more tools for communicating and collaborating than we have ever had before but we need to learn to use them properly. To the  raditional face to face meeting and telephone call, we have added tools such as e-mail, instant messaging, text messaging, audio conferencing, document management, desktop sharing and videoconferencing, to name a few. The challenge now is to ensure that these tools are properly exploited to deliver the best possible outcomes for the organisation. 

 

Read More »


Related UC Vendors: Dimension Data

Who Should Win the Collaboration Tug of War

By Dimension Data January 16, 2014

When we think of collaboration in an organisation, it’s not a term we immediately associate with technology. Collaboration is about the sharing of information and ideas among the right people within their various roles. It’s a human process, with the potential of being enhanced by technology. From this perspective, it’s no wonder that control over which technology to use for these purposes has gradually slipped from the grip of the organisation, and become a more user-centric choice. Yet, Neville Cousins – Group Technology Director at Dimension Data – believes the time is ripe for IT organisations to take on a more proactive decision-making role again, a shift necessitated by the current climate of consolidation and rationalisation in the broader industry.

Read More »


Related UC Vendors: Dimension Data

A New Approach to Business Process Automation White Paper

By Interactive Intelligence October 31, 2013

Learn why Communications-Based Process Automation is different in this white paper, by Don Brown, CEO, Interactive Intelligence.

Read More »


A Hybrid Approach to Cloud Communications White Paper

By Interactive Intelligence October 31, 2013

Combine the best of cloud services and on-premises infrastructure, by Don Brown, CEO, Interactive Intelligence.

Read More »


HP Converged Systems RA for Microsoft Lync Server 2013 Mid Market (2500 User) - White Paper

By HP August 28, 2013

This project presents a starting point for the customer wishing to deploy Lync Server 2013 and provides the outcome of functional and performance testing. The functional testing ensures that the components are able to work together as envisioned and the performance testing ensures that the solution is capable of supporting 2500 users with the desired features. Using this reference architecture as a guide, a customer can accelerate their design and implementation for Lync Server 2013 as part of an overall Microsoft UC strategy.

Read More »


Related UC Vendors: HP

Enabling Resilient, Secure and High Availability Voice Services in Microsoft Lync Deployments

By Sonus May 16, 2013

SBCs for Increased Enterprise Voice Security and Resiliency

Read More »


Related UC Vendors: Sonus

SIP-to-SIP: The Interop Dilemma (and How You Can Fix It)

By Sonus May 16, 2013

While SIP interoperability will remain an issue for the foreseeable future, the solutions discussed in this paper are designed to effectively mitigate those issues and deliver on the promise of any-media, any-device communications. Network operators simply need to look for SIP products that reflect the reality of SIP interoperability and provide flexible, reliable methods for SIP translation between networks and network devices.

 

Read More »


Related UC Vendors: Sonus

Unlocking SIP's True Potential With Session Management

By Sonus May 16, 2013

The industry-wide acceptance of SIP has laid the foundation for blended voice/data/video networks at a physical level, but a new SIP session management layer is required to tie these elements together at an experiential level. Going forward, holistic SIP session management will be the key to generating sustainable subscriber revenue in a Cloud-based economy, retaining customers and capitalizing on Unified Communications.

 

Read More »


Related UC Vendors: Sonus

Five Ways for SMBs to Succeed Using Unified Communications

By Plantronics August 1, 2011

SMBs need to carefully evaluate the solution that best meets their needs based on their business requirements and what they’re trying to accomplish. The key is to find a solution that is simple, reliable, and cost-effective.

Read More »


Related UC Vendors: Plantronics

Reaching Inward to Improve Customer Service

By Aastra April 13, 2011

"First call reolutions is the key to dramatically improving customer services while driving operational costs down."

Read More »


Related UC Vendors: Aastra

Lync 2010 and the SBA White Paper

By Dave Michels April 6, 2011

What sets Lync apart is how it integrates its tools together and with other Microsoft solutions. The user experience centers around the Lync 2010 client which offers four intuitive tabs; Contacts, Conversations, Activity Feeds, and Phone. Each tab provides presence and communications information with different perspectives. The Lync 2010 solution offers numerous significant upgrades to OCS R2. Potentially the biggest being the design and architectural improvement for branch office connectivity via the new Survivable Branch Appliance (SBA).

Read More »


Related UC Vendors: AudioCodes, Dialogic, HP, Microsoft, Sonus

The True Cost of Legacy Voice Mail

By Blair Pleasant October 26, 2010

In an effort to understand the costs of maintaining and supporting legacy voice mail systems, COMMfusion LLC conducted a study to identify the quantifiable costs of maintaining and supporting legacy voice mail systems. The results are surprising. 

Read More »


Related UC Vendors: Microsoft

Success with Remote Agents – Is Not so Remote

This paper provides new insights to help you weigh the option of using remote agents, discusses best practices, and takes a look at new agent capabilities that are impacting the remote agent model. In addition, it includes detailed case studies of companies that have successfully deployed remote agents. 

Read More »


Related UC Vendors: Interactive Intelligence

Unified Communications ROI for Microsoft Office Communication Server 2007 Summary

By Microsoft December 19, 2008

Microsoft Office Communications Server 2007 delivers new functionality that can improve how your business or government enterprise operates. These improvements have the potential for a very attractive return on investment (ROI). This paper outlines the major areas where the Office Communications Server 2007 produces substantial ROI.

Read More »



UC Summit 2013 UC Alerts
UC Blogs
UC ROI Tool RSS Feeds