UC Expert Views - Page 7

UC Expert Views

To help you make informed decisions about Unified Communications technologies, UCStrategies provides articles, viewpoints, and a cornucopia of information from the industry's leading analysts and consultants, chosen for expertise in their selected areas to help you better understand the dynamic UC arena.



Exploiting the Efficiencies of Consumer Mobility in Accounts Receivable Management

By Art Rosenberg July 22, 2013

With the rapid consumer adoption of new smartphones and tablets, there are now new opportunities for supporting ongoing and late payment management through direct, more timely and efficient interactions with consumers.

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Related UC Vendors: Interactive Intelligence

Contact Centers – the Next Cloud Frontier

By Jon Arnold June 11, 2013

To be effective, contact center managers must be free to focus more on delivering a great customer experience than all the technical challenges for managing the network and communications applications. With these changing priorities, cloud-based contact center solutions are gaining more attention and adoption. One of the companies that have been on the front lines is Interactive Intelligence, an early mover with their CaaS – communications as a service – contact center platform.

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Related UC Vendors: Interactive Intelligence

The Cloud as the Great Equalizer for Small Contact Centers

By Blair Pleasant May 8, 2013

Most contact center products are aimed at medium or large organizations that have more financial resources and staffing resources needed to invest in these products. While there have been more products introduced in the past few years aimed at contact centers with under 100 or 200 agents, the options for businesses with fewer than 50 agents have been limited. Enter, the cloud. The cloud is becoming the great equalizer for small contact centers, providing a way to get the functions and capabilities needed, but at a relatively low price point.

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Related UC Vendors: Interactive Intelligence

AudioCodes “Owning” the Lync Solution

By Marty Parker January 16, 2013

This week, AudioCodes made a significant move to streamline and simplify acquisition and deployment of Microsoft Lync when they announced AudioCodes One Voice for Microsoft Lync (or simply “One Voice” in this article).

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Related UC Vendors: AudioCodes

How to Avoid the Unified Communications Pilot Trap

By Blair Pleasant January 16, 2013

By providing access to not only a set of integrated network elements needed for a Lync deployment, but services such as network assessment, network planning, optimization services, etc., AudioCodes hopes that customers will be better prepared before doing Lync deployments, increasing their chances of success.

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Related UC Vendors: AudioCodes

Time For Channel Partners To Exploit Big Opportunities With Multi-modal Interaction Centers

By Art Rosenberg November 12, 2012

Every organization that provides any form of service to consumers must rethink their perspectives of customer service interactions and related technologies and are prime candidates for new, multi-modal interactions with customers. Mobile smartphones and tablets have, in effect, expanded the ability of consumers to have personalized, direct control of their services, access to information, and flexible interactions on-demand with their service providers.

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Related UC Vendors: Interactive Intelligence

Filling Lync’s Gaps

By Dave Michels July 18, 2012

Just like Exchange and other enterprise applications, there are server components and desktop clients, but with Lync there is a need for middle parts. Critical parts that complete the Lync puzzle. Microsoft itself is agnostic about how these parts get addressed, and several options exist. But, few vendors have taken as comprehensive approach as AudioCodes.

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Related UC Vendors: AudioCodes

Telephony And Collaboration Vendors Join In The “UC- Enabled Contact Center”

By Art Rosenberg April 30, 2012

The bottom line for “unified communications” (UC) is to support individual end user needs to communicate flexibly and efficiently, using all forms of contact with both people and with automated business process applications. This need is particularly pressing for traditional

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Related UC Vendors: Interactive Intelligence, IBM

Network Equipment Technologies’ Half-Time Adjustment

By Russell Bennett April 16, 2012

Fans of the National Football League are very familiar with the concept of the "game plan adjustment" in the locker room at half-time. Network Equipment Technologies (NET), the vendor of innovative security and interoperability devices for unified communications (UC) has just undergone a half-time adjustment. Last week they announced the retirement of their CEO, Nick Keating, and a workforce reduction. Having had a strong relationship with NET for a number of years, I spoke to Matt Krueger, VP of Marketing and Business Development, and Kevin Isacks, Chief Development Officer, to catch up on what had happened and where NET was headed.

 

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Related UC Vendors: Sonus

Cloud-Based Services Can Increase Business Flexibility and Responsiveness

By Marty Parker March 21, 2012

It’s been interesting to watch the term “cloud” evolve from the usual “bubble” on a whiteboard representing the public switched telephone network (PSTN) to the current all-encompassing meaning of a resource-optimized deployment of any application across locations in the network. Actually, “cloud” is just a buzz-word for what is really known as Software-as-a-Service (SaaS) and Communication-as-a-Service (CaaS).

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Related UC Vendors: Interactive Intelligence

Interactive Intelligence - Cisco Integration

By Michael F. Finneran February 13, 2012

With the complexities of call routing and skills management, the contact center sits at the convergence of telecommunications, marketing, and the specialized skills required to build those customer-winning relationships.

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Related UC Vendors: Interactive Intelligence

Interactive Intelligence Lyncs the Contact Center for Customer Experience

By Blair Pleasant February 7, 2012

According to the 2011 Customer Experience Impact (CEI) Report by Harris Interactive, by improving the customer experience – even slightly – companies can see significant increases in revenue. This begs the question, if such revenue is so highly influenced by mere percentage point shifts in customer satisfaction scores, shouldn’t companies be doing every little thing they can to increase their chances of positively influencing that score?

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Related UC Vendors: Interactive Intelligence, Microsoft

AVST Debuts AVST Mobile

By Michael F. Finneran November 14, 2011

Unified Messaging/Unified Communications vendor AVST has introduced mobile clients for the Apple iOS and Android smartphone platforms called AVST Mobile along with the new CallXpress Release 8.2. 

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Related UC Vendors: AVST, Avaya, Cisco, Unify, Mitel, Alcatel-Lucent Enterprise, ShoreTel, Microsoft

Back to Basics Before Going Social

By Blair Pleasant October 17, 2011

As social media gets all of the attention these days, it’s important to understand why customers are turning to social media for customer service and support. If you’re not servicing customers properly through the channels they are more likely to use today, adding social media won’t be enough.

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Related UC Vendors: Interactive Intelligence

Social Media in the Contact Center: Hype or Strategy?

By Nancy Jamison October 11, 2011

Now is the time to determine if the use of social media as a contact center channel is hype or the right strategy for your company.

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Related UC Vendors: Interactive Intelligence

AudioCodes Meets the Complex Needs of Connecting UC Solutions

By David Yedwab March 2, 2011

AudioCodes provides important “glue” to make UC deployments successful. Its rich technology heritage and commitment to channel sales as well as becoming part of leading edge new solutions such as Microsoft Lync and Skype Connect show a smart company well positioned to assist the UC market grow in size, success, breadth and depth.

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Related UC Vendors: AudioCodes

Solution Review: Network Equipment Technologies UX2000

By Russell Bennett February 24, 2011

Most IP-Telephony Gateways are based on generations of architecture that were designed before production UC systems became available, so they are based on outdated assumptions of the requirements of ‘IP telephony.’ Starting in early 2006, Network Equipment Technologies (NET) provided the gateways for the pre-production versions of Microsoft’s Office Communications Server (OCS) 2007 being deployed in Microsoft’s own corporate network. The NET engineers took that experience and started designing a new gateway architecture on a blank sheet of paper: the output of that work is the UX platform. A cornerstone of this approach is the ability to remotely monitor and manage a vast array of gateways via a web interface. 

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Related UC Vendors: Sonus

It's Time to Take UC Off Hold

By Dave Michels February 21, 2011

Although we still largely speak the way we did 100 years ago, communications have evolved way past voice. Communication vendors, and their customers alike, now consider voice communications only part of the communications puzzle. At first, it was up to the customer to bolt together various components such as IM and presence into a broader communications strategy. Individual employees smuggled consumer tools into the office, which introduced support and security concerns. Then the vendors offered extended suites with optional feature components, creating a UC menu. Finally, vendors now are offering UC as a base solution. Case in point,  the recently announced OpenScape UC Server Enterprise offering from Siemens Enterprise Communications.

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Related UC Vendors: Unify

SEN: Can you See Me Now?

By Dave Michels February 16, 2011

There are organizations that seize the simultaneous revolutions in mobility, broadband, cloud, and the web as an opportunity to create a new communications reality - one where communication and productivity are not limited to offices or office hours, where teams are frequently geographically distributed, and where conversations involve more than just voice.

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Related UC Vendors: Unify

Siemens OpenScape UC Suite 2011 – the Customer Speaks

By Jon Arnold February 2, 2011

The key takeaway is to show that the value proposition of Unified Communications is as wide as the uses customers find for it. These case studies provide three very different examples as to how businesses are getting value from various aspects of OpenScape UC Suite 2011.

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Related UC Vendors: Unify

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