Compare Call Center Software

Computer Telephony Integration : Messaging Limitations

Computer Technology Integration currently exists as a discipline of technology that remained in a silo for many years, isolating it from the rest of enterprise technology. The negating factor is economies of scale due to the loosely coupled components known as adjuncts that give us the ability to produce service offerings for the business such as call recording, data-rich screen-pops of customer information, predictive outbound dialing, and intelligent call delivery to geographically dispersed groups of call center agents. The concept of a phone switch such as a Central office (CO), private branch exchange (PBX), or Automated Call Distributor (ACD) refers to a highly concentrated collection of phone lines that connect two or more people to facilitate a phone call. Today’s contact centers rarely scale over 500 agents per PBX. The limiting factor is the CTI technology that provides the event driven messaging to the call center adjuncts. This method of delivering the CTI message originally started out as a 9600 Baud serial stream which adapted to a socket based IP stream that delivers the same data with an equivalent throughput due to message queuing restrictions of the switch fabric. The major limitation that exists with the current environment is the delivery of messages between adjuncts and the PBX.

The emerging technology of Session Initiated Protocol (SIP), delivers itself in a messaging format similar to email and DNS.

Voor verdere informatie kunt u contat opnemen via www.voicetec.nl of via +31 20 8910400
Video Rating: 0 / 5

Product presentation of GAdvance Agent Desktop (voicint.com

Contact Centre Solutions by Avaya and Digital Signage by Symon Dacon

Comstor to Distribute Cisco Unified Computing System Worldwide, Ushering in New Data Center Opportunities for Resellers

TARRYTOWN, NY–(Marketwire – November 2, 2009) – Westcon Group, Inc., the leading specialty distributor in networking, convergence, security and mobility, today announced that its Comstor Worldwide organization will distribute the groundbreaking Cisco Unified Computing System (UCS) solutions to qualified channel partners around the world. Comstor will deliver the Cisco UCS solutions to mid-market-oriented Cisco channel partners, supporting them through its solutions programs and advanced training opportunities.

Cisco’s new UCS platform offers many operational benefits, especially for mid-market companies looking to decrease their IT hardware footprints and power consumption. Cisco UCS integrates network, computational, storage access and virtualization elements into a single cohesive system — resulting in simplified system management, higher performance and greater availability.

Bill Corbin, executive vice president, Comstor Worldwide, commented: “Cisco’s UCS is another example of how Cisco is driving opportunity in the channel by introducing disruptive technologies. The Unified Computing System, which integrates seamlessly into existing data center environments, has already proven to deliver tangible business benefits while lowering operational costs. Comstor Worldwide has the global infrastructure and networking knowledge to fully support Cisco’s ambitious undertaking — which we fully expect will result in market opportunities in the virtualization and data center markets.”

Dave O’Callaghan, vice president of distribution, worldwide channels at Cisco, commented: “As one of our global distribution partners, Comstor has an important role to play in the successful rollout and adoption of our virtualization and data center technologies. Our mutual channel partners will benefit as Comstor Worldwide aligns its global operational infrastructure and becomes a proactive ambassador of Cisco Unified Computer System solutions.”

“We recognize that virtualization and unified computing technology represent the next frontier in data center efficiency,” said Patrick Vardeman, vice president and general manager of Houston-based Accudata Systems, Inc. “As a distributor, Comstor has always been an early adopter and an enabler for our business. They have the reach, infrastructure, knowledge and established best practices to help us capitalize on the very real market opportunity that the Cisco UCS infrastructure represents.”

Comstor Worldwide will be introducing robust programs and services offerings around Cisco’s UCS solution platform over the coming weeks and is currently developing sophisticated global training centers to accelerate regional market penetration. Cisco-focused resellers looking for more information on UCS should contact their local Comstor sales representative.

About Westcon Group

Westcon Group, Inc. is the leading specialty distributor in networking, security, mobility and convergence for leading technology vendors, including Cisco, Nortel and Avaya, Inc. Through its Westcon, Comstor and Voda One business practices, Westcon Group sells products and services to resellers, systems integrators and service providers. Westcon Group has particular expertise in the convergence of voice, data and video applications and technologies, including voice-over Internet protocol, or VoIP, security for networking and communications systems, remote access, Internet and e-business, virtual private networks, videoconferencing and wireless connectivity. For more information, visit www.westcongroup.com.

Avaya Business Partner Cross Telecom Offers High Quality Training at Cross University

<!– @page { margin: 2cm } P { margin-bottom: 0.21cm } –>

An essential ingredient to success in the ever-changing communications industry is high-quality training from a reliable source. Any company that works directly with a leader in the industry is undoubtedly the best source from which to learn. Cross Telecom is an Avaya business partner, and Avaya is a global leader in enterprise communications systems. This relationship has established Cross as a trustworthy source of high quality training for those aspiring to do well in the industry.

As an Avaya business partner, Cross Telecom focuses its training on the communications solutions supported by Avaya. The systems and methods are developed and then taught by the industry professionals, so you can be assured that training will provide you with information and tools necessary to stay on top. Do you want to exceed your goals? Try Cross Telecom’s professional training program: Cross University.

Cross University is developed and provided by the highly skilled and experienced Cross Technical Team. The training applies a blended approach to education with live classes, hands-on training, and online courses. This is designed to maximize the control you as the student will have over your learning experience. If you’re looking to get trained quickly, you can sign up for all three and be done sooner than you expected. If book-learning isn’t your thing, then the hands on classes will help you retain some of that technical information that normally eludes you. If your schedule is extremely hectic, then you can focus on the online classes and learn at your own pace.

Recently, Cross expanded into a new 82,000 square foot facility in Bloomington, MN that showcases a Briefing, Training and Demo Center. The building is fully equipped with the latest in communications technology and cutting-edge tools for students.

Cross University Online

Cross University Online is designed to supplement on-site training. Cross University Online is a special learning management software program that brings together and organizes everything you need for your learning experience. From a simple list on the left side of the screen, you can quickly review your history and training recommendations.

The training recommendations are based on your current job function, and will notify you of what classes you’ve already completed, and which courses you still need to satisfy your recommendations. The enrollment and review options are the same as in the Courses tab.

From there you can enroll into any live or online courses and apply for tuition reimbursement. Since Cross is an Avaya business partner, their online courses include a vast catalog of administration tips and tricks for Avaya systems, technology, and applications.

The total package for Cross University Online gets you:

On-demand training with unlimited access for the length

of your subscription.

Video training from Cross University instructors and Cross

certified experts.

Over 35 hours of instruction in a searchable catalog.

Over 70 learning modules added per year.

By providing a complete portfolio of Voice, Data, IP Telephony, Wireless, CrossNet Maintenance and Support, Professional Services and Cross University, Cross has defined itself as a complete, end-to-end integrator of converged technologies nationwide. Having one of the largest and most experienced technical teams within the industry, Cross delivers business transforming communications solutions that will create a distinct competitive advantage for our customers. For award winning customer service on Avaya telecommunication products, contact Cross Telecom to meet your needs.

Find More Avaya Contact Center Articles

CCC Technologies helps businesses nationwide overcome challenges through converged communication and security solutions. Our evolution and focus on technology has allowed us to keep pace with the bleeding edge of the industry, ensuring our customers remain competitive and benefit from operating efficiencies. We recognize the importance of choosing a dependable partner for the security and support of your most mission-critical applications. For more than 25 years, CCC Technologies is proud to be one of the top solution providers in the country. In order to provide unparalleled service, CCC has invested not only in best-of-breed infrastructure, but also in our associates, as shown by our extensive field experience and industry recognized certifications.
Video Rating: 0 / 5

Avaya Call Center Integration and Productivity Demo
Video Rating: 0 / 5

Optimize Your Communications Network With Avaya Aura Delivered By Cross Telecom

<!– @page { margin: 2cm } P { margin-bottom: 0.21cm } –>

In today’s fast-paced business world, the last thing a company needs is to be slowed down by their communications network. After all, isn’t technology supposed to make communication faster, easier, and more seamless? Avaya Aura™ builds on the success of earlier Avaya products and makes complex communications networks easy, reduces infrastructure costs and quickly delivers voice, video, messaging, presence, Web applications and more to employees anywhere.

Avaya Aura has useful updates including new capabilities to Communication Manager and session management that enables multi-vendor hardware and software to communicate across the enterprise network. Avaya Aura carries out these communications applications and systems by decoupling applications from the network so services can be deployed to users depending on what they need rather than by where they work or the capabilities of the system to which they are connected. Avaya Aura supports single cross-enterprise dial plans and centralized administration, reducing operating costs and speeding up rollouts of new applications. New aggregated presence features and the inclusion of Avaya one-X® Unified Communications interfaces allow businesses to take full advantage of unified communications application and solutions. Avaya Aura also provides the real-time communications software foundation for unified communications and contact center solutions, which is a key enabling layer in the Avaya architecture.

Solutions from Avaya are based on an open, flexible reference architecture that enables a multi-vendor approach to integrating communications. Avaya leverages a layered architecture to meet immediate business needs, while providing a path to future capabilities. The architecture emphasizes end-to-end management, security and serviceability, and enterprise-wide reporting and analytics. Avaya Aura promotes collaboration and interaction applications that are delivered to all users, workers, service agents, managers and executives.

The core communication services of Aura provide the real-time foundation for all sizes and types of customer solution, from less than 100 users to as many as 36,000 users on a single system and to over a million users on a single network. The core communication services also include rich IP and video telephony, branch solutions, enterprise-wide SIP session management, multi-vendor presence aggregation, application enablement, end-to-end compatibility, high availability, Hardware and design flexibility, and management, support and remote monitoring.

Cross Telecom is an Avaya premier, National Platinum Business Partner and Business Partner of the Year award winner and Cisco Silver Certified Partner. By providing a complete portfolio of Voice, Data, IP Telephony, Wireless, Avaya maintenance, CrossNet Maintenance and Support, Professional Services and Cross University, Cross has defined itself as a complete end-to-end integrator of converged technologies nationwide. Having one of the largest and most experienced technical teams within the industry, Cross delivers business transforming communications solutions that will create a distinct competitive advantage for their customers.

Related Avaya Contact Center Articles

The New Frontier ? Your Call Center as a Social Media Outpost

If you are like me and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers to view road schedules.  But what business opportunities are there around Social Media, and how do you integrate it into your contact center; to be a media, marketing or contact center channel for interaction?  

Social Media offers consumer and business-to-business companies the opportunity to connect and communicate every day and get involved in the lives of people that either use their products or services, or might one day. This is a body of people that want to be seen, heard and recognized that have needs, wants and desires, and are computer savvy, often with a high degree of disposable money, and time to chat, video, blog, or write articles (like this one). They are willing to spend the time to speak out, or shout out and be heard. Social media levels the playing field, as anyone can create bad press, say nasty things, but in social media everyone can jump in and create a consumer affairs disaster.

Social media can play a leading role as a direct channel to listen in, have a conversation and guide the discussion; good, bad or ugly. But having the right team, tools and timing is essential, as you have to be involved every day to listen, be present and “be in” the conversation.  I believe that the contact center environment is an ideal place for this to happen. Agents can outreach and act as a “social media outpost” casting their net to capture conversations, hear, and deal with hearts, minds and problems and people that impact your business products or services.  Problems are inherent, in any business and it is essential that you are diligent in addressing and resolving them. Using a contact center as a “Social Media Outpost” is a good strategy to address concerns, bad press or consumer affairs issues that can plague the best brand management strategy.

To create or bring on a Social Media Outpost, with the right people, process and technology, it is essential to establish a set of rules, to help guide this new conversation and interaction channel. Internet Protocol (IP) and Voice Over IP (VoIP) have enabled multimedia channel support synergies that connect many people over the web. Some systems are proprietary, and others are open source. There are many websites featuring vendors like Skype, Broadsoft, which have incorporated click-to-call buttons for making calls to contact centers. A visit to companies like Dell, Continental Airlines, Sears, will reveal that this technology is mainstream now. On the open source side there are things like RSS feeds, tags, and rich media functionality that fuels the technology that underlies the whole gamut of social media. The most fortunate aspect of setting up a Social Media Outpost, whichever way you go, is that much of the set up cost are open source and free.

Facebook has over 200 million subscribers and in 2009 introduced its storefront to every one of the Fortune 500. To further enable the conversation, pioneering work was recently completed by the IT giant Avaya, when it integrated itself with Facebook. Using the Facebook application Facephone, consumers can now interact with a contact center, while in Facebook, and start a phone, video session or IM. The video calls rely on the Avaya Aura Thin Call client, another experimental technology developed by Avaya. When the caller wants to communicate to an agent, they are positioned in a queue to receive a customized hold video. These possibilities are decidedly long term and still experimental in nature. And, then again, if they were available today would customers really use them?  While one part of customer service is very personal, it still remains a service that has a degree of anonymity. Social media on the other hand is all about personality and authenticity. So, as a result, service is evolving along with the nature of customer service. There is no doubt that it will undergo a sea change.

Any contact center has a team of agents to handle calls. For a contact center to work effectively, in tandem with social media, the first thing to be done is to maintain a dedicated team of agents and create a social media outpost. But this in itself will not produce any tangible results. What you really need is to build a framework along with a suitable strategy, with a set of rules and exceptions to help guide the conversation. For this you will have to learn every aspect of social media, tools, and relevant sites to be on the move to the next stage, listen to the conversations, guide the responses and lead with insightful perspectives.

Listening has always been the essence of effective communication. Just by listening, you serve half the purpose of your Social Media Outpost strategy. But in the realm of social media, the process of listening is done somewhat differently. Based on the various facets of your contact center, you need to sweep, scrub and filter the information that is conveyed through your channels of communication. While monitoring such communications, you should trace who is saying what and where. By analyzing the information you will be able to address, refine and guide the conversation. By being present on a social media channel, you listen to your customer and they can be satisfied from every angle.

Find More Avaya Contact Center Articles

In June 2008 Europe’s busiest private hire taxi company approached VoIP.co.uk looking for a high-availability SIP trunk for their contact centre. 12 months later, this is what they had to say.
Video Rating: 5 / 5

Installing Call Manager. One of aseries of videos taken from the DrVoIP.com ShoreTel 8 training. View more of our segments here on YouTube. You can get immediate online viewing access to the complete 15 hours of training, or you can purchase it on DVD, at www.Dr.VoIP.com. 16 of 24
Video Rating: 0 / 5

Overview of the Business Communications Manager Intelligent Contact Center solution and live demonstration of some of the major features and how they work. For more info visit www.trcnetworks.com. Credit chrisnantesnortel
Video Rating: 0 / 5