First-Call Resolution

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April 27th, 2006

Why it matters most, how to measure it and improve it!
By Mike Desmarais, President, Service Quality Management Group

While call center managers are generally aware of first-call resolution (FCR) as a measure of call center performance, most call center managers still do not fully understand FCR´s real impact on their call center and organizational performance. In addition, most call center managers struggle with how to measure and improve their FCR performance. Service Quality Management (SQM)´s assessment is based on its 2005 benchmarking study of over 250 leading North American call centers, in which SQM surveyed over 200,000 customers who called a call center and surveyed 18,500 employees who work in a call center. This paper is designed to explain why FCR matters most for impacting a call center´s performance. Also, SQM shares methods on how to measure and improve call center FCR performance.

HiPath ProCenter Enterprise V7.0 Contact Center Launch

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April 27th, 2006

Empowering the Enterprise to Drive First-Contact Resolution
By Siemens Communications

This presentation provides detail on the new Siemens HiPath ProCenter Enterprise V7.0 contact center. In it you´ll find Siemens´ approach to multimedia-enabled presence and collaboration tools, ?¬¢‚Äö√ᬮ?√¨a la carte" modular options, pre-built certified CRM integrations for Microsoft CRM, Siebel, SAP, visual workflow-style interface for new Web Collaboration and Multi-site Networking, integration with SIP-based HiPath 8000 and a unified application base with seamless upgrade path.

Siemens´ Al Baker on Contact Centers At the Heart of a New Communications Revolution

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April 27th, 2006

Nick Lippis interviews Al Baker of Siemens on how IT departments are looking to mold, shape and inject communications into business process. IT departments are starting to view contact centers as the starting point to link communications directly into a wider set of business applications, increasing productivity and creating competitive differentiation. Al discusses these dynamics in the context of Siemens´ new HiPath ProCenter Enterprise V7.0 contact center offering for the SME and mid-large enterprise markets. This is one of the best episodes we have done and the studio-quality audio is excellent. It´s a great listen with great content.

Alcatel & Lucent Merger Discussion with Zeus Kerravala, Scott Bradner and Nick Lippis

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April 26th, 2006

Zeus Kerravala, VP of Yankee Group’s infrastructure research and consulting and Scott Bradner, University Technology Security Officer, Harvard University join me as we discuss the structural changes taking place which are shaping a new telecommunications industry. Kicked off by a discussion on the pros and cons of the Alcatel and Lucent merger the talk then twist and turns into a discussion on Google, Microsoft, Vonage. legislative initiatives, mobile and wireline usage. We end with a vision of the emerging telecommunications industry. It is a fascinating talk.

ProCurve Networking by HP Makes Its Most Significant Product Announcement To Date

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April 25th, 2006

Nick Lippis interviews Andre Kindness, ProCurve Networking by HP on their largest product announcement to date. In this podcast I ask Andre to give us the bottom line on their new 5400, 3500, 6200 and 10 Gb modules for their 8100 core switch. One of the key points here is the integration of Power of Ethernet, network security and enhanced mobility features built into their 3rd generation of ProVision ASCI. As usual I give my take on the announcement at the end of the podcast.

15 Minutes to Complete Data Protection

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April 18th, 2006

CipherOptics, the leaders in protecting data in motion offers a strategy for data encryption as it propagates throughout a network. Many corporations do not recognize the vulnerability that exist in using unsecured public transport services such as MPLS, frame relay, broadband etc. In short, data or intellectual property is unprotected as it leaves the corporate LAN over wide area transport and can be compromised. In this white paper learn the best practice of data encryption.

The Lippis Report Issue 56: Hosted IP Telephony Shows Huge Economic Promise

April 14th, 2006

In Lippis Report Issue 54: The Hybrid Public/Private IP Telephony Model, I introduced the option of deploying hosted IP telephony (HIPT) for remote offices while large facilities tend to keep their deployments private. The public/private decision usually comes down to control versus cost. The more control an IT department requires over its IP telephony implementation the higher the cost.
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Alcatel + Lucent = Bay Networks

April 4th, 2006

The Alcatel and Lucent merger was announced while we were preparing this edition of the Lippis Report. It only makes sense that as the service provider market consolidates so too does the industry supply chain. The service providers have gone through bankruptcy and consolidation phases over the last five years. With service providers focusing around broadband, enterprise customers and mobility further consolidation is very likely. With a smaller number of more powerful buyers of telecommunications equipment it´s only natural that there will be a smaller number of equipment vendors. Which brings us to Alcatel and Lucent.
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Sid Nag, CEO of Prominence Networks, on QoS in Mixed Vendor Converged Networks

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April 4th, 2006

Nick Lippis interviews Sid Nag, Founder, President and CEO of Prominence Networks www.prominencenet.com. We discuss the problem most IT organizations are having with quality of service (QoS) configuration, maintenance and troubleshooting over IPBPXs, routers, switches, WAN services, etc. In short QoS is a tedious, time consuming and expensive process that eats up operational dollars. Prominence is offering its Clear Call Controller and Director which automates QoS configuration so that your users have an excellent voice and video experience over a converged network. It’s a great podcast for any organization serious about delivering high quality real time services over an IP network.

Next Generation Business Communications Applications

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April 4th, 2006

This white paper delivers a position on how communications will be molded, injected and programmed into business process thanks to Web Services/SOA and SIP. It describes how convergence is now occurring at the applications layer with the integration of telephony and IT development platforms. It identifies the massive trends taking shape and their implications for the vendors, IT and telecommunications.

Securing Business Processes

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April 4th, 2006

This paper discusses structured and unstructured business processes and the strategies you can employ to secure workflows. The eight new scenarios of business process are presented with their associated workflow attributes and vulnerabilities. Lippis then discusses network based automated mitigation and secure domains as two key strategies to close the vulnerability gap found in most organizations.

Best Practices for Protecting Network Data

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April 3rd, 2006

If you care about protecting data as it flows throughout your network, then you should read this best practice whitepaper from CipherOptics, the experts in encryption appliances. The paper provides practical advice for encrypting data without the problems of latency and throughput that hamper IPSec solutions at 100M and 1Gb speeds.The Transparent In-Line Encryption Architecture or (TILEA) encryption architecture is reviewed and explained. It´s a quick read too.

Foundry Network’s New ServerIron GT 10Gx2 and E 10Gx2P

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April 3rd, 2006

I interview Gopala Tumuluri of Foundry Networks on their ServerIron GT 10Gx2 and E 10Gx2P. These high performance switches are designed for IP data center applications in the enterprise and service provider markets. They sport Foundry’s Traffic Works software which includes layer 2, 4, 7 plus SSL acceleration, load balancing, security features and more. I give my take on the announcement at the end of the podcast. Enjoy.

The Lippis Report Issue 55: IT Managers Poised To Take Over Communications Purchasing Responsibilities

April 3rd, 2006

In Lippis Report Issue 51 I wrote about how web services & SOA are redefining the IP telephony landscape. In short, those suppliers who embrace web services as an application development platform will be better positioned than those who don´t. But the shear fact that web services are becoming part of the communications application environment will send shock waves across the industry, disrupting every facet of how communications support and enable business. One of those waves will hit IT, networking and telecommunication departments shortly, and it´s a tsunami.
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