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By Avaya

Lowering the cost of raising the customer experience is a major imperative for most, if not all, businesses today. As a result, enterprises of all sizes are investing in multi-site contact centers to improve the customer experience and reduce operating costs while addressing redundancy and business continuity.

This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center, whether H.323 or SIP. IP is a critical enabler for multi-site contact centers, providing the underlying technology that enables enterprises to cost-effectively extend their contact centers to locations anywhere around the world "” from regional satellite and branch offices to offshore outsourcers, hosted solutions and at-home agents "” and deliver consistent, high-quality service.

For companies such as ebookers.com and Delta Airlines, contact center migration from a traditional TDM-based environment to IP has had tangible benefits "” typically resulting in enhancements to contact center management, financial management and IT management. In addition to providing a look at how ebookers.com and Delta have successfully leveraged IP in their contact centers, this paper offers a checklist that can help other enterprises determine if IP is a viable solution for their contact centers. Finally, the paper offers insight into the some of the advantages that Avaya brings to the table when an enterprise is considering migrating to or expanding its use of IP in the multi-site contact center environment.

By Cisco Systems

In many enterprises, physical security departments are making a notable transition, from traditional analog and proprietary systems for video surveillance to open, digital solutions based on IP networking technologies. This transition arises from the limitations of traditional systems and the opportunities offered by IP networks for reducing costs, improving surveillance capabilities, and gaining new value from physical security operations. In this white paper, both network and physical security managers can discover:

• Limitations of traditional video surveillance solutions, due to isolated, disparate systems that are not integrated with other network resources
• How network-based capabilities improve the efficiency and flexibility of physical security operations across an enterprise, as well as how video can be linked with other branch applications
• The Cisco® Integrated Video Surveillance Solution for the Cisco 3800 and 2800 Series Integrated Services Routers, which deliver multiple network services in branch offices and other remote sites; and the Cisco Empowered Branch framework, which unifies services at the branch office to reduce operational complexity

Marcus Bost, Chief Information Officer, Adena Health System is my guest as we discuss how Adena is using IP Video to provide neonatal care to its patients in southern Ohio linked to the largest US Neonatology center at Nationwide Children's Hospital 70 miles away. Adena pediatricians are now able to collaborate with Nationwide Children's neonatology experts in full high definition real time IP video to assess and diagnose infants, review CT scans, X-rays and consult with Adena pediatricians on treatment plans. Mr. Bost discusses the above project from both a human condition improvement and economic perspective. We end the talk with a discussion on network readiness and future IP video plans at Adena Health System. If you're developing an IP Video plan then you need to listen to this podcast.

By GreenSpring Partners

The lifespan of digital telephony systems averages 7 to 10 years. This is impressive when compared to other software-based applications that businesses upgrade every few years, such as Supply Chain Management or Accounting applications. Yet there are inevitable and predictable considerations for businesses with TDM systems that last underwent a major upgrade cycle during Y2K. Since they have worked so well in the past, the tendency is to hold on to them for just a little while longer. They are fully depreciated as an investment and for the most part are working well. What's more the choices for moving into the next generation of IP-based telephony systems appear to present risks to the operational stability that many businesses have experienced with their current platforms.

If your business finds itself with one or more aging digital PBXs, you are facing the challenge of deciding when a migration to a new telephony environment makes sense for your specific business situation and objectives. This white paper is intended to facilitate your understanding of the range and types of current risks that you face with that challenge. It will also suggest that delay in preparing for that migration and draining the last vestige of value out of your current system may ultimately prove to be more risky than moving forward.

By Cisco Systems

Integrating an IP interconnection through unified communications SIP trunks from the enterprise for calls destined beyond the enterprise provides both a new mechanism to connect to traditional PSTN endpoints and access to new services and applications not possible with TDM interconnections and endpoints. Using SIP trunks to connect UC islands are many including almost unlimited bandwidth, Inter-enterprise rich-media collaboration applications, High-fidelity voice, enabled by wide-band codecs, High-fidelity video, Presence and many others. This white paper details the steps to take to fully utilize SIP trunks in enterprise networks.

Jeff Kaplan, Managing Director of THINKstrategies, and founder of the Managed Service Showplace® and Software-as- a-Service (SaaS) Showplace® joins the Lippis Report podcast to discuss Managed Services. The general trend is that Managed Service providers are adding IP communication into their service portfolio to differentiate and grow. We discuss MS 3.0 and in particular Cisco’s managed services 3.0 initiative.