The contact center landscape is experiencing significant changes, both in the business model itself and its underlying technology. The ability to access telephony and applications over the Internet has increased the flexibility of the contact center workforce, introducing a new trend: the work-at-home agent. Driven by a greater need for both flexibility and cost control, cloud contact center solutions (also known as hosted contact centers) are seeing double-digit growth rates. Cloud contact centers provide a number of business benefits: improved business agility, decreased capital expense, and lower total cost of ownership (TCO). This white paper provides a best practices for exploiting cloud base contact centers securely, with compliance controls and built-in disaster recovery.
Siemens Enterprise Communications (SEN) enhances the value of existing Microsoft investments, by combining communications tools, from SEN and Microsoft, and others into a single, manageable interface, and simplifying the way users communicate and share information. By integrating with current Microsoft application ecosystem, knowledge works can continue to use familiar user interfaces with the added benefits of rich, user-centric presence and click-to-contact/click-to-conference. The bottom line is, SEN can unify all communications together into one, simple, seamless experience and deliver innovative business solutions that integrate, complement, and extend the value of Microsoft products.
The Unified Communications market has twisted and turned over the past eighteen months, thanks to mobile and cloud computing plus the huge uptick in web plus video collaboration. This market has recovered from the 2009/2010 downturn with a gusto as providers expand UC to include collaboration and mobile platforms while targeting the red hot Small- to Medium-sized Enterprise (SME) market that consist of some seven million employees. With only a third of SMEs having a communication strategy plus less than a quarter with a deployed UC solution, the SME market is huge and wide open. In this Lippis Report Research Note, we take a look at Avaya’s and Siemens’ new UC offering for the SME market from a traditional voice vendor perspective and explore non-traditional SME offerings from Apple, Google, Facebook, Cisco, Microsoft, et al.
The consumerization of IT is helping to drive a shift towards collaborative applications convergence. Employees want to plug their consumer technology experiences into their daily work lives. Particularly, IDC believes the industry is on a trend to combine key technologies, such as email, instant messaging (IM), team workspaces, video, voice, Web conferencing and social features into a single “superset” user environment. This Technology Spotlight discusses collaborative applications and explores the role that Avaya plays in this increasingly important market.
With a broad series of new Unified Communications (UC) and collaboration offerings by Avaya and Microsoft, IT organizations have been prompted to evaluate their UC strategy. Microsoft promises to lower the overall Total Cost of Ownership (TCO) of a UC platform by leveraging an all-encompassing software powered communications environment integrated with its Microsoft Office™ suite through the release of Microsoft Lync, while Avaya introduces its newly released UC platform through Avaya Aura.
The purpose of this whitepaper is to clearly identify the comparisons between both provider’s UC offerings through a process of evaluating value that matter to IT organizations in selecting the right UC platform.
Although line shipments for IP telephony have outstripped TDM for some time, many organizations have not yet fully replaced their TDM phones. In fact, only 17% of companies have fully deployed the technology, and the bulk of those are small and midsize businesses. Larger organizations have rolled out the technology in a spotty manner where the TDM system is end-of-life, or other tactical reasons. IT organizations are evaluating the economics, plus desktop IP phones investment when people increasingly rely on mobile devices and soft clients.
Many others are re-evaluating the market as they solidify unified-communications plans and once again contemplate go-forward strategy for IPT. Will they use the same vendor(s)? Will they shift to a hosted- or managed-services model? And what is the true business case? Understanding the true costs is crucial to a successful business case—and a cost-effective implementation.
To create a seamless collaboration environment for mobile and remote workers, Avaya has fully embraced mobile computing by integrating Android, iOS, BlackBerry and Symbian mobile endpoints plus Windows and Mac computing into its Aura core infrastructure. In this podcast Avaya’s VP of Unified Communications Product Marketing, Nancy Maluso, discusses Avaya’s UC mobile collaboration strategy and how IT business leaders can put this technology to work in their corporation.
Camp Dress McKee (CDM) is a consulting, engineering, construction and operations firm delivering exceptional service to public and private clients worldwide. CDM’s traditional areas of expertise include water and the environment. In this podcast, I talk with Peter Palmisano, CIO of CDM, about how CDM is using HD videoconferencing to speed business processes and reduce operational cost.
Camp Dress McKee or CDM is a consulting, engineering, construction and operations firm delivering exceptional service to public and private clients worldwide. CDM’s traditional areas of expertise include water and the environment. In this podcast, I talk with Peter Palmisano, CIO, CDM, about how CDM is using HD videoconferencing to speed business processes and reduce operational cost.
The UC market is rapidly moving toward a cloud service for the small to medium business (SMB) market, thanks to Siemens Enterprise Communications and others offering powerful communications and office productivity software delivered as a service. Cloud services offer the SMB market with some of the same IT services that large enterprises enjoy, but without the complexity and cost. For example, Siemens has been working with Google to offer its OpenScape Cloud Service that integrates features into Google applications, like click to call/conference, etc. In this Lippis Report podcast, I talk with Paul McMillan, Director UC Technical Vision & Strategy at Siemens Enterprise Communications, about the SMB market and how its OpenScape Cloud Services is offering new, innovative solutions that allows these firms to be more competitive and agile.
Over the next few years Wi-Fi networks will transition to 802.11n technology. During this time, many networks will support a mix of 802.11a/g and 802.11n clients. Because they operate at lower data rates, the older clients can reduce the capacity of the entire network. ClientLink technology can help solve problems related to adoption of 802.11n in mixed-client networks by making sure that 802.11a/g clients operate at the best possible rates, especially when they are near cell boundaries.
For as long as I have been following Avaya—and it’s been a decade since it was spun out of Lucent back in October of 2000—it has undergone three fundamental transitions. First, Don Peterson, Avaya’s first CEO, managed to fix Avaya’s balance sheet after Lucent saddled it with heavy debt. He also pointed the way toward IP telephony in his six years at the helm. Then came Louis D’Ambrosio, with high energy and confidence, to point Avaya in the direction of unified communications, and a software and services business model, while bringing the company private in 2007 through TPG Capital and Silver Lake Partners. In 2008, Charlie Giancarlo became chairman, while Kevin Kennedy took the helm, ushering in a new wave of innovation and nimbleness while re-engineering sales and channels plus absorbing the Nortel enterprise business. Yes, what a long, strange trip it’s been, but Avaya is now the most innovative in its history and well positioned for the post-recession business cycle. In this Lippis Report Research Note, we examine Avaya’s prospects and challenges.
For those who have not reviewed or seen the Avaya Flare experience, this on-demand video provides you with a view of its easy to use video conferencing environment. It’s short so press start and get ready to be wowed.