In this paper, we examine the impact that different starting points on modern
communications system management, consider the possible advantages of delivering
voice over IP (VoIP) and unified communications (UC), and examine what can be achieved
through the level of holistic management available only from a communications solution
that is IP-based by design.
This paper examines the impact of ineffective communication between the
contact center and experts and how it can lead to lost opportunities or lower customer
satisfaction. It also looks at how unified communications (UC) tools help solve these
issues, and ultimately help increase customer satisfaction.
One of the fundamental design goals of the Internet was to achieve an unprecedented
level of communications network resilience. As a result, packet-switched networks
fundamentally enable fault tolerance, adaptive routing, and disaster recovery, so it is
quite possible—and can be quite cost-effective—to build IP-based communications
systems that are more reliable than circuit-switched PBX platforms. The key is to start with
the right foundation. Read on.
The root cause of IT complexity in business is easily
identifiable, and its elimination from IT systems, including
those concerning IP telephony, is highly plausible. Yet,
extenuating factors among leading technology providers
remain an obstacle. Read on.
This white paper is to present and discuss the ShoreTel TCO Tool—an
analytical method that informs and accelerates the technology evaluation process by
calculating and comparing the TCO of available IP-based UC systems.
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