Product Type: Market Research Report
Published by: CollabGen
Published: April 2007
Product Code: R3453-1Description This report covers IP-telephony and multi-media Communication Servers and unified Contact Distribution systems. It includes CollabGen’s proprietary multi-dimensional NuViewsTM visual comparisons of customer-premise products and services from major vendors, including the new Microsoft / Nortel Innovative Communications Alliance, NEC Unified Solutions and other vendors offering innovative solutions. The report addresses design principles and best practices for implementing telecommunication applications within enterprises and ‘Dynamic’ Contact Centers; and highlights a brand new and unique Interactive Voice Response (IVR) methodology for agent-assisted or ‘Guided’ phone self-service.
Refer to Volume 2 for: Avaya, Alcatel - Lucent / Genesys, Cisco, Siemens, Interactive Intelligence, Aspect Software, Intervoice, and Syntellect.Table of Contents
- Preface:
- Generic Analysis
- Readership
- Increase Your Organization’s Operational and Financial Performance
- Problems:
- Solutions:
- Vendor / Product Evaluation Criteria and Methodology
- CollabGen® NuViews™
- Introduction
- Global Context for Telecommunication Systems & Applications
- Enterprise Computing / Telecommunication Architecture & Application Frameworks
- Business Application Trends
- Small Business Units and Consumer Application Frameworks
- Computing and Telecommunications - Parallel Evolution and Convergence
- Section I - Communication Servers & Contact Distribution Systems
- Executive Overview
- Scope
- Benefits
- Processes
- Technology Issues
- Analysis
- Technological Domain
- Primary Enabling Technologies
- Primary Standards
- Applications
- Configurations
- Trends
- Section II - Contact Center Multi-media Communications; Phone & Web Self-service
- Executive Overview
- Scope
- Benefits
- Processes
- Technology and Application Issues
- Problem: Widespread Deficiencies in Current Voice Response & Web Self-service Applications
- Solution: Benchmarking Web and Voice User-Interface Design
- Analysis
- Technological Domain
- Primary Enabling Technologies
- Standards
- Applications
- Configurations
- Section III - Voice-over IP Network Design, including WiFi & Mobility
- Executive Overview
- Scope
- Benefits
- Technology Issues
- Analysis
- Technological Domain
- CollabGen® Independent Analysis of Telecommunication Systems & Applications
- Network Architectures - VoIP design and convergence:
- Primary Standards relevant to VoIP
- Primary VoIP Enabling Technologies
- Applications
- Configurations
- Design Considerations
- IV - Enterprise Platforms and Business Applications Logic
- Server-based Platforms
- Business Applications Logic
- Small Business Unit and Consumer Applications Logic
- V - IT / Telecom Convergence and Integration Considerations
- Integration Methods
- Glossary
- Vendor Sections
- Market Share Leaders
- Nortel
- Microsoft - Nortel Alliance
- NEC Unified Solutions
- Emerging Competitors & Innovators
- Mitel
- Spoken Communications
- Technology & Market Share Leaders (Supplemental section Volume 2 available April ’07)
- Alcatel - Lucent / Genesys
- Avaya
- Cisco
- Siemens
- Technology Leaders (Supplemental section Volume 2 available April ’07)
- Interactive Intelligence
- Aspect Software
- Intervoice
- Syntellect
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