Product Type: Market Research Report
Published by: CollabGen
Published: April 2007
Product Code: R3453-3Description 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, Mitel; and Avaya, Alcatel - Lucent / Genesys, Cisco, Siemens, Interactive Intelligence, Aspect Software, Intervoice and Syntellect. 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.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
Volume 2
Analysis of Vendors and Products:
- Avaya
- Alcatel-Lucent / Genesys
- Cisco Systems
- Siemens
- Interactive Intelligence
- Aspect Software
- Intervoice
- Syntellect
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