• Vision Australia goes IP for new contact centre

  Vision Australia (VA) has deployed a new contact centre based on IP technology which enables more functionality for staff who are blind or vision impaired.

• Virtualization a challenge for IP contact centers

  IP contact centers can benefit from virtualization as much as any other technology, but because of the real-time nature and need for reliability, deploying virtual machines in this environment requires care in selection of hardware, segmentation of applications and the use of replicating virtual machines on the fly.

• IP contact centers pose significant challenges

  IP contact centers are proliferating, but they still pose a set of potential gotchas that businesses need to beware of as they consider upgrading from the TDM world, experts say.

Whitepapers about IP contact centres

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  User adoption: Will your communications deployment score or be left on base?

  The swings of a baseball batter, a golfer and a tennis player have many differences. However, top performers in all these sports share one core trait — a great follow-through. They maintain focus after contact to keep the ball on a trajectory toward obtaining the result they want, whether it is speed, power, distance, finesse or some combination of those. When businesses deploy a new communications solution, they often take a very big swing as well. That solution is a major capital investment, and it needs to work properly to avoid damaging operational efficiency or customer service. Ultimately, there will be a reckoning as to whether the benefits are worth the cost.

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  From Voice Over IP To Unified Communications Simplify System Management