Telephony/ CTI/ VOIP Software, Hardware, Services and Research Papers

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VoIP Without Hype: What Businesses Need to Know by Fonality Inc.

August 16, 2010 - (Free Research) It’s important to approach VoIP with your eyes wide open – to understand the technology involved, the investment required, and an affordable migration path to VoIP that will deliver value to your business, both short- and long-term, without compromising the quality of your communications. Read this paper to find out more.

(WHITE PAPER)

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Premise vs. Hosted vs. Hybrid-Hosted: Comparing IP Based Business Phone Solutions by Fonality Inc.

August 16, 2010 - (Free Research) This report analyzes the three leading options for IP-based phone solutions. It describes each approach, explaining how they work and the equipment and support they require. It also lists the advantages and disadvantages of each. Read on for a thorough comparison.

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More for Less: The Advantages of a Cloud Based Call Center by Contactual, Inc.

March 08, 2010 - (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience. Tune in and learn how your company can improve and simplify contact center operations while dramatically lowering costs via the Software as a Service (SaaS) model.

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How to Get More from Your Existing Interactive Voice Response (IVR) by Raytheon BBN Technologies

July 22, 2010 - (Free Research) This paper explores how to reduce agent-handled call volume – by increasing self-service success and by routing more calls to the correct queue and to increase customer satisfaction with the IVR. Continue reading to learn how analyzing customer behavior inside your IVR will reveal fixable obstacles and frustrations that will make a big difference.

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Workforce Management (WFM) Software: SearchCRM.com Product Directory 2010 Edition by SearchCRM

July 13, 2010 - (Free Research) This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market. Inside, you’ll find basic information about the major vendors in the WFM market and the products they sell. Continue reading to find out which products are right for your organization.

(ARTICLE)

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Building a Robust Infrastructure for a Distributed Multi-Site Chain by D-Link

April 26, 2010 - (Free Research) Read this paper to learn the significant benefits of deploying a single vendor solution when planning and building a network infrastructure for a distributed multi-site chain. D-Link's single-vendor solution offers the full range of products required to build a highly secure infrastructure featuring centralized management of remote operations.

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E-Book: How to Select the Right Call Center Technology by Contactual, Inc.

June 17, 2010 - (Free Research) What’s the best way to determine short and long term call center technology requirements? Should you consider outsourcing or using SaaS deployment options? How can you incorporate Web 2.0, social media and mobile technologies into your call center? This e-book on selecting call center technology will help you answer these questions and more!

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