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How high call volume and high abandon rates affect contact centers Introduction The eruption of Iceland’s Mount Eyjafjallajokul in April 2010 disrupted air traffic across Europe, stranding thousands of passengers. Scrambling for alternatives, passengers flooded airline, train,...
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The changing nature of the workplace The transformative impact of technology on today’s workplace shouldn’t come as a surprise to anyone. But what is surprising is just how fully technology is reshaping the business environment. From the corner store that’s been serving the...
White Papers
Best Practice Tips on Building a Comprehensive Business Case for Unified Communications Over the past decade, unified communications (UC) capabilities have been developed to enable people to access other people, or to access information much more effectively. This paper...
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The continued growth of the BYOD (bring your own device) trend is driving a surge in the adoption of tablets in the enterprise. Employees seeking to use the devices they know and love in the workplace are pushing their IT managers to integrate the devices with their corporate...
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The Unified Communications (UC) industry is expected to grow by 30 percent between 2013 and 2018. As UC in the cloud becomes an increasingly popular delivery method, companies are seeking to develop new product offerings that will excel within previously established markets,...
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Businesses can cut costs and increase reliable communications with UC mobility features. An industrial parts distributor, a European government agency and a Canadian resort explain why their businesses need mobile. The mobile lifestyle is here to stay. Grandmothers and middle...
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While monitoring a communications system is not a new concept, applying these techniques to enterprise communication systems is still a young science. This field has only really opened up in the last 10 years with the introduction of IP and IP-based protocols (like SNMP) and web...
White Papers
An efficient Contact Center reduces costs and drives business value Enterprises now serve a new type of consumer. Today’s consumer is more demanding, expecting the freedom of choice in how and when they communicate – via the device of their desire. This multi-device, multi-...

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