Preface Generic Analysis Readership Increase Your Organization’s Operational and Financial Performance Problems: Solutions: Vendor / Product Evaluation Criteria and Methodology 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 Network Architectures – VoIP design and convergenc 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 Communication Servers & Contact Distribution Systems Overview – Groups 3 & 4 Market Share Leaders Nortel Microsoft – Nortel Alliance NEC Unified Solutions Emerging Competitors & Innovators Mitel Spoken Communications Vendor Sections Communication Servers & Contact Distribution Systems Overview – Groups 1 & 2 Technology & Market Share Leaders Avaya Alcatel – Lucent / Genesys Cisco Siemens Technology Leaders Interactive Intelligence Aspect Software Intervoice Syntellect
