Contents:

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

Summary:

This report is written for enterprise IT and contact center executives, technology architects, business managers and investment analysts. It is divided into executive overview sections for enterprise C-level Executives including Sales, Marketing, Finance, Operations and Contact Center Management. More detailed analysis sections are included for IT / Telecom, Contact Center Technology Managers and technical personnel. Information applies to all industries and government agencies. This report is also useful for professionals at all levels working within the computing and telecom industries. - Identify metrics for increasing an organization’s operational and financial performance. - Understand the parallel evolution and convergence of computing and telecommunications, and the differences between enterprise-grade telecommunication services and web services - Understand enterprise and contact center migration to Internet Protocol (IP) / unified telecommunications, including: - Evolving multi-modal communication capabilities - The use of presence to better facilitate intra-enterprise and federated communications - New mobility capabilities and options - Obtain current information on telecommunication technology & vendor dynamics, including the entrance of Microsoft. - A single reference source to analyze information in common formats by various vendor platforms and functions. Reports include comparative product tables and numerous color graphics / visuals [pictures of components and devices; user interfaces (screen shots) and diagrams]. Gain detailed information to optimize current systems or support Request for Proposal (RFP) and selection processes. Independent analysis and conclusions are based on current and roadmap information obtained thru formalized vendor analyst relations and consultant liaison programs using proprietary methodologies

Companies Mentioned

Volume 1: Microsoft / Nortel Innovative Communications Alliance NEC Unified Solutions Mitel Spoken Communications. Volume 2: Avaya, Alcatel – Lucent / Genesys Cisco Systems Siemens Interactive Intelligence Aspect Software Intervoice Syntellect