Telephony design requires a solid understanding of the drivers for Voice over IP, corporate policies for infrastructure design, and telephone components. 

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

This video provides a short primer on VoIP and an attackers' objective. 

Actuate BIRT Interactive Viewer is a web-based tool for the interactive analysis and modification of reports. Download this white paper to learn how with Actuate BIRT Interactive Viewer end users can change formatting, hide, add or move data, create charts, sort data and apply functions to data. 

Using interactive media such as Webinars can help marketers effectively balance quality with quantity when it comes to lead generation. Download the white paper to learn more. 

The demands on your data center are constantly increasing, and with data growing even fifty-fold in three years, how can you stay ahead? How can you optimize your data center? Take this interactive data center tour and learn more. 

This interactive teleconference will answer your questions about combining social software (instant messaging, team wikis, blogs, and professional networks) with software delivery tools. 

This paper presumes that your enterprise already has a data network security policy in place. It examines the many different settings that are available to help secure the Cisco IP Phones from potential hacker attacks, and it looks at a selection of Cisco secure infrastructure technologies that are especially useful for protecting voice systems. 

When offered a list of Web 2.0 types of site, only 17% of global IT managers in large companies identified correctly that all of them would come under the banner of Web 2.0. Learn more about Web 2.0 in this report. 

This paper summarizes in question and answer format the many critical factors pertaining to VoIP's viability, regardless of which vendor's IP-PBX system is deployed across the distributed enterprise. 

Unified Messaging integrates different streams of communication (e-mail, fax, video, SMS, voice, etc.) into a single, or, unified message store, that is accessible from a wide range of different devices. 

This paper explores four different choices available for offline CRM solution based on SAP platform, namely SAP CRM Mobile Solutions for Laptop users, SAP CRM on Blackberry on other PDA's, CRM Online solution accessed over internet, Offline recording of information using SAP Interactive forms by Adobe. 

In this white paper, we are going to discuss the application of QoS to networks with media flows installed within them, such as voice and video. We'll see that it is very unnatural for voice to even exist on a data network, because it was never designed to do so.