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Go Green With Home Agents: How a Virtual Contact Center Can Be Good for Profitability, Competitiveness, and the Environment

whitepaper The carbon atom. It's too small to be visible to the naked eye, but it's causing a shift in global business that's hard to ignore. That shift probably is visible in one's business. Perhaps one's company's leaders are committed to doing their part...

Tags: call center - contact

[11 May 2008]

A Model for Business Operations Design in Preparation for a Pandemic

whitepaper By focusing the enterprise's employee and customer response on the protection and support of boundary conditions, the enterprise can develop a series of innovative strategies that allow the corporation to sustain operations.

Tags: business strategies

[11 May 2008]

Avaya IQ Enables your Strategy to Flatten, Consolidate and Extend

whitepaper This paper discusses how the new Avaya platform for contact centers accommodates the next generation of effective and versatile environments.

Tags: call center - contact, contact, centers, adapt

[05 May 2008]

Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting

whitepaper Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience. Customers and analysts have acknowledged Avaya Call Management System...

Tags: call center - contact

[05 May 2008]

Avaya: Changing Business, Changing Lives

whitepaper Avaya is helping customers realize their vision of a reinvented workplace by delivering on the promise of intelligent communications. This paper presents many of the challenges and issues that are keeping business leaders up at night.

Tags: call center - contact

[05 May 2008]

Avaya IQ - Building Upon the Strengths of CMS

whitepaper The new Avaya Contact Center Reporting system provides a single reporting solution for contact center intelligence. Companies who use Avaya contact centers have long depended upon Call Management System (CMS) as an essential tool in managing their...

Tags: call center - contact

[05 May 2008]

The Total Economic Impact of Avaya IP Telephony Solutions within a Branch Environment

whitepaper Read this Forrester Research composite multi-company case study on the Total Economic Impact of Avaya IPT Branch Solutions for an illustration of the financial impact of moving towards IP Telephony within a branch environment.

Tags: voip - ip telephony

[05 May 2008]

Driving Model Agent Behaviors with Avaya IQ CCR

whitepaper Read Avaya's paper to get new insights and help to create new best practices around your best and worst customer experiences. Your contact center is the front door to your business. Do you know how you are treating individuals as they come in the...

Tags: call center - contact

[05 May 2008]

Extend the Value of IBM Lotus Applications with Avaya Unified Communications

whitepaper Specifically, this paper describes how enterprises using IBM collaboration applications can voice-enable them with Avaya to create the seamless ability to "click-to-communicate. To learn more about Avaya's unique partnership with IBM -- and how it...

Tags: voice - data integration

[05 May 2008]

Extend the Value of Microsoft Office Applications with Avaya Unified Communications

whitepaper Enterprises who have based their collaboration application strategies on Microsoft applications can voice-enable them with Avaya to create seamless "click-to-communicate. Microsoft applications that are Avaya enabled, allow users to seamlessly...

Tags: infrastructure management

[05 May 2008]

Unified Communications: Are You Ready?

whitepaper This exclusive white paper by The Lippis Report features insights from Nick Lippis, President Lippis Enterprises; Zeus Kerravala, Senior Vice President of The Yankee Group's Enterprise Research; and Jorge Blanco, Avaya's Vice President of...

Tags: voip - ip telephony

[05 May 2008]

Interactive Digital Merchandising in Retail Banking

whitepaper Read this paper for Avaya's exploration of retail banking trends and best practices in interactive digital merchandising and digital signage in an interview with Charles Ansley, CEO of Symon Communications.

Tags: customer support services

[05 May 2008]

IP Telephony: Accurately measuring the total cost of ownership in a branch environment

whitepaper It also provides case studies of organizations who have documented savings from implementing various Avaya branch solutions. This paper provides a methodology for analyzing different VoIP vendor's solutions so that they have a complete view of...

Tags: voip - ip telephony, locations, employees, location

[05 May 2008]

Reducing Cycle Time and Improving the Quality of Decision-making for IT Emergency Change Management through Communications Enabled Business Processes

whitepaper In this case study, Avaya describes how its own IT organization is improving productivity and relieving worker stress by automating a customer emergency resolution process. Avaya uses its Communications Enabled Business Processes (CEBP) to reduce...

Tags: infrastructure management

[05 May 2008]

Implementing a Telecommuting Program

whitepaper Based on experience of the Avaya Business Communications Consulting (BCC) team, the paper also addresses the human resource, business control, and security components that need to be considered for a successful introduction of telecommuting in the...

Tags: mobile - wireless communications, contact, agents, centralized

[05 May 2008]

The Adaptable Business Architecture: How SIP and Web Services Transform the Voice Self Service Model

whitepaper Read this review of the Avaya Voice Portal and Dialog Designer solution architecture. See how this helps IT meet three simultaneous challenges today: driving an adaptable business-focused architecture; balancing technical and business needs; and...

Tags: voip - ip telephony

[05 May 2008]

Essential Manager's Guide: Communications Tools for the Effective Worker

whitepaper Avaya and DK, a leading publisher of business reference books, have created a limited edition series on business critical communications challenges and solutions. In Essential Managers Communications Tools for the Effective Worker, discover the...

Tags: voice - data integration

[05 May 2008]

Roadmap for Implementing a Multi-site IP Contact Center

whitepaper Avaya provides a framework you can use for building a multi-site IP-enabled contact center. Implementing a multi-site IP contact center requires the right technology, business processes and partner. Success depends upon a well-defined...

Tags: voip - ip telephony

[05 May 2008]

Hearing a New Voice in Banking: The Branch Gets Personal

whitepaper This Avaya white paper explains how "Intelligent Communications" enables today's banks to: Generate more revenue Improve employee productivity Deliver satisfying customer experiences Download the paper to learn more about Intelligent Communications...

Tags: customer support services

[05 May 2008]

Is Now the Time to Migrate to IP Telephony? Re-evaluating the Risks and Rewards

whitepaper If your business finds itself with one or more aging digital PBXs, you are facing the challenge of deciding when a migration to a new telephony environment makes sense for your specific business situation and objectives.

Tags: voip - ip telephony

[05 May 2008]

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