You are here: silicon.com > Resources > White Papers > Networking and Communications > Network Technologies > Telephony Systems - PBX

Telephony Systems - PBX White Papers

IP Telephony Boosts Contact Centre Efficiency

Overview The General Register Office for England and Wales (GRO) manages the registration of all births, marriages and deaths by the local registration service. Its dedicated contact centre handles 20,000 inbound queries a month, many of which concern certificate orders. The GRO decided to deploy an IP-based telephony system with contact centre functionality that would not only improve its call management capabilities, but also future-proof the contact centre's functionality for voice-activated directories, automated order tracking, and multi-media queuing for faxes, emails and web site interaction. Following a competitive tender, the GRO selected Computacenter, in partnership with specialist software reseller IDL-Mettoni, to deliver the new IP telephony system, which is based on Cisco technology.

Further White Paper Details
Publisher	Computacenter	File Format	PDF
Date Published	August 2006
Format	Case Studies
Topics	Telephony Systems - PBX, VoIP - IP Telephony, Services

Did you find this white paper useful? 3 out of 5 users found this white paper useful

Anthony & Sylvan Pools Takes the Plunge with VoIP

Publisher:
Shoretel

TechRepublic Resource Guide - IP-PBX Technical Strategies

Publisher:
TechRepublic

Tags:
voip - ip telephony

Communications Enabled Business Process Software

Publisher:
SDC Solutions

Tags:
voip - ip telephony

TechNet Webcast: Communications Server 2007 Interoperability With Nortel Telephony Infrastructure (Level 300)

Publisher:
Microsoft

Tags:
voip - ip telephony

TechNet Webcast: How to Do a Proof of Concept for Communications Server 2007 Interoperability With PBX Systems (Level 300)

Publisher:
Microsoft

Pipe dream? Welcome to the converged office of the near future

Here, users are able to register a whole range of communications devices in their profile and apply these business rules to all incoming communications traffic. Ever since the telecoms industry’s first attempts with computer telephony integration...

Managing convergence - the key points every company should know about

Crane Telecommunications is the main distributor of the Avaya product line, and Tim Brooks, product marketing director, says that it offers a training course to its reseller partners called Five Steps to Convergence.

Voice of IP grows louder

Boyle claims about 20 to 30 per cent of the UK market is making a decision to integrate IP telephony based on access to this added functionality alone. However, couple added functionality with the traditional ROI argument and new developments such...

The Ovum View: The perfect call centre

Multi-channel interaction - involving contact between an organisation and customer via different media, such as traditional telephony, email and web collaboration - was supposed to revolutionise customer service.

Channel:
Telecoms

IP bringing voice and video to desktop, says BT

John Blake, head of hosted IP telephony at BT Global Services, said: "Lots of customers have built MPLS networks, have had at least a year of stability, and now are more confident to put voice on top of that.

Channel:
LANs
Tags:
voip,
bt

Unwired: Fewer desks than people?

As we continue our shift to a knowledge-based economy, interaction and collaboration are key. The concierge will not only help out with job-related tasks such as booking workspace and tracking down a replacement power cord but also take care of...

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

This white paper provides a starting point for organizations contemplating server consolidation. It includes an overview of server consolidation concepts and techniques and provides guidance on methodologies. It also looks at the potential cost savings associated with server consolidation and offers information on how organizations can sustain the advantage they have gained by consolidating their servers.

Publisher:
IBM

Also on silicon.com

Site Navigation:

Telephony Systems - PBX White Papers

IP Telephony Boosts Contact Centre Efficiency

Quick Sitemap Links:

About Us

Search

Blogs

Verticals

Advertising Features

CNET Networks in Europe

CNET Networks in the United States

CNET Networks in Asia Pacific