Contact Center Observer: unified communications

Showing posts with label unified communications. Show all posts

Thursday, October 13, 2016

Contact Center Vendor Consolidation: What It Means to You

The contact center and unified communications (UC) markets have undergone a major market consolidation, dramatically reducing the number of competitors, during the past 12 months.

#ContactCenter Vendor Consolidation

Wednesday, June 25, 2014

Technology firms team up to offer WFO for Microsoft Lync customers

The Via Group and Coordinated Systems, Inc. (CSI) have signed a strategic partnership deal which combines the best-of-breed unified communications services and applications of The Via Group and CSI. Together, this partnership will allow both The Via Group and CSI to deliver a more complete and robust overall solution for contact centers using Microsoft Lync.

The Via Group is known in the Unified Communications industry for providing Unified Communications and Voice (TDM and VoIP) solutions. “We are very excited to work with CSI,” said Kevin Carswell, CEO of The Via Group. “Having a partnership with CSI allows us to deliver a powerful and affordable enterprise-level workforce optimization (WFO) solution for our customers.”

“We are truly excited about entering into this partnership and becoming a vital part of the Via Group’s UC offerings to their Microsoft customers,” said Rich Marcia, Marketing Director for CSI. “We’ll also be able to serve the needs of The Via Group in terms of call recording, quality assurance and training tools, etc., as well as a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite which fits nicely across their entire array of UC platforms and services.”

Read more in our coverage on Virtual-Strategy magazine:
http://www.virtual-strategy.com/2014/06/24/partnership-present-clear-contact-center-advantages-microsoft-lync-customers

Thursday, February 05, 2009

News, RSS Feeds and Social Networks for our supported phone systems

Virtual Observer connects to most popular phone systems, and I've tried to round up some of the latest news from each of them. After perusing the excerpts and links, you will find a list of RSS feeds for each phone system vendor so you add them to your RSS feed readers. If that's not enough, I've also compiled a list of the various social networks where these companies have presence.

LATEST NEWS EXCERPTS:
ShoreTel: Nortel Demise Marks the Beginning of a Huge Category Shift
An excerpt: "As you've no doubt read, Nortel Networks has filed for bankruptcy, marking the demise of a once leading company in the communications industry. Is Nortel just another unfortunate victim of the recession? Does it indicate major problems for all providers of telephony solutions? No and no....click here to read the full article on ShoreTel's Blog.

Avaya: Avaya Unified Communications and Contact Center Solutions "Certified Green" by Independent Test Labs
An excerpt: "Avaya, a leading global provider of business communications applications, systems and services, today announced that its Unified Communications and Contact Center solutions have been "Certified Green" by Miercom, an independent testing organization. The designation verifies that Avaya Communication Manager-based networks are environmentally-friendly designs that can save companies money and boost efficiency....click here to read the entire news release.

Cisco: 1-800 CONTACTS is deploying Cisco Unified Contact Center Enterprise to help it manage growth and increase uptime. An excerpt: "By integrating contact center, web support and administration on the same platform, 1-800 CONTACTS is now able to expand capabilities of its at-home agents by blending inbound and outbound calls into a single queue, allowing contact center associates to answer calls faster. In addition, the entire system is more stable and uptime has been increased by eliminating technical issues inherent in a patchwork system...click here to read the entire article

PHONE SYSTEM VENDORS' RSS FEEDS:
- Avaya Contact Center News RSS Feed
- Cisco Unified Communications RSS Feed
- ShoreTel news feed
- Mitel RSS Feed
- Alcatel-Lucent RSS Feed
- Nortel RSS Feed

FIND PHONE SYSTEM VENDORS ON THE SOCIAL NETWORKS:
- Avaya DevConnect on LinkedIn
- Avaya DevConnect on Facebook

- ShoreTel on LinkedIn
- ShoreTel on Facebook

- Cisco Ecosystem on Facebook

- Mitel Solutions Alliance on LinkedIn

Wednesday, September 17, 2008

ShoreTel VoIP News Round Up

We've gathered up some of the latest news relating to the ShoreTel VoIP phone system:

You can also visit the ShoreTel.com News Page or the ShoreTel Blog or you can view this real-time, dynamically updated rss feed (typically not viewable in your email or news readers, so come back to this blog post to view):

You can also read about the Virtual Observer Logger for ShoreTel.

Thursday, March 20, 2008

Latest from Avaya: New App Unifies Channel Partners, Road Warriors, At Home Workers & Corporate Employees

From CRMBUYER: New Avaya App Unifies Presence Info Across Multiple Channels

An excerpt from the article:
"The immediate use of Avaya's latest addition to its product line is likely to be corporate. For example, a company with many reps on the road would know how to best to reach each of its staff members at any particular moment -- by cell, instant message or e-mail.

Avaya has introduced Intelligence Presence, a new software application that gives users -- both in corporate environments and call centers -- the ability to view so-called presence information across multiple sources.

For example, it would allow a contact center rep engaged with a caller to see if a partner company had a rep available to provide answers about shipping schedules or rates."

CSI is an Avaya DevConnect Gold Partner.

Thursday, January 03, 2008

Submit your telecom company for consideration...

One new feature in our blog this year is a "Featured Integrator of the Day" - where we will profile telecom companies who are leading the way with integrated services and unified communications, offering a wide range of services complimenting their supported phone systems. At the heart of these companies will be their central telecom solution: be it Avaya, Cisco, 3com, Nortel, Siemens, or any of the many available VoIP flavors out there.

Featured companies will benefit from a link to their website and a paragraph summarizing their value proposition.

Initially, we'll find them via Google News, but we also are requesting that companies submit themselves for consideration using the form below.

IMPORTANT: Please include your website url, contact name, title, company name and core product line (Avaya, Cisco, 3com, etc.) within the general comments area of the form.

* Note: these companies are not endorsed or affiliated with Coordinated Systems, Inc. in any way. While we use this blog to publicize company and product news, we also use it to identify trends within the industry and to discover complimentary products and solutions.