Contact Center Solutions Featured Article

May 26, 2006

Unified Telecommunications Model White Paper: Communications Servers and Contact Distribution Systems

By Ed LaBanca

This generic paper is the first in a series on the Major Components of Voice and Data Convergence and migrating toward a Unified Telecommunications Model in the Enterprise.

Each part of this series will categorize a major component or set of components as an integral part of an overall technology architecture (infrastructure, systems and applications) and will cover the major trends in telecommunications including network convergence, TDM / IP Telephony, portals, presence / proximity, multi-modal and collaborative communications.

The central thesis is to look at traditional areas such as Telephony and Media Processing Systems (voice, fax, email, text, video etc.) and provide a holistic view into the current state-of-the-art for integrated / unified telecommunications.

On the practical side, for most people it all comes down to the user interfaces and how well these systems work for them. For enterprise executives and staff, the goal of this series is to provide a better understanding of which components may need to be addressed and in what order.

The series will also cover issues associated with this new model including the efficacy of implementing various components in-house or via a service provider, and mitigating concerns including network and system security, quality and reliability.

To access this white paper in its entirety, click on this link. Abstracts for the other parts of this series can be found here. To read the other parts of the series, be sure to visit the CollabGen Web site.

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Ed LaBanca is President & Principal Analyst for CollabGen Inc. He works with CXOs, executives and department managers to improve communications and customer service in contact centers and across the enterprise. Consulting services include technology and applications audit, systems and process analysis, design, request for proposals, evaluations and project management. He is also a frequent contributor to TMCnet. For more of his commentaries, please visit his columnist page.

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