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•Voice over IP (VoIP)/SIP Infrastructure Considerations for the Interaction Center Platform
Using the Interaction Center Platform event processing technology and Platform-based Interactive Intelligence products designed for Internet Protocol (IP) telephony and the Session Initiation Protocol (SIP), organizations can leverage their existing infrastructure to effectively deploy voice over IP (VoIP) solutions. This paper outlines various infrastructure/network considerations for deploying VoIP solutions via the Interaction Center Platform.
•Going Mobile - Mobile Customer Service Moves to the Forefront of Multi-Channel Interaction
Businesses must now provide a highly satisfying mobile customer experience, or risk losing customers to competitors who can.

This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile customer service solution must be channel-specific to mobile, and deliver efficiency, accuracy and simplicity.

Download the white paper and learn the five essential steps for how you can best integrate mobile customer service into your organization.
•Aberdeen Study Finds Effective IT Outsourcing Requires Oversight
When it comes to IT outsourcing, there’s simply no way around managing the outsourcing provider and managing outsourcing expectations. Those are among the conclusions of a new report from high tech research firm Aberdeen Group.

According to “The Business Value of IT Outsourcing Benchmark Report,” outsourcing an IT function or service is a complex and significant initiative. As such, the most effective way to realize tangible results begins by treating outsourcing as a strategic issue rather than simply as a tactical way to cut costs.

To read the report, click here

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