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Internet Telephony's Agent: 11/18/2009 eNewsLetter

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•Unified Telecommunications Model White Paper: Communications Servers and Contact Distribution Systems
This white 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.

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    • •Customer and Private Data Protection Strategies: the Application Security Benchmark
    Organizations have leveraged information technology solutions for decades to improve efficiency, better service their customers, and work more closely with partners. The net result is that the core of any company’s technology and business strategy lies in critical business. Few companies don’t yet have CRM systems to track key customer details and ERP and financial systems that hold critical forecasts and financial results. Many companies have literally hundred, if not thousands, of systems supporting their business.
    •IP Telephony and the Interaction Center Platform
    Telephony remains the dominant form of customer interaction for most businesses today and is certainly a fundamental component of effective customer service. Traditional telephony is now being joined by IP-based telephone options to reduce the cost of telecommunications and to increase communications options. The Interaction Center Platform provides a number of methods to combine traditional circuit and IP telephony utilizing comprehensive support for a variety of telecommunications architectures.

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