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Unified Communications: 12/17/2009 eNewsletter

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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.
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.
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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