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Featured Free Industry Resources

•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.
•Interested in Mobile CRM? Take the Aberdeen Survey!
More and more, organizations are arming their field sales representatives with mobile access to CRM and SFA applications. With one-touch access through a variety of handheld devices, mobile sales representatives can now access real-time information including product availability, order status, and competitive intelligence to use at the point of interaction. What best practices are being employed by organizations classified as best-in-class, and how can those lessons be leveraged by organizations just beginning their m-CRM initiative? Become a part of Aberdeen’s fact-based benchmark report, by taking the Mobile Customer Relationship Management survey!








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