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UC Resources - White Papers

Integrated Research is dedicated to identifying and addressing the unique needs of business-technology integration. These thought-leading whitepapers are must-read material for those looking to find out more information about Prognosis for Unified Communications.

Performance Management is Key to Service Delivery Part 2

Performance Management is Key to Service Delivery
Part 2: The value of performance management

Author: Integrated Research
Managing the performance of multi-vendor UC environments effectively is challenging and critical for operational success given the complex nature of today’s UC architectures. Part 2 of this white paper examines the efficiencies gained in the management of UC across various service delivery models including: 
  • Remote Infrastructure Management (RIM)
  • IT Outsourcing (ITO)
  • Unified Communications as a Service (UCaaS)
  • Business Process Outsourcing (BPO)
Download "Performance Management is Key to Service Delivery Part 2" White Paper now 

Performance Management is Key to Service Delivery
Part 1: Validating performance with real time and historical metrics

Author: Integrated Research
When customers choose you as their service provider, they’re not just looking for another vendor. They need a trusted advisor who can supply valuable advice and support on a wide variety of technical issues.If you can answer questions like "What specifically have we done for you today?" and "What issues have we prevented?" and validate your responses with supporting metrics, you make your value abundantly clear.

Find out how cross platform end-to-end UC performance management plays a critical part in helping you move beyond a reactive, break-fix model of traditional IT service and ensure a quality experience for customers, partners and staff.
   
Download "Performance Management is Key to Service Delivery Part 1" White Paper now 

Prognosis helps Microsoft Lync fit the Enterprise Big Picture

Author: Integrated Research
Lync is not simply another productivity application from Microsoft. It has the ability to transform the way people communicate and collaborate; in effect becoming a unified communications hub for many organisations. With the greater adoption of Lync’s unified voice, video, messaging and Presence features, holistic performance management is vital to making Lync successful.

As Microsoft customers report 80 percent of Microsoft Lync support issues have a root cause external to Lync, Prognosis helps you rapidly identify and resolve them to minimize their impact. Download this white paper to see how Prognosis performance management helps Lync fit into the enterprise ‘Big Picture’.  
Download "Prognosis helps Microsoft Lync fit the Enterprise Big Picture" White Paper now 
Download White Paper: Real-time performance management for Microsoft Lync and Acme Packet SBCs

Real-time performance management for Microsoft Lync and Acme Packet SBCs

Author: Integrated Research
One of the ways in which you can reduce costs and simplify multi-vendor VoIP interworking is by routing calls across SIP trunks. Connecting your business to the PSTN in this way delivers substantially cheaper long distance communications and simplifies onpremisetelecommunications infrastructure. This white paper takes a look at how Prognosis gives you an overall picture of voice quality, capacity and performance in a Lync Server or multi-vendor Acme Packet SIP trunking environment

Download "Real-time performance management for Microsoft Lync and Acme Packet SBCs" White Paper now 
Download White Paper: Manage the performance of your Back Office technology

Manage the performance of your Back Office technology

Author: Integrated Research
With increasingly location-independent back office technologies and an array of new communication channels and devices on the front line, for many call centres the concept of the traditional back office has changed beyond recognition. The evolution of VoIP, IP-PBXs and UC ecosystems has led to a fundamental shift in the way call centres can now service their customers’ needs.

But one thing doesn’t change - if the back office fails to deliver, it affects the ability of front line staff to service customers. Download this short white paper to find out more about how ensuring the performance and availability of your IT infrastructure can help improve call centre back office functions.

Download "Manage the performance of your Back Office technology" White Paper now 
Download White Paper: The Evolution of VoIP and the Emergence of Unified Communications as a Service (UCaaS)

The Evolution of VoIP and the Emergence of Unified Communications as a Service (UCaaS)

Author: Integrated Research
Download White Paper:Why voice quality really matters in the contact center
Managing complexity that comes with redefining existing communications, automating business processes and unifying them all into 21st century communications technology is bound to create a set of challenges to resolve. In this white paper we discuss the emergence of UCaaS and help you decide which UC model is the right one for you.

Download "The Evolution of VoIP and the Emergence of Unified Communications as a Service (UCaaS)" White Paper now 
Download White Paper: Why voice quality really matters in the contact center

Why voice quality really matters in the contact center

Author: Sue Bradshaw
Download White Paper: Why voice quality really matters in the contact center
Customers who call your contact center will assign a fundamental personality to the voice they hear and can be strongly influenced by its characteristics. Whether it’s a quick transaction they’re after, a sympathetic ear or just to be heard - voice quality really matters. But what if voice quality is bad and the call is full of echo, underwater or tinny sound effects? It can lead to frustrated customers and agents, transaction errors and increased call-handling time. All of which can reduce profitability and increase customer and agent churn.

This short white paper takes a look at some of the reasons for poor voice quality and how to change that into ‘great voice quality’ to ensure you deliver the best service for customers and agents alike.

Download "Why voice quality really matters in the contact center" White Paper now
Download White Paper: Solve the multiple dilemmas of UC management - Part 3

Solve the multiple dilemmas of UC management - Part 3

Author: Sue Bradshaw
Download White Paper:Why voice quality really matters in the contact center
In the final part of this 3-part white paper we look at managing the performance of hybrid technologies, time zones and ‘tin’, spread across multiple locations. As these locations extend across servers, devices, local and wide area networks and into the cloud this creates a UC management dilemma that requires specialized performance management to resolve.

Download "Solve the multiple dilemmas of UC management – Part 3" White Paper now
Download White Paper: Solve the multiple dilemmas of UC management - part 2

Solve the multiple dilemmas of UC management - Part 2

Author: Sue Bradshaw
UC stakeholders are the vital touch points within your organization and are those who will benefit most from unifying people, communications and processes. They are often the ones whose job it is to ensure competitiveness and cost savings, business continuity, compliance and ROI.

In part 2 of this 3-part white paper we look at managing the performance needs of these stakeholders to minimize expensive outages, optimize IT resources and create consistent quality of experience.

Download "Solve the multiple dilemmas of UC management - Part 2" White Paper now
Download White Paper: Solve the multiple dilemmas of UC management - part1

Solve the multiple dilemmas of UC management - Part 1

Author: Sue Bradshaw
Dilemma, conundrum, difficult – or just a perplexing situation! Call it what you will; juggling performance management of multiple technologies from multiple vendors distributed across multiple locations, supporting multiple applications with multiple stake holders is no easy task!

In this white paper, we focus on the first two dilemmas, multiple technologies and multiple vendors, with more to follow.

Download "Solve the multiple dilemmas of UC management - Part 1" White Paper now or click here to watch the video 
Download White Paper: Mitigating the risk and reaping the rewards

UC: Mitigating the risk and reaping the rewards

Author: Sue Bradshaw
Do you know what your UC goals are? And if you do, will your network infrastructure be capable of supporting increasingly converged communications? Once you look at further convergence and the possibility of placing more reliance on your network, you’ll need to address the risks associated with these changes. This white paper identifies some of the risks involved in deploying Unified Communications and makes recommendations to address them.

Download "UC: Mitigating the risk and reaping the rewards" White Paper now
Download White Paper: QoS- Vital VoIP Knowledge for Managing Microsoft Lync

QoS: Lync’s Missing Link – Vital VoIP Knowledge for Managing Microsoft Lync

Author: Sue Bradshaw and Thomas B. Cross, Techtionary.com
Seconds matter… milliseconds matter more. Did you know it takes 5 milliseconds to blink your eyes? Blink them 4 times and a whole sentence can be spoken. Is your network ready for VoIP and video? This white paper will help you translate years of experience managing Microsoft servers and applications to be meaningful in the new real-time world of VoIP, IP telephony and UC.

Download "QoS: Lync's Missing Link – Vital VoIP Knowledge for Managing Microsoft Lync" White Paper now
 
Download White Paper: Managing Multi-Vendor UC and Collaboration in a Virtual World: From the Metal to the Cloud

Managing Multi-Vendor UC and Collaboration in a Virtual World: From the Metal to the Cloud

Author:Sue Bradshaw
Virtualization has already transformed the way business applications are deployed in data centers but will this model work for Unified Communications? This white paper from Integrated Research discusses managing the needs of virtualized UC ecosystems and explains the benefits of a truly integrated management solution.

Download "Managing Multi-Vendor UC and Collaboration in a Virtual World: From the Metal to the Cloud" White Paper now
 
Download White Paper: Is SIP Trunking on your Horizon?

Is SIP Trunking on your Horizon?

Author: Sue Bradshaw
If SIP trunking’s on your horizon, analyzing and understanding your VoIP environment today will help ensure your implementation is successful for the future. Download this white paper to help you analyze some of the critical considerations for migrating from TDM to SIP trunks.

Download "Is SIP Trunking on your Horizon?" White Paper now
 
Download White Paper: Troubleshooting Your VoIP Ecosystem with Prognosis

Troubleshooting Your VoIP Ecosystem with Prognosis

Author: Sue Bradshaw
As VoIP delivery spans multiple operational domains, the top issues affecting call quality are often not caused by the application itself, but are related to its configuration, conflict with other applications for network resources and misalignment between VoIP and network design. As a VoIP stakeholder this white paper is designed to help you troubleshoot issues from a telephony perspective within the overall data network.

Download "Troubleshooting Your VoIP Ecosystem with Prognosis" White Paper now
Download White Paper: Managing Multi-Vendor IP Telephony Environments with Prognosis

Managing Multi-Vendor IP Telephony Environments with Prognosis

Author: Sue Bradshaw
Are you facing the challenge of managing large, multi-vendor and geographically dispersed IP telephony environments? If you are, the good news is you’re in excellent company! There are many enterprises and service providers who need to manage hybrid environments, and despite the inherent complexities, there are many ways the management mix can work for you, not against you.

Download "Managing Multi-Vendor IP Telephony Environments with Prognosis" White Paper now
Download White Paper: IP Telephony Service Delivery; Visibility; Reporting and User Satisfaction

IP Telephony Service Delivery; Visibility; Reporting and User Satisfaction

Author: Gary Audin and Integrated Research
With organizations seeking to improve and validate the success of their IP telephony deployment, there is a growing requirement for management level reporting on IP telephony environments. This paper from Delphi Inc's Gary Audin explores the elements of voice service delivery and the ways in which Prognosis meets these requirements.

Download "IP Telephony Service Delivery; Visibility; Reporting and User Satisfaction" White Paper now
Download White Paper: IP Telephony Customer Service Delivery for Managed Service Providers

IP Telephony Customer Service Delivery for Managed Service Providers

Author: Gary Audin and Integrated Research
As IP telephony has matured and Managed Service Providers manage increasingly large-scale deployments, the concept of voice communications service delivery has also developed. This paper from Delphi Inc's Gary Audin explores voice service delivery and the way Prognosis can deliver visibility to MSPs across the IPT environment.

Download "IP Telephony Customer Service Delivery for Managed Service Providers" White Paper now
Download White Paper:  Financial Outlook Prompts Review of IP Telephony Monitoring Options

Financial Outlook Prompts Review of IP Telephony Monitoring Options

Author: Robin Gareiss, Nemertes Research Inc.
With stretched IP telephony resources and increased demand for services, enterprises are turning in droves towards third-party management tools to help them deliver IP telephony, or engaging MSPs to do the same. This paper will help you determine the best option for your organization.

Download "Financial Outlook Prompts Review of IP Telephony Monitoring Options" White Paper now
Download White Paper: Third-party VoIP Management on the Rise

Third-party VoIP Management on the Rise

Author: Nemertes Research Inc.
A growing number of IT decision-makers are considering third parties to take over the monitoring and management of all or a portion of their converged networks. This issue paper explores the overall VoIP market and the latest trends and best practices for managed service providers and their customers.

Download "Third-party VoIP Management on the Rise" White Paper now
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