UC Resources - White Papers

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

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

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" white paper now
Or click here to watch the video 

Download "Third-party VoIP Management on the Rise" white paper now