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Whitepaper: How to Evaluate Contact Center Solutions


Find out how others are tackling the same issues you face with evolving from a call center to a 21st century contact center.

Ever wonder how other contact centers go about choosing new systems? Do their managers face the same bewilderment and dread of trying to understand the technology? Do they have the same budget frustrations?

Complete the short form to get a copy of this whitepaper (value $495) instantly via email.

BenchmarkPortal Inc. surveyed more than 50 firms, asking how they approached the decision of whether to buy components from various vendors or to go with an all-in-one solution. The resulting whitepaper gives you insights from those who have been down this road already.

"A Comparison of All-in-One versus Multi-Point Contact Center Solutions," BenchmarkPortal, October 2006

  • See the key questions decision makers considered when upgrading automatic call distribution, interactive voice response, workforce management and other systems.

  • Sample of this whitepaper's graphics showing how typical multi-point and all-in-one systems look in practice. The paper also explores the two "flavors" of all-in-one solutions: on-premise and off-premise.
    Get clear graphics showing how typical multi-point and all-in-one systems look in practice. The paper also explores the two "flavors" of all-in-one solutions: on-premise and off-premise. Get it now.
  • Compare and contrast your own operation with the averages involved in the survey, including call volumes, numbers of agents, cross-sell opportunities and the types of technology the other contact centers either had or planned to add in the coming year.


Getting the right people, processes and technologies all aligned to cultivate loyal customers and build enterprise value is difficult at best. Benefit from knowing how others are tackling the same issues you face.

Take a moment to fill out this short form so that we can email you a complimentary copy of this whitepaper (value $495).
 

Privacy statement: SOS will use your contact information to give you the information you requested. We will not disclose this information to third parties.
 

Whitepaper: Uses and Benefits of Unified Communications

Want a real-world reference for evaluating the benefits of unified communications technology (like saving 43 minutes per employee per day from more efficient message management)?

This Sage Research whitepaper quantifies the time and money savings experienced by over 200 companies.

“Unified Communication Application: Uses and Benefits,” Sage Research, January 2006

The actionable data and recommendations in this whitepaper help you quantify the dollar-for-dollar return on investment from unified communications. Benchmarks from current users (over 200 small, medium, and large organizations surveyed) showing real productivity gains and out-of-pocket cost savings. Provides a real-world reference for evaluating the technology. Data includes 11 color charts showing time and money saved with unified messaging.

At 56% of organizations, coworkers can't reach each other on the first try. And nearly all (93%) organizations at one point have missed deadline because they couldn't access key decision-makers. That’s pitiful. You can do better – here’s how:

So, instead of trying your coworker at the office and on his cell before reaching him at home, you could reach him instantly. Instead of spending 14 minutes trying to connect, you could spend 14 seconds.

Looking for graphics that illustrate real-world productivity gains and out-of-pocket cost savings?

You'll get specific stats on:
 

  1. Time savings by knowing the best way to reach coworkers
  2. Time Savings from using Unified Messaging
  3. Benefits by Size of Deployment in the Workplace
  4. Cost savings from on-premise conferencing
  5. Savings per month due to SoftPhone usage, and much more

One of 11 charts shows the benefits of unified communications beyond basic IP communications deployment, as well as the correlation between IP communication application use and level of benefits.

Here's a complete table of contents for you:

TABLE OF CONTENTS

1.0 Executive Summary
2.0 The adoption context
3.0 The benefits outlook
4.0 Scope and Methodology
5.0 Unified Communications applications
6.0 Application usage
7.0 Real-World Unified Communications application deployments
8.0 Unified Communications application benefits
9.0 Employee Mobility
10.0 Employee collaboration
11.0 Cost savings
12.0 Conclusion

LIST OF EXHIBITS

Exhibit 1: Relevant sources of pain
Exhibit 2: Unified Communications Benefits: Beyond Basic IPC Deployment
Exhibit 2a: Correlation between IPC application use and level of benefits
Exhibit 3: Current use of UC applications
Exhibit 4: Use of UC applications within organizations
Exhibit 5: Summary of Unified Communications Application Benefits
Exhibit 6: Time savings by knowing the best way to reach coworkers
Exhibit 7: Time Savings from using Unified Messaging
Exhibit 8: Time Savings by using Instant Messaging (IM)
Exhibit 9: Time savings from escalating IM session to live phone conversation
Exhibit 9a: Benefits by Size of Deployment in the Workplace
Exhibit 10: Cost savings from on-premise conferencing
Exhibit 11: Savings per month due to SoftPhone usage

 

Take just a moment to fill out this short form so that we can send you the PDF (emailed instantly) of this whitepaper.
 

Privacy statement: SOS will use your contact information to give you the information you requested. We will not disclose this information to third parties.

 

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White paper: Achieve security without breaking your IT budget

This FREE white paper from SOS and Cisco is a practical guide for small and medium-size businesses, providing a quick overview of planning, design, implementation, operation, and optimization of a Microsoft Business environment protected by a Cisco Self-Defending Network.

Download the full white paper now (PDF format).
 

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1.  Does your organization have some level of a security policy in place? *
  Yes
No
Don't Know

 
2. What specific areas are important to your organization to address? *
(check all that apply)
  Assess vulnerabilities to create a game plan
Anti-x/Malware
Perimeter security
Internal concerns (remote access/authentication etc)
Intrusion prevention
Security management

 
3. How many computer users does your company have? *
  1-75
76-300
301-1500
1501 or more

 
4. What is your timeframe to address security matters at your organization? *
  NA
3-11 months
1-2 years
3 years or more

 


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The Business Case for Video Conferencing

Become a member of the SOS community and gain access to this 16 page study on video conferencing return on investment (ROI). Contents include real world examples showing Time-to-Market, Driving Adoption, and Pure Travel Reduction.

Access this guide today!
 

Privacy statement: SOS will use your contact information to give you the information you requested. We will not disclose this information to third parties.

 

* Required field

First name
 *
Last name
 *
Title
 *
Company
 *
Industry
 *
State (company headquarters)
*
 
Number of employees
 *
Number of computer/phone stations
 *
Telephone (we respect your privacy)

Email address (to send you the whitepaper)
 *
How did you hear about SOS?
 *

 
 

Would you like to stay up to date with CONVERGENCE, the SOS e-newsletter? This 1 page monthly communication alerts you to new complimentary whitepapers, webinars, interactive online tools, and news. *
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Featured Audio/Video

 Making the Business Case for Moving Your Contact Center to the Cloud

Although shifting to the cloud is one of the most talked about tech trends for contact centers, that doesn't mean that a move to the cloud makes sense for your business. Watch industry experts provide a framework for making the business case to move your contact center to the cloud. See the full video here>> 

Featured Whitepaper

SOS Managed Services: Enterprise-Level IT Support at a Low Fixed Monthly Cost

SOS consultants learn about your business in order to customize a solution that fits the specific needs of your organization. We can complement your IT staff with our advanced knowledge and expertise. Click here to learn more>>

 

Featured Case Study

 

 "We are saving upwards of $10,000 per year just on outside maintenance contracts"

 

Before SOS, GNCU had to depend on an outside vendor to maintain their seven different phone systems. SOS replaced their problematic phone systems with a Cisco Unified Communications Manager System. Now the staff are more productive and the IT department can concentrate on more strategic projects. Read full case study here >>

 

 

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