March 11, 2015
Following the example of Amazon Mayday, innovative companies are racing to enhance their online platforms with video-enabled customer care. The goal is to shore up brand loyalty and to market high-touch, personal services, while also providing the convenience and immediacy that multi-device, always-on customers demand.Join us to see how leaders in financial services, healthcare, ecommerce and beyond have embedded high-quality real-time video communication into their websites and mobile apps.Webinar attendees will learn:*How customer service and support is transitioning from a cost center focused on transactions into a source of value creation focused on relationships*Explore communication-intensive customer interactions that are being enhanced with online video (e.g., banking, insurance, patient care, e-tail, etc.)*Understand how software-based video conferencing with powerful APIs make it simpler than ever to enhance websites, apps, contact centers and workflows
February 25, 2015
Business today is global. Your customers are everywhere which makes providing a consistent customer experience that builds your brand all the more challenging. Many companies have found that the cloud can help provide excellent customer service, however, most cloud offerings are not global in scope. Many companies today have to make a difficult choice: force all support experiences to a single call center, or manage multiple disconnected call centers, running on different equipment, with different agent desktops, reporting, management and administrative tools. This webinar will guide us through a discussion of cloud communications best practices and tips to achieve these gains in customer experience management, reduce IT costs and improved employee productivity.
February 11, 2015
From instant messaging to desktop conferencing, Microsoft Lync streamlines communications and provides an easy-to-use interface. But extending the Lync experience to the meeting room has proved challenging for many. For those using Lync Room Systems, the experience is seamless. But even with these advancements, the Lync Room System still acts as a communication tool (exchanging information) instead of as a true collaboration tool (actually working together and creating something of value). The former offers substantially less value to the enterprise than the latter.This webinar will explore these topics and will show the evolution of the Lync Room System that enables users to instantly identify discrepancies, make changes in any native applications and get alignment all within the meeting. This capability has turned meetings where work is being discussed into a place where work is getting done.
January 28, 2015
This Webinar will offer a practical guide to choosing a SIP Trunking provider, featuring a leading consultant with extensive experience in procuring SIP trunks for medium-size and larger enterprises. The session will help you evaluate the four most critical areas in choosing a SIP Trunking provider: -Reliability -Quality -Scalability/adaptability -ControlYou'll come away from this session with a set of specific criteria by which to evaluate service providers on these four critical areas.
January 14, 2015
As enterprises roll out Unified Communications systems-usually in deployments in which systems such as Microsoft Lync co-exist with legacy voice systems from Avaya, Cisco, and other vendors-their bid for a strong ROI can be derailed by a number of tactical issues. One of the most frequently-encountered of these issues is telephone number management. In this webinar, leading experts will discuss real-world deployments in which number management posed a particular challenge, and they'll describe how automation could have or did help them alleviate this problem. You'll learn about new solutions which make automated number management simple and straightforward, offering the prospect of improved ROI for your UC deployments.
December 3, 2014
Traditional SIP Trunking offerings have not evolved to keep pace with the modern expectations and requirements for the buyer. From painfully slow procurement processes, capacity limits, limited global reach and features that haven't been updated in years, existing offerings have not changed in a decade.This webinar will explore alternative approaches that can overcome these challenges while saving you time and money.
November 5, 2014
With video collaboration expected to surpass email as the top means to communicate by 2016, organizational leaders are tasked with building flexible collaboration infrastructures that meet the demands of an 'always connected world.' Video is that solution. However the two hurdles to adoption business leaders face are: interoperability and ease-of-use.Join Us for the Webinar and:*Learn the value of the expanded capabilities of Lync beyond IM and presence*Explore how to unify video collaboration across Lync and non-Lync environments*Simplify the end-user experience
October 22, 2014
As enterprises migrate from prior generations of communications technology into the future of Unified Communications, almost everyone has to deal with multiple vendors' systems. In the past, you would have had to resign yourself to the complex challenge of managing standalone "islands" of technology, but new software and hardware platforms increasingly let you harmonize the multi-vendor systems within your infrastructure. This allows you to gain a more seamless, enterprise-wide approach to deploying, configuring, and managing communications, supporting end users regardless of the products that serve those users.You will learn:*About the major challenges posed by multivendor UC networks and strategies for tackling them. *About specific functions that can now be normalized across vendor platforms-from dial plans to messaging to configuration. *How to begin integrating disparate communications systems for more efficient operations and better user experience.
October 8, 2014
Today's fast pace of business combined with an environment of constant change creates stress on even the highest performing organizations. Join us for this interactive webinar to learn how to successfully overcome the challenges facing your high-performing, distributed organization. We will help you equip employees to get work done through new approaches in employee profile creation, collaboration and communication and the technology that drives them.
September 24, 2014
Distributed enterprises face a long list of challenges when deploying UC services to remote offices, including survivability, security and performance. IT managers need flexible and reliable solutions for delivering UC over SIP trunks and MPLS networks without busting their budgets.Join this informative webinar to learn remote office UC strategies, including:*Survivability strategies, including TDM back-up*What is the best SIP trunk topology for your network - distributed, centralized or hybrid?*How to maintain strong security and compliance in remote sites
September 10, 2014
Cloud solutions offer companies the unprecedented ability to forego the costly and painful process of updating their contact centers every few years in order to maintain some semblance of modernity, instead achieving near-instant access to cutting edge customer interactions. There's never been a better time to make the leap to the Cloud, swiftly gaining all the benefits mature contact center technologies have to offer and driving to outcomes.Key Take-Aways:-Gain insight on the benefits of mature contact center technologies rapidly achieved through a Cloud solution-Explore Case Histories for companies seeking to transform their contact centers-Discover Metrics and Outcomes for companies which have made the leap to mature contact center technologies
August 27, 2014
Whether your organization has decided to move to the cloud, or you are considering the possibility, this webinar will help you cut through the all the "checklists" and give you four must-have capabilities to look for in a next-gen cloud communications platform. Learn what these four capabilities are, why they are essential, and how they can help you deliver an exceptional customer experience today and in the future.
July 30, 2014
A myth persists that premise-based unified communications and contact center solutions are more secure than similar solutions in the cloud. Join this webinar to learn why that mode of thinking is outdated and how you can use the cloud to improve security for your business.
June 18, 2014
Enterprises continue to explore ways to leverage the cloud to support their business-critical applications. But it's not enough to simply run an application within a particular cloud provider's infrastructure. Enterprises must ensure that the Cloud in which their applications run can deliver the same reliability and application performance that on-site infrastructure has always guaranteed. In this Webinar, representatives from Dimension Data will help you understand the requirements that must be met for a cloud infrastructure to deliver true mission-critical performance for your real-time, business critical applications. More importantly, you'll learn the tools and techniques for ensuring that the service levels you've been promised are actually delivered.
June 4, 2014
The use of Software as a Service (SaaS) has skyrocketed over the last few years and shows no signs of slowing down. A recent global SaaS study of 879 decision makers found that reducing costs is still a primary reason companies turn to Software as a Service. But 47 percent of the cloud leaders surveyed are discovering how SaaS can help them achieve a much broader and more strategic goal - unlocking competitive advantage.Join this webcast to learn how Pacesetters are using SaaS to provide their entire enterprise with a wide range of powerful benefits. SaaS can reduce costs, yes. But more than that, SaaS it can engender rich and far reaching collaboration, lead to better decision making, and help your organization be more customer-focused and agile in the marketplace. That's not to say that the route to the winner's circle won't take some planning and preparation. You can start by asking yourself the right questions.
May 21, 2014
WebRTC is the type of game changing technology that attracts the attention of enterprise line of business managers as well as IT leaders. It enables new 1:1 customer interactions that can differentiate brands and create incremental revenue streams. The challenge, as with any new standard, is how to leverage WebRTC to deliver enterprise-grade customer experiences with security and reliability. This webinar describes some of the transformative applications enabled by WebRTC and critical solutions to provide enterprise-grade services.
May 7, 2014
The market is abuzz with opinions on new hosted, cloud-based and as-a-service UCC implementation models. These ostensibly create opportunities for companies to drive down costs, stimulate top-line growth and differentiate themselves from competitors. However the journey to cloud is littered with obstacles. In this webinar you'll learn about:, defining a UC strategy as the starting point of the journey, determining the type of cloud(s) that are appropriate to the organization and migration strategies dependent on the organization's current environment.
April 24, 2014
Small centers are both excited and nervous about the new wave of innovation converging on them as major disruptive forces - cloud, mobile, big data and social - rock the contact center world. They realize that how customers are serviced is changing shape rapidly. The impact to the business is significant. Come learn how to use size to your advantage: How to embrace these disruptive forces to enhance the customer experience and outpace larger organizations to get the edge.
April 9, 2014
Recent advances in cloud technology have given rise to wide variety of new tools designed to support contact center performance, staffing and reporting. Join us for a live webinar focused on helping contact center managers understand and implement these new tools. Presented by Five9, a leading cloud contact center software provider, and featuring Forrester Research, a global research and advisory firm, this virtual event will provide actionable information to help you leverage the latest technologies for your contact center.
March 26, 2014
As more organizations are focused on maximizing customer experience as a key differentiator to stay ahead of the competition and customer expectations, the focus needs to be on interactions across multiple channels, one interaction at a time. Join us for a one hour webcast which starts with analyst Sheila McGee-Smith sharing the latest customer experience and contact center trends. Lindsay Parker, Avaya Senior Director of Enterprise marketing and Kenneth Leung, Avaya Director of Industry Marketing, will be presenting results from the 2014 Avaya Customer Experience Survey, a global research covering both consumers and businesses across 13 countries. In addition we will discuss how contact center technologies such as self-service and proactive engagement enables a unified customer experience for organizations.
March 13, 2014
A new breakthrough, multi-party video technology that's embedded in business apps and workflows, is poised to transform the communication playing field. It's a simple fact of business that organizations are more successful and sustainable when they stay closely connected with their customers and empower employees to collaborate effectively with one another. To achieve these goals, innovative organizations have embraced a succession of technologies - email, web sites, mobile apps, instant messaging, web conferencing, file sharing - to unlock new ways of working. Video communication is the next breakthrough and is showing up at the fingertips of employees, customers and prospects, exactly when needed.
February 26, 2014
With the growing popularity of SMS, web-chat, and social media, your customer service organization is likely considering options for adding new contact channels. Expanding your channel mix, however, entails a lot more than just deploying new technology. Multichannel customer service can present a challenge, but it is also an opportunity. When done well, it can improve your customers' experience, distinguish your company from the competition, and accelerate the growth of your business. Sound planning is the cornerstone of success. There are a lot of hard questions that need answers. Which channels should you add? In what order? How will they impact your current channels? Do you need more staff? How many? What skills do they need? When should you hire them? In this session we will explore the factors driving the expansion of customer contact channels, the potential benefits to your organization, how to go about planning for expansion, some new technologies that can help, and some examples of organizations like yours that have achieved success.
January 29, 2014
Join us for a one-hour webcast describing the opportunities and challenges of SIP Trunking, featuring a detailed case study. The session will begin with a presentation by Forrester analyst Art Schoeller, offering specific advice on how to your enterprise can save money and upgrade your Unified Communications services by transitioning to SIP Trunking. Art will discuss best practices for migrating to SIP Trunks, and he'll offer advice on how to deal with the challenges that most frequently arise during the migration. For the second half of the hour, we'll present a real-world case study. The IT manager that planned and executed a sweeping transition to SIP trunks across 98 Oracle locations describes the secrets to a successful implementation. Tom O'Riordan, SIP trunking manager for the Oracle Global IT Department, provides detailed insight into the two-year project that dramatically simplified Oracle's access to the PSTN. As a result, Oracle can more easily respond to escalating demand for new services while realizing huge cost savings.
January 15, 2014
More and more organizations are looking to Microsoft Lync Enterprise Voice to serve as their voice and unified communications platform. In this webinar, we will explore what it takes to successfully implement Lync Voice while focusing in depth on what must be done after deployment to ensure a high level of ongoing success and service. We will also offer practical advice for dealing with a number of functionality gaps in Lync voice.The webinar will be presented by Kevin Kieller, one of the industry's leading Lync experts. Kevin is a partner at Enable UC, moderator of the "Living with Lync" session at Enterprise Connect and author of the No Jitter "Living with Lync" column. Throughout the webinar, Kevin will share industry statistics, best practices, stories and advice from experience gained by migrating nearly 50 organizations to Lync in the last 15 months alone.This is a must attend event for any telecom or IT individual currently using or planning to deploy Lync Enterprise Voice in their organization.
December 12, 2013
Migrating software applications to "the Cloud" has become an integral component of many companies' customer experience strategy. Successful businesses are differentiating their brands by delivering optimal customer journeys with new, innovative multi-channel cloud contact center solutions. In this Webinar, we'll highlight several contact centers, their best practice customer journeys, and identify the key areas to consider when moving to the cloud to power your brand's differentiation.
December 5, 2013
Today 70% of Fortune 500 companies are using Lync and 86% of US enterprises who trial Lync Voice plan to deploy. Compared to a traditional PBX, Lync enables voice scenarios in far more locations using many more devices. This creates a unique challenge in delivering the enterprise grade voice quality that users have come to expect.In this webinar we will discuss key factors that impact voice quality, including a deep dive of a QoE media report, an explanation of Lync MOS scores, and an overview of the media stack. Next, we will share key implementation activities that will put your deployment in the best possible position for delivering high voice quality. Finally, we will share practical approaches for measuring and driving voice quality improvements as you roll out voice to your enterprise.
November 20, 2013
Whether you're considering UC voice or already have it in play, odds are your core goal is the same: get the very most out of your company's UC investment and commitment to voice through enthusiastic and "sticky" adoption. And what's the key to achieving this? Plan well, manage change, offer the right audio device options, and leverage expert guidance so you don't have to go it alone.Join Tom Gill, CIO, Plantronics, and Dave Stein, principal, Stein Technology Group, as they outline real-world scenarios, provide practical advice, and articulate clear guidance that will take the guesswork out of audio device deployments and help make voice an intuitive and indispensable part of your fully-realized UC experience.
November 6, 2013
Microsoft's Lync Room System (LRS) promises an exciting new collaboration experience with Lync and video. What are LRS capabilities and benefits? Is my Lync deployment ready for LRS? Can LRS be deployed in existing video meeting rooms? What's the LRS TCO value proposition? If you seek answers to these questions, add our upcoming webinar to your calendar.Our industry experts will share the key features and enterprise use cases for LRS. They will also deep dive into what it takes to deploy LRS successfully in your enterprise, including considerations for bandwidth usage/planning, Exchange integration, choosing the right LRS configuration for your rooms, installation and interoperability. We will also offer prescriptive guidelines to evaluate if LRS is right for your enterprise video roadmap.
October 23, 2013
Using a cloud-based solution as your core contact center platform allows you to take advantage of this cloud revolution. It will make it easier to integrate your operations with your customer data to deliver better context-based, personalized service. A multi-cloud environment also allows you to easily add new capabilities without requiring dedicated IT resources.Come hear how the cloud is helping companies transform legacy call centers into tomorrow's multi-cloud contact center.
October 9, 2013
Are you getting the full value out of your investments in the cloud? A September 2013 commissioned study conducted by Forrester Consulting on behalf of XO Communications and Juniper Networks showed that "only 34% of surveyed US IT decision-makers indicated satisfaction with the improvement of IT infrastructure manageability and flexibility gained by implementing cloud services." Despite this shortfall, less than half said their organization had upgraded or refreshed their network in the last three years.Join guest speaker and principal analyst Andre Kindness, a leading expert on network operations and architecture with Forrester Research, Inc., as he discusses the findings of the study in more detail and answers your questions
September 25, 2013
Customers are empowered with more voice and choice than ever before. An unhappy customer can broadcast a poor customer service experience to thousands via social media impacting your brand image. In addition, the typical customer is armed with more information than ever before giving them competitive alternatives to address their specific needs. In this environment, the contact center plays an amplified and critical role in delivering exceptional customer experience. Create best-in-class programs to optimize your customer experience.
August 28, 2013
Communication is changing constantly. Customers are becoming more comfortable using chat, email, communities and social media to interact. While these tools improve convenience for customers, they have made managing a contact center more challenging. How can you provide accurate information across all channels and ensure customers receive a great customer experience? Join analyst Aphrodite Brinsmead from Ovum and learn how you can provide differentiated service by connecting the customer interaction journey across all communication channels.
August 14, 2013
Research shows that companies operating their contact centers in the cloud spend 27 percent less on their annual contact center costs. In the webinar, Rein in the Measurable Benefits of Cloud Technology, Andy Bird, executive director, product management and development at eLoyalty, a TeleTech Company, and Tina Valdez, strategic product specialist at Cisco, discuss the operational, functional, and financial benefits associated with the adoption of cloud contact center technology.
July 31, 2013
Is your organization delighting or disappointing your customers? Do you have a clear understanding of your customers' needs and perceptions in their interactions across multiple channels? What must you change to ensure that your brand promise is reinforced at every customer touchpoint? Customer journey maps provide insight into these questions and enable organizations to see interactions from the customer's perspective. Understanding the customer journey is vital for organizations that want to reinvent customer experiences and dramatically impact customer loyalty.
July 2, 2013
There are many benefits of deploying Lync, however as many enterprises have discovered, migrating from a traditional PBX environment to Lync Enterprise Voice presents some challenges in the form of Voice Quality, Service Availability and End User Satisfaction.In this webinar we will share from our experience and best practices working with more than 40 Fortune 500 companies how to ensure the highest Voice quality. This includes reviewing the most common issues that impact voice quality and ways enterprises can prevent and resolve these issues.Join us to gain insight into Voice quality issues and how to proactively monitor and resolve them so that your organization can realize the benefits of Lync without sacrificing quality.
June 19, 2013
As reported by MZA Associates at Enterprise Connect Orlando 2013, Microsoft Lync has vaulted to a third-place tie in the North American IP PBX Market as an alternative enterprise voice solution. According to Nemertes Research, 11.2% of enterprises are now deploying or planning to deploy Microsoft Lync as their IP PBX, more than double the percentage that were doing so a year ago. The most common drivers behind this move are the tight-knit integration between Lync and Microsoft back-office and desktop productivity tools such as Exchange, SharePoint and Office. However, the uptake on Lync-based contact centers is much slower, with the contact center typically being the last business unit to be moved off of the traditional PBX infrastructure as the rest of the company moves to Lync telephony. Some businesses choose to operate permanently in "hybrid" mode, with the contact center operating off of a legacy PBX solution while the rest of the business uses Microsoft Lync. In this session, contact center expert Sheila McGee-Smith, along with Todd Simons of prairieFyre Software, will offer insights into these Lync contact center market trends and discuss why Lync is an ideal IP PBX solution for small and medium sized businesses looking to unify customer experience, improve management and reporting, and ultimately drive customer satisfaction.
June 5, 2013
In surveys, enterprises consistently list the exorbitant costs of international mobile roaming as the biggest challenge when enabling workers for global travel. Other problems can be almost as challenging to solve, including support for business applications, connectivity, and security for those who travel internationally. A range of technologies is available to solve the many aspects of this challenge-so how do you put together a strategic plan for maximizing your international roaming workers' productivity, while minimizing the cost to deliver this functionality? In this session, mobility expert Michael Finneran, together with Pascal de Hesselle of Truphone, will offer a range of best practices and management options that enterprise managers can use to drive down the cost of international roaming connectivity, while still allowing end users to stay connected and be productive.
May 22, 2013
The video market has been swept by a software revolution. Software-based solutions have transformed the video conferencing infrastructure market, while desktop and mobile apps have all but eliminated the personal video appliance segment. The last bastion of purpose built hardware systems remains in the conference room, but will the software revolution spell the end of the room system as we know it? In this webinar, we'll examine the latest trends and innovations in video conferencing room systems including: How do the new UC rooms stack up against traditional room systems? Will general purpose compute platforms replace purpose built codecs? What are the latest innovations in room control, content sharing and collaboration? Can mass produced web cams replace purpose built cameras? When will prices get low enough to make it affordable to video enable every conference room?
May 8, 2013
Security threats to enterprise Voice/UC resources are increasing, as illustrated by SecureLogix in the latest edition of its "State of Security Report on Voice/UC" released at Enterprise Connect last March. And while global threats are expanding across the board, there has been a recent and marked surge in TDoS attacks against contact center environments from many domestic and foreign sources due to the potential financial payoff. Not only are these attacks on contact centers becoming more frequent, they are growing in sophistication and severity. There is now an emerging class of contact-center-focused attacks and fraud/extortion schemes, customized to disrupt the flow of legitimate business transactions over contact center voice lines, while financially defrauding the enterprise and its customers. A new industry webinar from SecureLogix will use real-world data to take you inside many of these contact center threats and attack schemes so that you can better understand the criminal objectives and mechanisms employed by the attackers to compromise your security. SecureLogix will also unveil a new approach for identifying and filtering "negative value calls" out of precious contact center environments for increased productivity at reduced costs.
April 24, 2013
If you have an iPhone or Android for your personal use, you are more than familiar with personal assistant applications like Apple's Siri or Google Now for Android. Many enterprise users would like to have the same power and productivity of a personal assistant specially built for their business life. In this Webinar, we'll give you a sneak peek at cutting-edge enterprise personal assistant technology that leading wireless and mobility expert Michael Finneran calls, "a first in enterprise mobility." Join Michael Finneran and AVST executives, Hardy Myers and Tom Minifie, as they discuss how to enrich enterprise communications. Topics covered include how emerging IT trends mobile, cloud, social and context are intersecting to create the new "Super User"; tips for establishing the right BYOD policy to secure corporate information on employee owned devices; and new devices that are transforming the work paradigm.
April 10, 2013
What's your sunk cost in video conferencing? Is it paying off? Are employees adopting it and are executives paying attention? Hear from analyst, Robin Gareiss of Nemertes Research and moderator, Eric Krapf of Enterprise Connect as well as from one leading company who is making champions out of video conference early adopters - despite reports of low utilization. We'll talk about whether investments in video conferencing really add up to bottom line results, and if so, how you can demonstrate savings and returns to upper management -- before your video conference plug is pulled. You're doing everything you can to ensure your company stays at the forefront of technology and communications trends. Your video conference investment is part of the equation. See what others are doing to make it work - increasing video utilization and decreasing travel expenses without additional investment.
March 13, 2013
Consumer mobile devices in the enterprise have become commonplace. While these "unmanaged" devices challenge conventional IT policies and practices, enterprise IT organizations are beginning to embrace Bring Your Own Device (BYOD) strategies to improve communications and productivity of the organization. But how do you integrate these mobile devices into your video communications deployment cost effectively and without sacrificing the quality users demand? In this session, we'll explore the key elements to a successful BYOD strategy and how to reduce the cost of your video deployment while increasing productivity through accessible mobile visual communication.
February 27, 2013
Taking your contact center to the cloud can provide a number of benefits including increased agility, flexibility and cost reductions. But where do you start? How long does it take? How do the pieces fit together? And what are the implementation steps to consider? Please join a leading communications industry analyst, a subject matter expert from Twilio, and communications professional from end-user company Wix for a webinar to learn about the process of taking a contact center to the cloud. They'll examine the different stages of implementation from enhancing your traditional solution with additional functionality to migrating call center processes away from premise solutions transitioning your entire system over to the cloud and even building a cloud-based contact center from scratch. Sponsored by Twilio.
February 13th, 2013
Are you maximizing your ROI on Lync? How is your voice quality? What phone device strategy is most cost-effective for your organization? How are your voice SLAs performing?
Framing these key questions and other success metrics are crucial steps for enterprises that are deploying or running Lync. Easily tracking and reviewing these KPIs on an ongoing basis will allow you to optimize and ensure your enterprise will get the most out of your Lync investment. In this webinar we will share real-life examples and discuss the key performance indicators enterprises should set to ensure a successful deployment and adoption of Microsoft Lync. We will also discuss Unify2 PowerView, an enterprise-ready analytics and reporting solution for Lync with metrics span Lync KPIs such as voice quality, usage adoption, devices, cost savings, billing & chargeback, and compliance, among other insights. Join us to learn how you can set-up and track your KPIs quickly and efficiently requiring little effort and resources from your organization in order to maximize your Return On Investment For Lync. Sponsored by Unified2.
January 31st, 2013
In this Enterprise Connect/No Jitter webinar, independent UC expert Michael Finneran will bust some of the most-prevalent UC myths. Michael will be joined by Hardy Myers, President & CEO of AVST. Among the myths we'll bust and realities we'll explore:
December 12th, 2012
Over the last 3 years, Microsoft Lync has had rapid uptake in the Fortune 500. Global enterprises have seen Microsoft Lync as a key driver of TCO reduction (often 40% relative to existing approaches), and end-user uptake of the new collaboration capabilities has been particularly strong. The Fortune 500 counts many success stories for Lync, though many enterprises have run into challenges as well. These challenges, such as voice quality, user adoption, and successfully leveraging Lync's capabilities, are all addressable through a combination of a long-term deployment roadmap, quality deployment planning and architecture design, and systematic approaches to addressing voice quality and service availability, among other best practices. If you're an enterprise currently evaluating or deploying Microsoft Lync, this Enterprise Connect Webinar will help you optimize your decision-making and implementation processes. Lync experts from Unify2 will share their experiences working with Fortune 500 companies, sharing success stories, challenges and "failure modes", recommended approaches and best practices, as well as automation solution options for monitoring and analytics The session will help you with creating and sustaining a robust Lync operational end-state with high end-user satisfaction. Sponsored by Unify2.
November 7th, 2012
SIP has come of age. Savvy enterprises know that SIP Trunking offers great cost-savings and productivity. But a handful of snags can still threaten to leave IT managers sweating SIP bullets. In this webinar seasoned SIP experts will delve into the areas you need to understand for a successful SIP Trunk deployment, including scenarios for SIP failover and redundancy—the pros and cons, bursting—understanding what it is and what you get from service providers, SIP Trunk price structures—deciphering the components so you can compare apples to oranges, E911—making sure it works and SLAs—getting the service levels you need. If you're making the move to SIP and want to get it right the first time, you won't want to miss this deep-dive session, which will put you in-the-know about SIP. Sponsored by XO Communications.
October 24th, 2012
How can I evolve my contact center network to modern IP communications technologies without disrupting operations? Most contact center managers recognize that a modern IP communications network can help increase productivity, reduce costs and improve agility. But they are concerned about possible disruptions, the challenges of maintaining compliance and measuring up to elusive ROI claims. A modern contact center network based on SIP trunking, E-SBCs, and session managers can lay the foundation for smooth migration to next generation communications that are secure, reliable and deliver real business benefits. This webinar will outline a pragmatic 3-step process for contact center modernization. Sponsored by Acme Packet
October 10th, 2012
Security threats to enterprise Voice/UC resources are increasing, as illustrated by SecureLogix in its "State of Security Report on Voice/UC" released at Enterprise Connect in 2011 and 2012. And while global threats are expanding across the board, there has been a marked surge in attacks against contact center environments over the past 1-2 years from many domestic and foreign sources due to the potential financial payoff. Not only are these attacks on contact centers becoming more frequent, they are growing in sophistication and severity. There is now an emerging class of contact-center-focused attacks and fraud schemes, customized to disrupt the flow of legitimate business transactions over contact center voice lines, while financially defrauding the enterprise and its customers. A new industry webinar from SecureLogix will use real-world data to take you inside many of these contact center threats and attack schemes so that you can better understand the criminal objectives and mechanisms employed by the attackers to compromise your security. SecureLogix will also unveil a new approach for identifying and filtering "negative value calls" out of precious contact center environments for increased productivity at reduced costs. Sponsored by SecureLogix.
September 25th, 2012
In this webinar, hear first-hand from an IT decision maker about why he made the move to a hosted voice solution for his company's large network of diagnostic imaging centers. He will tell you about his decision process for going with a hosted solution, cost considerations, criteria he used for selecting the right vendor and benefits his company is seeing today. In addition, a leading VoIP industry analyst will discuss the latest in hosted communications, including new features and adoption trends. If you're managing multiple PBXs and considering the move to a Hosted solution, you won't want to miss the valuable insights from those who know the ins and outs of Hosted PBX solutions. Sponsored by XO Communications.
August 22nd, 2012
To make the most out of your Microsoft Lync investment, you need to enable Enterprise Voice and leverage SIP Trunking capabilities to integrate your existing IP PBX environment with Lync. But there are challenges with connecting to SIP trunking services, interoperating with legacy PBXs, and migrating legacy user experiences to a Lync user experience. How do you prevent these issues from side-tracking your UC initiatives and rollout? Leveraging extensive first-hand experience with enterprises that have successfully deployed Lync enterprise voice, we'll discuss the important roles of Enterprise Session Border Controllers and Session Management in simplifying critical deployment issues. We'll share a simple, step-by-step process that will enable organizations of all sizes to quickly test, integrate and deploy Lync voicecommunications. Sponsored by Acme Packet
June 21st, 2012
This webinar explores the benefits of cloud-based communications for small businesses.from significant cost savings to increased productivity with flexible tools and services. Join straight-talking NoJitter experts as they discuss insights for small business success and key trends in unified communications, including the importance of positive cash flow for small business survival, how predictors and smoothing out highs and lows narrow the failure gap, reducing infrastructure costs of ownership and maintenance, leveraging the right blend of tools to ensure low OpEx and minimal CapEx for the best ROI, benefits of cloud services: software updates, fax, email, backup, document sharing and connecting via Skype and the ease of adoption, use, maintenance, and flexibility that Skype offers. Sponsored by Skype.
May 23rd, 2012
The explosion of new hosted and cloud communications offerings can be confounding. With the potential for cost savings and productivity enhancements, adopting the right Hosted PBX solution can make a dramatic impact on your business performance. But Buyer Beware: not all hosted services are created equal. In this webinar, you will learn how to make sense of the array of Hosted PBX offerings and hone in on the key elements to look for in an enterprise-grade hosted solution. Takeaways include: why enterprise communications is undergoing a revolutionary shift to hosted solutions, understanding the pros and cons of hosted versus premise-based PBXs and not all hosted PBX solutions are created equal—how to define your enterprise's requirements and find a provider who can deliver what you need. After attending this webinar, you'll be able to make sense of hosted PBX offerings and be ready to make the strategic move to Hosted PBX. Sponsored by XO Communications.
May 9th, 2012
SIP Trunking and unified communications strategies are important components of enterprise telecommunication strategies. Enterprise Session Border Controllers (E-SBCs) play a critical role in maximizing the return on an SIP Trunk project and enabling the vision of unified communications within the enterprise. They protect enterprise networks from security threats, manage incompatibilities between UC systems and network services and ensure service quality and reliability. Join this webinar sponsored by Acme Packet for a discussion of the direct and indirect economic contributions E-SBCs delivery to the enterprise. Forrester Research principal analyst Art Schoeller will provide an overview of trends in enterprise SIP Trunking and unified communications adoption as well as exploring the role SBCs play in realizing the benefits of all IP communications within the enterprise. Sponsored by Acme Packet.
April 25th, 2012
Unified Communications (UC) is becoming mainstream in the enterprise, enabling real-time, collaborative communications via a host of new media and applications. But this transition will bring challenges for securing these new communications. Among the key challenges are SIP Trunks and the enablement of remote workers. By connecting their UC networks to service providers and untrusted public networks via Session Initiation Protocol (SIP) trunks, enterprises are exposing their networks, users and sensitive data to a new class of security threats. These can allow remote hackers to eavesdrop on enterprise communications, launch denial-of-service (DoS) attacks, and take over mobile devices to steal and alter confidential data. Further challenging UC in the enterprise is the escalating trend of the consumerization of IT, with staff using personal smartphones, tablets and other mobile devices for work communications (BYOD). In this webinar, two leading subject matter experts, representing the end user and technology provider communities, will help you understand the threats in detail, and will offer specific recommendations for how you can mitigate these threats. You'll come away from this session with a to-do list of items that will help you harden your next-generation communications environment against potential security threats. Sponsored by Avaya.
April 11th, 2012
In a world of touch 'n swipe interfaces brought about by the proliferation of smartphones and tablets, personal video is likely to have significant impact in the enterprise in the not too distant future. How should organizations plan for personal video? Will it need to interoperate with group or telepresence video? How should organizations prepare in terms of infrastructure, scale, management, and integration into their overall communications fabric and their daily business? How will the end users be impacted, and what can they look forward to? Industry analyst and UC expert Brent Kelly from Constellation Research will join Terry Robinson, Global Video Collaboration Marketing Manager at Avaya on Wednesday, April 11 at 2:00 p.m. ET to discuss these issues and to interact to interested participants through a Q&A format. Sponsored by Avaya.
March 14th, 2012
By some estimates, HALF of customers experiencing problems or frustrations will not contact you for help--and 60% of them will not do business with you again. Yet, over 80% of customers with even major problems become loyal if their problems are resolved quickly. No matter your business or business model, reaching out to customers is critical. The challenge: how to blend outbound calling, web chat, mobile/texting apps and other out-reach media into your contact center. In this webinar, contact center expert Sheila McGee Smith brings you up to date on best practices for the outbound or blended contact center. Sponsored by Siemens Enterprise Communications.
March 1st, 2012
As the benefits of social business become clear and the case for social business grows more compelling, enterprises are looking for approaches that allow them to cost-effectively roll out these systems, so as to capture these benefits quickly, and rapidly gain positive ROI and productivity benefits. Join this Webinar to see how other companies are approaching social business and embracing the spirit of collaboration and community . internally and externally . to deliver unprecedented return for the time invested. You'll hear about how IBM is leading the way with its SmartCloud for Social Business services, and you'll gain insight into the keys to becoming a social business and the advantages of moving to the cloud. Sponsored by IBM.
February 15th, 2012
For employees away from the office — whether on the go, at a remote location, or telecommuting from home — success depends on connecting the right people with the right information anywhere to accelerate business. In this webinar you will see how Avaya provides employees with tools that mirror the office work environment, with all of the features they need to communicate faster, smarter, and cost-effectively. Avaya mobile collaboration solutions help ensure employees stay available and productive, no matter where they work. To help you understand the challenges and how you can solve them, Avaya's Lawrence Byrd is joined in this session by well-known enterprise mobility expert Michael Finneran of dBm Associates and UCStrategies.com.
February 1st, 2012
Have your video implementation projects fallen short of your expectations in user satisfaction or utilization? Reaping the benefits depends on not only on selecting the technology, but on careful planning, management and adoption programs that fit your unique business. In this webinar, Ira Weinstein, Wainhouse Research and David Danto, Dimension Data will reveal the keys to a successful video rollout. You’ll discover reasons organizations fail to achieve desired results, industry trends that affect your investment decisions, how to overcome typical video deployment challenges, methods for improving the user experience and adoption and proven strategies for maximizing return on investment.
January 18th, 2012
As your enterprise moves into its Unified Communications migration, you’ll need to meet short-, medium- and long-term goals that provide investment protection, return on investment, and real business value. In this Enterprise Connect webinar, two industry veterans with a wealth of real-world experience will share their tales from the trenches, offering real-world lessons from actual deployments that they've been involved in. They’ll use these examples to draw conclusions that you can apply in your own enterprise, on everything from network planning to security to company organizational issues, and lots more. Sponsored by Black Box Network Services.
November 30th, 2011
Industry is ramping up to build private and public cloud infrastructures in an effort to realize the operational efficiencies and cost savings achieved through server consolidation. However, server virtualization is not without its risks. Traffic and I/O requests driven by an increasing number of virtual servers places tremendous stress and higher performance requirements across the end-to-end data center network. Careful planning and pre-deployment risk assessment are necessary to understand how to squeeze the most out of server resources without compromising the reliability and performance of supported applications and services. Enterprise IT also needs comparative performance information to assist them in product differentiation and critical purchase decisions. Today’s data center Ethernet fabric network design implementations require low latency and power consumption and the ability to scale both north-south and east-west flows, all with a minimum number of network tiers. This presentation reviews best practices and tools for implementing data center clouds, including how to pin-point and resolve problems, and minimize cost while maximizing performance and usability. We will discuss new performance benchmarks for evaluating data center switches and adapters functioning in converged and virtualized data centers. Industry expert Nick Lippis will share new test results from multiple vendors for core and edge 10GbE and 40GbE switches. The session includes a 15-minute live question and answer period with experts from Extreme Networks, Ixia, Infonetics and the Lippis Report. Sponsored by Extreme Networks.
October 26th, 2011
Cutting expenses and doing more with less is the mantra of the day. Telecom and IT departments are looking toward self-service management and automation strategies as a solution. Telecom equipment vendors offer some self-service capabilities but often times give end-users too many options with little direction. This creates confusion and causes the system administrator to trouble-shoot even more problems. What is needed is a solution that allows an organization to define exactly what an end-user can self-manage and user friendly tools to make it possible. This webinar will focus on the strategies, best practices, and technology surrounding self-service telecom management. The webinar will feature a live enterprise case study presented by Steve Mifsud, Automation and Support Manager, Royal Bank of Canada. Sponsored by Unimax.
October 12th, 2011
Most organizations today cannot tolerate a slow network and know that business and employee productivity plummets when the end users experience slow application delivery, dropped VoIP calls, connectivity bottlenecks and overall poor performance! But slow networks don’t happen by accident. In this webinar we will review the three top reasons why the network is slow and provide insight into why the problem is occurring and how to resolve it. This webinar will also discuss how the networking team can more effectively demonstrate when the performance problems are not occurring because of the network, but another issue. Join AppNeta CTO Matt Stevens and Terry Slattery, principal consultant at Chesapeake NetCraftsmen, to learn how to ensure that your network is prepared to handle business critical applications, your end users are happy, and you have an answer to why “The Network is Slow!”
September 28th, 2011
As more enterprises look to take advantage of hosted or “cloud ” communications services, they realize that up-front planning is essential to ensure a seamless and smooth implementation. IT and network managers who have made this transition for their companies realize the importance of planning and identifying the network infrastructure, functional and feature requirements before they made the transition from a premise-based PBX to a hosted IP-PBX solution. In this webinar, you’ll hear from experts with deep real-world experience, who will walk you through the steps you’ll need to take in order to ensure that a successful migration to a hosted IP-PBX infrastructure. Sponsored by XO Communications and Polycom.
September 14th, 2011
Cloud-based contact center solutions can provide significant savings when compared to the TCO of premise-based contact center solutions. In this webinar, call center expert Sheila McGee-Smith will bring you up to date on the state of cloud-based contact centers; and Donald Greco, Director of Siemens Enterprise Communications’ Customer Interaction Practice, will compare the TCO of cloud- and premise-based contact center solutions. You’ll leave with a clear view of what’s possible via the cloud and how to evaluate the financial effects for your contact center. This Webinar is sponsored by Siemens Enterprise Communications.
July 27th, 2011
Enterprises face a number of opportunities and diverse challenges as they try to streamline communication/collaboration and be fiscally responsible to management and shareholders by efficiently controlling costs, while also managing major technology change. These challenges plus the need to accelerate innovation and improve agility are driving major changes to the IT and telecommunication environment of the organization. Microsoft Lync 2010 is the next generation of Unified Communications solutions helping people connect in new ways. A Forrester Study on Total Economic Impact of Microsoft Lync Server shows that an organization with 5,000 information workers can realize benefits totaling more than $18M in three years with a ROI of 337% by implementing Lync. Microsoft solution is in the Leaders quadrant of the 2010 Gartner Magic Quadrant for Unified Communications. Lync brings together an ecosystem of partners from systems integrators, ISVs, hardware and infrastructure partners, and key members of these communities will take part in the next Enterprise Connect webinar, on Lync implementation. Attend this webinar to hear leaders from Microsoft and two of its leading Lync partners, Unify Square and NET, discuss how Lync is helping large enterprise companies transform their businesses. You also will learn about the new Solutions and Deployment best practices, for successful large scale global enterprise deployments. Sponsored by NET.
June 29th, 2011
Businesses are always interested in improving the way customers can contact them, especially if this can be achieved cost-effectively. One contact channel that holds much potential is the ability to direct calls from the growing Skype community to your SIP-based PBX or UC platform. Given that Skype has over 145 million average monthly connected users, tapping into this channel promises major business benefits to the enterprise. Attend this webinar to hear about the latest trends in cloud communications and how businesses can connect to the Skype community without having to replace their existing infrastructure.
June 15th, 2011
The latest generation of video conferencing solutions is leading to unparalleled productivity and richer communications, helping to explain the explosion of real-time video-based services on enterprise networks today. Performance sensitive applications such as video conferencing are critically dependent on the health of the network--and if you can't see how it is performing, how do you ensure that your calls and video conferences won't degrade, or get dropped completely? But the interaction between video-conferencing and your network is a two-way street. While key network performance and quality metrics must be measured and managed in order to deliver consistent and predictable call quality from your designated video conference rooms, understanding the use and associated network impact of impromptu desktop-to-desktop video calls on your network (video sprawl...) is also important for overall successful service delivery. This webinar will cover best practices for ensuring your network is up to the task of supporting your video-conference deployments. The webinar will discuss the challenges faced when managing network performance specifically for video-conferencing and how to resolve these issues. AppNeta CTO Matt Stevens and John Bartlett of NetForecast will be your hosts for this session.
May 25th, 2011
In this webinar, you will get an understanding of all the factors you need to consider in order to ensure interoperability of all your network elements over a SIP Trunk-based wide area network. A leading consultant with extensive real-world deployment experience will provide a catalogue of the issues and pitfalls, and will spell out the elements that must be integrated as part of a SIP Trunk implementation, describing the challenges and offering solutions. He'll be joined by a leading service provider's representative, who will provide in-depth description and illustration of what a successful, truly integrated SIP Trunk deployment looks like. They'll also answer your questions. You'll walk away from this webinar with a clear idea of the steps you need to take in order to ensure that your SIP Trunking deployment succeeds. Sponsored by XO Communications.
April 13th, 2011
The business case for SIP and Unified Communications is increasingly compelling, with high expectations for significant cost reductions and increased productivity. But once deployed, turning these expectations into reality is often the biggest challenge. SIP, UC, and VoIP networks often add complexity with an array of different elements from different vendors, as well as increasing demand for voice quality, performance, capacity, support, and service level compliance. To tackle these challenges, enterprises need end-to-end management and unified visibility over every location in the network to isolate and troubleshoot issues with QoS, performance, faults, and SLAs. Deep visibility is also needed throughout the entire "stack," from the network and session layers right up through the application-from SIP at the core to the softphone at the edge. In this webinar, Nemertes Research Principal Research Analyst John Burke is joined by Tone Software Director of Strategic Technology Advancement Amit Kapoor, to detail what it takes to actually implement this level of unified visibility and management, the standards and tools required, and how to make the business case for deploying these tools. You'll come away from the webinar with an action plan for specifying and deploying holistic end-to-end management that helps ensure you can deliver the expected ROI from SIP and UC based communications.
March 30th, 2011
What's the true state of real-time communications security in 2011? Which are the most serious threats to your enterprise and customers, and which are still, at this stage, more distant prospects?Several industry reports have emerged since the late 1990s detailing real-world, measured security issues and threat levels associated with traditional data networks and IP-based communications. These reports play an important role in profiling and measuring IP and data network threats and incident levels to help guide corporate security decision making, while educating the public at large. Interestingly, a dearth of attack and threat data for voice/UC communications exists, even though voice technologies pre-date IP systems by more than 100 years. A new industry report and webinar from SecureLogix changes this. In this webinar, we will discuss the current, real-world state of security in the realms of enterprise Voice and Unified Communications (UC). Leading security experts from SecureLogix will present real-world findings drawn from documented and observed operational attacks against U.S. corporations over the past year, and compare them with data observed over the past 10 years where relevant.
March 16th, 2011
Today's leading applications are more performance sensitive than ever before. Performance sensitive applications such as VoIP, Video and other UC services are critically dependent on the health of the network - and if you can't see how it is performing, how do you ensure that your calls and video conferences won't degrade, or get dropped completely? As organizations transition from traditional network infrastructure to remotely distributed applications and cloud-based communications services, they are at risk of serious performance problems like latency, loss and jitter. When these parameters are not carefully managed, VoIP & videoconference calls experience serious problems and often fail abruptly. This webinar will cover the challenges of successfully preparing for and rolling out performance sensitive communication services like VoIP, Video and other internet based applications. Apparent Networks CTO Matt Stevens will discuss best practices for ensuring successful deployments, and remotely managing the performance of Unified Communication services at and from remote locations.
February 16th, 2011
Much has been discussed regarding the integration of IP-PBX and Unified Communication features with mobile phones, and how a seamless mobility solution can drive increased productivity. Features such as single number, single voicemail, PBX feature extension, and abbreviated dialing are often most touted as productivity enhancers. However, while those benefits are real, it's often difficult for IT managers to justify investing in them, as the cost benefits are often "soft" - i.e., they do not result in a direct benefit to the bottom line. This webinar will not focus on those soft benefits - rather, it will examine a number of customer scenarios where mobile integration solved a vexing business problem, enabled the customer to clearly reduce their operational costs, or both! Discussion will hit on a number of verticals, such as healthcare, professional services, manufacturing, and service industries, where features such as call recording, call tracking, and call masking all led to a clear ROI. Presenters will also review how to cost effectively eliminate desk phones and move on-the-go employees to a mobile-only environment with no loss of functionality or connectivity. Please join Al Leo, Vice President - Sales and Business Development, Tango Networks, and Brian Gregory, General Manager, Convergence Marketing, Sprint, on Wednesday, February 16, for an informative discussion on the flexibility, new utilities and solid business benefits of mobile integration.
January 27th, 2011
Unified Communications (UC) is new to many organizations and deployments are complex. Nemertes Research has surveyed over 1,000 companies and found that capital costs account for only 38% of the total first-year expenditure, and only 19% when looking at total cost of ownership over 5 years. Yet, despite this relatively small portion of the total costs, IT staffs tend to focus on capital rather than deployment and operational costs. Nemertes has also found that one of the biggest keys to success is having specialist management tools in place from scratch. Not only do specialty management tools help improve performance; their use correlates with significantly lower implementation and operational costs for both single- and multi-vendor implementations throughout the entire communications platform lifecycle. In this webinar, Nemertes and VOSS Solutions discuss how organizations can achieve a greater return on their VoIP and UC investment by using specialty management tools. Robin Gareiss, EVP and cofounder at Nemertes will present her research findings, and Christopher May of VOSS Solutions will provide real life examples of how organizations have saved over $500 per end unit, per year.
November 18th, 2010
Unified Communications (UC) is a requirement for most large enterprises looking to deploy new communications solutions. But is UC applicable for smaller organizations as well? Do they need it, and, more importantly, can they afford it? Historically, many SMBs assumed a UC solution was infeasible for their business due to lack of resources, both financial and personnel. This is no longer the case as vendors are developing UC offerings that are targeted for SMBs with functionality and pricing that can be implemented and scaled as a business grows. Now, UC can be an evolutionary process, allowing companies to start with a solution that meets their basic needs and add capabilities over time. In this webinar, Blair Pleasant, President & Principal Analyst from COMMfusion, and Gary Mading, Senior Product Manager from Aastra, will focus on what SMBs are looking for from UC applications and how these applications can help them meet their business challenges including: Doing "more with less" - improving productivity, support for a mobile workforce, limited IT staff and budgets, empowering workers with increased access to information and improving customer responsiveness. Join us for this informative webinar to learn how to build a UC Business Case for your small or mid-sized business.
November 10th, 2010
It's a challenge keeping up with all the ways we can "connect" with someone, via: desk phone, cell phone, email, IM, Facebook or a tweet. With all the different devices, contact directories, user interfaces and underlying technologies, it is time-consuming just managing it all. New classes of enterprise devices are emerging to help users integrate all of these media, connectivity options and user interfaces, and bring together all of these communications channels in an easy-to-use format. Portable devices with wireless connectivity and desktop-docking options are leading the way, by offering exceptionally high-quality audio and video, along with touch-screen interfaces that offer a consistent user experience no matter where the user is, and what network he or she connects over. In this webinar, leading industry technologists and analysts will help you understand the technology and business case that underlie these new devices. You'll learn how the new generation of computing devices provide higher-quality communications while sharply reducing the bandwidth requirements that traditional devices imposed for applications like videoconferencing. You'll also get an understanding of how to make the business case for deploying this new generation of devices within your enterprise. Sponsored by Intel.
October 27th, 2010
In this webinar, Mark Collier, CTO and Vice President of Engineering for SecureLogix Corp. and long-time Enterprise Connect voice security expert presenter will help you understand how to recognize, profile, and protect against TDOS attacks and fraud schemes inside your business. You'll come away from the webinar with the very latest in TDOS attack profiles and growth trends, an understanding of why TDOS attacks are expanding so rapidly and the implications for your business, very recent real-world examples of TDOS based fraud schemes and other attacks that can be used to identify TDOS activity in your network and an awareness of best practices and TDOS prevention solutions to help ensure the integrity of your business operations.
October 13th, 2010
In the current economy, IT departments must ensure that all new projects align with business goals. So how do you prove that your proposed IPT/UC project delivers true business value? The best way to successfully present the benefits of IP telephony and Unified Communications to management decision makers is with a business case that demonstrates how IPT and UC offer both immediate cost savings, as well as longer-term total cost of ownership and business process benefits. The areas of potential savings with IPT and UC are so numerous and diverse, that you risk not capturing the full cost benefits and strengths in your business case. In this webinar, Robin Gareiss, Executive Vice President & Senior Founding Partner of Nemertes Research and Kevin Gavin, Vice President of Marketing at ShoreTel will help you frame the business case equation and identify all the ways in which your enterprise can benefit from IPT/UC.