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Unified Communications

A unified solution integrates all forms of customer interaction and refers to a real-time communication delivery based on the preferred method and location of the recipient; In general, it allows an individual to send or receive a message on one medium and received on another

The term of presence is also a factor – knowing where one’s intended recipients are and if they are available, in real time – and is itself a key component of unifying communications. To put it simply, unified applications integrate all the systems that a user might already be using and helps those systems work together in real time. For example, unified technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call, or even a video call – all within minutes.




For further information on each vendor, click on the description links below.
 
Aspect

Aspect is a global software and IT services firm specializing in applying Microsoft® unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center.  Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com.
Avaya
Why Avaya Solutions? Avaya focuses on customer-driven processes to provide support for best-practice CRM and management, customer segmentation strategies and commitment management.
Cisco Systems, Inc.

Cisco Systems, Inc. industry-leading customer contact solutions provide businesses with differentiated competitive advantage enabled by superior customer support capabilities. Cisco’s customer contact portfolio includes both TDM- and IP-based speech self-service and assisted-support software solutions for large and mid-sized customer contact centers – all designed to improve support, reduce costs, and increase productivity.
Interactive Intelligence®
Complete CTI solutions for IP contact centers, outbound predictive dialing, eServices automation and quality monitoring. Innovation, experience and value since 1994. Interactive Intelligence. It’s what we do.
Nortel
Nortel offers a complete portfolio of scalable, flexible Customer Contact and Voice Portal Solutions for meeting your call center and customer relationship management needs.
Siemens Enterprise Communications, Inc.
Siemens HiPath™ ProCenter® contact center products and services can help your company increase first contact resolution and improve ROI while increasing customer revenue and retention. You can have immediate impact on your contact center efficiency with Siemens Integrated Presence Management and Collaboration tools, industry-leading IVR, ACD, call monitoring and reporting tools with the ability to make real-time adjustments to routing, queuing and skill-setting parameters.

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