Whitepapers
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Mid-Market Contact Centres - an Alcatel publication with research from GartnerAn introduction to Mid-Market Contact Centres Delivering both Operational Efficency and Usability is critical to Contact Centre efficency. It goes far beyond the simple implementation of a technology based application. Moreover, it represents the only way to integrate Contact Centres - meaning operations and people - within the whole organisation process, while highlighting the contribution of different roles towards company success. This document explores what the role of the Customer Service Agent should be and how to expand a Contact Centre beyond its usual limits to make it a strong contributor to the global strategy ultimately aimed at improving customer experience, satisfaction and revenue generation.
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Next Generation of Unified Communications for Enterprises To compete in today's business world, enterprises need to improve their internal and external communication flows between employees, customers and suppliers. This white paper unveils OmniTouch Unified Communications, a suite of next generation unified communication applications for enterprises aimed at improving relationships, interactions and communication. This software suite comprises of four applications for handling real-time and non-real-time communications, as well as personal assistant and personal information management. All these applications are accessible anywhere from any terminal. OmniTouch Unified Communications uses the latest Internet technologies and leverages existing data and voice infrastructures and applications. |
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Wireless Lan Security Wireless technology and user mobility have changed network security forever. Securing people, not ports, is now a strategic imperative. Conventional wisdom of distributing various security functions at the perimeter or even within wiring closets just doesn't work. With Alcatel’s grid architecture, there's now a better way to centralize best-of-breed network security services while still making these services available everywhere for wired and wireless users alike.
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