Resource library
Call progress analysis for contact centre solutions
Whether you call it a call centre or contact centre, it is not a new concept. Multi-channel contact centres have been around for years, and they have become a vital business tool for many organisations, playing a central part in developing customer relationships and revenues....Read more
Distributed architecture for VoIP telephony solutions
As the initial reservations about VoIP voice quality, security and reliability fade away, this technology becomes a cornerstone of next generation, enterprise level voice-based applications and telco services. Residential VoIP is experiencing a fast market penetration and has definitely ceased to be a novel phenomenon, and corporations are looking for better ways to leverage VoIP in next generation designs....Read more
Implementing telco grade functionality
The facts are clear: VoIP technology has matured, inevitably leading to increased competition, especially from low cost solutions. How do equipment vendors and systems integrators survive? How do they protect the gross margins? How do they keep ahead of the competition? These dilemmas are faced by everyone in the VoIP industry. This article aims to provide insight into where to find the answers....Read more
Achieving dual chassis fault tolerance
When deploying equipment onto public telephony networks, operators and service providers demand a minimum level of service often expressed as 'five nines' availability. To meet that criterion for user service accessibility, systems have to be designed with reliability and fault tolerance in mind. Continuity of service is the paramount factor, such that a system must remain viable when a failure occurs - whether it's associated with hardware or software....Read more
