Your contact center, Alcatel-Lucent officials say, provides "the most powerful way for you to dynamically engage customers and create superior customer service experiences."

 

The Alcatel-Lucent OmniGenesys Contact Center is based on the integration of the Genesys Suite call center software and the Alcatel-Lucent OmniPCX Enterprise enterprise communications product. This enables high-end, multimedia customer interactions that increase your competitiveness and profitability.

 

Using the dynamic contact center and your communications network, the OmniGenesys offering "allows you to continuously adapt your contact center to your business environment to make the most of your communications and contact center investments, " company officials say. 

 

"It extends the reach of your customer interactions beyond the traditional borders of a contact center by integrating collaboration tools, network performance management that monitors customer interactions, and a series of solutions that connect your entire organization to customer service."

 

Read more here.
 

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A Webinar titled "Enabling 4G Backhaul without Breaking the Bank," was presented Wednesday September 15.

 

Advances in wireless technology have exceeded the expectations of consumers and network operators alike, as Webinar officials pointed out, saying as 3G networks feel the strain of users' insatiable demand for mobile applications and the migration to 4G networks approaches, Webinar organizers say, the demands on backhaul transport are becoming acute.

 

A good example of this is the impact AT&T & Verizon have felt on their networks from devices like the iPhone and the HTC Droid. The remedy to this challenge, according to the presenters, is enhanced base-station coverage as well as deployment of 4G next-generation networks. These activities will require a dramatic expansion of backhaul capacity and coverage.

 

Presenters included Paul Obsitnik, with more than 17 years experience in sales, marketing and business development positions and a proven track record in technology companies. His areas of focus & expertise include strategic planning, market development, product management and product marketing.

 

Read more here.

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A recent Webinar titled "Voice of the Customer Best Practices: Leveraging Customer Feedback as an Enterprise Asset" was broadcast on Wednesday, August 25.

 

It dealt with the fact that today's most successful Voice of Customer programs are enterprise-wide initiatives that incorporate customer feedback into strategic decision making. "Using Enterprise Feedback Management," the presentation stressed, "you can transform feedback into an enterprise asset that directly impacts revenue and profitability."

 

Presenters included Bruce Temkin, Customer Experience Transformist and Managing Partner for the Temkin Group, and Justin Schuster, Vice President of Enterprise Products for MarketTools. They discussed best practices for designing a Voice of the Customer program using Enterprise Feedback Management, including useful best practices for collecting feedback across all customer touch points through a variety of channels including surveys and social media.

 

They also spoke on how to share feedback across the enterprise in way that's relevant and actionable to specific roles, and making an impact on loyalty and retention with closed-loop action management.

 

Read more here.

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Earlier this month, Radvision sponsored an informative Webinar titled "Realizing FaceTime on Android Devices." The presentation looked at two major trends set to coincide in the coming months - Google's Android operating system will be adopted by vendors developing consumer electronic products with any kind of a display, be it mobile handsets, tablets, netbooks, mediaphones or other devices, and consumer video chat services will increase.

 

"With the introduction of Skype TV and Apple's iPhone 4 FaceTime service, consumer electronic vendors can no longer ignore the need to provide video chat as part of their devices," Webinar presenters said, adding that these two trends come with a set of challenges "that vendors have not experienced until today."

 

Presenters Tsahi Levent-Levi and Amit Lavi discussed these challenges and what vendors can do to mitigate them, reviewing the building blocks of a FaceTime-like mobile video chat service, challenges in developing video chat services, different technology routes taken by companies supporting video chat, how video chat services map into the Android OS and Radvision's BEEHD offering for Android Devices.

 

Read more here.