Call Center Software Predictions for 2012

Call centers have long been an element integral to a business’ success, but this year in particular showed considerable improvements and progress in terms of how agents interact with customers.

The rapidly approaching year is looking to be no different, as the contact center as a whole will certainly integrate next-generation features and technology that empowers agents to handle large numbers of inbound inquiries and outbound contacts.

Based on developments that occurred throughout 2011 in the contact center, here are some predictions for what call center software tools will help take contact centers to the next level in 2012.

IVR self-service: The call center industry will surely take on a more dedicated approach to improving customer satisfaction and loyalty, but will still heavily rely on IVR self-service to handle call influxes and disperse high-value customers to live agents. Much like a traffic cop, a call center’s IVR system can immediately handle call queues and direct each call to the appropriate department. According to recent statistics from Global Industry Analytics, the global market for IVR systems is projected to hit $2.78 billion by 2017, with much of this growth to kick-start next year.

Social media: As social media continue to come to the forefront, call centers are increasingly adopting this technology as an additional layer to customer outreach. In 2011, social media proved to be a channel of rapid and voluminous feedback from customers, especially with the prevalent tendency of people to voice their customer experiences – negative or positive – on social networks like Facebook and Twitter. In 2012, we will see social media become more of a requirement and less of an option as more companies move to assess the benefits to their customer service processes.

Unified communications: Video conferencing and instant messaging definitely underwent a big audition in the enterprise in 2011, but easily made the team as effective communication tools for businesses. In 2012, conferencing and chat will potentially become “captains” in the call center, as contact centers come to terms with these technologies as being additional interactive methods for agents to communicate with customers. Thanks to faster broadband and more emphasis on collaboration, conferencing and IM capabilities will continue to secure their niche in the contact center in the New Year.

Virtualization: As opposed to traditional contact centers, which require lofty set-up costs and installation wait-time, cloud-based call centers – or those in which agents work from remote locations and require just a headset and computer – are rapidly gaining traction. In addition to speedy deployment, virtual call centers enable businesses to easily scale their workforce based on current business demands, trimming down on costs and boosting productivity. In 2012, call centers will increasingly move to the cloud in an effort to achieve financial and technical advantages without being limited by geography.

Performance management: Call centers will always be customer-centric, which is why in 2012, contact centers will hone in on gauging how well their agents are performing, and how satisfied their end-users are with service. Using specialty call center software, such as recording and analysis tools, call centers will be able to gain an objective method for measuring and evaluating the performance of all contact center activities. The clearer the picture, the more likely agents will deliver a more superior performance that will positively impact customer satisfaction, as well as callers’ brand experience and revenues.

Originally posted at: http://www.tmcnet.com/channels/call-center-software/articles/249921-call-center-software-predictions-2012.htm

Business VoIP vs Cloud PBX

As different types of technology are constantly introduced to the market, it is easy to get confused about what solutions have certain capabilities and features. To help break it down, this article will detail the key differentiators between business VoIP and Cloud PBX.

Business VoIP utilizes voice over IP technologies that allow calls to be made over an IP network such as the Internet rather than a traditional PSTN. VoIP phone systems are typically used by small to medium sized businesses (SMBs) and offer users a cost-effective way to make and receive calls, while simultaneously gaining access to multiple features that seamlessly integrate with the company’s resources over the Internet.

Outdated phone systems required circuits to be switched by PBX equipment and phone lines to be connected to the Public Switched Telephone Network (PSTN). However with business VoIP, the system can quickly convert the signal digitally and sends it by voice data packets through an Internet Protocol (IP). In addition, VoIP can also utilize the PSTN which enables calls to be connected to l land lines, according to a recent piece.

VoIP technology is extremely important as it combines voice and data into one unified network. This helps to dramatically increase mobility, as the system can be accessed wherever an internet connection is available.

Some features typically associated with business VoIP are advanced call forwarding and electronic messaging, auto-attendant, three-way conferencing, Advanced Call Distribution (ACD), call routing and more.

On the other hand, Cloud PBX is a phone service that is connected via the internet, and the phone service provider is required to maintain and manage the overall cloud PBX system.

Cloud PBX boasts many capabilities that go above and beyond what a conventional telephone system can offer such as caller ID, voicemail and call routing.

A huge reason to implement a Cloud PBX solution in your business is the increased scalability it offers. “It is enough if you initially buy the base system and add extensions and features as your business grows. With normal telephone systems it is necessary to pay more or install additional wiring to add another phone line, but this is not the case with a Cloud PBX system,” the article revealed.

Cloud PBXs also enhance mobility, as they work no matter where you are and can call a mobile phone directly.

Moreover, there are several different types of Cloud PBX systems including Public Cloud PBX, Private Cloud PBX, and Hybrid Cloud PBX. Each of these Cloud PBX systems rely on business VoIP technology to work successfully.

Originally posted at: http://www.tmcnet.com/channels/business-voip/articles/249301-how-business-voip-cloud-pbx-differ.htm

Cloud Computing Revenues – 2016

The cloud computing market will represent $240 billion worth of revenue by 2016, up from $77 billion in 2011, according to Visiongain.

Visiongain believes that mobile cloud service revenues will reach $45 billion in 2016, with a compound annual growth rate of 55.18 percent from 2011.

At year end 2016, more than 50 percent of Global 1000 companies will have stored customer-sensitive data in the public cloud, Gartner researchers also believe.

Those forecasts are higher than some forecasts in early 2011. To forecast revenue, analysts start with the concept of average revenue per employee per month. Yankee Group calculates average revenue per employee for software as a service (SaaS), infrastructure as a service (IaaS) and platform as a service (PaaS) as $4, $2 and $1, respectively.

For example, a typical enterprise will spend $4 per employee per month on SaaS. This is equivalent to $48 per year per employee, or what a small business or sole proprietor might pay for an online backup service such as Mozy or Carbonite and simple collaboration software like Evernote or Dropbox.

All of that adds up to annual revenue of about $23 billion by 2014, Yankee Group has estimated.

The Yankee Group global forecast for cloud computing revenue includes some key definitions.

Yankee Group defines midsize to large enterprises as 250 or more employees. The forecast also includes SMBs, which the firm defines as organizations with two to 249 employees. The forecast excludes consumer cloud services but does allow that small businesses will often adopt consumer cloud services for business use.

Yankee Group excludes sole proprietors from infrastructure as a service and platform as a service because analysts do not believe the typical small business has a need for those services.

The forecast likely understates demand in the small business segment to the extent that many small software firms will have high incentives to buy platform and infrastructure services “as a service.”

Those developments will affect many other industries and businesses. Separately, analysts at Gartner estimate that, by 2015, low-cost cloud services will cannibalize up to 15 percent of top outsourcing players’ revenue.

Gartner sees low-cost cloud services disrupting traditional IT in the same way that low-cost air carriers like Ryanair and Southwest disrupted the major commercial airlines.

Originally posted at: http://www.tmcnet.com/topics/articles/246856-how-big-will-cloud-computing-revenues-be-2016.htm

Mark Zuckerberg Vs. Mark Zuckerberg

Facebook has set its legal hounds on Mark Zuckerberg. The Facebook founder could be forgiven for having a slight identity crisis now that Facebook has been forced to send a cease and desist notice to Zuckerberg, asking him to delete his profile on the social network. Confused? Perhaps it’ll make more sense if I mention this: There’s more than one Mark Zuckerberg in the scenario.

The Zuckerberg who’s being threatened with legal action is an Israeli businessman formerly known as Rotem Guez, who changed his name to that of the more famous American businessman on December 7 in the latest in a series of strange Facebook-centric decisions. Not only has the newest Mark Zuckerberg already threatened to sue Facebook after the site shut down an earlier account he’d created under the name–way back in January this year, before he was “officially” Zuckerberg–but he’s also faced legal threats from Facebook for the creation of a company called “Like Store” that claimed to sell Facebook “Likes” for brand pages.

On his personal website, MarkZuckerbergofficial.com, Zuckerberg 2 has shared the most recent communique from Facebook’s legal team (they continue to refer to him as Rotem Guez), which states that the company is continuing to “gather evidence detailing additional illegal activities” that NewZuckerberg is participating in, adding that Facebook “takes the protection and proper working of its network very seriously and is committed to keeping Facebook a safe place for users to interact and share information” and requesting that he confirm in writing that he will no longer access Facebook, nor develop any business offering related to Facebook in order to avoid “whatever measures [Facebook] believes are necessary to enforce its rights, maintain the quality of its site, and protect its users’ privacy and information.”

Zuckerberg’s response? He’s attempting to create a viral campaign painting himself as a wronged party, of course, which doesn’t seem to be going so well judging by the comments on his site: “The ultimate troll,” writes one visitor, while another writes “God, what a coward.” Hey, at least he can claim to share Internet hate with the real Mark Zuckerberg.

Originally posted at: http://techland.time.com/2011/12/19/the-legal-case-youve-been-waiting-for-mark-zuckerberg-vs-mark-zuckerberg/#ixzz1h31Il0GF

Customer Service Technology Trends for 2012

Place your contact center at the heart of your corporate social networking. You should be monitoring relevant social media channels, using them as self-service knowledge bases and engaging customers in real time on key networks such as Facebook and Twitter.

Your website needs to be optimized for mobile/smartphone access. Sabio notes that 46 percent of U.K. smartphone customers used their device to access the Internet over the last three months.

Consistent customer interactions across multiple channels. In 2012 consumers will expect their interactions to be handled consistently regardless of the channel they’re using, whether it’s mobile, a social interaction, traditional voice, webchat, e-mail or other emerging channels.

Have you got an App for that? Customers are now familiar with using apps as a service channel. These dedicated apps are increasingly giving customers a fast-track route into customer service centers, bypassing lengthy IVR processes and offering rapid escalation to webchat and voice interactions.

Tracking key service metrics through customer feedback. 2012 looks set to be the year when major organizations really start to embrace the link between offering a high quality customer experience, loyalty and longer-term financial success.

Capturing the true Voice of the Customer. Speech analytics technology has now reached a level of maturity and affordability where you can quickly determine exactly why customers are calling and highlight those calls that really shouldn’t be happening in the first place.

Helping your agents to make more of a difference. Deploying multi-channel agent desktops empowers agents, helps to deliver better quality of service to customers, and can unlock operational savings.

Video to become a mainstream customer service channel in 2012. The massive popularity of online video sites such as YouTube is driving the use of video content to support customer service operations.

Applying Cloud technology where it can deliver the best value. 2012 will see an increased emphasis on organizations identifying which customer service tools can benefit most from being implemented as cloud services.

Delivering real added value through Virtual Assistants. These avatar-style animated digital characters support customer service operations by interacting with web visitors.

Originally posted at: http://call-recording.tmcnet.com/topics/call-recording/articles/243005-ten-customer-service-technology-trends-2012.htm

11 Warning Signs Your Career Has Stalled

Your career can lose power for many reasons: a lack of opportunities, industry changes and plain old boredom are just a few of them.
Are you wondering whether your career has stalled? Here are some of the top warning signs, according to experts:

1. Your role and responsibilities haven’t changed in a few years or more.

2. You’ve bounced from employer to employer without much change in job title or salary.

3. You can’t remember the last time you learned something new about your industry or field.

4. People hired after you have been promoted faster than you.

5. You’re not invited to important discussions or meetings of the kind you used to attend.

6. You have fewer job duties than you used to.

7. Your performance reviews contain terms like “consistently meets expectations” or “adequate performance.”

8. No one at work asks for your help — or no one in your professional network asks for advice.

9. You dread going to work in the morning.

10. Your manager and coworkers stop communicating with you — in general, your phone rings less and you get fewer emails.

11. You spend a lot of time complaining about work, or and when you tell stories about work, you are the story’s “victim,” not its hero. Sound familiar? Never fear — there are plenty of ways to get your career back in the fast lane.

Here are some ideas:

Talk to Your Boss

A first step is to address problems head-on. For instance, if you’ve been stalled in the same position at the same employer, request a copy of the title hierarchy and job descriptions in your organization, says Debra Yergen, author of the Creating Job Security Resource Guide. “Work with human resources and your boss to find out what steps you need to take to move from where you are to the next step up,” she says.

Alternatively, tell your boss you’re ready for new challenges and new assignments. If you’ve been quietly doing your job and
keeping your head down, he may not realize that you’re feeling unfulfilled.

Ask for What You Need

Alan G. Bauer, president of recruiter Bauer Consulting Group, says you can ask your manager for tips on what you need to improve. Also, he says you can ask your HR department what’s going on with an overdue raise. “If your merit increases are lower than your coworkers’, there may be an issue,” he says. “The company budgeted a certain amount for salary increases — if you aren’t getting your share, you need to find out why.”

Brad Karsh, founder and president of the career-services firm JobBound, says to look for ways to be more effective, efficient and
strategic. “Ask your manager about the possibility of a rotational program to see the inner workings of the company and gain fresh perspective and new ideas,” he says.

Take Initiative

Karsh also suggests figuring out what keeps your boss up at night. “Find a way to solve that problem,” he says. “You need to be a key player.”

You can also take some classes or work toward a degree, suggests Mary Greenwood, author of How to Interview Like a Pro.

Or consider on-the-job training. “If you value continuous learning, you can volunteer for a project that will require new skills,” says executive coach Elene Cafasso. “Perhaps you can transfer to another area of the business or learn what’s needed to back up a coworker.”

Rick Dacri, author of Uncomplicating Management, suggests getting actively involved in a professional association. “Get a leadership role, speak before the group or write an article for the newsletter, for instance,” he says.

Adjust Your Attitude

Negativity is one of the worst career killers. “If you are spending a great deal of your energy moaning and whining about your circumstances, it’s time to try and make a new start before you become so emotionally expensive that the organization feels the
need to cut you,” says Cy Wakeman, author of Reality-Based Leadership.

Identifying your dissatisfaction and taking steps to resolve it is the first step. The next step may be to update your resume and start
looking for a new job. “It may be that hanging on to an unhealthy or unproductive employment relationship is what’s holding you back,” Yergen says. “I’ve witnessed a handful of people this year who have identified their dissatisfaction and set a date to quit –
even without a job waiting — and found something just before or just after the date of their resignation. Sometimes you just have to take that step.”

If your career is stalled, perhaps a new career is the right answer. Start exploring options by reaching out to your professional network, job shadowing or talking to your HR department about an internal transfer.

Originally posted at: http://career-advice.monster.com/job-search/career-assessment/stalled-career-signs/article.aspx?WT.mc_n=CRMUS000096

Do Your Research Before a Job Interview

You hear it all the time from career experts: “Research the company before you go into a job interview.” But what does that mean, exactly? Here are some tips on using the Internet and tapping your network to gain information and insight that’ll improve your interview answers — and help you ask the right questions.

The Company’s Mission

Your prospective employer’s Web site is a great place to see the company as it wants to be seen. Look for its mission statement — something that outlines the company’s values (perhaps on an About Us or similar page). Then consider how the position you want relates to that mission. Also think about how your experience and background have prepared you to support the company’s goals. Don’t parrot a mission statement back word for word, but do let it inform your discussion.

Recent Company Achievements

While you’re at the company’s site, look for a Press Room or Company News page that links to recent news releases. (Or simply search the Web for news about the company.) Then think about the long-term implications of this news — not only for the company, but also for you when you get the job — and prepare some questions about the news if that makes sense. Your well-informed conversation may be a critical factor in your interview’s success.

Your Interviewers

If the company site has a search tool, use it to search for the names of the people you’ll be meeting. You may find bio pages or
press releases that give you insight into their most visible activities at the company. Then look to LinkedIn or do a general Web search to get some more background information about them. You might find some common ground (for instance, a shared alma mater) you can bring up in conversation, or a recent professional achievement for which you can pay a compliment.

What to Wear

The company’s Web site can also help you determine how to dress for the interview. Are there pictures of the executive team? If they’re all wearing dark business suits, you should probably dress very formally. If the CEO is pictured wearing a T-shirt, business casual is probably fine (though you’ll rarely want to dress more casually than that).

The Industry

Next, learn what general-interest publications, trade publications and blogs are saying about your employer and the industry as a whole. Search national publications for news on major corporations; use hometown newspapers to learn about small businesses or local industries. Depending on your field, you should be prepared to discuss your industry’s financial prospects or other industry trends.

People on the Inside

People who already work at the company are another great source of information — they can give you insight into business
initiatives, corporate culture and even personality dynamics. Start on LinkedIn to see if you have any connections — but don’t stop there. Look to professional organizations and alumni organizations you belong to, and ask friends and relations if they know anyone who might have information to share about your prospective employer.

Research Yourself

Now that you’ve found out everything you can about the company and the people who’ll be interviewing you, Google yourself — you can be sure the interviewers will be doing the same. (If you have a common name, use your name and city or your name and
industry as the search term.) First, make sure that everything a Web search reveals about you presents you in a good light. Then prepare to discuss the search’s top hits — they might just come up at your interview.

Originally posted at: http://career-advice.monster.com/job-interview/interview-preparation/interview-company-research/article.aspx?WT.mc_n=CRMUS000096

How Long Should You Wait for an Offer?

You have an interview or two for a position you really want, and everything goes well. It’s a regular love fest between you, the hiring manager and your future boss. Your heart skips a beat when you’re told, “We’ll have an offer to you by the end of the week.”

But what happens when a week goes by and you don’t receive an offer? Should you sit by the phone and wait or throw in the towel?

Neither, says career counselor Robin Ryan, author of 60 Seconds & You’re Hired! She believes you should continue your job search until you receive and accept a formal job offer. “Even if you’re certain an offer is coming, do not stop job hunting,” she says. “These things have a tendency to fall apart.”

Take Action

Don’t wait too long to follow up after an offer fails to materialize. “Contact the person who said you’d be getting an offer no more than a few days after you were to receive it,” Ryan says. Ask leading questions about its status, such as “Where are you at with this?” or “When will this come through?”

Ryan adds, “If you’re told that the process is going to take a bit more time, ask, ‘Are you talking weeks or months?’”

If you are being stalled, it’s risky to wait on an offer, Ryan says. “If it doesn’t come through and you haven’t been searching elsewhere, you’re going to get really depressed,” she says.

Poof! There It Isn’t!

A number of things can delay a job offer. Some are tied to how large a corporation is and how elaborate the hiring chain of command is. If you’re applying to a Fortune 500 company, the process as a whole may take longer than at a small business. However, job offers can fall apart at anytime — and at any size company.

“A hiring manager may be stalling you while an offer is out with someone else for the same position,” Ryan says. “You also may be
promised a job only to learn that the funding for the job is no longer there.” She reminds job searchers that mergers, too, may kill a position’s creation or eliminate an established job altogether.

Hold or Fold?

If you feel that your job offer is stalled indefinitely, you may be tempted to try to force a potential employer’s hand by saying that
you have another offer when you don’t. “Never bluff,” Ryan says. “Many companies — especially bigger ones — will call you on it and tell you take the other offer.”

Rather, says Ryan, inform the recruiter, “I’m continuing to interview, but I’m still very interested in this job.” She urges candidates
to try to find out what is really happening with the position and get a commitment from the company.

If the offer does vanish, Ryan reminds workers to remember, “There’s more than one dream job out there.”

Originally posted at: http://career-advice.monster.com/job-search/getting-started/how-long-should-you-wait-for-an-offer-hot-jobs/article.aspx?WT.mc_n=CRMUS000096

Bandwidth Management is now a critical

Bandwidth management is now a critical part of any organization’s connectivity strategy. It is defined as the processes, products and policies designed to ensure optimal results for both public Internet access and private link such as MPLS. Bandwidth management consists of managing all carrier links and how traffic flows through them, with the right strategy for continuity when disaster hits.

To deliver consistent bandwidth management, the most appropriate devices are Link Balancers, defined as network-based appliances that have the capabilities needed to fully manage bandwidth, and multiple ISP or private links. In a majority of situations, these devices are typically installed between the firewall and modems and/or routers.

Some of the functions that Link Balancers provide are: link failover, which allows for one or more links to take over in place of a faulty ISP link until service returns to normal; outbound traffic balancing, which enables the link balancer to delegate traffic coming from the organization and going across various links that work in conjunction with organizational preferences; inbound traffic balancing, which is, in essence, a link balancer able to distribute incoming traffic across all chosen links; and session persistence management, which is when certain types of traffic including SIP (VoIP), HTTPS (secure web site access) and FTP (File Transfer Protocol) cannot be balanced. Most organizations with a Link Balancer will use outbound balancing for VPN clients as well.

According to Elfiq Networks, the leading provider of bandwidth management technology such as Link Balancers, the benefits associated with implementing these solutions are bountiful. First, business continuity is easily attainable as the use of many ISP links simultaneously creates a dramatically increased connection speed. This then helps the organization to be able to handle online activities, even in cases when certain ISPs are not working. Crucial processes such as web surfing, VPN access and voice traffic will always remain intact and business operations can continue without any adverse affects. Second, productivity is increased as the ability to run multiple links directly through one Link Balancer allows for a business to complete multiple activities such as uploading and downloading in a short period of time. Third, cost is greatly reduced due to the fact that downtime is virtually eliminated and employees can continue their work even if a link ceases to work. Fourth, help desk are decreased because Internet access will continue to work under various circumstances and users will no longer need assistance. Fifth, sales departments will gain traction as prospective employees have continuous access to the company’s website and their product offerings. If a website is rendered as functioning improperly, a customer can quickly lose interest and instead travel to a different competing organization.

When building a bandwidth management strategy, a diverse combination of ISP technologies can yield significant advantages and it is recommended to choose ISps with different carrier technologies. T1/E1/fibre circuits are very popular within organizations and offer symmetrical bandwidth. In addition, these ISPs come complete with SLAs that provide increased uptime. DSLs on the other hand are lower in cost than many ISP links. The most common type is ADSL which allows for increased download speeds. Cable modems power increased download speeds as well and usually operate on a parallel physical network so if a carrier’s network stops functioning normally, the second one will be available to take over the operation. With fixed wireless carriers, services have the potential to reach up to 100Mbps.

Mobile networks allow for 3G mobile telephony services and give organizations access to the Internet or other services, if in the case where wired providers become inactive. WiMax and LTE offer increased performance functions over 3G networks, while utilities’ ISP links offer another type of bandwidth distribution, either through electrical grids or fibre through natural gas pipelines. These ISPs can even act as an alternative network in situations where ISPs fail. Satellite links are prevalent all over the globe, which makes them a great option when either geography or local ISPs are major obstacles but throughput is limited while latency is high.

Originally posted at: http://bandwidth-management.tmcnet.com/articles/235636-what-bandwidth-management.htm

Unified Communications: A Lesson You Don”t Want to Learn the Hard Way

One of the costly and painful lessons some large to mid-size enterprises (LMEs) discovered in their rush to install the latest and greatest technologies is that unified communications (UC) isn’t just another application that can be easily bolted onto a standard network. Instead, to get the most from UC you need a Multi-protocol Label Switching (MPLS) network that’s been optimized for converged voice and data. That network also needs to be “application-aware,” and designed for use in the cloud in order to deliver cloud-based application effectively.

That’s why, despite the many potential productivity and collaboration advantages UC offers, many distributed enterprises have been reluctant to commit to it. Their legacy infrastructure, which they are reluctant to give up, makes it exceedingly difficult to actually unify communications across the network. Also, the sheer complexity of converging voice, data and video communications (and managing all of the vendors supporting those systems) means that many companies lack the staff and budget to get the most out of their existing communications infrastructure.

But today, what many companies don’t realize is that a cloud-based approach, combined with a hosted application-aware network, can easily address many of the issues that may be delaying their efforts to move forward into unified communications, including:

• Legacy MPLS network services and a multitude of service providers
• Legacy TDM PBX equipment that they intend to keep in service
• On-premise IP PBX systems that they also intend to keep in service
• Contact center platforms and services that must be incorporated in a unified communications solution
• The need to add new locations in places where they don’t yet have the infrastructure built out

The good news is, they can upgrade without completely overhauling the network. By taking a hosted approach, LMEs can more easily deploy a converged, all-IP network as a fully managed infrastructure – one with unprecedented application performance, flexibility and resiliency, and with a level of insight into its network health that was never before possible.

Of course, the thought of moving their communications into the cloud is still unsettling for some CIOs. To allay those fears, hosted systems can and should provide LMEs with better visibility and control, not to mention much more enhanced security from external threats though centralized managed security on a single communications platform.

LMEs must balance the competing needs of the Customer Relationship Management, Supply Chain Management, and other ERP systems without adversely affecting business performance. An application-aware network enables companies to achieve the most effective, dynamic bandwidth allocation without the need to over-provision dedicated Internet access and other services. The high-quality, QoS-enabled network connectivity of an application-aware network ensures that the company has the bandwidth it needs at all times, especially for the most important, time-sensitive applications.

The lesson here is that the hosted application-aware network is making it possible to deliver true unified communications and improved network performance while leveraging legacy technologies. Which means unified communications today can finally deliver real-time communications, centralized applications and cloud-based services much more efficiently and effectively across even the most widely distributed enterprise.

Originally posted at: http://unified-communications.tmcnet.com/topics/unified-communications/articles/233274-unified-communications-lesson-dont-want-learn-hard-way.htm