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Unified Communications

W. Europe Driving EMEA UC Market

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W. Europe Driving EMEA UC Market

IDC reports the EMEA Unified Communications market reaches $5.7BN in 2010-- and expects it to grow to $16.6BN by 2015, with a CAGR of around 23.7%.

However, as the credit crunch and fears of a double-dip recession across the region make enterprises increasingly cautious, companies will review ICT budgets even more closely before investing in new IT solutions. 

France will be the biggest UCC market in W. Europe, with the UK and Germany following. Meanwhile instability and inadequate infrastructure within the CEMA region will continue hampering new Read more...

What Europeans Want from Customer Service

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What Europeans Want from Customer Service

Query resolution speed is the most important factor in the "ideal" customer experience, according to the 2011 Global Contact Center Consumer Preference Report from Avaya. 

In fact 42% of global consumers rank query resolution speed as most important-- broken down as UK 41%, Germany 48% and France 44%. 

Meanwhile around 33% of European customers want to solve their issues via mobile apps rather than the phone (36% in the UK, 34% in Germany, 30% in France).

Telephony in general is falling out of favour with around 40% of European customers-- a figure Read more...

Zendesk Goes Enterprise

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Zendesk Goes Enterprise

Cloud-based help desk software provider Zendesk announces its Zendesk Enterprise Plan, a customisable and secure customer support solution designed for large, international or multi-brand organisations. 

The plan allows the tailoring of help desks according to organisations' needs while maintaining high security levels, with light agents providing unlimited internal usage. 

The enterprise plan includes unlimited internal usage, multi-brand help desk, custom agent roles and business rules analysis, togethwer with custom network restrictions, email Read more...

HP Goes for Unified Communications

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HP Goes for Unified Communications

HP announces a trio of unified communications (UC) services-- Voice Transformation, Virtual Workplace and Network Readiness in collaboration with Microsoft, Avaya, Polycom and Alcatel-Lucent. 

HP Voice Transformation solutions create a single channel for voice, data and video, thus simplifying collaboration between VoIP and traditional telephony. It also offers a roadmap-based approach, allowing clients to develop on their communications infrastructure as they require while consolidating voice messaging and audio conferencing into a single interface.  Read more...

Polycom Pushes UC at InfoComm

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Polycom Pushes UC at InfoComm

Polycom brought several significant solutions to accelerate the adoption of unified communications to InfoComm. "The UC industry is at a tipping point and Polycom is accelerating the adoption of UC …" says Sudhakar Ramakrishna, Polycom chief development officer.

Polycom UC Intelligent Core

The software release for the Polycom UC Intelligent Core platform features enhancements to provide a robust platform for scalable, reliable video services to offer carrier-grade UC supporting up to 75,000 devices and up to 25,000 concurrent calls – “5X more Read more...

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