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CRM May 2, 2005 Coreen Bailor	Hosted Applications and VoIP: Ready for Contact Centers? Enterprises are debating these choices as their potential continues to mature.
CRM September 24, 2004 Coreen Bailor	VoIP in the Contact Center: Another Fad or Here to Stay? Although VoIP is growing in popularity, its adoption has been anything but rapid.
CRM December 2004 Coreen Bailor	10 Technologies That Are Reinventing the CRM Industry Many of today's most effective CRM processes and strategies are so successful because of the underlying technologies that enable and support them. Consider the potential of the following 10 technologies.
CRM March 1, 2005	Heard & Overheard Quotes from leaders in the CRM industry: If a customer has a bad experience with a CSR, or their needs are not being met, they will tell an average of... We really see Voice over IP today as the transport rather than the enabler... etc.
InternetNews December 2, 2004 Colin C. Haley	BT Makes 'Contact' With VoIP To improve customer service and save money, BT taps Nortel to bring VoIP to its U.K. call centers.
Insurance & Technology October 29, 2003 Julie Gallagher	Insurers Speak Up for VoIP Intrigued by the possibility of lower costs and greater flexibility, a number of insurance carriers are moving toward IP-enabling their traditional PBX systems.
InternetNews March 6, 2006 Ed Sutherland	Avaya, Spanlink Gear VoIP to The Smaller Set Small and medium-sized businesses comprise more than half the IP telephony market. With that in mind, competitors Avaya and Spanlink Communications are reaching out to branch offices and remote workers with new products and updated services.
CRM November 16, 2010 Koa Beck	Avaya Releases Aura Contact Center Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications.
Insurance & Technology April 5, 2006 Maria Woehr	Call Forward Promises of cost savings, enhanced customer service and improved business continuity are driving insurers to make the switch to VoIP.
PHONE+ December 3, 2009 Daniel Lonstein	Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry.
Wall Street & Technology March 21, 2006	Voice and Data Convergence Continues Voice over IP (VoIP) technology is poised to make a splash in trading rooms, according to a new survey.
InternetNews March 30, 2009 Alex Goldman	VoiceCon Talks Interoperability, Integration Avaya and others talk the talk, but improvements are incremental.
InternetNews December 6, 2004 Colin C. Haley	IBM Inks U.K. Networking Deal Big Blue wins a 7-year, $1B deal with Lloyds that includes a sizeable VoIP deployment.
InternetNews July 30, 2004 Craig McGuire	In Focus: VoIP Need help making sense of the VoIP hype? Quick stats, fast facts about VoIP.
InternetNews May 11, 2005 Colin C. Haley	BT to Pipe Customer Calls Through VoIP Nortel gear will help British Telecom lower costs for its call centers in the companies' second VoIP pact.
Wall Street & Technology March 22, 2005 Anthony Guerra	Two Worlds Come Together Firms believed that they might be able to disband their voice networks and move that traffic to their IP infrastructure. But, as with most new technology, there have been unforeseen bends in the VoIP road - both for better and for worse.
InternetNews June 21, 2004 Jim Wagner	Beyond VoIP VoIP is so turn of the century. But new features, such as forwarding calls to PDAs on the shop floor, aim to improve its allure.
PC Magazine June 22, 2004 Charlotte Wolter	VoIP: The Right Call After years of hype and unfulfilled promises, IP telephony-- also known as Voice over IP (VoIP)--has finally evolved as a true option for small and medium-size businesses.
InternetNews June 14, 2005 Colin C. Haley	Avaya Adds SIP to Call Centers Avaya, a communications software, systems and services company, unveiled improvements to its Internet Protocol call center applications today.
CRM September 1, 2005 Coreen Bailor	Nortel's Extreme Makeover Financial woes behind it, the telecom equipment provider is focusing on new products and brand awareness.
CIO August 1, 2005 Grant Gross	VoIP Security Debate Heats Up Voice over IP (VoIP) telephony and malicious software for mobile devices are among the most-hyped IT security threats, according to Gartner.
InternetNews May 11, 2005 Sean Michael Kerner	British Airways in Major VoIP Deployment Cisco gets the contract that pushes IP telephony across airline giant's employee base.
InternetNews May 2, 2006 Sean Michael Kerner	Avaya VoIP Linux Style to The SMB The company isn't 'dumbing down' the apps, but merely making access and deployment SMB-friendly.
PC Magazine June 8, 2004 Brad Grimes	Net Calling Is Coming In Loud and Clear For CDW Corp., the computer products reseller, VoIP is paying off.
InternetNews December 27, 2005 Jim Wagner	Nortel Secures Tasman Buy Canadian manufacturer Nortel Networks is beefing up its enterprise-grade router line to meet the increasing demand for converged networks - the blending of voice, video and data.
Wall Street & Technology May 15, 2006 Cory Levine	Getting Crafty With VoIP As VoIP providers work the kinks out of their products and services, the banking industry may not be able to afford to ignore the technology.
CRM November 2, 2012	Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market.
Bank Systems & Technology October 28, 2004 Paul Travis	VoIP Gains Ground With BofA Deal EDS will build a converged voice, video and data communications system for Bank of America to improve productivity for the bank's 180,000 employees working at more than 5,800 locations across the country.
Entrepreneur October 2004 Mike Hogan	Calling the Shots Is a VoIP telephone system in your company's future? Here's how to find out--without breaking the bank.
InternetNews September 7, 2005 Sean Michael Kerner	IP PBX and Carrier VoIP Equipment Sales Continue to Climb IP PBX sales are up and Carrier VoIP Equipment sales have broken yet another record, according to stats from research firm Infonetics.
InternetNews September 28, 2004 Colin C. Haley	BofA Banking on VoIP Bank of America today became the second marquee company in as many weeks to choose Voice over IP as a way to cut costs and improve productivity.
CRM April 2008 Marshall Lager	The 2008 CRM Service Awards: Contact Center Infrastructure Replacing computer-telephony integration, this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top.
CRM April 1, 2003 Martin Schneider	News in Brief ROI is tough to prove, even when a CRM initiative works... Public Sector CRM Special Interest Group... Microsoft Corp. has dropped the .NET logo from its new Windows Server 2003... etc.
InternetNews September 20, 2005 Colin C. Haley	'A Dinosaur's Perspective' on VoIP BellSouth's CTO says VoIP is an opportunity not a threat.
CRM September 2012 Leonard Klie	HD Voice Clears Up the Phone Experience Wideband audio could be the next evolution -- or revolution -- in technologies to hit the contact center space.
CRM March 2006 Coreen Bailor	Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium.
Entrepreneur January 2005 Amanda C. Kooser	Come Together Is it time to combine your voice and data networks? We've got the latest buzz on IP-PBX phone systems.
CAUSE/EFFECT Vol 22 Num 2 1999 Dale Smith & Dave Barta	VoIP-A Practical Campus Perspective ...A key catalyst to this change will be Voice over IP (Internet protocol) services...
InternetNews January 2, 2004 Erin Joyce	Q&A: Gopi Gopinath, President, Equant The president of the data networking company's products division talks about who's sitting on the fence about VoIP, and who isn't.
PHONE+ June 16, 2009 Khali Henderson	Hosted VoIP Sales Up In a Down Economy Whether you are an IP PBX dealer in denial or a reluctant telephony agent, it's time you thought long and hard about your stance on hosted VoIP.
T.H.E. Journal March 2005 Dan Young	VoIP in a Campus Environment VoIP telephony increases efficiency and lowers costs for businesses. It is also a recruiting tool in higher education.
InternetNews January 7, 2004 Colin Haley	Verizon Calls Nortel for VoIP The carrier drafts a five-year equipment deal with Nortel as it embarks on network tranformation to add services for customers and revenue for the company.
CFO September 15, 2003 Anne Stuart	An Easier Call to Make IP telephony companies ask Corporate America the inevitable question: Can you hear me now?
Insurance & Technology June 14, 2005 Anthony O'Donnell	VoIP - Key to Convergence VoIP is a key milestone in the next generation of network technology in the insurance industry.
CRM April 2008 Christopher Musico	The 2008 CRM Service Awards: Interactive Voice Response IVR solutions are growing increasingly mature; Genesys Telecommunications Laboratories proves itself most mature of all.
CIO September 15, 2005 Susannah Patton	Dial VoIP For Vulnerability Voice over Internet Protocol offers great savings in long-distance calls. But without extensive safeguards, VoIP can expose your phone system to the havoc affecting the rest of the Web.
InternetNews June 22, 2004 Colin C. Haley	SIP-Shape VoIP Supercomm -- Nortel reaches out to Texas Instruments to improve VoIP interoperability.
InternetNews February 10, 2004 Colin C. Haley	SBC Steps Onto Siemens' IP Platform Telecom awards lucrative contract to the IT giant to help it deliver new services to enterprises.
PC Magazine July 13, 2004 Alan Cohen	VoIP: Getting Better All the Time Your next gadget could be a hybrid cellular/Wi-Fi/VoIP phone.
CRM October 1, 2005 Coreen Bailor	On the Scene--Talk Good: Best Practices in Speech Deployment Industry experts provide guidance for considering and deploying speech technologies.