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Add-ons extend core functionality to meet specific needs.\r\nCombine collaboration tools into a single solution to help your employees, customers, suppliers, and partners communicate quickly and easily.\r\n<span style=\"font-weight: bold; font-style: italic;\">Use Cisco Unified Communications to connect teams and information, and help enable comprehensive and effective collaborative experiences. 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The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"}],"characteristics":[],"concurentProducts":[{"id":1071,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Omilia.png","logo":true,"scheme":false,"title":"deepNLU®","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"deepnlur","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"Функции deepNLU®:\r\n<ul> <li><b><i>Контекст с сохранением памяти&nbsp;</i></b>Делает заключение из речи на основе сказанного ранее</li> <li><b><i>Динамическое выделение&nbsp;</i></b>Многоуровневые концептуальные аннотации позволяют извлекать значения низкого и высокого уровня</li> <li><i><b>Интуитивные разногласия&nbsp;</b></i>Автоматически запрашивает дополнительную информацию, если намерения не ясны</li> </ul>\r\nПоскольку движок DeepNLU® понимает контекст и сохраняет память, он способен запускать целые сквозные разговоры с клиентами.","shortDescription":"Движок Omilia's deepNLU® позволяет понимать запросы клиентов и намерения с подобной человеческой точностью. ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":3,"sellingCount":10,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"deepNLU®","keywords":"ясны, Поскольку, движок, намерения, дополнительную, разногласияАвтоматически, запрашивает, DeepNLU","description":"Функции deepNLU®:\r\n<ul> <li><b><i>Контекст с сохранением памяти&nbsp;</i></b>Делает заключение из речи на основе сказанного ранее</li> <li><b><i>Динамическое выделение&nbsp;</i></b>Многоуровневые концептуальные аннотации позволяют извлекать значения низкого и ","og:title":"deepNLU®","og:description":"Функции deepNLU®:\r\n<ul> <li><b><i>Контекст с сохранением памяти&nbsp;</i></b>Делает заключение из речи на основе сказанного ранее</li> <li><b><i>Динамическое выделение&nbsp;</i></b>Многоуровневые концептуальные аннотации позволяют извлекать значения низкого и ","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Omilia.png"},"eventUrl":"","translationId":7038,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":213,"title":"​Integration Middleware","alias":"integration-middleware","description":" Integration middleware is the alternate term used for middleware as the purpose of middleware is mainly integration. Integration middleware represents software systems that offer runtime services for communications, integration application execution, monitoring, and operations.\r\nThe key function of middleware is to help make application development simpler. This is done by offering common programming abstractions, covering up heterogeneity, delivering fundamental operating systems and hardware, and masking low-level programming details.\r\nMiddleware is a software that links two separate applications or is commonly used to illustrate different products that function as a glue between two separate applications. For instance, there are various middleware products that establish a connection between a Web server and a database system. This lets users request data from the database by means of forms shown on a Web browser. In return, the Web server returns dynamic Web pages according to the user's requests and profile.","materialsDescription":" <span style=\"font-weight: bold;\">On what classification is based integration middleware?</span>\r\nConventionally, integration middleware is classified based on domains, which are defined by the types of resources that are incorporated:\r\n<ul><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Cloud Integration:</span></span> Integrates with and also between the cloud services, cloud-based applications (SaaS), private clouds, trade hubs, and other typical cloud resources through Web services and standard B2B communication strategies (FTP, AS2, etc.)</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">B2B Integration:</span></span> Integrates customer, provider and various alternative partner interfaces with various data resources and company-managed applications</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Application Integration (A2A):</span></span> Integrates various company-managed applications together, including cloud-based and remote systems</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Data Integration:</span></span> Integrates business data resources, such as databases and files, over the business and operational intelligence systems</li></ul>\r\n<span style=\"font-weight: bold;\">What categories include integration middleware?</span>\r\nMiddleware is often described as plumbing because it links both sides of an application and also transfers data between them. Some standard middleware categories include:\r\n<ul><li>Enterprise service buses (ESBs);</li><li>Transaction processing (TP) monitors;</li><li>The distributed computing environment (DCE);</li><li>Remote procedure call (RPC) systems;</li><li>Object request brokers (ORBs);</li><li>Message passing;</li><li>Database access systems.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Integration_Middleware1.png"},{"id":492,"title":"Enterprise Service Bus Middleware","alias":"enterprise-service-bus-middleware","description":" An enterprise service bus (ESB) implements a communication system between mutually interacting software applications in a service-oriented architecture (SOA). It represents a software architecture for distributed computing, and is a special variant of the more general client-server model, wherein any application may behave as server or client. ESB promotes agility and flexibility with regard to high-level protocol communication between applications. Its primary use is in enterprise application integration (EAI) of heterogeneous and complex service landscapes.\r\nThe concept of the enterprise service bus is analogous to the bus concept found in computer hardware architecture combined with the modular and concurrent design of high-performance computer operating systems. The motivation for the development of the architecture was to find a standard, structured, and general purpose concept for describing implementation of loosely coupled software components (called services) that are expected to be independently deployed, running, heterogeneous, and disparate within a network. ESB is also a common implementation pattern for service-oriented architecture, including the intrinsically adopted network design of the World Wide Web.\r\nNo global standards exist for enterprise service bus concepts or implementations. Most providers of message-oriented middleware have adopted the enterprise service bus concept as de facto standard for a service-oriented architecture. The implementations of ESB use event-driven and standards-based message-oriented middleware in combination with message queues as technology frameworks. However, some software manufacturers relabel existing middleware and communication solutions as ESB without adopting the crucial aspect of a bus concept.\r\nThe ESB is implemented in software that operates between the business applications, and enables communication among them. Ideally, the ESB should be able to replace all direct contact with the applications on the bus, so that all communication takes place via the ESB. To achieve this objective, the ESB must encapsulate the functionality offered by its component applications in a meaningful way. This typically occurs through the use of an enterprise message model. The message model defines a standard set of messages that the ESB transmits and receives. When the ESB receives a message, it routes the message to the appropriate application. Often, because that application evolved without the same message model, the ESB has to transform the message into a format that the application can interpret. A software adapter fulfills the task of effecting these transformations, analogously to a physical adapter.\r\nESBs rely on accurately constructing the enterprise message model and properly designing the functionality offered by applications. If the message model does not completely encapsulate the application functionality, then other applications that desire that functionality may have to bypass the bus, and invoke the mismatched applications directly. Doing so violates the principles of the ESB model, and negates many of the advantages of using this architecture.\r\nThe beauty of the ESB lies in its platform-agnostic nature and the ability to integrate with anything at any condition. It is important that Application Lifecycle Management vendors truly apply all the ESB capabilities in their integration products while adopting SOA. Therefore, the challenges and opportunities for EAI vendors are to provide an integration solution that is low-cost, easily configurable, intuitive, user-friendly, and open to any tools customers choose.","materialsDescription":" <span style=\"font-weight: bold;\">What is an Enterprise Service Bus (ESB)?</span>\r\nAn Enterprise Service Bus (ESB) is a type of software platform known as middleware, which works behind the scenes to aid application-to-application communication. Think of an ESB as a “bus” that picks up information from one system and delivers it to another.\r\nThe term ESB first appeared in 2002, but the technology continues to evolve, driven by the need for ever-emerging internet applications to communicate and interact with one another.\r\n<span style=\"font-weight: bold;\">Why would I want an ESB?</span>\r\nImagine that there are two systems in an organization that needs to exchange data. The technical teams that represent each system plan and implement a solution that allows these systems to communicate. A year or two later, the organization deploys several more systems that need to interact with each other as well as the existing two systems. How can all teams develop and reach an agreement on the best solution?\r\nIt becomes very complicated to manage and maintain one solution as an organization’s IT systems expand. With just 10 systems, there could be 100 different interfaces and scores of disparate technical requirements.\r\nAn ESB provides a secure, scalable and cost-effective infrastructure that enables real-time data exchange among many systems. Data from one system, known as a service provider, can be put on the enterprise service bus as a message, which is sent immediately to a service consumer of the data. If a new system wants to consume this same data, all it has to do is plug into the bus in the same manner.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Enterprise_Service_Bus_Middleware.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1072,"logoURL":"https://old.roi4cio.com/fileadmin/content/Xpert_Packages.png","logo":true,"scheme":false,"title":"Xpert® Packages","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"xpertr-packages","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Суперзаряженные пакеты&nbsp;&laquo;Xpert&reg;&raquo;</p>\r\n<p style=\"text-align: justify;\">Благодаря использованию пакетов Xpert&reg; диалоги для категоризации и самообслуживания для конкретного домена чрезвычайно упрощены, поэтому усилия по разработке могут быть уменьшены на 80%, ускоряя доставку. Более конкретно, пакеты Xpert&reg; поставляются с готовыми концептуальными словарями, правилами и намерениями для вашего бизнеса.</p>\r\n<p style=\"text-align: justify;\"><strong>Доступные пакеты Xpert&reg; по отраслям:&nbsp;</strong>банковский бизнес, телеком, страхование, путешествия</p>","shortDescription":"Пакеты «Xpert®» поставляются с полностью загруженным интеллектуальным виртуальным агентом, предоставляющим готовое распознавание и понимание всех ключевых концепций для определенного домена и языка.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":19,"sellingCount":3,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Xpert® Packages","keywords":"Xpert, пакеты, страхование, готовыми, концептуальными, поставляются, путешествия, доставку","description":"<p>Суперзаряженные пакеты&nbsp;&laquo;Xpert&reg;&raquo;</p>\r\n<p style=\"text-align: justify;\">Благодаря использованию пакетов Xpert&reg; диалоги для категоризации и самообслуживания для конкретного домена чрезвычайно упрощены, поэтому усилия по разработке могут","og:title":"Xpert® Packages","og:description":"<p>Суперзаряженные пакеты&nbsp;&laquo;Xpert&reg;&raquo;</p>\r\n<p style=\"text-align: justify;\">Благодаря использованию пакетов Xpert&reg; диалоги для категоризации и самообслуживания для конкретного домена чрезвычайно упрощены, поэтому усилия по разработке могут","og:image":"https://old.roi4cio.com/fileadmin/content/Xpert_Packages.png"},"eventUrl":"","translationId":7039,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":750,"title":"Biometric Identification","alias":"biometric-identification","description":"<p itemprop=\"headline\">Biometric systems use people’s intrinsic physical characteristics to verify their identification. The characteristics that can be used by biometric systems include fingerprints, facial identification systems, voice recognition systems and in new developments – the analysis of DNA. Biometric security systems are applied wherever there is a need for personal identification where control of access to material objects or information is required.</p>\r\n<p itemprop=\"headline\" class=\"align-center\"><span style=\"font-weight: bold; \">Types of biometric identification</span></p>\r\n<ul><li><span style=\"font-weight: bold; \">DNA Matching.</span> The identification of an individual using the analysis of segments from DNA.</li><li><span style=\"font-weight: bold; \">Ear.</span> The identification of an individual using the shape of the ear.</li><li><span style=\"font-weight: bold; \">Eyes - Iris Recognition.</span> The use of the features found in the iris to identify an individual.</li><li><span style=\"font-weight: bold; \">Eyes - Retina Recognition.</span> The use of patterns of veins in the back of the eye to accomplish recognition.</li><li><span style=\"font-weight: bold; \">Face Recognition. </span>The analysis of facial features or patterns for the authentication or recognition of an individuals identity. Most face recognition systems either use eigenfaces or local feature analysis.</li><li><span style=\"font-weight: bold; \">Fingerprint Recognition.</span> The use of the ridges and valleys (minutiae) found on the surface tips of a human finger to identify an individual.</li><li><span style=\"font-weight: bold; \">Finger Geometry Recognition.</span> The use of 3D geometry of the finger to determine identity.</li><li><span style=\"font-weight: bold; \">Gait.</span> The use of an individuals walking style or gait to determine identity.</li><li><span style=\"font-weight: bold; \">Odour. </span>The use of an individuals odor to determine identity.</li><li><span style=\"font-weight: bold; \">Hand Geometry Recognition. </span>The use of the geometric features of the hand such as the lengths of fingers and the width of the hand to identify an individual.</li><li><span style=\"font-weight: bold; \">Typing Recognition. </span>The use of the unique characteristics of a persons typing for establishing identity.</li><li><span style=\"font-weight: bold; \">Hand Vein Recognition. </span>Vein recognition is a type of biometrics that can be used to identify individuals based on the vein patterns in the human finger or palm.</li><li><span style=\"font-weight: bold; \">Voice - Speaker Identification. </span>Identification is the task of determining an unknown speaker’s identity. Speaker identification is a 1:N (many) match where the voice is compared against N templates. Speaker identification systems can also be implemented covertly without the user’s knowledge to identify talkers in a discussion, alert automated systems of speaker changes, check if a user is already enrolled in a system, etc.</li><li><span style=\"color: rgb(97, 97, 97); \"><span style=\"font-weight: bold; \">Voice - Speaker Verification/Authentication.</span>The use of the voice as a method of determining the identity of a speaker for access control. If the speaker claims to be of a certain identity and the voice is used to verify this claim. Speaker verification is a 1:1 match where one speaker’s voice is matched to one template (also called a “voice print” or “voice model”). Speaker verification is usually employed as a “gatekeeper” in order to provide access to a secure system (e.g.: telephone banking). These systems operate with the user’s knowledge and typically require their cooperation.</span></li><li> <span style=\"font-weight: bold; \">Signature Recognition.</span> The authentication of an individual by the analysis of handwriting style, in particular the signature. There are two key types of digital handwritten signature authentication, Static and Dynamic. Static is most often a visual comparison between one scanned signature and another scanned signature, or a scanned signature against an ink signature. Technology is available to check two scanned signatures using advances algorithms. Dynamic is becoming more popular as ceremony data is captured along with the X,Y,T and P Coordinates of the signor from the signing device. This data can be utilised in a court of law using digital forensic examination tools, and to create a biometric template from which dynamic signatures can be authenticated either at time of signing or post signing, and as triggers in workflow processes.</li></ul>\r\n<br /><br />","materialsDescription":"<h1 class=\"align-center\"> Biometric Identification or Biometric Authentication?<span style=\"font-weight: bold; \"><br /></span></h1>\r\n<span style=\"font-weight: bold; \">Biometric identification</span> answers the question “who are you” and can be applied to both physical and digital scenarios. It is an established solution that is being used in many applications including law enforcement, defense, and border control.\r\nBiometric identification system usually applies to a situation where an organization needs to identify a person. The organization captures a biometric from that individual and then searches a biometric id system repository in an attempt to correctly identify the person. The biometric repository could be managed by a law enforcement agency, such as the Integrated Automated Fingerprint System (IAFIS) run by the FBI in the USA, or be part of a national identity system like India’s UIDAI system.\r\n<span style=\"font-weight: bold; \">Biometric authentication </span>asks the question “can you prove who you are” and is predominantly related to proof of identity in digital scenarios. A <span style=\"font-size:10pt; font-family:Arial; font-style:normal; \">biometric identity verification</span>system will challenge someone to prove their identity and the person has to respond in order to allow them access to a system or service.\r\nBiometric authentication involves use of a factor that is something a person is – a biometric identifier from a person can include a fingerprint, their voice, face, or even their behavior. This biometric is indexed against other identifiers, such as a user id or employee number, with the identifier being matched against a single stored biometric template – one-to-one match.\r\n<h1 class=\"align-center\">Where is biometric identification technology used?</h1>\r\nHistorically, applications using have been predominantly initiated by authorities for military access control, criminal or civil identification under a tightly regulated legal and technical framework. \r\nToday, sectors, including banking, retail, and mobile commerce, are demonstrating a real appetite for the benefits of biometric identity systems.<br />Most importantly, awareness and acceptance have been boosted in the past seven years, as millions of smartphone users are unlocking their phones with a fingerprint or a face. The most typical use cases of biometric technologies are:\r\n<ul><li>Law enforcement and public security (criminal/suspect identification)</li><li>Military (enemy/ally identification)</li><li>Border, travel, and migration control (traveler/migrant/passenger identification)</li><li>Civil identification (citizen/resident/voter identification)</li><li>Healthcare and subsidies (patient/beneficiary/healthcare professional identification)</li><li>Physical and logical access (owner/user/employee/contractor/partner identification)</li><li>Commercial applications (consumer/customer identification)</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Biometric_Identification.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1073,"logoURL":"https://old.roi4cio.com/fileadmin/content/omIVR.png","logo":true,"scheme":false,"title":"omIVR® Контакт Центр","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"omivrr-kontakt-centr","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Функции omIVR&reg;</p>\r\n<p>omIVR&reg; выполняет поток вызовов диалога и вызывает службы deepASR&reg; для речи в текст и omTTS&reg; для синтеза речи, используя стандартный протокол MRCP. Он работает как на физическом, так и на виртуальном оборудовании, обеспечивая масштабируемую систему, отвечающую всем вашим бизнес-требованиям и техническим требованиям.</p>","shortDescription":"omIVR® - это телекоммуникационная способность IVR, позволяющая DiaManT® легко интегрироваться с телефонией предприятия через стандартный протокол SIP","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":8,"sellingCount":11,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omIVR® Контакт Центр","keywords":"речи, omIVR, работает, оборудовании, физическом, виртуальном, масштабируемую, бизнес-требованиям","description":"<p>Функции omIVR&reg;</p>\r\n<p>omIVR&reg; выполняет поток вызовов диалога и вызывает службы deepASR&reg; для речи в текст и omTTS&reg; для синтеза речи, используя стандартный протокол MRCP. 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A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1074,"logoURL":"https://old.roi4cio.com/fileadmin/content/omMobile.png","logo":true,"scheme":false,"title":"omMobile®","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"ommobiler","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Интегрируйте DiaManT&reg; в свое мобильное приложение, чтобы общаться с пользователями через Voice, Text и Touch, облегчая многомодальный, разговорный пользовательский интерфейс, более простым и привлекательным образом, чтобы быстрее получить нужную информацию</p>\r\n<p>Функции omMobile&reg;</p>\r\n<p>DiaManT&reg; и omMobile&reg; поддерживают кросс-канальную непрерывность и передачу, позволяя пользователям начать взаимодействие в мобильном приложении и беспрепятственно продолжать взаимодействие с IVR или веб-чатом с полным сохранением контекста.</p>","shortDescription":"С помощью omMobile® виртуальный помощник In-App можно легко интегрировать в любое родное мобильное приложение с простым добавлением мобильного SDK Omilia.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":9,"sellingCount":6,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omMobile®","keywords":"omMobile, взаимодействие, чтобы, DiaManT, пользователям, начать, информацию, позволяя","description":"<p>Интегрируйте DiaManT&reg; в свое мобильное приложение, чтобы общаться с пользователями через Voice, Text и Touch, облегчая многомодальный, разговорный пользовательский интерфейс, более простым и привлекательным образом, чтобы быстрее получить нужную информа","og:title":"omMobile®","og:description":"<p>Интегрируйте DiaManT&reg; в свое мобильное приложение, чтобы общаться с пользователями через Voice, Text и Touch, облегчая многомодальный, разговорный пользовательский интерфейс, более простым и привлекательным образом, чтобы быстрее получить нужную информа","og:image":"https://old.roi4cio.com/fileadmin/content/omMobile.png"},"eventUrl":"","translationId":7041,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1075,"logoURL":"https://old.roi4cio.com/fileadmin/content/omChat.png","logo":true,"scheme":false,"title":"omChat®","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"omchatr","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p style=\"text-align: justify;\">Функции omChat&reg;</p>\r\n<p style=\"text-align: justify;\">На веб-сайте компании клиенты могут общаться с Виртуальным агентом каждый раз, когда у них возникают трудности с навигацией или по требованию, для улучшения удобства пользователей.</p>\r\n<p style=\"text-align: justify;\">omChat&reg; можно легко интегрировать со многими поставщиками инфраструктуры агента-чата, чтобы при необходимости передать разговор живому агенту.</p>\r\n<p style=\"text-align: justify;\">С omChat&reg; предприятие также может открыть Facebook Messenger в качестве прямого канала связи с клиентами и обеспечить, чтобы они получали тот же отличный опыт общения, что и на любом другом канале.</p>","shortDescription":"С плагином omChat® DiaManT® принимает форму ChatBot на текстовых каналах: SMS, Web-Chat, Email и Facebook Messenger.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":13,"sellingCount":12,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omChat®","keywords":"omChat, чтобы, открыть, может, Facebook, качестве, также, Messenger","description":"<p style=\"text-align: justify;\">Функции omChat&reg;</p>\r\n<p style=\"text-align: justify;\">На веб-сайте компании клиенты могут общаться с Виртуальным агентом каждый раз, когда у них возникают трудности с навигацией или по требованию, для улучшения удобства польз","og:title":"omChat®","og:description":"<p style=\"text-align: justify;\">Функции omChat&reg;</p>\r\n<p style=\"text-align: justify;\">На веб-сайте компании клиенты могут общаться с Виртуальным агентом каждый раз, когда у них возникают трудности с навигацией или по требованию, для улучшения удобства польз","og:image":"https://old.roi4cio.com/fileadmin/content/omChat.png"},"eventUrl":"","translationId":7042,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":271,"title":"Messaging Applications","alias":"messaging-applications","description":" Messaging apps (a.k.a. &quot;Social messaging&quot; or &quot;chat applications&quot;) are apps and platforms that enable messaging, many of which started around social networking platforms, but many of which have now developed into broad platforms enabling status updates, chatbots, payments and conversational commerce (e-commerce via chat).\r\nSome examples of popular messaging apps include WhatsApp, China's WeChat and QQ Messenger, Viber, Line, Snapchat, Korea's KakaoTalk, Google Hangouts, Blackberry Messenger, Telegram, and Vietnam's Zalo. Slack focuses on messaging and file sharing for work teams. Some social networking services offer messaging services as a component of their overall platform, such as Facebook's Facebook Messenger, along with Instagram and Twitter's direct messaging functions.\r\nMessaging apps are the most widely used smartphone apps with in 2018 over 1.3 billion monthly users of WhatsApp and Facebook Messenger, 980 million monthly active users of WeChat and 843 million monthly active users of QQ Mobile.\r\nOnline chatting apps differ from the previous generation of instant messaging platforms like the defunct AIM, Yahoo! Messenger, and Windows Live Messenger, in that they are primarily used via mobile apps on smartphones as opposed to personal computers, although some messaging apps offer web-based versions or software for PC operating systems.\r\nAs people upgraded in the 2010s from feature phones to smartphones, they moved from traditional calling and SMS (which are paid services) to messaging apps which are free or only incur small data charges.\r\n<p class=\"align-left\">&nbsp;</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Messaging apps each have some of the following features:</span></p>\r\n<ul><li>Chat</li></ul>\r\n<ol><li>One-on-one chat</li><li>Group chat</li><li> Broadcast lists</li><li>Chatbots (including &quot;bot in group chats&quot;)</li><li>&quot;Smart replies&quot; (suggested replies to incoming messages provided by Google's Reply platform )</li></ol>\r\n<ul><li>Calls</li></ul>\r\n<ol><li>Voice calls</li><li> Video calls</li></ol>\r\n<ul><li>Audio alerts (on Line)</li><li>File sharing</li><li>Games</li><li>&quot;Mini Programs&quot; (e.g. WeChat Mini Program)</li><li>News discovery (e.g. Snapchat Discover)</li><li>Payments or mobile wallet, e.g. WeChat Pay which processes much of the Chinese mobile payment volume of US$5 trillion (2016)</li><li>Personal (cloud) storage</li><li>Push notifications</li><li>Status updates (WhatsApp Status, WeChat Moments)</li><li>Stickers</li><li>Virtual assistant, e.g. Google Assistant in Google Allo</li></ul>\r\n<p class=\"align-left\">Unlike chat rooms with many users engaging in multiple and overlapping conversations, instant messaging application sessions usually take place between two users in a private, back-and-forth style of communication.</p>\r\n<p class=\"align-left\">One of the core features of different messaging apps is the ability to see whether a friend or co-worker is online and connected through the selected service -- a capability known as presence. As the technology has evolved, many online messaging apps have added support for exchanging more than just text-based messages, allowing actions like file transfers and image sharing within the instant messaging session.</p>\r\n<p class=\"align-left\">Instant messaging also differs from email in the immediacy of the message exchange. It also tends to be session-based, having a start and an end. Because application message is intended to mimic in-person conversations, individual messages are often brief. Email, on the other hand, usually reflects a longer-form, letter-writing style.<br /><br /><br /></p>","materialsDescription":"<h1 class=\"align-center\"> <span style=\"font-weight: normal; \">What is instant messaging software?</span></h1>\r\nCompanies use instant messaging software to facilitate communication between their staff members who may be located in different places and countries. Popular websites such as Facebook offer instant chat services for free. Good quality messenger application solutions provide useful features such as video calling, web conferencing, and VoIP. Advanced platforms offer IP radio, IPTV, and desktop sharing tools. Large enterprises have greater communication needs and therefore they typically invest in installing an internal IM server to serve their thousands of employees.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal; \">Why people use Messaging Apps?</span></h1>\r\n<ul><li>Real-time text transmission</li><li>Conveniency</li><li>Records of a chat history</li><li>Easy for multitasking</li><li>Operating anytime anywhere using the WiFi or Mobile Network operators</li><li>Stickers</li></ul>\r\nCommunication is an essential component of any business: interaction with external or internal customers, end users, employees. A good communication platform is vital to stay connected with the employees and broadcast information fast and efficiently. Thousands of people support the escalation from IM to other ways of communication, such as group chat, voice calls or video conferencing.<br />Depending on the purpose of use we can separate popular messenger nto those with business needs or for corporate use, such as Slack, Hangouts, Flock, Stride and those for everyday communications like WhatsApp, FB Messenger, WeChat, Telegram, and others.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">How messaging apps can benefit your business?</span></h1>\r\n<p class=\"align-center\"></p>\r\nHeads bowed, shoulders hunched over glowing screens—we all might be a little guilty of smartphone addiction, and mobile usage is only increasing. We’re in constant communication with one another, and over the past few years messaging apps like Facebook Messenger and WeChat have become commonplace. Of the 10 most globally used apps, messaging apps account for 6.\r\nWith consumer messaging apps on the rise, businesses have begun to connect with customers on yet another channel. According to Gartner, “By 2019, requests for customer support through consumer mobile messaging apps will exceed requests for customer support through traditional social media.”\r\nServing up customer support through customer messaging software can deepen your brand’s relationship with customers. On the customer side, messaging apps provide an immediate way to connect with your business and get a response.\r\n<p class=\"align-center\"><span style=\"font-weight: bold;\">Here are three ways your business can benefit from connecting with customers over consumer messaging apps:</span></p>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Unrestricted communication.</span> No matter where they are in the world, messaging apps offer your customers unrestricted communication options. Unlike SMS, which often incurs charges, your customers can still reach out privately via messaging apps and receive a timely response without worrying about cost. That means happier customers, and happy customers mean a happy bottom line for your business.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Move customer queries from public to private. </span>Giving your customers an easy option to reach your business privately not only decreases their likelihood of publicly tweeting a complaint, it also offers a space to exchange sensitive information, like delivery details. With a more private outlet for customer interactions, your business can thoroughly help customers while simultaneously saving brand face.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Increase first contact resolution with chatbot integrations.</span> According to Gartner, artificial intelligence is a top trend for 2017. With the help of chatbots, your business can better manage workflows and automatically respond to customer requests via messaging. Chatbots can help point customers to the right information, helping them self-serve and ultimately allowing your support agents to focus on the issues that require a human touch. </li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Messaging_Applications.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":495,"title":"Instant Communications Applications","alias":"instant-communications-applications","description":" Instant messaging (IM) technology is a type of online chat that offers real-time text transmission over the Internet. A LAN messenger operates in a similar way over a local area network. Short messages are typically transmitted between two parties, when each user chooses to complete a thought and select &quot;send&quot;. Some IM applications can use push technology to provide real-time text, which transmits messages character by character, as they are composed. More advanced instant messaging can add file transfer, clickable hyperlinks, Voice over IP, or video chat.\r\nNon-IM types of chat include multicast transmission, usually referred to as &quot;chat rooms&quot;, where participants might be anonymous or might be previously known to each other (for example collaborators on a project that is using chat to facilitate communication). Instant messaging systems tend to facilitate connections between specified known users (often using a contact list also known as a &quot;buddy list&quot; or &quot;friend list&quot;). Depending on the IM protocol, the technical architecture can be peer-to-peer (direct point-to-point transmission) or client-server (an Instant message service center retransmits messages from the sender to the communication device).\r\nBy 2010, instant messaging over the Web was already in sharp decline, in favor of messaging features on social networks. The most popular IM platforms, such as AIM, closed in 2017, and Windows Live Messenger was merged into Skype. Today, most instant messaging takes place on messaging apps which by 2014 had more users than social networks.\r\nInstant messaging is a set of communication technologies used for text-based communication between two or more participants over the Internet or other types of networks. IM–chat happens in real-time. Of importance is that online chat and instant messaging differ from other technologies such as email due to the perceived quasi-synchrony of the communications by the users. Some systems permit messages to be sent to users not then 'logged on' (offline messages), thus removing some differences between IM and email (often done by sending the message to the associated email account).\r\nIM allows effective and efficient communication, allowing immediate receipt of acknowledgment or reply. However IM is basically not necessarily supported by transaction control. In many cases, instant messaging includes added features which can make it even more popular. For example, users may see each other via webcams, or talk directly for free over the Internet using a microphone and headphones or loudspeakers. Many applications allow file transfers, although they are usually limited in the permissible file-size.\r\nIt is usually possible to save a text conversation for later reference. Instant messages are often logged in a local message history, making it similar to the persistent nature of emails. ","materialsDescription":" <span style=\"font-weight: bold;\">What is instant messaging used for?</span>\r\nInstant messaging (IM) technology is a type of online chat that offers real-time text transmission over the Internet. A LAN messenger operates in a similar way over a local area network. Short messages are typically transmitted between two parties when each user chooses to complete a thought and select &quot;send&quot;.\r\n<span style=\"font-weight: bold;\">What kind of protocols are used in instant messaging applications?</span>\r\nTwo of the main protocols used for instant messaging in the market today are WebSocket and XMPP.\r\n<span style=\"font-weight: bold;\">What is the difference between texting and instant messaging?</span>\r\nText messaging, or simply &quot;texting,&quot; is a cellular phone service typically limited to 160 characters, whereas instant messaging is usually a computer session with longer message size. Both text messaging and instant messaging are often called just plain &quot;messaging.&quot;\r\n<span style=\"font-weight: bold;\">What are the key features of instant messaging?</span>\r\nThe exchange of text has long been the chief function of instant messaging, but it is now one feature of many. The ability to insert images and emojis into messages is now standard in many clients, as are file transfers. Facebook Messenger even enables users to send money via IM.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Instant_Communications_Applications.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1076,"logoURL":"https://old.roi4cio.com/fileadmin/content/deepASR.png","logo":true,"scheme":false,"title":"deepASR®","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"deepasrr","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Сегодня наш двигатель отличается распознаванием 11 языков, включая английский (США, Канада, Великобритания и Южная Африка), испанский, русский, польский, румынский, казахский, украинский и греческий.</p>\r\n<p>Благодаря запатентованному методу обучения и настройки Omilia, deepASR&reg; способен достичь уровня ошибок Word менее половины унаследованных поставщиков услуг.</p>\r\n<p>Для всех основных языков Omilia предлагает адаптированные акустические и языковые модели, которые охватывают акценты и диалектические вариации внутри страны.</p>","shortDescription":"Механизм автоматического распознавания речи использует самые передовые формы глубокого обучения, обеспечивая беспрецедентную точность в распознавании, которая обычно достигает человеческого уровня ","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":12,"sellingCount":6,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"deepASR®","keywords":"языков, Omilia, унаследованных, половины, услуг, менее, поставщиков, ошибок","description":"<p>Сегодня наш двигатель отличается распознаванием 11 языков, включая английский (США, Канада, Великобритания и Южная Африка), испанский, русский, польский, румынский, казахский, украинский и греческий.</p>\r\n<p>Благодаря запатентованному методу обучения и наст","og:title":"deepASR®","og:description":"<p>Сегодня наш двигатель отличается распознаванием 11 языков, включая английский (США, Канада, Великобритания и Южная Африка), испанский, русский, польский, румынский, казахский, украинский и греческий.</p>\r\n<p>Благодаря запатентованному методу обучения и наст","og:image":"https://old.roi4cio.com/fileadmin/content/deepASR.png"},"eventUrl":"","translationId":7043,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":752,"title":"Voice Recognition","alias":"voice-recognition","description":"<span style=\"font-weight: bold;\">Voice</span> or <span style=\"font-weight: bold;\">speaker recognition </span>is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands. Voice recognition has gained prominence and use with the rise of AI and intelligent assistants, such as Amazon's Alexa, Apple's Siri and Microsoft's Cortana.<br />Voice recognition systems enable consumers to interact with technology simply by speaking to it, enabling hands-free requests, reminders and other simple tasks.\r\n<span style=\"font-weight: bold;\">Voice recognition technology on computers</span> requires that analog audio be converted into digital signals, known as analog-to-digital conversion. For a computer to decipher a signal, it must have a digital database, or vocabulary, of words or syllables, as well as a speedy means for comparing this data to signals. The speech patterns are stored on the hard drive and loaded into memory when the program is run. A comparator checks these stored patterns against the output of the A/D converter - an action called pattern recognition.\r\nIn practice, the size of a speech recognition system effective vocabulary is directly related to the random access memory capacity of the computer in which it is installed. A voice recognition program runs many times faster if the entire vocabulary can be loaded into RAM, as compared with searching the hard drive for some of the matches. \r\nWhile <span style=\"font-weight: bold;\">voice recognition technology </span>originated on PCs, it has gained acceptance in both business and consumer spaces <span style=\"font-weight: bold;\">on mobile devices and in home assistant products</span>. The popularity of smartphones opened up the opportunity to add voice recognition technology into consumer pockets, while home devices, like Google Home and Amazon Echo, brought voice recognition technology into living rooms and kitchens. Voice recognition, combined with the growing stable of internet of things sensors, has added a technological layer to many consumer products that previously lacked any smart capabilities.\r\nAs<span style=\"font-weight: bold;\"> uses for voice recognition technology</span> grow and more users interact with it, the companies implementing speak recognition software will have more data and information to feed into the neural networks that power voice recognition systems, thus improving the capabilities and accuracy of the automatic speech recognition products.<br />The uses for voice recognition have grown quickly as AI, machine learning and consumer acceptance have matured. In-home digital assistants from Google to Amazon to Apple have all implemented voice recognition software to interact with users. The way <span style=\"font-weight: bold;\">consumers use voice recognition technology</span> varies depending on the product, but it can include transcribing speech to text converter, setting up reminders, searching the internet, and responding to simple questions and requests, such as playing music or sharing weather or traffic information.\r\nThe government is also looking for ways to use voice recognition technology and voice identification for security purposes. The National Security Agency (the official U.S. cryptologic organization of the United States Intelligence Community under the Department of Defense) has used voice recognition systems dating back to 2004.<br /><br />","materialsDescription":"<h1 class=\"align-center\"> <span style=\"font-weight: normal;\">What is voice recognition?</span></h1>\r\n<p class=\"align-left\">Voice recognition is an alternative to typing on a keyboard. Put simply, you talk to the computer and your words appear on the screen. The software has been developed to provide a fast method of writing on a computer and can help people with a variety of disabilities. It is useful for people with physical disabilities who often find typing difficult, painful or impossible. Voice-recognition software can also help those with spelling difficulties, including users with dyslexia, because recognised words are almost always correctly spelled.</p>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What is voice recognition software?</span></h1>\r\n<p class=\"align-left\">Voice-recognition software programmes work by analysing sounds and converting them to text. Once correctly set up, the systems should recognise around 95% of what is said if you speak clearly. Several programmes are available that provide computer speech recognition. These systems have mostly been designed for Windows operating systems, however programmes are also available for Mac OS X. In addition to third-party software, there are also voice-recognition programmes built in to the operating systems of Windows Vista and Windows 7, 8, 10. Most specialist voice applications include the software, a microphone headset, a manual and a quick reference card. You connect the microphone to the computer, either into the soundcard or via a USB or similar connection.</p>\r\n<header><h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the types of speech recognition?</span></h1></header>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">There are two types of speech recognition.</span> One is called speaker–dependent and the other is speaker–independent. Speaker–dependent software is commonly used for dictation software, while speaker–independent software is more commonly found in telephone applications.<span style=\"font-weight: bold;\"></span></p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Speaker–dependent</span> software works by learning the unique characteristics of a single person's voice, in a way similar to voice recognition. New users must first &quot;train&quot; the voice recognition systems product by speaking to it, so the computer can analyze how the person talks. This often means users have to read a few pages of text to the computer before they can use the voice recogniser.<span style=\"font-weight: bold;\"></span></p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Speaker–independent</span> software is designed to recognize anyone's voice, so no training is involved. This means it is the only real option for applications such as interactive voice response systems — where businesses can't ask callers to read pages of text before using the system. The downside is that speaker–independent software is generally less accurate than speaker–dependent software.</p>\r\n<p class=\"align-left\">Voice recognition engines that are speaker independent generally deal with this fact by limiting the grammars they use. By using a smaller list of recognized words, the speech engine is more likely to correctly recognize what a speaker said.</p>\r\n<p class=\"align-left\">This makes speaker–independent software ideal for most IVR systems, and any application where a large number of people will be using the same system. Speaker dependent software is used more widely in dictation software, where only one person will use the system and there is a need for a large grammar.</p>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the voice recognition applications?</span></h1>\r\n<p class=\"align-left\">The technology is gaining popularity in many areas and has been successful in the following:</p>\r\n<ul><li><span style=\"font-weight: bold;\">Device control. </span>Just saying &quot;OK Google&quot; to an Android phone fires up a system that is all ears to your voice commands.</li><li><span style=\"font-weight: bold;\">Car Bluetooth systems.</span> Many cars are equipped with a system that connects its radio mechanism to your smartphone through Bluetooth. You can then make and receive calls without touching your smartphone, and can even dial numbers by just saying them.</li><li><span style=\"font-weight: bold;\">Voice to speech transcription.</span> In areas where people have to type a lot, some intelligent software captures their spoken words and transcribe them into text. This is current in the certain word processing software. Voice transcription also works with visual voicemail.</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What is dictation software?</span></h1>\r\n<p class=\"align-left\"></p>\r\nWith the best dictation software, you can compose memos, emails, speeches, and other writing using voice translator speech to text. Some dictation apps also give you the power to control your computer or mobile device with spoken words, too, letting you open apps and navigate the web when you aren't able to or don't want to with your fingers. \r\n<p class=\"align-left\">Dictation apps have a variety of use cases. They're well known among the accessibility community, as not everyone has full and dexterous use of their fingers and hands for typing, moving a mouse, or tapping a touchscreen. They're also quite popular with productivity enthusiasts because once you get comfortable dictating, it's typically faster than typing. Dictating also enables multitasking. You can write while walking, cooking, or even breastfeeding.</p>\r\n<p class=\"align-left\">Some people also find that writing by dictating silences their internal editor. You might be more inclined to get all your thoughts out first and review them later, rather than revising ideas as you form them.</p>\r\n<p class=\"align-left\">In the last few years, dictation software has become more readily available, easier to use, and much less expensive. Also sometimes called voice-to-text apps or voice recognition apps, these tools turn your spoken words into writing on the screen quickly and accurately. </p>\r\n<p class=\"align-left\">Some best voice recognition software are standalone software programs while others are features that come inside other apps or operating systems. Take Google Docs Voice Typing, for example. It's a feature inside Google Docs, rather than a standalone app. You can use it to write in Google Docs as well as edit and format your text.<br /><br /><br /></p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Voice_Recognition.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1080,"logoURL":"https://old.roi4cio.com/fileadmin/content/omAnalytics_03.png","logo":true,"scheme":false,"title":"omAnalytics®","vendorVerified":0,"rating":"0.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"omanalyticsr","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Возможности omAnalytics</p>\r\n<p>Глубокий анализ разговоров клиентов с DiaManT&reg; и живыми агентами, чтобы обеспечить понимание &laquo;что&raquo; именно &nbsp;говорят клиенты. Просмотрите концептуальное отображение понятий и слов, которые говорят клиенты. Щелкнув ссылку, можно получить развернутую картинку , что сказал клиент.</p>\r\n<ul>\r\n<li>Обнаружение частых терминов, фраз и концепций</li>\r\n<li>Поиск разговоров для конкретных продуктов и действий</li>\r\n<li>Быстрое выявление и принятие мер по коренным причинам</li>\r\n<li>Найти любую комбинацию метаданных, слов и фраз</li>\r\n</ul>","shortDescription":"Визуализируйте Big Data, созданные DiaManT®, чтобы анализировать разговоры клиентов с виртуальным агентом, а также с живыми агентами","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":9,"sellingCount":20,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omAnalytics®","keywords":"слов, клиенты, говорят, фраз, разговоров, конкретных, клиент, сказал","description":"<p>Возможности omAnalytics</p>\r\n<p>Глубокий анализ разговоров клиентов с DiaManT&reg; и живыми агентами, чтобы обеспечить понимание &laquo;что&raquo; именно &nbsp;говорят клиенты. Просмотрите концептуальное отображение понятий и слов, которые говорят клиенты. ","og:title":"omAnalytics®","og:description":"<p>Возможности omAnalytics</p>\r\n<p>Глубокий анализ разговоров клиентов с DiaManT&reg; и живыми агентами, чтобы обеспечить понимание &laquo;что&raquo; именно &nbsp;говорят клиенты. Просмотрите концептуальное отображение понятий и слов, которые говорят клиенты. ","og:image":"https://old.roi4cio.com/fileadmin/content/omAnalytics_03.png"},"eventUrl":"","translationId":7045,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":69,"title":"Business Analytics","alias":"business-analytics","description":"Business Analytics is “the study of data through statistical and operations analysis, the formation of predictive models, application of optimization techniques, and the communication of these results to customers, business partners, and college executives.” Business Analytics requires quantitative methods and evidence-based data for business modeling and decision making; as such, Business Analytics requires the use of Big Data.\r\nSAS describes Big Data as “a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis.” What’s important to keep in mind about Big Data is that the amount of data is not as important to an organization as the analytics that accompany it. When companies analyze Big Data, they are using Business Analytics to get the insights required for making better business decisions and strategic moves.\r\nCompanies use Business Analytics (BA) to make data-driven decisions. The insight gained by BA enables these companies to automate and optimize their business processes. In fact, data-driven companies that utilize Business Analytics achieve a competitive advantage because they are able to use the insights to:\r\n<ul><li>Conduct data mining (explore data to find new patterns and relationships)</li><li>Complete statistical analysis and quantitative analysis to explain why certain results occur</li><li>Test previous decisions using A/B testing and multivariate testing</li><li>Make use of predictive modeling and predictive analytics to forecast future results</li></ul>\r\nBusiness Analytics also provides support for companies in the process of making proactive tactical decisions, and BA makes it possible for those companies to automate decision making in order to support real-time responses.","materialsDescription":"<span style=\"font-weight: bold; \">What does Business Analytics (BA) mean?</span>\r\nBusiness analytics (BA) refers to all the methods and techniques that are used by an organization to measure performance. Business analytics are made up of statistical methods that can be applied to a specific project, process or product. Business analytics can also be used to evaluate an entire company. Business analytics are performed in order to identify weaknesses in existing processes and highlight meaningful data that will help an organization prepare for future growth and challenges.\r\nThe need for good business analytics has spurred the creation of business analytics software and enterprise platforms that mine an organization’s data in order to automate some of these measures and pick out meaningful insights.\r\nAlthough the term has become a bit of a buzzword, business analytics are a vital part of any business. Business analytics make up a large portion of decision support systems, continuous improvement programs and many of the other techniques used to keep a business competitive. Consequently, accurate business analytics like efficiency measures and capacity utilization rates are the first step to properly implementing these techniques.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Business_Analytics.png"},{"id":70,"title":"OLAP - online analytical processing","alias":"olap-online-analytical-processing","description":"<span style=\"font-weight: bold; \">OLAP (online analytical processing)</span> is a computing method that enables users to easily and selectively extract and query data in order to analyze it from different points of view. OLAP business intelligence queries often aid in trends analysis, financial reporting, sales forecasting, budgeting and other planning purposes.\r\nTo facilitate this kind of analysis, data is collected from multiple data sources and stored in data warehouses then cleansed and organized into <span style=\"font-weight: bold; \">data cubes.</span> Each OLAP cube contains data categorized by dimensions (such as customers, geographic sales region and time period) derived by dimensional tables in the data warehouses. Dimensions are then populated by members (such as customer names, countries and months) that are organized hierarchically.\r\nAnalysts can then perform five types of online analytical processing system operations against these multidimensional databases: \r\n<ol><li><span style=\"font-weight: bold; \">Roll-up.</span> Also known as consolidation, or drill-up, this operation summarizes the data along the dimension.</li><li><span style=\"font-weight: bold; \">Drill-down.</span> This allows analysts to navigate deeper among the dimensions of data, for example drilling down from &quot;time period&quot; to &quot;years&quot; and &quot;months&quot; to chart sales growth for a product.</li><li><span style=\"font-weight: bold; \">Slice. </span>This enables an analyst to take one level of information for display</li><li><span style=\"font-weight: bold; \">Dice. </span>This allows an analyst to select data from multiple dimensions to analyze</li><li><span style=\"font-weight: bold; \">Pivot.</span> Analysts can gain a new view of data by rotating the data axes of the cube.</li></ol>\r\nOLAP software then locates the intersection of dimensions, such as all products sold in the Eastern region above a certain price during a certain time period, and displays them. The result is the &quot;measure&quot;; each OLAP cube has at least one to perhaps hundreds of measures, which are derived from information stored in fact tables in the data warehouse.\r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">Types of OLAP: &nbsp; </span></p>\r\n<ul><li><span style=\"font-weight: bold;\">Relational online analytical processing (ROLAP):</span> ROLAP is an extended RDBMS along with multidimensional data mapping to perform the standard relational operation.</li><li><span style=\"font-weight: bold;\">Multidimensional OLAP (MOLAP):</span> MOLAP Implementes operation in multidimensional data.</li><li><span style=\"font-weight: bold;\">Hybrid OnlineAnalytical Processing (HOLAP):</span> In HOLAP approach the aggregated totals are stored in a multidimensional database while the detailed data is stored in the relational database. This offers both data efficiency of the ROLAP model and the performance of the MOLAP model.</li><li><span style=\"font-weight: bold;\">Desktop OLAP (DOLAP):</span> In Desktop OLAP system, a user downloads a part of the data from the database locally, or on their desktop and analyze it. DOLAP is relatively cheaper to deploy as it offers very few functionalities compares to other OLAP tools.</li><li><span style=\"font-weight: bold;\">Web based OLAP (WOLAP):</span> Web OLAP which is OLAP system accessible via the web browser. WOLAP is a three-tiered architecture. It consists of three components: client, middleware, and a database server.</li><li><span style=\"font-weight: bold;\">Mobile OLAP:</span> Mobile OLAP process helps users to access and analyze OLAP data using their mobile devices</li><li><span style=\"font-weight: bold;\">Spatial OLAP:</span> SOLAP is created to facilitate management of both spatial and non-spatial data in a Geographic Information system (GIS) </li></ul>","materialsDescription":"<h1 class=\"align-center\">Implementing an OLAP Solution</h1>\r\nImplementation of OLAP depends not only on the type of software, but also on underlying data sources and the intended business objective(s). Each industry or business area is specific and requires some degree of customized modeling to create multidimensional “cubes” for data loading and reporting building, at minimum. An OLAP program might be intended for dynamic reporting for finance professionals, with source data originating in an ERP system. Or a solution might address a medical institution’s activities as concerns patient analysis. All of which is to say that customers need to have clear objectives in mind for an intended solution, and start to consider product selection on that basis. Another factor to consider in an OLAP implementation is the delivery to end users: does the initial user base want to adopt a new front end, or is there a preference for utilizing a dashboard? Or&nbsp; perhaps users are better served by a dynamic spreadsheet “delivery” system to achieve, for example, a collaborative budgeting and forecasting solution.\r\n<h1 class=\"align-center\">Advantages and Disadvantages of OLAP</h1>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Advantages</span></p>\r\n<ul><li>OLAP is a platform for all type of business includes planning, budgeting, reporting, and analysis.</li><li>Information and calculations are consistent in an OLAP cube. This is a crucial benefit.</li><li>Quickly create and analyze &quot;What if&quot; scenarios</li><li>Easily search OLAP database for broad or specific terms.</li><li>OLAP provides the building blocks for business modeling tools, Data mining tools, performance reporting tools.</li><li>Allows users to do slice and dice cube data all by various dimensions, measures, and filters.</li><li>It is good for analyzing time series.</li><li>Finding some clusters and outliers is easy with OLAP.</li><li> It is a powerful visualization online analytical process system which provides faster response times</li></ul>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Disadvantages</span></p>\r\n<ul><li>OLAP requires organizing data into a star or snowflake schema. These schemas are complicated to implement and administer.</li><li>You cannot have large number of dimensions in a single OLAP cube.</li><li>Transactional data cannot be accessed with OLAP system.</li><li>Any modification in an OLAP cube needs a full update of the cube. This is a time-consuming process.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/OLAP_-__online_analytical_processing.png"},{"id":76,"title":"CPM - Corporate Performance Management","alias":"cpm-corporate-performance-management","description":"<span style=\"font-weight: bold; \">Corporate performance management (CPM)</span> is an umbrella term that describes the methodologies, metrics, processes and systems used to monitor and manage the business performance of an enterprise. Applications that enable CPM translate strategically focused information to operational plans and send aggregated results. These applications are also integrated into many elements of the planning and control cycle, or they address BAM or customer relationship optimization needs.\r\nCPM must be supported by a suite of analytical applications that provide the functionality to support these processes, methodologies and metrics.\r\n&nbsp;A CPM system is software that monitors and manages an organization's performance, according to key performance indicators. These can be revenue, return on investment, or other corporate strategic goals, such as increasing operational efficiency or improving corporate strategy.\r\nCorporate performance management system supports financial budgeting, planning and forecasting, and help leaders manage strategy and track the company’s financial health against goals. Corporate performance management tools are commonly used by the finance department, but are increasingly designed to be used across the enterprise. All in all, financial corporate performance management helps CFOs and other leaders maintain a clear picture of organizational performance.\r\n<p class=\"align-center\"><span style=\"font-weight: bold; \">CPM Software Comparison</span></p>\r\nTo compare different CPM tools, you might want to consider evaluating options based on these factors:\r\n<span style=\"font-weight: bold; \">Finance vs Strategy:</span> Do you care more about strategic planning or financials (such as consolidation and close, reporting, etc)? Financial corporate performance management products rarely do both of these well, so depending on which is your priority, compare tools based on both capabilities. Look at feature ratings for budgeting, planning and forecasting, versus consolidation and close and reporting.\r\n<span style=\"font-weight: bold; \">Deployment type:</span> Corporate performance management solutions may be cloud-based, on-premise, or offer both deployment types.\r\n<span style=\"font-weight: bold; \">Usability:</span> Ease of use is an important factor, even more so if your use of the CPM software will extend beyond the Finance team. Look for comments about usability in pros &amp; cons sections of reviews, and compare how the products rate for usability.\r\n<span style=\"font-weight: bold; \">Reporting:</span> Corporate performance management software is very centered on reporting and the ability to build custom reports. Reviewers often comment on the quality of reporting, and are asked to rate products based on reporting features.\r\n\r\n","materialsDescription":"<h1 class=\"align-center\">Why is CPM important and who is CPM important for?</h1>\r\nRecent studies have shown that strategy execution is the number one area of focus for senior executives today and CPM performance management is a way to help ensure your strategies get executed. By integrating organizational goals, metrics, and projects, your company is aligned around strategic priorities and can focus on the key drivers of the business.\r\nCPM is important for every company, but especially those looking to:\r\n<ul><li>Remodel their budget</li><li>Reduce costs</li><li>Better align KPIs</li><li>Upgrade their organizational strategy</li><li>Improve the financial planning process<span style=\"font-weight: bold; \"></span></li></ul>\r\n<h1 class=\"align-center\">Importance of Corporate Performance Management Software</h1>\r\nIn the era of business management intelligence, it’s important that corporations embrace processes automation. Here are some of the benefits of adopting an enterprise and corporate performance management solution.\r\n<span style=\"font-weight: bold;\">1. Real-time feedback.</span> Performance management software has smart dashboards which contain every measurable metric a management team may need to use in its decision-making. However, the detail is not in the variety. It’s in the ability to read and use data as changes happen in real-time across all parts of the organization. \r\n<span style=\"font-weight: bold;\">2. Data consolidation for easy management.</span> The tools have the intelligence to gather, group, and combine data from multiple sources, be it departments, spreadsheets, or even companies. \r\n<span style=\"font-weight: bold;\">3. Provide ease of risk management.</span> One significant advantage of CPM is the integration of tools like what-if models. For instance, the model empowers managers to mitigate risks and make informed decisions based on the simulation of the best-worst case scenarios. \r\n<span style=\"font-weight: bold;\">4. Provide simple data feedback and access.</span> Performance management tools enable managers to have ease of access to information while still fostering accuracy and quality. \r\n<span style=\"font-weight: bold;\">5. Ease of collaboration.</span> CPM tools are not only locally integrated but also cloud connected to allows all users to stay in sync across all departments.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CPM_-_Corporate_Performance_Management.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":750,"title":"Biometric Identification","alias":"biometric-identification","description":"<p itemprop=\"headline\">Biometric systems use people’s intrinsic physical characteristics to verify their identification. The characteristics that can be used by biometric systems include fingerprints, facial identification systems, voice recognition systems and in new developments – the analysis of DNA. Biometric security systems are applied wherever there is a need for personal identification where control of access to material objects or information is required.</p>\r\n<p itemprop=\"headline\" class=\"align-center\"><span style=\"font-weight: bold; \">Types of biometric identification</span></p>\r\n<ul><li><span style=\"font-weight: bold; \">DNA Matching.</span> The identification of an individual using the analysis of segments from DNA.</li><li><span style=\"font-weight: bold; \">Ear.</span> The identification of an individual using the shape of the ear.</li><li><span style=\"font-weight: bold; \">Eyes - Iris Recognition.</span> The use of the features found in the iris to identify an individual.</li><li><span style=\"font-weight: bold; \">Eyes - Retina Recognition.</span> The use of patterns of veins in the back of the eye to accomplish recognition.</li><li><span style=\"font-weight: bold; \">Face Recognition. </span>The analysis of facial features or patterns for the authentication or recognition of an individuals identity. Most face recognition systems either use eigenfaces or local feature analysis.</li><li><span style=\"font-weight: bold; \">Fingerprint Recognition.</span> The use of the ridges and valleys (minutiae) found on the surface tips of a human finger to identify an individual.</li><li><span style=\"font-weight: bold; \">Finger Geometry Recognition.</span> The use of 3D geometry of the finger to determine identity.</li><li><span style=\"font-weight: bold; \">Gait.</span> The use of an individuals walking style or gait to determine identity.</li><li><span style=\"font-weight: bold; \">Odour. </span>The use of an individuals odor to determine identity.</li><li><span style=\"font-weight: bold; \">Hand Geometry Recognition. </span>The use of the geometric features of the hand such as the lengths of fingers and the width of the hand to identify an individual.</li><li><span style=\"font-weight: bold; \">Typing Recognition. </span>The use of the unique characteristics of a persons typing for establishing identity.</li><li><span style=\"font-weight: bold; \">Hand Vein Recognition. </span>Vein recognition is a type of biometrics that can be used to identify individuals based on the vein patterns in the human finger or palm.</li><li><span style=\"font-weight: bold; \">Voice - Speaker Identification. </span>Identification is the task of determining an unknown speaker’s identity. Speaker identification is a 1:N (many) match where the voice is compared against N templates. Speaker identification systems can also be implemented covertly without the user’s knowledge to identify talkers in a discussion, alert automated systems of speaker changes, check if a user is already enrolled in a system, etc.</li><li><span style=\"color: rgb(97, 97, 97); \"><span style=\"font-weight: bold; \">Voice - Speaker Verification/Authentication.</span>The use of the voice as a method of determining the identity of a speaker for access control. If the speaker claims to be of a certain identity and the voice is used to verify this claim. Speaker verification is a 1:1 match where one speaker’s voice is matched to one template (also called a “voice print” or “voice model”). Speaker verification is usually employed as a “gatekeeper” in order to provide access to a secure system (e.g.: telephone banking). These systems operate with the user’s knowledge and typically require their cooperation.</span></li><li> <span style=\"font-weight: bold; \">Signature Recognition.</span> The authentication of an individual by the analysis of handwriting style, in particular the signature. There are two key types of digital handwritten signature authentication, Static and Dynamic. Static is most often a visual comparison between one scanned signature and another scanned signature, or a scanned signature against an ink signature. Technology is available to check two scanned signatures using advances algorithms. Dynamic is becoming more popular as ceremony data is captured along with the X,Y,T and P Coordinates of the signor from the signing device. This data can be utilised in a court of law using digital forensic examination tools, and to create a biometric template from which dynamic signatures can be authenticated either at time of signing or post signing, and as triggers in workflow processes.</li></ul>\r\n<br /><br />","materialsDescription":"<h1 class=\"align-center\"> Biometric Identification or Biometric Authentication?<span style=\"font-weight: bold; \"><br /></span></h1>\r\n<span style=\"font-weight: bold; \">Biometric identification</span> answers the question “who are you” and can be applied to both physical and digital scenarios. It is an established solution that is being used in many applications including law enforcement, defense, and border control.\r\nBiometric identification system usually applies to a situation where an organization needs to identify a person. The organization captures a biometric from that individual and then searches a biometric id system repository in an attempt to correctly identify the person. The biometric repository could be managed by a law enforcement agency, such as the Integrated Automated Fingerprint System (IAFIS) run by the FBI in the USA, or be part of a national identity system like India’s UIDAI system.\r\n<span style=\"font-weight: bold; \">Biometric authentication </span>asks the question “can you prove who you are” and is predominantly related to proof of identity in digital scenarios. A <span style=\"font-size:10pt; font-family:Arial; font-style:normal; \">biometric identity verification</span>system will challenge someone to prove their identity and the person has to respond in order to allow them access to a system or service.\r\nBiometric authentication involves use of a factor that is something a person is – a biometric identifier from a person can include a fingerprint, their voice, face, or even their behavior. This biometric is indexed against other identifiers, such as a user id or employee number, with the identifier being matched against a single stored biometric template – one-to-one match.\r\n<h1 class=\"align-center\">Where is biometric identification technology used?</h1>\r\nHistorically, applications using have been predominantly initiated by authorities for military access control, criminal or civil identification under a tightly regulated legal and technical framework. \r\nToday, sectors, including banking, retail, and mobile commerce, are demonstrating a real appetite for the benefits of biometric identity systems.<br />Most importantly, awareness and acceptance have been boosted in the past seven years, as millions of smartphone users are unlocking their phones with a fingerprint or a face. The most typical use cases of biometric technologies are:\r\n<ul><li>Law enforcement and public security (criminal/suspect identification)</li><li>Military (enemy/ally identification)</li><li>Border, travel, and migration control (traveler/migrant/passenger identification)</li><li>Civil identification (citizen/resident/voter identification)</li><li>Healthcare and subsidies (patient/beneficiary/healthcare professional identification)</li><li>Physical and logical access (owner/user/employee/contractor/partner identification)</li><li>Commercial applications (consumer/customer identification)</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Biometric_Identification.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1070,"logoURL":"https://old.roi4cio.com/fileadmin/content/diamant_logo.png","logo":true,"scheme":false,"title":"DiaManT®","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"diamantr","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"<p>Платформа обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный разговорный процесс, выступая в качестве единой точки интеграции с корпоративными системами для ведения разговорных диалогов по всем каналам. DiaManT&reg; позволяет выполнять истинные сквозные разговоры на естественном языке. По сравнению с другими поставщиками, которые обеспечивают только управление вызовами с помощью жестко структурированного ПРЯМОГО ДИАЛОГА, клиенты DiaManT&reg; могут свободно разговаривать и нет заранее определенного потока или структуры, за которыми они должны следовать. С DiaManT&reg; существует одно приложение, которое определяет как цель вызывающего, так и доставку самообслуживания, поэтому общение с клиентом полностью неструктурировано, а это означает, что ваши клиенты никогда не будут слышать такие вещи, как &laquo;сказать, что главное меню вернуться&raquo;, - они просто говорят, и DiaManT&reg; слушает, понимает и заботится.</p>","shortDescription":"Платформа, которая обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный диалог","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":2,"sellingCount":15,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"DiaManT®","keywords":"DiaManT®, клиенты, обеспечивает, цель, определяет, которое, приложение, вызывающего","description":"<p>Платформа обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный разговорный процесс, выступая в качестве единой точки интеграции с корпоративными системами для ведения разговорных диалогов по всем каналам. DiaManT&reg; ","og:title":"DiaManT®","og:description":"<p>Платформа обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный разговорный процесс, выступая в качестве единой точки интеграции с корпоративными системами для ведения разговорных диалогов по всем каналам. DiaManT&reg; ","og:image":"https://old.roi4cio.com/fileadmin/content/diamant_logo.png"},"eventUrl":"","translationId":7037,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":213,"title":"​Integration Middleware","alias":"integration-middleware","description":" Integration middleware is the alternate term used for middleware as the purpose of middleware is mainly integration. Integration middleware represents software systems that offer runtime services for communications, integration application execution, monitoring, and operations.\r\nThe key function of middleware is to help make application development simpler. This is done by offering common programming abstractions, covering up heterogeneity, delivering fundamental operating systems and hardware, and masking low-level programming details.\r\nMiddleware is a software that links two separate applications or is commonly used to illustrate different products that function as a glue between two separate applications. For instance, there are various middleware products that establish a connection between a Web server and a database system. This lets users request data from the database by means of forms shown on a Web browser. In return, the Web server returns dynamic Web pages according to the user's requests and profile.","materialsDescription":" <span style=\"font-weight: bold;\">On what classification is based integration middleware?</span>\r\nConventionally, integration middleware is classified based on domains, which are defined by the types of resources that are incorporated:\r\n<ul><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Cloud Integration:</span></span> Integrates with and also between the cloud services, cloud-based applications (SaaS), private clouds, trade hubs, and other typical cloud resources through Web services and standard B2B communication strategies (FTP, AS2, etc.)</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">B2B Integration:</span></span> Integrates customer, provider and various alternative partner interfaces with various data resources and company-managed applications</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Application Integration (A2A):</span></span> Integrates various company-managed applications together, including cloud-based and remote systems</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Data Integration:</span></span> Integrates business data resources, such as databases and files, over the business and operational intelligence systems</li></ul>\r\n<span style=\"font-weight: bold;\">What categories include integration middleware?</span>\r\nMiddleware is often described as plumbing because it links both sides of an application and also transfers data between them. Some standard middleware categories include:\r\n<ul><li>Enterprise service buses (ESBs);</li><li>Transaction processing (TP) monitors;</li><li>The distributed computing environment (DCE);</li><li>Remote procedure call (RPC) systems;</li><li>Object request brokers (ORBs);</li><li>Message passing;</li><li>Database access systems.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Integration_Middleware1.png"},{"id":492,"title":"Enterprise Service Bus Middleware","alias":"enterprise-service-bus-middleware","description":" An enterprise service bus (ESB) implements a communication system between mutually interacting software applications in a service-oriented architecture (SOA). It represents a software architecture for distributed computing, and is a special variant of the more general client-server model, wherein any application may behave as server or client. ESB promotes agility and flexibility with regard to high-level protocol communication between applications. Its primary use is in enterprise application integration (EAI) of heterogeneous and complex service landscapes.\r\nThe concept of the enterprise service bus is analogous to the bus concept found in computer hardware architecture combined with the modular and concurrent design of high-performance computer operating systems. The motivation for the development of the architecture was to find a standard, structured, and general purpose concept for describing implementation of loosely coupled software components (called services) that are expected to be independently deployed, running, heterogeneous, and disparate within a network. ESB is also a common implementation pattern for service-oriented architecture, including the intrinsically adopted network design of the World Wide Web.\r\nNo global standards exist for enterprise service bus concepts or implementations. Most providers of message-oriented middleware have adopted the enterprise service bus concept as de facto standard for a service-oriented architecture. The implementations of ESB use event-driven and standards-based message-oriented middleware in combination with message queues as technology frameworks. However, some software manufacturers relabel existing middleware and communication solutions as ESB without adopting the crucial aspect of a bus concept.\r\nThe ESB is implemented in software that operates between the business applications, and enables communication among them. Ideally, the ESB should be able to replace all direct contact with the applications on the bus, so that all communication takes place via the ESB. To achieve this objective, the ESB must encapsulate the functionality offered by its component applications in a meaningful way. This typically occurs through the use of an enterprise message model. The message model defines a standard set of messages that the ESB transmits and receives. When the ESB receives a message, it routes the message to the appropriate application. Often, because that application evolved without the same message model, the ESB has to transform the message into a format that the application can interpret. A software adapter fulfills the task of effecting these transformations, analogously to a physical adapter.\r\nESBs rely on accurately constructing the enterprise message model and properly designing the functionality offered by applications. If the message model does not completely encapsulate the application functionality, then other applications that desire that functionality may have to bypass the bus, and invoke the mismatched applications directly. Doing so violates the principles of the ESB model, and negates many of the advantages of using this architecture.\r\nThe beauty of the ESB lies in its platform-agnostic nature and the ability to integrate with anything at any condition. It is important that Application Lifecycle Management vendors truly apply all the ESB capabilities in their integration products while adopting SOA. Therefore, the challenges and opportunities for EAI vendors are to provide an integration solution that is low-cost, easily configurable, intuitive, user-friendly, and open to any tools customers choose.","materialsDescription":" <span style=\"font-weight: bold;\">What is an Enterprise Service Bus (ESB)?</span>\r\nAn Enterprise Service Bus (ESB) is a type of software platform known as middleware, which works behind the scenes to aid application-to-application communication. Think of an ESB as a “bus” that picks up information from one system and delivers it to another.\r\nThe term ESB first appeared in 2002, but the technology continues to evolve, driven by the need for ever-emerging internet applications to communicate and interact with one another.\r\n<span style=\"font-weight: bold;\">Why would I want an ESB?</span>\r\nImagine that there are two systems in an organization that needs to exchange data. The technical teams that represent each system plan and implement a solution that allows these systems to communicate. A year or two later, the organization deploys several more systems that need to interact with each other as well as the existing two systems. How can all teams develop and reach an agreement on the best solution?\r\nIt becomes very complicated to manage and maintain one solution as an organization’s IT systems expand. With just 10 systems, there could be 100 different interfaces and scores of disparate technical requirements.\r\nAn ESB provides a secure, scalable and cost-effective infrastructure that enables real-time data exchange among many systems. Data from one system, known as a service provider, can be put on the enterprise service bus as a message, which is sent immediately to a service consumer of the data. If a new system wants to consume this same data, all it has to do is plug into the bus in the same manner.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Enterprise_Service_Bus_Middleware.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A contact center is a central point from where you can contact.\r\nThe contact center typically includes one or more call centers but may include other types of customer contact, as well. A contact center is generally part of an enterprise's overall customer relationship management (CRM) strategy.<br />Contact centers and call centers are both centers for customer service, and the two terms are often used interchangeably, but a contact center supports more services than a typical call center.\r\nContact centers offer omnichannel customer support, including email, chat, voice over IP (VoIP) and website support. A call center typically uses phones as the main channel of communication and can handle a mass volume of calls.<br />Contact centers are used for inbound communication, outbound communication or a hybrid of both. Contact center agents also interact with customers via web chat, phone, email or other communication channels.\r\nThe contact center infrastructure that is necessary to support communications may be located on the same premises as the contact center, or it can be located externally.\r\nIn an on-premises scenario, the company that owns the contact center also owns and manages its own hardware and software. This requires staffing and IT investments that some companies choose to forgo by outsourcing those tasks to cloud providers or hosting companies.","materialsDescription":" <span style=\"font-weight: bold;\">What is a Call Center?</span>\r\nTraditionally, a call center is an office where a large number of call center agents provide customer service over the telephone. Inbound call centers receive calls for customer support and often serve as a knowledge base for tech support, billing questions, and other customer service issues. These call centers focus on quick call resolution times and agent productivity. In outbound call centers, agents make calls rather than receive them. These could be sales calls, marketing offers, surveys, fundraising requests, or debt collection, for example.\r\nThe term “call center” conjures an image for many people of waiting on perpetual hold or being routed through an endless IVR that never gives them what they need. Because so many consumers have had a dreadful customer service experience along these lines, call centers have developed a bad rap. But as legacy phone systems give way to newer digital technologies, call centers are evolving.\r\n<span style=\"font-weight: bold;\">What is a Contact Center?</span>\r\nThe term &quot;contact center&quot; (or “contact centre”) reflects the modern reality that there are many other ways to connect with a customer these days besides by telephone. The combined trends of increased customer expectations and newer technologies that allow for many channels of communication are creating a shift in the traditional call center model which has existed for decades. Consumers want more ways to reach businesses, and businesses are looking for new ways to improve customer experience.\r\nWhile call center agents generally focus on inbound and outbound calls, either on traditional phone lines or over VoIP, contact center agents handle a wide variety of communications. In a modern multichannel contact center, technical support might be delivered over in-app chat or video, while order status updates are delivered via SMS, event promotions are sent as push notifications, surveys are deployed over Facebook Messenger, and sales inquiries received by email are sent directly to an agent to connect by phone. Call centers handle voice communications, contact centers handle all communications.\r\nA company’s contact center is usually integrated with their customer relationship management (CRM) system, where all interactions between the organization and the public are tracked, coordinated, and managed. Depending on the infrastructure and ecosystem, it could be comprised of an alphabet soup of complex components. Many companies have purchased off-the-shelf systems or a highly customized network of technologies from multiple vendors. Some companies have adopted a cloud-based solution or two, but they remain siloed from the rest of their systems and can’t talk to each other.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Contact_Center1.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. 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Прозрачность в реальном времени для всех взаимодействий с клиентом DiaManT® для контроля качества и определения возможных областей улучшения.</p>\r\n<p style=\"text-align: justify;\">Функции omDRTviewer®</p>\r\n<p style=\"text-align: justify;\">Бизнес-пользователи могут просмотреть полную информацию о взаимодействии:</p>\r\n<ul> <li>Что пользователь сказал или набрал</li> <li>Что было транскрибировано (для взаимодействия с deepASR®)</li> <li>Что система поняла</li> <li>Какие действия были предприняты</li> <li>Общая информация о взаимодействии</li> </ul>","shortDescription":"DRTviewer® - это веб-инструмент, обеспечивающий прозрачность в реальном времени для всех взаимодействий клиентов на DiaManT® независимо от канала.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":10,"sellingCount":14,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"omDRTviewer®","keywords":"взаимодействии, времени, могут, omDRTviewer®, пользователь, информацию, Функции, улучшения","description":"<p style=\"text-align: justify;\">С помощью инструмента DRTviewer® бизнес-пользователи могут отслеживать живые сеансы в режиме реального времени, а также просматривать исторические диалоги. 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Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1085,"logoURL":"https://old.roi4cio.com/fileadmin/content/DeepNLUStudio.png","logo":true,"scheme":false,"title":"deepNLUStudio®","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"deepnlustudior","companyTitle":"Omilia","companyTypes":["supplier","vendor"],"companyId":3998,"companyAlias":"omilia-conversational-intelligence","description":"Создавайте и управляйте семантическими интерпретационными моделями и онтологиями, которые будут способствовать естественному пониманию вашего приложения.\r\nСоздавайте, тестируйте и развертывайте свой виртуальный агент непосредственно из deepNLUStudio®. После публикации ваше приложение будет обрабатывать голосовой или текстовый ввод в диалоговом интерфейсе с конечными пользователями.","shortDescription":"С помощью deepNLUStudio® вы можете создавать, управлять и редактировать диалоговые сценарии в течение нескольких минут, а также создавать расширенные диалоги для управления потоком беседы с клиентами.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":5,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"deepNLUStudio®","keywords":"deepNLUStudio®, Создавайте, будет, голосовой, обрабатывать, публикации, После, ваше","description":"Создавайте и управляйте семантическими интерпретационными моделями и онтологиями, которые будут способствовать естественному пониманию вашего приложения.\r\nСоздавайте, тестируйте и развертывайте свой виртуальный агент непосредственно из deepNLUStudio®. После пу","og:title":"deepNLUStudio®","og:description":"Создавайте и управляйте семантическими интерпретационными моделями и онтологиями, которые будут способствовать естественному пониманию вашего приложения.\r\nСоздавайте, тестируйте и развертывайте свой виртуальный агент непосредственно из deepNLUStudio®. После пу","og:image":"https://old.roi4cio.com/fileadmin/content/DeepNLUStudio.png"},"eventUrl":"","translationId":7048,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":492,"title":"Enterprise Service Bus Middleware","alias":"enterprise-service-bus-middleware","description":" An enterprise service bus (ESB) implements a communication system between mutually interacting software applications in a service-oriented architecture (SOA). It represents a software architecture for distributed computing, and is a special variant of the more general client-server model, wherein any application may behave as server or client. ESB promotes agility and flexibility with regard to high-level protocol communication between applications. Its primary use is in enterprise application integration (EAI) of heterogeneous and complex service landscapes.\r\nThe concept of the enterprise service bus is analogous to the bus concept found in computer hardware architecture combined with the modular and concurrent design of high-performance computer operating systems. The motivation for the development of the architecture was to find a standard, structured, and general purpose concept for describing implementation of loosely coupled software components (called services) that are expected to be independently deployed, running, heterogeneous, and disparate within a network. ESB is also a common implementation pattern for service-oriented architecture, including the intrinsically adopted network design of the World Wide Web.\r\nNo global standards exist for enterprise service bus concepts or implementations. Most providers of message-oriented middleware have adopted the enterprise service bus concept as de facto standard for a service-oriented architecture. The implementations of ESB use event-driven and standards-based message-oriented middleware in combination with message queues as technology frameworks. However, some software manufacturers relabel existing middleware and communication solutions as ESB without adopting the crucial aspect of a bus concept.\r\nThe ESB is implemented in software that operates between the business applications, and enables communication among them. Ideally, the ESB should be able to replace all direct contact with the applications on the bus, so that all communication takes place via the ESB. To achieve this objective, the ESB must encapsulate the functionality offered by its component applications in a meaningful way. This typically occurs through the use of an enterprise message model. The message model defines a standard set of messages that the ESB transmits and receives. When the ESB receives a message, it routes the message to the appropriate application. Often, because that application evolved without the same message model, the ESB has to transform the message into a format that the application can interpret. A software adapter fulfills the task of effecting these transformations, analogously to a physical adapter.\r\nESBs rely on accurately constructing the enterprise message model and properly designing the functionality offered by applications. If the message model does not completely encapsulate the application functionality, then other applications that desire that functionality may have to bypass the bus, and invoke the mismatched applications directly. Doing so violates the principles of the ESB model, and negates many of the advantages of using this architecture.\r\nThe beauty of the ESB lies in its platform-agnostic nature and the ability to integrate with anything at any condition. It is important that Application Lifecycle Management vendors truly apply all the ESB capabilities in their integration products while adopting SOA. Therefore, the challenges and opportunities for EAI vendors are to provide an integration solution that is low-cost, easily configurable, intuitive, user-friendly, and open to any tools customers choose.","materialsDescription":" <span style=\"font-weight: bold;\">What is an Enterprise Service Bus (ESB)?</span>\r\nAn Enterprise Service Bus (ESB) is a type of software platform known as middleware, which works behind the scenes to aid application-to-application communication. Think of an ESB as a “bus” that picks up information from one system and delivers it to another.\r\nThe term ESB first appeared in 2002, but the technology continues to evolve, driven by the need for ever-emerging internet applications to communicate and interact with one another.\r\n<span style=\"font-weight: bold;\">Why would I want an ESB?</span>\r\nImagine that there are two systems in an organization that needs to exchange data. The technical teams that represent each system plan and implement a solution that allows these systems to communicate. A year or two later, the organization deploys several more systems that need to interact with each other as well as the existing two systems. How can all teams develop and reach an agreement on the best solution?\r\nIt becomes very complicated to manage and maintain one solution as an organization’s IT systems expand. With just 10 systems, there could be 100 different interfaces and scores of disparate technical requirements.\r\nAn ESB provides a secure, scalable and cost-effective infrastructure that enables real-time data exchange among many systems. Data from one system, known as a service provider, can be put on the enterprise service bus as a message, which is sent immediately to a service consumer of the data. If a new system wants to consume this same data, all it has to do is plug into the bus in the same manner.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Enterprise_Service_Bus_Middleware.png"},{"id":221,"title":"Process Automation Middleware","alias":"process-automation-middleware","description":" At the current level of development, process automation is one of the approaches to process management based on the use of information technology. This approach allows the management of operations, data, information and resources through the use of computers and software that reduce the degree of human participation in the process, or completely eliminate it.\r\nThe main goal of automation is to improve the quality of the process. An automated process has more stable characteristics than a manual process. In many cases, process automation can increase productivity, reduce process execution time, reduce cost, increase accuracy and stability of operations.\r\nTo date, process automation has covered many industries and areas of activity: from manufacturing processes to shopping in stores. Regardless of the size and scope of the organization, almost every company has automated processes. The process approach provides for all processes the same principles of automation.\r\nDespite the fact that process automation can be performed at various levels, the principles of automation for all levels and all types of processes will remain the same. These are general principles that set the conditions for the efficient execution of processes in automatic mode and establish rules for automatic process control.\r\nThe basic principles of process automation are: the principle of consistency, the principle of integration, the principle of independence of execution. These general principles are detailed depending on the level of automation under consideration and specific processes. For example, automation of production processes includes principles such as the principle of specialization, the principle of proportionality, the principle of continuity, etc.","materialsDescription":" <span style=\"font-weight: bold; \">What are the levels of process automation?</span>\r\nProcess automation is needed to support management at all levels of the company hierarchy. In this regard, the levels of automation are determined depending on the level of control at which the automation of processes is performed.\r\nManagement levels are usually divided into operational, tactical and strategic.\r\nIn accordance with these levels, automation levels are also distinguished:\r\n<ul><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Lower level of automation or level of performers.</span></span> At this level, automation of regularly running processes is carried out. Automation of processes is aimed at performing operational tasks (for example, executing a production process), maintaining established parameters (for example, autopilot operation), and maintaining certain operating modes (for example, temperature conditions in a gas boiler).</li><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Production management level or tactical level.</span></span> Automation of processes of this level ensures the distribution of tasks between various processes of the lower level. Examples of such processes are production management processes (production planning, service planning), processes of managing resources, documents, etc.</li><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">Enterprise management level or strategic level.</span></span> Automation of the processes of the enterprise management level provides the solution of analytical and forecast tasks. This level of automation is necessary to support the work of top management of the organization. It is aimed at financial, economic and strategic management.</li></ul>\r\nAutomation of processes at each of these levels is provided through the use of various automation systems (CRM systems, ERP systems, OLAP systems, etc.). All automation systems can be divided into three basic types.\r\nTypes of automation systems include:\r\n<ul><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">immutable systems.</span></span> These are systems in which the sequence of actions is determined by the configuration of the equipment or process conditions and cannot be changed during the process.</li><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">programmable systems.</span></span> These are systems in which the sequence of actions may vary depending on a given program and process configuration. The selection of the necessary sequence of actions is carried out through a set of instructions that can be read and interpreted by the system.</li><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">flexible (self-adjusting) systems.</span></span> These are systems that are able to carry out the selection of necessary actions in the process of work. Changing the configuration of the process (sequence and conditions of operations) is based on information about the process.</li></ul>\r\nThese types of systems can be applied at all levels of process automation individually or as part of a combined system.\r\n<span style=\"font-weight: bold; \">What are the types of automated processes?</span>\r\nIn each sector of the economy, there are enterprises and organizations that produce products or provide services. All these enterprises can be divided into three groups, depending on their “remoteness” in the natural resource processing chain.\r\nThe first group of enterprises is enterprises that extract or produce natural resources. Such enterprises include, for example, agricultural producers, oil and gas companies.\r\nThe second group of enterprises is enterprises that process natural raw materials. They make products from raw materials mined or produced by enterprises of the first group. Such enterprises include, for example, automobile industry enterprises, steel enterprises, electronic industry enterprises, power plants, etc.\r\nThe third group is service enterprises. Such organizations include, for example, banks, educational institutions, medical institutions, restaurants, etc.\r\nFor all enterprises, we can distinguish common groups of processes associated with the production of products or the provision of services.\r\nThese processes include:\r\n<ul><li>business processes;</li><li>design and development processes;</li><li>production processes;</li><li>control and analysis processes.</li></ul>\r\n<span style=\"font-weight: bold;\">What are the benefits of process automation?</span>\r\nProcess automation can significantly improve the quality of management and product quality. With the implementation of the QMS, automation gives a significant effect and enables the organization to significantly improve its work. However, before deciding on process automation, it is necessary to evaluate the benefits of running processes in an automatic mode.\r\nTypically, process automation provides the following benefits:\r\n<ul><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">the speed of completing repetitive tasks increases.</span></span> Due to the automatic mode, the same tasks can be completed faster because automated systems are more accurate in operations and are not prone to a decrease in performance from the time of work.</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">quality of work increases.</span></span> The exclusion of the human factor significantly reduces variations in the execution of the process, which leads to a decrease in the number of errors and, accordingly, increases the stability and quality of the process.</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">increases control accuracy.</span></span> Due to the use of information technology in automated systems, it becomes possible to save and take into account a greater amount of process data than with manual control.</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">parallel tasks.</span></span> Automated systems allow you to perform several actions at the same time without loss of quality and accuracy. This speeds up the process and improves the quality of the results.</li><li><span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">quick decision making in typical situations.</span></span> In automated systems, decisions related to typical situations are made much faster than with manual control. This improves the performance of the process and avoids inconsistencies in subsequent stages.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Process_Automation_Middleware.png"},{"id":164,"title":"Billing","alias":"billing","description":"Billing is a complex set of programs that allows you to calculate the number of services provided, while the calculations are carried out in a variety of units of measurement. Services are charged and as a result, the client receives a ready invoice, which additionally takes into account all promotions and discounts. The billing covers three main functions: settlement operations, provision of information, financial services.\r\nTypes of billing:\r\n<ul><li>Convergent billing is a carrier-class subsystem that provides mutual settlements with the customer of any network and an arbitrary informative application.</li><li>Automatic billing is a broad definition, including a variety of phenomena: from bank statements to making a payment with a plastic card.</li><li>Deferred billing is called billing, in which the calculation is made on the basis of the calls made.</li><li>Using hot billing reduces the delay in debiting funds, i.e. the speed of interaction with the service provider increases.</li><li>Mobile billing (SMS billing) is a method of electronic payment, in which payment for services is made using a telephone.</li></ul>\r\nCurrency calculation unit between the bank and the world payment system is called the billing currency. When the billing currency is different from the currency of the account, automatic conversion of funds occurs at the bank exchange rate.","materialsDescription":" <span style=\"font-weight: bold;\">Billing tasks:</span>\r\nThe main task of the billing is to provide a full account to the subscriber, information about which is available in this billing network. The billing system is responsible for the transfer of funds from the client’s account to the organization’s account for the services provided.\r\nBilling systems allow complete accounting of each consumer’s account.\r\n<ul><li>revenues;</li><li>costs;</li><li>used services;</li><li>personal tariff plans;</li><li>the amount of funds on the balance sheet;</li><li>discounts and promotions;</li><li>other information of an informative plan.</li></ul>\r\nEffective billing is needed to save time for both operators and consumers. With all this, the billing system should be as transparent as possible, that is, the client must know exactly what services he uses and how much he pays for it. The billing system should be as simple and understandable as possible to consumers, but it should take into account all the parameters set by the service.\r\n<span style=\"font-weight: bold;\">Customer billing options:</span>\r\n<ul><li>automated calculation of the cost of services;</li><li>the ability to quickly receive services;</li><li>automatic debiting of funds (monthly fee and/or payment for services);</li><li> instant receipt of bill details;</li><li>the ability to receive timely information about new services, discounts and so on;</li><li>automatic crediting of bonuses and calculation of discounts.</li></ul>\r\nA properly functioning billing system provides an opportunity for employees of an organization using it to quickly receive information about the use of services and automatically invoice consumers. With the help of billing, it becomes easy to serve customers with bills and coupons, get a quick payment for services. The billing also produces an estimate of consumption, based on this information, the organization can draw conclusions about the demand for various types of services. Thanks to billing, providing clients with advertising information about new promotions, services, and tariffs is automated.\r\nMembers of the billing process:\r\n<ul><li>organizations that produce the necessary resources for the billing process - billing providers;</li><li>organizations that are the primary consumer of billing - cellular operators, Internet telephony operators, Internet providers, providers of digital television and so on;</li><li>ordinary users.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Billing1.png"},{"id":188,"title":"EDI - Electronic Data Interchange","alias":"edi-electronic-data-interchange","description":"Electronic Data Interchange (EDI) is the electronic interchange of business information using a standardized format; a process which allows one company to send information to another company electronically rather than with paper. Business entities conducting business electronically are called trading partners.\r\nMany business documents can be exchanged using EDI, but the two most common are purchase orders and invoices. At a minimum, EDI replaces the mail preparation and handling associated with traditional business communication. However, the real power of EDI is that it standardizes the information communicated in business documents, which makes possible a &quot;paperless&quot; exchange.\r\nThe traditional invoice illustrates what this can mean. Most companies create invoices using a computer system, print a paper copy of the invoice and mail it to the customer. Upon receipt, the customer frequently marks up the invoice and enters it into its own computer system. The entire process is nothing more than the transfer of information from the seller's computer to the customer's computer. EDI makes it possible to minimize or even eliminate the manual steps involved in this transfer.","materialsDescription":" <span style=\"font-weight: bold;\">What does Electronic Data Interchange (EDI) mean?</span>\r\nElectronic data interchange (EDI) is the electronic transmission of structured data by agreed message standards from one computer system to another without human intervention. It is a system for exchanging business documents with external entities.\r\nEDI refers to a family of standards and does not specify transmission methods, which are freely agreed upon by the trading partners.\r\nThe wide adoption of EDI in the business world facilitates efficiency and cost reduction. EDI is used in such diverse business-to-business relationships as:\r\n<ul><li>Interchanges between health care providers and insurers</li><li>Travel and hotel bookings</li><li>Education</li><li>Supply chain management</li><li>Administration</li><li>Tax reporting</li></ul>\r\nEDI is a sequence of messages between two trading partners, either of which may serve as the originator or recipient. The messages are transmitted and received without human intervention. Each message is composed according to a standardized syntax from a sequence of standardized data elements. It is this standardization that makes message assembling, disassembling and processing by the computer possible.\r\nEDI is considered to be a technical representation of a business conversation between two entities, either internal or external. The EDI standards were designed to be independent of communication and software technologies. EDI can be transmitted using any methodology agreed to by the sender and recipient. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/EDI__-_Electronic_Data_Interchange.png"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"},{"id":752,"title":"Voice Recognition","alias":"voice-recognition","description":"<span style=\"font-weight: bold;\">Voice</span> or <span style=\"font-weight: bold;\">speaker recognition </span>is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands. Voice recognition has gained prominence and use with the rise of AI and intelligent assistants, such as Amazon's Alexa, Apple's Siri and Microsoft's Cortana.<br />Voice recognition systems enable consumers to interact with technology simply by speaking to it, enabling hands-free requests, reminders and other simple tasks.\r\n<span style=\"font-weight: bold;\">Voice recognition technology on computers</span> requires that analog audio be converted into digital signals, known as analog-to-digital conversion. For a computer to decipher a signal, it must have a digital database, or vocabulary, of words or syllables, as well as a speedy means for comparing this data to signals. The speech patterns are stored on the hard drive and loaded into memory when the program is run. A comparator checks these stored patterns against the output of the A/D converter - an action called pattern recognition.\r\nIn practice, the size of a speech recognition system effective vocabulary is directly related to the random access memory capacity of the computer in which it is installed. A voice recognition program runs many times faster if the entire vocabulary can be loaded into RAM, as compared with searching the hard drive for some of the matches. \r\nWhile <span style=\"font-weight: bold;\">voice recognition technology </span>originated on PCs, it has gained acceptance in both business and consumer spaces <span style=\"font-weight: bold;\">on mobile devices and in home assistant products</span>. The popularity of smartphones opened up the opportunity to add voice recognition technology into consumer pockets, while home devices, like Google Home and Amazon Echo, brought voice recognition technology into living rooms and kitchens. Voice recognition, combined with the growing stable of internet of things sensors, has added a technological layer to many consumer products that previously lacked any smart capabilities.\r\nAs<span style=\"font-weight: bold;\"> uses for voice recognition technology</span> grow and more users interact with it, the companies implementing speak recognition software will have more data and information to feed into the neural networks that power voice recognition systems, thus improving the capabilities and accuracy of the automatic speech recognition products.<br />The uses for voice recognition have grown quickly as AI, machine learning and consumer acceptance have matured. In-home digital assistants from Google to Amazon to Apple have all implemented voice recognition software to interact with users. The way <span style=\"font-weight: bold;\">consumers use voice recognition technology</span> varies depending on the product, but it can include transcribing speech to text converter, setting up reminders, searching the internet, and responding to simple questions and requests, such as playing music or sharing weather or traffic information.\r\nThe government is also looking for ways to use voice recognition technology and voice identification for security purposes. The National Security Agency (the official U.S. cryptologic organization of the United States Intelligence Community under the Department of Defense) has used voice recognition systems dating back to 2004.<br /><br />","materialsDescription":"<h1 class=\"align-center\"> <span style=\"font-weight: normal;\">What is voice recognition?</span></h1>\r\n<p class=\"align-left\">Voice recognition is an alternative to typing on a keyboard. Put simply, you talk to the computer and your words appear on the screen. The software has been developed to provide a fast method of writing on a computer and can help people with a variety of disabilities. It is useful for people with physical disabilities who often find typing difficult, painful or impossible. Voice-recognition software can also help those with spelling difficulties, including users with dyslexia, because recognised words are almost always correctly spelled.</p>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What is voice recognition software?</span></h1>\r\n<p class=\"align-left\">Voice-recognition software programmes work by analysing sounds and converting them to text. Once correctly set up, the systems should recognise around 95% of what is said if you speak clearly. Several programmes are available that provide computer speech recognition. These systems have mostly been designed for Windows operating systems, however programmes are also available for Mac OS X. In addition to third-party software, there are also voice-recognition programmes built in to the operating systems of Windows Vista and Windows 7, 8, 10. Most specialist voice applications include the software, a microphone headset, a manual and a quick reference card. You connect the microphone to the computer, either into the soundcard or via a USB or similar connection.</p>\r\n<header><h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the types of speech recognition?</span></h1></header>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">There are two types of speech recognition.</span> One is called speaker–dependent and the other is speaker–independent. Speaker–dependent software is commonly used for dictation software, while speaker–independent software is more commonly found in telephone applications.<span style=\"font-weight: bold;\"></span></p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Speaker–dependent</span> software works by learning the unique characteristics of a single person's voice, in a way similar to voice recognition. New users must first &quot;train&quot; the voice recognition systems product by speaking to it, so the computer can analyze how the person talks. This often means users have to read a few pages of text to the computer before they can use the voice recogniser.<span style=\"font-weight: bold;\"></span></p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold;\">Speaker–independent</span> software is designed to recognize anyone's voice, so no training is involved. This means it is the only real option for applications such as interactive voice response systems — where businesses can't ask callers to read pages of text before using the system. The downside is that speaker–independent software is generally less accurate than speaker–dependent software.</p>\r\n<p class=\"align-left\">Voice recognition engines that are speaker independent generally deal with this fact by limiting the grammars they use. By using a smaller list of recognized words, the speech engine is more likely to correctly recognize what a speaker said.</p>\r\n<p class=\"align-left\">This makes speaker–independent software ideal for most IVR systems, and any application where a large number of people will be using the same system. Speaker dependent software is used more widely in dictation software, where only one person will use the system and there is a need for a large grammar.</p>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the voice recognition applications?</span></h1>\r\n<p class=\"align-left\">The technology is gaining popularity in many areas and has been successful in the following:</p>\r\n<ul><li><span style=\"font-weight: bold;\">Device control. </span>Just saying &quot;OK Google&quot; to an Android phone fires up a system that is all ears to your voice commands.</li><li><span style=\"font-weight: bold;\">Car Bluetooth systems.</span> Many cars are equipped with a system that connects its radio mechanism to your smartphone through Bluetooth. You can then make and receive calls without touching your smartphone, and can even dial numbers by just saying them.</li><li><span style=\"font-weight: bold;\">Voice to speech transcription.</span> In areas where people have to type a lot, some intelligent software captures their spoken words and transcribe them into text. This is current in the certain word processing software. Voice transcription also works with visual voicemail.</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What is dictation software?</span></h1>\r\n<p class=\"align-left\"></p>\r\nWith the best dictation software, you can compose memos, emails, speeches, and other writing using voice translator speech to text. Some dictation apps also give you the power to control your computer or mobile device with spoken words, too, letting you open apps and navigate the web when you aren't able to or don't want to with your fingers. \r\n<p class=\"align-left\">Dictation apps have a variety of use cases. They're well known among the accessibility community, as not everyone has full and dexterous use of their fingers and hands for typing, moving a mouse, or tapping a touchscreen. They're also quite popular with productivity enthusiasts because once you get comfortable dictating, it's typically faster than typing. Dictating also enables multitasking. You can write while walking, cooking, or even breastfeeding.</p>\r\n<p class=\"align-left\">Some people also find that writing by dictating silences their internal editor. You might be more inclined to get all your thoughts out first and review them later, rather than revising ideas as you form them.</p>\r\n<p class=\"align-left\">In the last few years, dictation software has become more readily available, easier to use, and much less expensive. Also sometimes called voice-to-text apps or voice recognition apps, these tools turn your spoken words into writing on the screen quickly and accurately. </p>\r\n<p class=\"align-left\">Some best voice recognition software are standalone software programs while others are features that come inside other apps or operating systems. Take Google Docs Voice Typing, for example. It's a feature inside Google Docs, rather than a standalone app. You can use it to write in Google Docs as well as edit and format your text.<br /><br /><br /></p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Voice_Recognition.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":459,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Iskratel.jpg","logo":true,"scheme":false,"title":"Iskratel Fixed Mobile Convergence","vendorVerified":0,"rating":"1.40","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"iskratel-fixed-mobile-convergence","companyTitle":"Iskratel","companyTypes":["supplier","vendor"],"companyId":2918,"companyAlias":"iskratel","description":"Operator benefits:\r\n• Seamless mobile and fixed network bridging\r\n• VoLTE- and VoWi-Fiready\r\n• New services on existing devices\r\n• Operator’s dedicated apps for all devices\r\n• Leverage of existing assets\r\n• Support for NGN and IMS\r\n• Reduced regulatorycompliance risks\r\n\r\nIskratel Fixed-Mobile Convergence with Unified Communications Solution (FMC with UC) embraces the services that exist on the market and are branded as “Virtual PBX” or “Mobile VPN”. However, the solution offers new, attractive converged applications and services on multiple devices over any type of access network (2G, 3G, WiFi, LTE, PSTN, and fixed broadband). Moreover, a true value of the solution is enabling new sources of revenue while reducing customer churn, and applicability for Enterprise, SME and consumer market as well.\r\nCONNECTING MOBILE AND SIP\r\nIskratel FMC with UC Solution is the result of close co-operation with service providers, as well as direct co-operation with business customers. Therefore, the solution provides best of both worlds – modern all-IP network convergence, based on SIP protocol, and a set of application with excellent user experience for most demanding business customers and even consumers.\r\nThe essence of the solution is Single identity, which unifies mobile, SIP and fixed terminals, on any type of the network. Converged identity can be presented to the outside world as fixed only, mobile only or the combination of both. Single identity service, based on MDU (Multi-Device User) and FMC functionality, provides handover of active connection (VCC) between all existing types of devices and this significantly improves end-customers’ experience.\r\nFurthermore, FMC with UC solution acts as a Virtual IP PBX (or Mobile VPN), grouping all employees of a particular customer into a virtual private network with access to virtual IP-PBX services.\r\n","shortDescription":"Iskratel Fixed-Mobile Convergence with Unified Communications Solution (FMC with UC) embraces the services that exist on the market and are branded as “Virtual PBX” or “Mobile VPN”.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":15,"sellingCount":13,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Iskratel Fixed Mobile Convergence","keywords":"with, network, solution, devices, services, fixed, identity, Iskratel","description":"Operator benefits:\r\n• Seamless mobile and fixed network bridging\r\n• VoLTE- and VoWi-Fiready\r\n• New services on existing devices\r\n• Operator’s dedicated apps for all devices\r\n• Leverage of existing assets\r\n• Support for NGN and IMS\r\n• Reduced regulatorycomplian","og:title":"Iskratel Fixed Mobile Convergence","og:description":"Operator benefits:\r\n• Seamless mobile and fixed network bridging\r\n• VoLTE- and VoWi-Fiready\r\n• New services on existing devices\r\n• Operator’s dedicated apps for all devices\r\n• Leverage of existing assets\r\n• Support for NGN and IMS\r\n• Reduced regulatorycomplian","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Iskratel.jpg"},"eventUrl":"","translationId":460,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":609,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Avaya_Call_Management_System.png","logo":true,"scheme":false,"title":"Avaya Call Management System (CMS)","vendorVerified":0,"rating":"2.00","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":3,"alias":"avaya-call-management-system-cms","companyTitle":"Avaya","companyTypes":["supplier","vendor"],"companyId":2058,"companyAlias":"avaya","description":"Built on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya CMS delivers real-time monitoring and historical reporting for Avaya Call Center Elite solutions including Elite omnichannel information, custom reporting, task scheduling, exception notification, threshold warning, administration and configuration, and long term ACD data storage.\r\nIncrease the efficiency of your call center\r\nOptimize performance across multiple channels. Improve service levels and increase agent efficiency by monitoring and reporting response times across Avaya Aura® Call Center (CC) Elite systems and non-voice channels. A simple extension to your CC Elite system, Elite Multichannel enables response time reporting and monitoring that can increase agent efficiency for voice, e-mail, fax, web Chat, SMS text or social media customer contact.\r\nManage dynamic call volumes without adding staff. Monitor and analyze everything from wait times and average answer speeds to the percentage by which abandoned call times have decreased in the past year. CMS measures up to 24K trunks, providing administration ease and increases reporting accuracy.\r\nMake a well- informed decision based on real-time CMS data to redirect calls on-the-fly or to redistribute expensive human resources. Increase performance, minimize costs or develop new or improved procedures by leveraging historical data.\r\nEnhance productivity while controlling costs. Realize a quick return on your CMS investment. Easy to deploy, CMS helps maximize the success of marketing and customer service campaigns. Continue benefitting from your investment over time by leveraging historical data to analyze trends and to establish performance benchmarks.","shortDescription":"Avaya Call Management System (CMS) is an integrated analysis and reporting solution that keeps you in touch with virtually everything that’s going on in your contact center from evaluating the performance of a single agent or group of agents to managing a contact center with multiple locations worldwide.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":0,"sellingCount":0,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Avaya Call Management System (CMS)","keywords":"reporting, Avaya, Elite, data, your, performance, historical, times","description":"Built on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya CMS delivers real-time monitoring and historical reporting for Avaya Call Center Elite solutions including Elite omnichannel information, custom reporting, task scheduling","og:title":"Avaya Call Management System (CMS)","og:description":"Built on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya CMS delivers real-time monitoring and historical reporting for Avaya Call Center Elite solutions including Elite omnichannel information, custom reporting, task scheduling","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Avaya_Call_Management_System.png"},"eventUrl":"","translationId":609,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"},{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"<span style=\"font-weight: bold;\">Voice over Internet Protocol </span>(Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP solutions are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding.\r\nInstead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\n\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the benefits of VoIP?</h1>\r\n VoIP technology can facilitate tasks and deliver services that might be cumbersome or costly to implement when using traditional PSTN: \r\n<ul><li>More than one phone call can be transmitted on the same broadband phone line. This way, VoIP system can facilitate the addition of telephone lines to businesses without the need for additional physical lines.</li><li>Features that are usually charged extra by telecommunication companies, such as call forwarding, caller ID or automatic redialing, are simple with voice over internet technology.</li><li>Unified Communications are secured with VoIP technology, as it allows integration with other services available on the internet such as video conversation, messaging, etc. </li></ul>\r\n<h1 class=\"align-center\">VoIP programs </h1>\r\nThere are four main types of VoIP technology. Each option has varying levels of complexity which can impact ease of implementation and maintenance.\r\n <span style=\"font-weight: bold;\">Integrated Access</span>\r\nIntegrated access is the VoIP service that most mimics the traditional phone line. With integrated access VoIP, businesses integrate VoIP software and existing, legacy phone systems. This approach lets the business keep its old number and equipment while also gaining access to advanced telecommunications features. \r\n<span style=\"font-weight: bold;\">SIP Trunks</span>\r\n Session Initial Protocol (SIP) transmits voice and video information across a data network, letting VoIP users take advantage of shared lines and increase their communications flexibility. Because all data is sent over a network, businesses can use SIP trunks to replace traditional analog phone networks or use a VoIP gateway to integrate SIP trunking with legacy phone systems. \r\n<span style=\"font-weight: bold;\">Hosted IP PBX</span>\r\n What most people envision when they think of VoIP, this VoIP solution sees a vendor host and operate the private branch exchange, offering unified communications solutions. The business connects to a hosted cloud-based PBX network via its IP network. Phone system hardware is maintained off-site by the hosted IP PBX vendor, and all responsibility for the hardware, software, maintenance, security and upgrades all falls on the hosted PBX provider. \r\n <span style=\"font-weight: bold;\">Managed IP PBX </span>\r\nSimilar to Hosted IP PBX, this version of the unified communication solution is outsourced to a third party that takes care of all management requirements, but instead of phone hardware being off-site, the equipment is housed on-premise by the business. \r\nUnderstanding these different services of VoIP communication can help a business determine the system that best suits its needs. SIP Trunks, for instance, are more attractive to those who want to install their own technology and manage it themselves, while still connecting to VoIP features.\r\n On the other hand, managed IP PBX is a good option for those who don’t have the resources to buy and operate their own VoIP systems. The Hosted IP PBX solution frees the business to select the VoIP management software that works for them and liberates them from the cost and administrative headache of maintaining both voice and data lines and the related carrier partnerships. ","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/VoIP_-_Voice_over_Internet_Protocol.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":983,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/Microsoft_Skype_for_Business.png","logo":true,"scheme":false,"title":"Microsoft Skype for Business","vendorVerified":0,"rating":"2.00","implementationsCount":6,"suppliersCount":0,"supplierPartnersCount":272,"alias":"microsoft-skype-for-business","companyTitle":"Microsoft","companyTypes":["vendor"],"companyId":163,"companyAlias":"microsoft","description":"Microsoft Skype for Business Basic gives you presence, instant messaging (IM), audio and video calls, online meetings, and sharing capabilities with the latest User Interface.. This is free download. For more information about features available in Skype for Business Basic in comparison to the Skype for Business client, please visit this page: Skype for Business client comparision chart&nbsp; Note: This Skype for Business Basic MSI desktop client provides presence, instant messaging and conferencing features. If you are licensed for Office 365 ProPlus, Office 365 Enterprise E3 or Office 365 Enterprise E4, you are also licensed for the full Skype for Business Windows desktop client, which includes additional features including advanced telephony support, archiving &amp; compliance features. Please download full Skype for Business Windows desktop client from the Office 365 Software portal following the steps in Install Skype for Business on your PC.","shortDescription":"Microsoft Skype for Business gives you instant messaging (IM), audio and video calls, online meetings, availability (presence) information, and sharing capabilities all from one, easy-to-use program.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":5,"sellingCount":5,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Microsoft Skype for Business","keywords":"Business, Skype, client, Office, features, Basic, desktop, Microsoft","description":"Microsoft Skype for Business Basic gives you presence, instant messaging (IM), audio and video calls, online meetings, and sharing capabilities with the latest User Interface.. This is free download. For more information about features available in Skype for B","og:title":"Microsoft Skype for Business","og:description":"Microsoft Skype for Business Basic gives you presence, instant messaging (IM), audio and video calls, online meetings, and sharing capabilities with the latest User Interface.. This is free download. For more information about features available in Skype for B","og:image":"https://old.roi4cio.com/fileadmin/user_upload/Microsoft_Skype_for_Business.png"},"eventUrl":"","translationId":984,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[{"id":56,"title":"Web Conferencing Applications"}],"testingArea":"","categories":[{"id":367,"title":"Web Conferencing Applications","alias":"web-conferencing-applications","description":" Web conferencing is the common name for technology and tools for online meetings and real-time collaboration. Web conferencing allows you to conduct online presentations, collaborate on documents and applications, view websites, videos, images.\r\nWeb conferences, as a rule, are Internet services that require the installation of a client program on each participant’s computer. Some services also provide access to a web conference via a browser using flash, java or a special plug-in.\r\nServices for web conferencing can include features and tools such as screen sharing (screen sharing or individual applications), whiteboard (interactive whiteboard), the ability to show web presentations, co-browsing (the ability to synchronously browse web pages), tools for annotations, monitoring the presence of participants, text chat, integrated VoIP communication, video communication, the ability to change the leader, the ability to give control over the mouse and keyboard, meeting moderation tools, feedback collection tools (on example, polls), tools for scheduling and inviting participants, the ability to record the progress of a web conference.\r\nOften, web conferencing is used with Internet services for audio and video calls (for example, Skype) or they provide conference calling via a regular telephone.","materialsDescription":" What is the first thing that strikes you when we look at businessmen who are trying to establish communication with each other online? All of them require: “Give more opportunities for web conferencing!”. Therefore, it is not at all surprising that the WebRTC technology is gaining the favor of an increasing number of small and medium-sized businesses.\r\nA recent study conducted by Software Advice showed that more than half of employees in small businesses prefer web conferences, noting their efficiency and usability. The advantages are especially noticeable in comparison with communications via telephone or the use of special applications. However, the benefits of web conferencing do not end there - according to the study, they not only increase the speed and quality of online meetings, but also provide a lot of opportunities for collaboration. In addition, and this is obvious, they reduce travel costs.\r\n<span style=\"font-weight: bold;\">Speed ​​and quality come first.</span>\r\nIt is worth noting that now small and medium businesses are almost gone from the use of communication hardware and use desktop computers and mobile devices. Despite the fact that audio and video conferences are still very popular (they are used by 45% and 50% of users, respectively), web conferences are actively replacing them. Judge for yourself - according to statistics, every third user selects them as a means of communication after the first experience of use.\r\nThe main reason for such a rapid growth in popularity is the speed and quality that web conferencing users provide. According to respondents, the main advantage of web conferences is the ability to organize a meeting much faster than before. Now there is no need to spend time on installing special applications like Skype or similar - any communication systems using any third-party programs are a thing of the past. Also worth noting is the ability to connect to the web conference literally in one click.\r\nMore than 40% of the people surveyed showed dissatisfaction with the tedious procedure of entering authorization data, noting the simplicity and convenience of connecting to the WebRTC web conference. All you need is access to the Internet!\r\n<span style=\"font-weight: bold;\">We work in a team</span>\r\nIt is no secret that the use of web conferencing significantly reduces the company's travel expenses. After all, booking tickets, searching for hotels and meeting places can result in a decent amount, which will seriously hurt the company's income. Using web conferences, you get the opportunity to arrange business meetings, even with overseas partners, without leaving your office. But that's not all! Web conferencing offers a range of tools to overcome language barriers. For example, in the field of healthcare, videoconferencing has been used to establish consultations between doctors and patients from completely different countries. With the help of online translators and other special features of web conferences, people can get the necessary help from qualified foreign specialists.\r\nDo not forget that web conferencing is not only a convenient way to hold a video call. You can arrange trainings for your team using file transfer and document display functions, as well as conduct job interviews without wasting time.\r\nIt is interesting to note that small and medium-sized businesses share their product samples with prospective clients using web conferences, turning them into a powerful marketing tool. This brings the business to a fundamentally new level, allowing the company to take a leading position in its industry!","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Web_Conferencing_Applications.png"},{"id":415,"title":"Mobile Enterprise Applications","alias":"mobile-enterprise-applications","description":"The term <span style=\"font-weight: bold; \">enterprise mobile application</span> is used in context of mobile apps created/brought by individual organizations for their workers to carry out functions required to run the organization.\r\nAn enterprise mobile app belonging to an organization is expected to be used by only the workers of that organization. The definition of enterprise mobility apps do not include the mobile apps that an organization create for its customers or consumers of the products or services generated by the organization. \r\nProviders of mobile enterprise application solutions create and develop apps for individual organizations that can buy instead of creating the apps themselves. Reasons for Organizations buying the apps include time and cost savings, technical expertise. Today Enterprise Mobility is playing track role for enterprise transformation.\r\nCompanies are rapidly incorporating mobile applications into their larger IT strategies, allowing them to grow their mobile presence further. Big data, the Internet of Things (IoT), and machine learning are all propelling this growth.\r\nNeed for enterprise mobility applications arose with mobile devices becoming essential in the day to day life and with employees using mobile devices for business purposes. This lead companies to adapt to either Bring Your Own Device (BYOD) or Corporate Owned, Personally Enabled (COPE) approach for Enterprise Mobility. BYOD is making significant progress in the business world, with employees using their own technology at work.\r\nOrganizations having their internal mobile teams develop the apps internally and deploy them. However, some organizations go for enterprise mobile app development company with wide experience in creating Mobile strategies and deploying the apps for Medium to Large Scale Enterprises. These companies provide options for Pre built and custom built turn-key suite of apps. ","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: bold; \">What are corporate mobile apps?</span></h1>\r\nConventionally, corporate mobile applications can be divided into several groups.\r\n<ul><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">The first group</span></span> is applications designed only for work. Their main goal is to reduce company costs, optimize business processes, and, as a result, increase profits. Another option is an application to increase the efficiency of the analytical department, giving its users the opportunity to improve monitoring of the market, competitors, quickly collect and process data on prices, points of sale of goods, etc.</li><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">The second group</span></span> is applications that integrate work and communication. These include corporate social networks, so popular recently. Created in the image and likeness of social networks familiar to everyone, they successfully combine work functionality and allow employees to communicate with each other, create personal pages, workgroups, communities, keep blogs, receive news about the company, share important files, create a common information base and use it at any time. </li><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">The third group</span></span> is applications for monitoring remote employees. Office workers are easy to control: most of the day they are at their workplace, and if necessary, you can organize a system of electronic passes. Remote employees are left to their own devices - it’s very difficult to check whether they arrived at the site on time and reached at all, how many points they visited in a day, and whether they used company materials and equipment to fulfill “left” orders. </li><li><span style=\"font-style: italic; \"><span style=\"font-weight: bold; \">The fourth group</span></span> is Service Desk and Help Desk, designed to automate the processing of client requests while providing technical support to users of IT departments. Most of these systems are online, because it is important for the user to solve the problem as quickly as possible. With their help, you can provide customer support directly from your mobile device. Applications provide an opportunity in the background to access the list of applications, view in detail individual applications, make changes to them, respond and work with comments.</li></ul>\r\n<h1 class=\"align-center\">Top 5 enterprise mobility app features you must know</h1>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Centrally Moderated and Strongly Secured Data Infrastructure.</span> Security must never be at bay when it comes to enterprise mobility apps. In the age of information, data is undoubtedly the most valuable commodity, losing which can result in a massive loss for business enterprises. Data sharing done via enterprise mobility apps or solutions need to be monitored. Construct a centrally moderated and highly secure (multi-level security) infrastructure for enterprise mobility solutions. This approach enhances trust and ensures that critical business data remains safe always.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Automation of Processes.</span> Automation is the main factor behind the adoption of enterprise mobility in the core business processes by the organizations. Businesses aim to streamline their operations with minimal human intervention and cut back on time/cost. The number of device usage in the enterprise domain is increasing year-after-year. The growth showcases the seriousness of organizations to adopt top enterprise mobile apps for enhancing automation and processes for better efficiency. </p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Real-Time Analytics and Connectivity.</span> The integration of enterprise mobility applications in the existing system leverages the technology benefits for seeking better insights into the ongoing processes. Every enterprise app must have cognitive analytical capabilities to succeed. Modern organizations have to manage thousands of procedures, offerings and deal with hundreds of stakeholders at any point in time. In case of such massive data overloads, every enterprise aims to have a real-time data analysis to make better decisions for growth in the future.</p>\r\n<p class=\"align-left\"><span style=\"font-weight: bold; \">Incredible User Experience.&nbsp; </span>An enterprise mobility app must deliver an intuitive user experience. Not only should it focus on making the functionality better, but also on offering the best experience to the users. This step, in turn, will boost app adoption within the enterprise, fulfilling the organization’s aim for automation. The app must contain futuristic features such as in-app notifications, multi-platform support, offline functionality, etc., to offer an incredible user experience. <br /><span style=\"font-weight: bold; \">Event-Driven Approach. </span>Event-driven approach and architecture is the main differentiator, which fuels digital business transformation. This approach mainly revolves around the delivery of solutions that fulfill organizational objectives by offering rapid response to specific events. Moreover, the event-driven approach aims to transform the task flow based on particular circumstances. Businesses would be able to leverage dynamic opportunities to the maximum potential and provide real-time solutions by choosing the event-driven approach for their enterprise mobility applications. </p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Mobile_Enterprise_Applications.jpg"},{"id":82,"title":"Unified Communications","alias":"unified-communications","description":"Unified communications (UC) is a framework for integrating various asynchronous and real-time communication tools. The goal of UC is to enhance business communication, collaboration and productivity. Unified communications do not represent a singular technology; rather, it describes a strategy for integrating interconnected systems of enterprise communication devices and applications that can be used in concert or successively.\r\nSome business communication tools - like Internet Protocol (IP) telephony and video conferencing - facilitate real-time communication, also called synchronous communication. Other enterprise communication tools, like email, facilitate asynchronous communication, which takes place at a person's convenience.\r\nIncreasingly, team collaboration tools have emerged to offer messaging-centric workflows and near-real-time communication. These tools also offer voice and video capabilities, API integrations and, ultimately, expound on instant messaging services by providing better UC features.\r\nThe goal of unified communications is to integrate the software that supports synchronous and asynchronous communication, so the end user has easy access to all tools from whatever device is in use.\r\nA unified communications environment is typically supported by one or more back-end systems, often referred to as UC platforms, that facilitate integration among services, as well as the front-end clients that provide access. For example, a web conferencing system would make use of an audio conferencing system - which, in turn, would be built on an underlying IP telephony platform - and a unified messaging client would allow click-to-talk (CTC), click-to-chat or click-to-video functionality.\r\nUC also supports users moving from one mode of communication to another within the same session. For example, a user may start communicating via email but then decide to escalate the interaction to real-time communication, transitioning the session to a voice call with one click and then to a video conference with another click without any disruption.\r\nUnified communications systems and their components can be deployed on premises, in a public or private cloud, or a combination of all three. Cloud-based unified communications is also called UC as a service (UCaaS). An open source project called WebRTC, for example, enables real-time communications to be embedded into web browsers.\r\nHistorically, single-vendor UC environments have demonstrated the tightest integration and compatibility. Interoperability among vendors remains an ongoing challenge in UC, but it has also been mitigated, in part, by partnerships, common protocols and open APIs.","materialsDescription":" <span style=\"font-weight: bold;\">What technology do unified communications have?</span>\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Contrasting unified messaging</span></span>\r\nUnified communications are sometimes confused with unified messaging, but it is distinct. Unified communications refer to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allow for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Components</span></span>\r\nWith unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that include:\r\n<ul><li>Call control and multimodal communications</li><li>Presence</li><li>Instant messaging</li><li>Unified messaging</li><li>Speech access and personal assistant</li><li>Conferencing (audio, Web and video)</li><li>Collaboration tools</li><li>Mobility</li><li>Business process integration (BPI)</li><li>Software to enable business process integration</li></ul>\r\nPresence — knowing where intended recipients are, and if they are available, in real-time — is a key component of unified communications. Unified communications integrate all systems a user might already use, and helps those systems work together in real-time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call or even a video call.\r\nIn another example, an employee receives a call from a customer who wants answers. Unified communications enable that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.\r\nThe examples in the previous paragraph primarily describe &quot;personal productivity&quot; enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.\r\nWhen used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM &quot;buddy lists&quot;) the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.\r\nThis &quot;business process&quot; approach to integrating UC functionality can result in bottom-line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.\r\n<span style=\"font-weight: bold;\">Related concepts</span>\r\nUnified communications &amp; collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.\r\nUnified communications &amp; collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.\r\nUnified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Unified_Communications.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":["Reduce Costs","Enhance Staff Productivity","Ensure Security and Business Continuity","Improve Customer Service","Support Decision Making","Ensure Compliance","Increase Customer Base","Expand Sales Geography"],"implementations":[{"id":79,"title":"Cisco Unified Communications for Design Bureau","url":"https://old.roi4cio.com/vnedrenija/vnedrenie/cisco-unified-communications-for-design-bureau/"},{"id":907,"title":"Cisco Unified Communications Manager 9.X. for Ukrainian pharmaceutical company","url":"https://old.roi4cio.com/vnedrenija/vnedrenie/cisco-unified-communications-manager-9x-for-ukrainian-pharmaceutical-company/"},{"id":1038,"title":"Cisco Unified Communication Manager 7.1 for the Ukrainian bank \"Prominvestbank\"","url":"https://old.roi4cio.com/vnedrenija/vnedrenie/cisco-unified-communication-manager-71-for-the-ukrainian-bank-prominvestbank/"},{"id":1039,"title":"Cisco Unified Communications Manager for Bank","url":"https://old.roi4cio.com/vnedrenija/vnedrenie/cisco-unified-communications-manager-for-bank/"}],"presenterCodeLng":"","productImplementations":[{"id":79,"title":"Cisco Unified Communications for Design Bureau","description":"Description is not ready yet","alias":"cisco-unified-communications-for-design-bureau","roi":0,"seo":{"title":"Cisco Unified Communications for Design Bureau","keywords":"","description":"Description is not ready yet","og:title":"Cisco Unified Communications for Design Bureau","og:description":"Description is not ready yet"},"deal_info":"","user":{},"supplier":{},"vendors":[{"id":170,"title":"Cisco","logoURL":"https://old.roi4cio.com/uploads/roi/company/Cisco_logo.png","alias":"cisco","address":"","roles":[],"description":"<span lang=\"en\">Cisco Systems is a global manufacturer of network equipment: routers, switches and servers, as well as software for data transmission on the Internet and corporate networks. 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Applications that account for over 10% of revenue are primarily software related to networking and data processing platforms. </span>\r\n\r\n<span lang=\"en\">Applications include collaboration tools (unified communications, Cisco TelePresence video conferencing) as well as AppDynamics and Internet of Things software. The cybersecurity product category generates more than 5% of the company's revenue and includes network security, email security, identity and access, advanced threat protection, and unified exposure management products. In addition, Cisco offers consulting services. </span>\r\n\r\n<span lang=\"en\">Cisco's total revenue in fiscal 2020 was nearly $ 50 billion. 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The company was founded in 2003 and has more than 12 years a reliable IT partner for more than 400 Ukrainian companies.\r\n\r\nSI BIS has a high competence in the promotion of integrated IBM solutions, Cisco and the Microsoft, is a recognized leader in the provision of services and technical support, implementing complex consulting projects and provides a wide range of services to optimize the information and business processes for organizations.\r\n\r\nUsing industry experience and global best practices, deep technological expertise, a balanced portfolio of solutions and predictive model of service and technical support, the company SI BIS helps customers to simplify and rationalize the management of their business.","companyTypes":[],"products":{},"vendoredProductsCount":6,"suppliedProductsCount":203,"supplierImplementations":[],"vendorImplementations":[],"userImplementations":[],"userImplementationsCount":0,"supplierImplementationsCount":42,"vendorImplementationsCount":16,"vendorPartnersCount":9,"supplierPartnersCount":0,"b4r":0,"categories":{},"companyUrl":"http://sibis.com.ua/","countryCodes":[],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"SI BIS","keywords":"solutions, business, technical, services, support, than, more, company","description":"SI BIS Company specializes in implementing complex projects for the creation of modern communications infrastructure, based on the principles of integration of IT and business solutions. 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Today, Cisco dominates the Internet Protocol (IP) -based network equipment segment, and also manufactures cybersecurity, video conferencing systems, and other network equipment and software. In addition, Cisco offers a number of cloud services. Cisco's primary customers are large enterprises and telecommunications service providers, but the company also sells products aimed at small businesses and the public sector. </span>\r\n\r\n<span lang=\"en\">Cisco offers products and services in four categories. The company's infrastructure platforms generate more than half of its revenue. This includes switching devices, routing devices, wireless communications, and data processing solutions. 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In the early 2000s, the bank first entered the list of 1000 largest banks in the world for the first time. In 2003, 2004 and 2006, The Banker (Financial Times) English publication recognized PSC Prominvestbank as the Bank of the year in Ukraine. In 2010, according to the results of top-100 &quot;Business leaders of Ukraine - 10 years of development&quot; - a joint project of Ukrainian Investment Newspaper LLC and Credit-Rating agency - PSC Prominvestbank joined the ranks of the most important financial institutions for the development of the country. In 2014 PSC Prominvestbank was named as the systemic important bank of the country according to NBU classification.\r\nAccording to results of 2016, Prominvestbank received a favorable opinion of the international auditor of RSM Ukraine. In August 2017, Expert-Rating rating agency updated the long-term credit rating of PSC Prominvestbank at the level of uaАА +. 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