Browse communities
Browse communities
Presenting a webinar?

The Role of Unified Search in Unified Communications

Vijay Koduri, Product Marketing Manager, Google
In many contact centers, agents have to transition among multiple systems to access all the information needed to answer customer queries. This process not only is frustrating for agents, but also increases resolution time dramatically. Having access to the right information at the touch of a button can lead to vast efficiencies in call processing, including increased first call resolution and reduced average handling time.
Further, as consumers become accustomed to the simplicity of finding information on the Internet using Google, agents are expecting similar search tools in their call center environments.
Learn why Google's enterprise search solutions are becoming increasingly popular in contact centers, and how they can help your business improve critical metrics such as first call resolution and average handling time.

This presentation will address key topics such as:
.Benefits of search technology in contact centers
.Overview of Google's enterprise search solutions
.Impact to call resolution and average handling time
.ROI of a search implementation in a contact center
Feb 5 2009
49 mins
The Role of Unified Search in Unified Communications
Join us for this summit:
More from this community:

Collaboration and UC

  • Live and recorded (723)
  • Upcoming (33)
  • Date
  • Rating
  • Views
  • Channel
  • Channel profile
  • The Path to Simplicity: Four Steps to Simplifying Cisco UC Provisioning May 21 2015 6:00 pm UTC 45 mins
    Felix Delgado, Product Solution Specialist, Akkadian Labs
    Felix Delgado explores the labyrinth of provisioning users and devices within Cisco’s UC environment.

    While coworkers rely on mobile messaging, teleconferencing and single number reach, hiding in the background is the confusing, and time consuming task of configuring these Unified Communication conveniences. Without software tools to help navigate, one wrong click can lead to problems for the end user’s phone, voicemail or presence.
  • Leveraging SDN and NFV for Next-Gen Mobile Network Infrastructure May 14 2015 6:00 pm UTC 45 mins
    Anshu Agarwal, VP Marketing, ConteXtream
    Network functions virtualization (NFV) and Software-defined networking (SDN) have the potential to revolutionize mobile service provider networks. The transformation of moving the functions out of dedicated appliances and into virtualized applications that can run on generic hardware makes carriers faster and leaner, allowing them to roll out new services more quickly and be more flexible in how they run their networks. Here we will discuss the different mobile use cases that can take benefit of SDN/NFV paradigm. This new programmable network is also future-protected and designed to help support the new demands that come with the Internet of Things (IoT), BYOD, video and more.
  • Deploying and Troubleshooting Wireless Networks for Mobile UC May 14 2015 5:00 pm UTC 45 mins
    Christopher Hinsz, Sr. Product Manager, Fluke Networks,
    As use of UC continues to grow throughout the enterprise environment, the proliferation of mobile and BYOD devices will drive UC onto the wireless network. Deploying a network for UC requires more consideration than simpler data connectivity. This presentation will look at how to design a wireless network for reliable UC use, and what steps to take to troubleshoot issues when things (inevitably) go wrong.
  • Creating a High Adoption Strategy for UCC May 14 2015 4:00 pm UTC 45 mins
    Steve Leaden, President, Leaden Associates, Inc.
    Unified Communications and Collaboration has been here over 8 years, and yet adoption of the technology has been marginal at best. Yet there are best practices for implementing a highly successful UCC adoption strategy.

    Join Independent UC consultant and industry expert Steve Leaden for this lively BrightTalk Webinar and learn:
    - Understanding the market drivers that are driving adoption for UCC today
    - Learn the process for high adoption, from Assessment to Procurement to best Implementation strategies
    - Discover the key elements that drive high adoption UCC rates
    - Identify the discovery process for moving your UCC project forward
    - Identify the ROI factors for getting project approvals and ways of paying for a UCC project from day one
    - Learn about use cases and test bedding as strategic stepping stones in the process
    - Leverage best practices for a successful, high adoption UCC environment
    - From this Webinar you will take away a baseline for how to leverage strategies for delivering a high adoption UCC model for your own organization.
  • A Crash Course in Hosted Voice May 14 2015 3:00 pm UTC 45 mins
    Marcus Schmidt, Director of Product Development, West IP Communications
    Enterprises are moving to hosted voice – if you haven’t made the move yet, chances are you will in the next 5 years. Whether you’re familiar with these services or just starting to learn, join us as we provide a quick overview of the technology, delivery methods and benefits of moving to the cloud.
  • Mobile Business Dominates Next Gen Markets May 13 2015 5:00 pm UTC 45 mins
    Mike Reinhart, Senior Product Marketing Manager, 8x8; David Leach, Business Communications Consultant
    People are mobile. Business is mobile. Advances in communications technologies have made it easier for a mobile workforce to stay connected and productive from anywhere. Attend this session to gain insights you will want to adopt for your business, to ensure your business is capitalizing on the mobile revolution.

    Join the expert team from 8x8, Senior Product Marketing Manager Mike Reinhart and Business Communications Consultant David Leach, as they share market trends, new innovations and customer stories on the following topics:

    •The mobile office
    •Extending your ecosystem
    •Growth flexibility
    •Secure communications
    •Assured performance
    •Advanced analytics
  • Is Your Mobile Strategy Ready? Your Winning Path to Enterprise Mobility. May 13 2015 4:00 pm UTC 45 mins
    Jeffrey Hammond, Forrester Research; Stefanie Lightman, Sitrion
    What is the most effective way for you to achieve an enterprise mobility strategy that works for your organization? In this session you will:

    ·Learn how to identify areas of your business that will benefit the most from mobile apps.

    ·Learn how a true mobile-centric approach can help you avoid usability compromises across different devices.

    ·Recognize when using off-the-shelf apps is and isn’t the right strategy for providing mobile access to your enterprise applications (e.g., SharePoint, SAP, and Salesforce).

    ·Understand the benefits and tradeoffs of using a secure, low-code mobile development platform like an RMAD solution.

    ·Learn how to choose between different mobile technology tools, frameworks, and platforms.
  • Leveraging IoT & Wearables to Revolutionize Service Ethics May 12 2015 6:00 pm UTC 45 mins
    Jeff Wallace, President, Global Kinetics
    Technology can do amazing and complex things, especially in this day and age. But, sometimes modern technology can be applied to solve simple, relatable everyday challenges with fantastic results. Listen in to learn how today's cutting edge IoT & wearables technology can be deployed to drive significant business results including vast improvements in customer service, patient health care, and more. The opportunity is upon us to revolutionize service ethics across many industries in ways unavailable to us before IoT & wearables converged in these simple ways.

    Hear use cases in:
    • Restaurant/Hospitality
    • Healthcare
    • Retail
  • Mobility in the Workplace: Exploring New Ways to Collaborate May 12 2015 4:00 pm UTC 60 mins
    TBA
    Last year, Gartner identified mobile computing as one of the top 10 strategic technology trends for 2015, as mobile devices begin hold a permanent role in day-to-day business operations, whether or not organizations have clearly defined BYOD policies set in place. But how can business and IT decision makers ensure that the mobile takeover actually improves in-office & long-distance collaboration and team productivity instead of becoming a distraction?

    Find out the answer to this question and more in this interactive panel session between some of the industry’s leading thought leaders and innovators. Attend live and join the conversation!
  • Implementing a Unified Communications Service May 12 2015 3:00 pm UTC 45 mins
    John Scarborough, SVP Marketing & Product Management, MegaPath -AND- Todd Carothers, EVP Marketing & Products, CounterPath
    Many organizations are apprehensive when it comes to implementing a brand new unified communications platform, especially when moving from an on-premises system to a cloud-based platform. Contrary to belief, implementing a unified communications platform can be executed both seamlessly and quickly with proper planning, management, and assistance from the unified communications provider.

    In this webinar, you will learn best practices for the selection, implementation, and training processes of your unified communications platform.
  • New Strategies for Disaster Recovery and Business Continuity Apr 30 2015 7:00 pm UTC 45 mins
    Marcus Schmidt, Director of Product Development, West IP Communications
    You can’t afford to lose even 5 minutes of business due to downtime these days. In this webinar, we will discuss several new strategies available in the marketplace to keep your communications platform safe from network outages, natural disasters and even that rogue backhoe operator.
  • Business Continuity = Work From Home? Ha Ha Ha Ha! Apr 28 2015 6:00 pm UTC 45 mins
    Howard Mannella, Managing Principal, Alternative Resiliency Services Corp
    How often have you heard, “We don’t need a Business Continuity Plan because Everyone Can WFH (Work From Home)!” How many times has this oft-quoted bromide been an excuse for lack of proper planning? How many times has this strategy been proven to be inadequate? Who will be the next organization to learn the hard way? Will it be yours?
    In this discussion you will learn:
    · The common myths about working remotely

    · The pitfalls and problems you will encounter

    · Why WFH is an essential but not complete solution

    · Lessons learned from practice – and actual – mass Work From Home events

    · How to strengthen your WFH strategy and mitigate the shortcomings
  • Integrating UC and Customer Service in the Cloud to Improve Response Time Apr 28 2015 3:00 pm UTC 60 mins
    Paula Bernier, TMC; Fabio Ramos, RingCentral; Steven Larsen, Zendesk
    In our always-connected business world today, customers expect instant and seamless communications. Come learn how companies of all sizes can decrease response times, increase agent productivity and improve customer satisfaction while reducing demand for IT support.

    What attendees will learn:
    - Trends in customer care and communications – expectations in our always-on world.
    - Ways to offer consistent customer experiences across an array of communications mediums
    - How to enable high-definition voice and video collaboration to users – even those on mobile devices
    - Exciting new developments in integrated communications and customer
    - Ability to streamline communications in the cloud
    - How Zendesk and RingCentral integrations enhance customer satisfaction
  • Securing Wi-Fi Networks - A System Approach Recorded: Apr 22 2015 48 mins
    Kowshik Bhat, Director of Product Marketing, Xirrus
    Wi-Fi security attacks, hacking, stolen mobile devices – are these keeping you awake at nights? Are you surprised that Wi-Fi networks can be more secure than your wired networks? Wireless LAN has come a long way from the days of its inception with inadequate security.

    Contrary to common belief, security is not a single protocol or an appliance or an encryption. It is a system of different components working together to ensure your Wi-Fi network is secure and your confidential information is protected.

    Join this webinar to learn about

    - Advances in Wi-Fi security
    - Multi-layers approach to holistic protection
    - Controlling user and device access
    - Controlling applications
    -Xirrus security solutions
  • Implementing a Cloud-based Communication System: 3 Key Components Recorded: Apr 22 2015 4 mins
    RingCentral
    Implementing a communication system for a growing business is no easy task. Between the time of design and implementation, a magnitude of factors may arise that require on-the-fly changes to the process. In this short video, hear about “zero-down implementation” that allows for flexibility in deploying a reliable system that is able to support the growing needs of the business. Learn more about:

    - Assembling an experienced team
    - Planning and designing phase
    - Deployment and training
  • Traditional PBX vs Cloud Communications: A Customer Weighs-in Recorded: Apr 15 2015 11 mins
    Paul Clowser, Director of IT
    Coldwell Banker Mid-America Group is a real estate brokerage with approximately 200 agents in central Iowa. Recently the company switched from an expensive Avaya PBX system to a RingCentral cloud communications solution. Director of IT Paul Clowser says, “Agents now have much more control over their needs without having to contact IT.”
  • Five Unique File Sync and Share Deployments Recorded: Apr 15 2015 49 mins
    Trace Ronning - Content Marketing Manager, eFolder
    File sync has become commonplace in business environments, due in large part to the technology’s ease of use. But despite the potential for file sync to address many of today’s common business challenges, most file sync deployments aren’t used beyond basic file sharing.

    In this BrightTALK exclusive webinar, eFolder explores five unique file sync and share deployments and shares how real organizations such as yours are deploying business-grade file sync solutions to dramatically improve employee productivity and transform their businesses.
  • Three Ways to Increase Productivity with Unified Communications - AND DEMO Recorded: Apr 7 2015 28 mins
    Paul Marra, Director of Product Marketing, MegaPath
    Year-over-year, the number of organizations moving from one-off communication tools to a more collaborative approach are growing dramatically. A key driving force behind this shift is the increase in worker mobility. Research shows that within 3 years, 51% of organizations will be doing businesses primarily over mobile devices. Without the presence of a unified communication system, the increase in mobility may not translate into an increase in productivity.

    In this webinar, you will learn three ways to increase productivity with your unified communications platform and see the UC client in action.
  • Easing Your Transition to a Cloud Phone System Recorded: Apr 7 2015 2 mins
    RingCentral
    When organizations are looking at a phone system, they have two paths they can take — upgrading their entire on-premise equipment in each office or evaluate a cloud-based system. Marty Piombo, VP of Partnership Development at RingCentral, discusses what it takes to transition to a phone system in the cloud and the benefits it can provide.
  • The Future of Cloud Phone Systems Recorded: Apr 2 2015 23 mins
    Daniel O’Connell, Research Director, Gartner and Kira Makagon, Executive VP of Innovation, RingCentral
    In the first part of this program, Daniel O’Connell, Research Director at Gartner, will discuss how businesses can transition from an on-premise PBX phone system to the cloud, as well as the advantages of BYOD and mobile enabled phone solutions. In the second part of this program, Kira Makagon, Executive Vice President of Innovation at RingCentral, shares her perspective on the reasons why IT is choosing cloud-based platforms for their phone system, and why cloud communication, along with the ‘bring your own device’ movement, is the future for businesses everywhere.
Providing the tools for increased employee productivity
Unified communications simplifies and integrates all forms of communications within the enterprise. By ‘unifying’ phone, e-mail, chat, voice mail, fax and other key processes related to internal and external communication, you can automate all forms of human and device communications into a common user experience. As a result, organizations will optimize business processes, enhance human communications, reduce latency and manage flows while eliminating device and media dependencies.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: The Role of Unified Search in Unified Communications
  • Live at: Feb 5 2009 6:00 pm
  • Presented by: Vijay Koduri, Product Marketing Manager, Google
  • From:
Your email has been sent.
or close
You must be logged in to email this