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Tech Quarterly (TQ) Archived Webinar

                                            On -Demand Tech Quarterly Webinar Sessions
 

If you would like additional information about any of the solutions presented below, contact your NACR Representative or, if you do not have a representative, send an email to Cathy Burns cburns@nacr.com with your contact information and the solution you are interested in and she will have someone get in touch with you promptly.

To download the audio version of the webinar in MP3 format, either double-click the download button or right click on your mouse to download to your PC. The file is very large so please allow enough time for the action to complete. (up to 2 minute)

Integrating Social Media into the Contact Center 8-16-10

Join us to learn what NACR, with support from our partners, Avaya, Presence and 2Cimple,  can do for your Contact Center. Discover how you can leverage existing investments such as: CMS, IQ, Voice Portal, Workforce Optimization as well as Avaya's Emerging Next Gen Context Center (NGCC) to quickly gain an advantage over your competition in the Social Media arena.

       

SIP .. And the World According to it.  8-12-10
There has been a lot of industry buzz about Voice over IP (VoIP) in recent years and the way it can transform your business communications architecture into an intelligent communications system using a simple but powerful protocol, called SIP. Review this webinar to learn where the savings are and how to get them. Discover where is the risk and how to evaluate it. And review the options for legacy systems and the path going forward.

       
NACR's Carrier Services - 7-29-10
Listen to this replay to hear Alyse Brady discuss NACR's Carrier Service offer. Discussion will include details on what is included and how this service can identify and reduce costs as much as 30%.

Advocating Innovation with Business Advocate  7-15-10
Avaya has been releasing pieces of its biggest competitive differentiator, Business Advocate, over multiple releases and has finally made it an entitlement! Join us to learn what Business Advocate can do for your Contact Center as well as discover the latest innovations introduced for all Avaya's Contact Center solutions, CMS, IQ, Voice Portal, Proactive Contact, Contact Center Express and Avaya's new Workforce Optimization Offer.
   
       
Patient Care Solutions from Avaya and NACR 6-17-10
Driving down business costs while improving patient care is the primary goal of healthcare providers. Learn how NACR and Avaya can help you accomplish that by optimizing clinical processes through real-time information delivery and communication enablement. Download a copy of the Avaya Case Study - "Enabling Effective Nurse Communications" that is referenced in this webinar.

Orchestrating the Datacenter 5-20-10
Increasing demands placed on the enterprise data centers has led to the virtualization of servers and requirements for ever-increasing bandwidth to support the exponential growth in the number of devices supported, the number of servers deployed and storage requirements. Listen to this webinar to explore how trends in converged networks facilitate the cloud computing and centralized data center models.



   

Avaya One-X Mobile Expands Delivery of UC - 4-15-10
Listen to this webinar to learn about the Avaya one-X Mobile solution. As part of the Avaya Unified Communication (UC) all inclusive bundle, this solution allows businesses and employs to extend UC, thus increasing the value of existing investments in their communication infrastructure. View a demo that includes 24X7 corporate call logs, corporate directory searches and VIP call screening.

 

 

First Contact Resolution (FCR) Strategies 3-18-10
According to The Yankee Group, "First Contact Resolution is the foremost KPI in evaluating a contact center's overall operating performance."  Join us to hear about existing technologies as well as emerging real time solutions that can greatly improve FCR. New ways to measure FCR success will also be covered.


 

Avaya/Nortel Roadmap Reveal and NACR Support Services  2-25-10
Hear the latest information from Avaya on their plan to support Nortel products going forward and how the two portfolio's will be merged and managed. Building on that, learn how NACR/Empire Technologies is currently supporting  and maintaining Nortel networks as well as an update on the steps we have taken to become certified to provide the level of support our customers need.

   

IP Office - Powerful Communication Solution for Small Business  1-21-10
Learn about Avaya IP Office and how it can provide an all-in-one solution for your communication needs. Discover how teleworker, road warrior, receptionist and more can find efficiencies and increased productivity with IP Office. Customer examples are used to show real world applications and to highlight the benefits.

 

Intelligent Communication Solutions in Healthcare - Part II Amcom Software - 11-12-09
This is the second in our two-part series on healthcare solutions. Hear Zane Lewis and  Bret Boehly discuss the integration of communication technologies with cell phones, pocket PC's and in-hospital wireless devices. Their presentation will cover Nurse call integration, and alarm integration from Point-of-Care to communication device. The information shared will help you understand how these solutions ensure appropriate notification, escalation and response. Bottom line, all these innovations improve patient care, increase workforce efficiencies and reduce costs.

 

Intelligent Communication Solutions in Healthcare - Part I Avaya  11-05-09
This is the first in a two part series on solutions for Healthcare. Listen to this replay to hear an overview of top business drivers and key communication services in healthcare. Avaya provides healthcare organizations a wide array of applications including automated response, and proactive contact management including patient scheduling, automated pharmacy service and medication reminder. Additional topics include telehealth and expanded services provided by unified communications and tele-presence.

SIP Trunking Basics - 10-29-09   
Session Initiation Protocol (SIP) is an open signaling protocol standard developed in cooperation with many industry leaders for establishing, managing and terminating real-time communications over large IP-based networks, such as the internet. Listen to this replay and learn about the basics of SIP Trunking, the advantages over traditional ones, and how to connect to your SIP Service Provider. Best Practices for SIP Trunking are also covered.

Centralized Voicemail with Avaya Modular Messaging 10-15-09
Like most enterprises today, yours is constantly looking for ways to improve business by enabling employees to work faster and making better decisions while lowering operating costs. Avaya Modular Messaging delivers major advancements to help meet these goals, with unique and powerful unified messaging capabilities that deliver tangible results. Tune in to hear an in-depth discussion on this topic using network diagrams to explain ways to leverage QSIG and Session Initiation Protocol (SIP) Integration for Modular Messaging.


ConvergeOne Vision Monitoring Service 9-10-09
NACR has recently announced a comprehensive 24x7 monitoring and support service for multi-vendor converged IP networks called ConvergeOne Vision.  View the replay to learn more about this proactive network management capability tht provides a complete real-time view of network voice, video and data - monitoring key network performance metrics and identifying potential issues before they impact users.

Trends in Public Safety for Government and the Private Sector 8-6-09
View this replay to learn about solutions for existing and evolving emergency notification technologies from E-9-1-1 to NG 9-1-1. The focus will be both from an enterprise as well as from the federal, state and local government perspective.



Overcoming Challenges in Managing Cisco and Multi-Vendor Wireless Networks 7-16-09
Many Cisco wireless networks are in transition from autonomous APs to a "thin AP" environment, each stage has its idiosyncrasies. At the same time, WLAN managers face many additional challenges in implementing a common enterprise-wide solution. Review this replay to learn how AirWave Wireless solutions can address some of these concerns.




High Touch Solutions for Improving Customer Service and Business Efficiency - 6-18-09
Contact Centers are one of the few industries that continue to grow during a down economy. A recent survey of industry leaders conducted by TMCNeT.com indicates they expect between 20 to 30 percent growth annually for the present and foreseeable future". Listen to this webinar to understand how to determine the right solution for your business, how important federal  and state legislation can result in significant penalties for non-compliance and how companies approach their customers to maintain a positive, branded experience.

What is Avaya Aura^TM?  6-4-09
At the VoiceCon conference in March, Avaya announced a new era in business communcations. While it is clearly exciting, it might not be clear where it fits in your business.  The Avaya Aura is the next-generation Unified Communications solution. It eliminates the complexity and cost of integrating and managing devices, systems, applications and infrastructure from many vendors. Learn what this can mean to your business. Highlights include specific applications, the use of standards based SIP and how the new Avaya Aura Session Manager allows for centralized applications and management in a multi-vendor environment. To view a list of questions that were raised during the webinar and the responses, click here>. 

Improving Performance Management and Centralized Administration 5-14-09
During this webinar Tom  Glau will demonstrate a tool that can document vectors across your entire contact center Enterprise. This service will provide you with Visio diagrams of your routing paths. This can be used to identify potential flaws (i.e. route to VDNs or play announcements that no longer exist), avoid confusion and ensure that your customers do not get caught in an infinite loop. Hear Arik Shtilman, from ITNavigator, introduce a tool to help address your enterprise wide performance management and administration requirements.  While the move towards flatten, consolidate and extend (FCE) single switch designs centralize and reduce switch administration it does not address the many adjunct applications that surround your business and contact center (i.e. CMS, Modular Messaging, AES, Contact Center Express, etc.). This tool can help.

Securing Wireless Networks - 4-23-09
This webinar will address security concerns in a wireless network. Our presenter, Bob Liston will explore the methods, standards and best practices that will allow secure WiFi access to converged network. A summary of partners and there wireless solutions will also be discussed.

Uncovering Vulnerabilities in Network Security - VoIP - 4-16-09
During this webinar, Tom Roel discusses the current state of security vulnerabilities that exist within the convergence construct. He will cover the best practices that should be employed to mitigate the risk when converging both voice and data on your internal network as well as connecting to a Service Provider.

Speech Analytics Panel With CallCopy, Nice and Verint 3-19-09
Listen to the replay of this webinar event to hear representatives from CallCopy, Nice and Verint respond to questions on a variety of topics including differentiators, direction of technology, insight on market and industry trends and Return on Investment (ROI) specific to their solution. 

 

Speech Analytics - Recession Resistant Solution 3-12-09
View this webinar and hear Barb Courneya, NACR Director of Contact Center Technology, talk about industry trends, explain the benefits of this solution to your business and discuss ways to use "voice of the customer" analytics to increase customer satisfaction. An overview of partner solutions is also included. 

Effectively Managing VoIP Deployments - 2-19-09
Hear one of the NACR Convergence Engineers, Bob Liston, present information that can help you improve the efficiency and success of your VoIP deployments. Some of the tools discussed are enhancements included in Avaya CM 5.0. Topics include the role of VoIP Monitor Manager, a detailed look at the Software Update Manager and Fault and Performance Manager. Use the information presented to improve your network deployments. 

Avaya Unified Communications - All Inclusive  1-15-09
Listen to the replay and learn from our presenter, Mark Whitacre, NACR Director of Unified Communications, how you can deploy the specific mobility and desktop communication applications when and where they are needed to increase employee's effectiveness and productivity. This includes shifting between communication modes and applications.