If you look carefully, a very powerful trend is emerging. US Government sponsors Open Source technology, UK Government recommends wide spread Open Source adoption.
The European Union has developed a strategy encouraging Open Source technologies . The wind of change is not only apparent within the Public sector, but also private enterprise. If you Google Open Source adoption you will see the absolute confirmation of this latest technology revolution. Massive corporations globally are now switching and trusting Open Source applications to manage their customers, run their customers, run their networks and handle telephony and Contact Centre process.
It is therefore crucial to ensure the same due diligence is applied when selecting an open source application. of course it substantially lowers the price of the the chosen solution but now it also delivers all of the features of comparable products.
How can Open Source technology and in particular Telephony, Contact Centre and CRM applications benefit your business?

This session will take a look at how integrating a range of technologies – including unified communications, service oriented architecture, virtualization and cloud computing – can transform the productivity and profitability of large enterprises.

By combining HP’s Converged Infrastructure Platform with Microsoft Exchange Server 2010, our customers will benefit by receiving the most optimized platform for deploying and managing Exchange. You will hear from us on unique HP platform capabilities that are ideally suited for your messaging platform deployment. We will supplement this by sharing our real-world experiences of large-scale Exchange migrations.

This double bill session is the perfect antidote to the rest of UCExpo. It’s going to tell you why everything you are likely to have heard won’t happen as suggested. Why? Because that is what has happened with everything else announced as the next new wave over the last 30 years.
So in the spirit of leaving the show with a balanced view of the future, come and participate in what two seasoned speakers and facilitators promise will be a lively 60 minutes of opinion, fresh research and debate with plenty of opportunity to air views and soapbox from those that attend.

Mobile VoIP is gaining ground as the preferred mode of communications for long distance calls. With the advent of more 3G networks and smartphone penetration increasing, consumers will switch to using VoIP from their wireless handhelds.

This session will look at the options and choices available to an SME looking for a VoIP Solution, giving you an independent view from Gigaset on the market to date and the future of VoIP for SME’s. Inspiring Conversation.

Building newer and smarter ways of communication that makes a business process fast and more effective is at the heart of Unified Communications. This session will what this means to your employees regardless of their role, work pattern, location or a combination of these. Discover exactly what this means to your business, and how you can build smarter communications and reap the benefits for Customer Contact & Management.

The session will be an interactive and innovative discussion where we will describe the current environment, the challenges and the process that Newport City Homes went through to decide to implement a Unified Communications platform on Microsoft Office Communication Server 2007 R2. Newport City Homes will also be discussing the benefits they have seen from the new platform and how this is supporting their business.

Learn how Aspect is saving over $1 million a year using Microsoft unified communications solutions.
Understand the steps taken to address UC implementation challenges, including a review of legacy technical environments and the business interaction model.

Learn how organisations can bridge the gap between their contact centres and external knowledge workers using multichannel UC capabilities so that EVERY employee can become an integral part of the customer contact operation, so that efficiency, customer service and sales are maximised.

Under this title we shall be exploring the current drivers, market growth and predicted opportunities for channel partners around the hosted voice and applications services proposition from an independant analysts viewpoint. In addition we shall alsobe officially launching our Unified Desktop white label service and delivering a working demonstration of this.

Geoff will run through a practical demo of how Microsoft use Office Communications Server and SharePoint to run their Global Security practice.

Aculab will feature ApplianX, a range of single purpose, 'plug and play' appliances designed to facilitate and support the utilisation of technologies such as VoIP, video, mobile, TDM and fax. ApplianX helps enterprises to reduce operational costs, extend the life of existing, TDM-based equipment, and take advantage of Web and IP-based services, and SIP endpoints. Products include the ApplianX IP Gateway and the ApplianX DPNSS-to-Q.SIG Gateway. AT UC10, Aculab is announcing the ApplianX M...

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Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact center. Applying 35 years of insight and experience, Aspect helps two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications. For more information, visit www.aspect.com.

View Aspect's full profile

BNS Distribution Ltd are the UK's largest distributor for Grandstream Networks Inc. Our European HQ is situated in The Netherlands, with further offices in France, Belgium and the UK. Grandstream Networks is a leading designer and manufacturer of innovative, affordable, and high quality IP voice and video products

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Braxtel Communications have been delivering simple and sophisticated contact centre software through the channel since 1997. The Braxtel philosophy is clear,provide complete support to resellers from Pre sales visits and demonstrations right through to project management and customer support. This will allow partners to grow into new markets and new technologies without the burden of investing time and money up front. Braxtel have thousands of world wide corporate and SMB customers already...

View Braxtel Communications's full profile

Britannic Technologies are a highly innovative, focused and capable ICT partner, helping our clients realise the many benefits that can be achieved through unified communications and the convergence of voice, data and video technologies. Our award winning integration, market leading technical capabilities and clear vision for the future enables us to deliver significant value complimented with a real passion for long term partnerships and service excellence established over our 25 years o...

View Britannic Technologies Ltd's full profile

From enterprise data centers to the service provider core, Brocade® (NASDAQ: BRCD) develops extraordinary networking solutions that connect the world’s most important information in mission-critical environments. As a result, Brocade end-to-end networking solutions enable today’s complex, data-intensive businesses to run in the most efficient manner possible. Brocade pioneered and continues to lead the Storage Area Network (SAN) market, providing the industry’s most reliable, energy-effici...

View Brocade Communications UK Ltd.'s full profile

Dialogic offers gateways that connect IP networks to PBXs and the PSTN in carrier and enterprise markets. Dialogic® products have been tested for interoperability, are easy to install and manage, and have been deployed in a many environments such as UC, FoIP Servers, IP-PBX PSTN access and SIP Trunking.

View Dialogic (UK) Ltd's full profile

Emertec distributes the award-winning Asterisk-based range telephony products from Xorcom; patent-pending ViBE software which allows you increase the density of VoIP calls and improve QoS on your network and a range of excellent value VoIP phones and routers, some unique to UK.

View Emertec Limited's full profile

As Europe’s Premier Solutions Partner for Digium Asterisk, Foehn is the leading provider of custom-built PBX and UC solutions based on Asterisk and also offers consultancy and system support for Asterisk-based systems. Foehn was awarded its partner status by Digium, because of the company’s demonstrated ability to design and deploy successful large-scale communication solutions based on Asterisk – the world’s most popular telephony toolkit. Foehn has notable Asterisk references in call ce...

View Foehn - The Asterisk Experts's full profile

G3 is an Avaya Platinum Partner specialising in designing, implementing and maintaining IP Telephony and Unified Communications solutions for businesses accross the globe. Our implementations enable companies to: • reduce operating costs • improve customer retention • increase productivity We're demonstrating all of the Avaya UC applications here at UC Expo.

View G3 Telecommunications PLC's full profile

InTechnology, the UK's largest hosted IP Telephony provider, has joined forces with POSTcti, the UK's number one Microsoft OCS specialist to deliver a fully managed hosted Unified Communications solution, improving productivity and reducing the cost of modern business communications.

View InTechnology's full profile

Deliberately Innovative IP Communications for Business. Interactive Intelligence, Inc.® (Nasdaq: ININ) is a global provider of business communications software and services for the contact centre, enterprise IP telephony and business process automation. The company was founded in 1994 and today employs more than 600 professionals along with a growing Partner network to serve 3,000 customer organisations worldwide. Interactive Intelligence maintains its World Headquarters in Indianapolis, I...

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GN Netcom, led by the Jabra brand, is one of the world’s leading providers of hands-free communications solutions, with 140 years of telecommunications experience. With over 1,000 employees and offices around the world GN Netcom develops, manufactures and markets a broad range of wireless and corded headsets for contact centre and office-based users and Bluetooth® headsets for mobile users. Jabra's award-winning headset range combines the best technology and design to give you innovative...

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Midland Communications, is a nationwide communications company with a proven track record helping business get the most from communications technology. Stand 503, just inside the entrance, is a must visit stand if you have a real need for communication technology that is truly unified voice, video and desktop. If you need a partner for your technology that delivers, MPLS, Leased Lines, Ethernet Circuits, VoIP, Hosted Telephony, Cloud Telephony, OCS, Ultra Thin Client, IP Videoconferenci...

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NEC Unified Solutions (NEC) is a systems integrator specialising in the deployment of unified communication solutions which combine the best in voice, data, mobile, video and IT communications. NEC designs solutions that combine a range of leading technologies from both the NEC stable and other credible and recognized industry vendors. These solutions consist of infrastructure and application components, wrapped with value added services to deliver a range of IT and communication solutions...

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As a leading player in the development and delivery of unified next generation solutions, we’re proud to have invested over £200 million creating the UK’s largest and most connected Next Generation Network, making voice and data convergence a reality. We work with over 200,000 UK businesses, 350 wholesale partners and have more than 15 years experience. We are also delighted to have recently been awarded the coverted ‘Network Operator of the Year 2009’ and our recent acquisition of Tiscali fu...

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Since 1992, RADVISION (NASDAQ: RVSN ) is the industry’s leading provider of products and technologies for unified visual communications over IP and 3G networks. RADVISION offers the broadest and most complete set of standards-based video networking infrastructure and developer toolkits on the market today. These products enable customers and partners to deploy unified communication networks and services, and develop video network equipment and device solutions faster and more reliably than ev...

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Sangoma is the premium provider of voice and data connectivity components for software-based communication applications. Sangoma's data cards, voice cards, gateways and connectivity software are used in leading PBX, IVR, contact center and data-communication applications worldwide – providing a comprehensive toolset for deploying cost-effective, powerful, and flexible software communication applications. Sangoma works with Open Source Telephony: Asterisk®, callweaver, FreeSWITCH, Yate. Emp...

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Scalable Communications (formerly known as Scalable Networks) is a leading independent provider of secure convergence solutions. We apply a consultative approach to improving business communications through the adoption of converged and collaborative solutions that embrace best-of-class IP infrastructure, IP security and IP telephony technologies and services. From flexible working to disaster recovery, contact centres to collaboration, wired and wireless unified infrastructures, to manage...

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VanillaIP/Qudo is a hosted VoIP telephone system and application suite delivered over fixed data circuits, bypassing the customer need for on-site system ownership. This combines a compelling economic model, enterprise feature sets for businesses of any size without any of the support and management costs associated with owning technology assets. Qudo is our end user facing division. VanillaIP is a white label Reseller Program providing channel partners a market leading VoIP proposition...

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Foehn Brings Average Call Time Down By 10 seconds

UQConsult.pdf 2.53 MB

To maintain the high service levels that contributed to Eastlands Homes recognition by the Audit Commission in naming them among the Top Ten Housing Associations in the country, it is essential that key communication systems, for customers and between staff, are efficient and continuous.

Three of their 4 sites will run as customer contact centres, handling a large volume of enquiries on a daily basis. The first priority being to ensure calls are answered quickly and transferred to the right person with minimum delay. First the system has to be smart enough to recognise which of the 3 contact centre sites are most able to answer the incoming call at any given time. Then, full Presence and Availability across the 4 sites must be employed.

Eastlands.pdf 220.71 kB

Councils face constant pressure to better
serve their citizens within tight budget
constraints. In difficult times, when demands for
services are up but budgets are down, this can
be a tough-balancing act.

1092_5696-SeriesX_3_Ashford_WMCH_FINAL_LR.pdf 3.79 MB

The Challenge - Handling over 6 million customer calls a year, Getronics wanted to increase the resilience of its UK service desks and add value to its IT workspace management.
The Solution - Opal’s call routing platform, Contact Manager, allows Getronics to handle any situation from normal operations through to full disaster recovery.
The Benefits - Getronics can now deal with any unforeseen situation and still place its customers’ calls with service agents. Strengthening its service desk operation has allowed the company’s proposition to remain well ahead of the competition.

Getronics Case Study.pdf 237.98 kB

Malvern Hills District Council is responsible for delivering a variety of services, from issuing planning permission and housing benefit payments, to council tax collection and environmental services for residents in Worcestershire.

Despite being a small district council, it still needs to deliver the same levels of service to residents as larger councils that benefit from economies of scale. It is crucial that staff work with optimal efficiency to meet the fierce challenges of delivering a vast number of services with a limited budget.

Malvern Hills Council was operating an aging telephony system that was not supporting the organization adequately. It needed a phone system that it could depend on which offered a reliable means for people to contact the council. Instead of simply replacing it with a traditional phone system, the council chose to move forward with an IP unified communications platform, integrating with OCS and with desktop virtualisation.

The council also wanted to implement a system that would support more collaborative working across the council, from those in the contact centre, to those on the road, to desk-based employees and home workers.

UC10 MHDC.pdf 552.07 kB

The Challenge - Micheldever Tyres is undergoing a period of rapid expansion acquiring, on average, more than one new retail fitting facility per month. To support its growing size, it wanted a modern communications system capable of carrying converged voice and data with a
sophisticated telephone system to ensure it never misses a sales call.
The Solution - Their telephone system needed to channel calls through local numbers to people across all 42 local sites, acting as a single telephone system. This was coupled with inter-site call overflow and high-level functionality, usually only available to larger telephone systems.
The Benefits - During initial stages, lost calls were reduced by 10% translating into improved sales figures.

Micheldever Case Study.pdf 273.64 kB

CIOs have to support business strategy, while at the same time, they’re under
pressure to cut costs and gain efficiencies. The reality is, IT departments spend too
much time on administration and not enough on innovation. In most organizations,
up to 70 percent of time and costs are spent “keeping the lights on.”

1092_5671-SeriesX_3_VirtualMCD_PO_FINAL_LR.pdf 2.27 MB

Until now, voice telephony and virtualization might have been on different planets,
so far apart were they. In the data center, voice technology was in a closet of its own,
and managed with a separate set of hardware, processes, staff, and technologies.
Now, this is changing. With the combined power of virtualization and unified
communications, mission-critical voice applications are joining enterprise business
applications in the mainstream data center.

1092_5704-Series+X+Virtu_finalLR.pdf 1.26 MB

Westcon Group required a way of ensuring reseller/partners were being routed quickly to the correct person within their customer support division. They wanted a to differentiate between technical and commercial calls and also between the many product groups that the callers would need to talk to.
They decided on the Braxtel Fluency IVR with powerful speech recognition . Callers simply speak the name of the suppoort group or person required and are immedialtely routed to that destination.

Customer Technical Support Center Case Study Final Version.pdf 322.62 kB

Xorcom has developed a revolutionary concept in telephony interfaces for Asterisk systems which we call Astribank XPP Technology. Using USB 2.0 ports to connect to any Asterisk server, Astribank eliminates the requirement for a PCI (E1/T1) card, and even for PCI slots. This is shows how the technology compares to channel banks, for information concerning Astribanks v. PCI cards and IP Gateways, refer to our website, http://www.emertec.co.uk

astribank-vs-channel-banks.pdf 321.97 kB

Contact Q is the most powerful Open Source Contact Centre available today. It combines powerful enterprise fuctionality with the low cost implementation associated with true Open Source technology.

Indeed Contact Q can be downloaded free of charge from the braxtel website

Braxtel ContactQ V1 0 Data Sheet (2).pdf 380.53 kB

A tale of two technologies
Chief Information Officers (CIOs) and other IT managers straddle two worlds – not because
they want to, but because they have to.
First, there is the world of the data center. Its servers and other hardware components, and
the business applications that run on them, are the backbone of the organization. They turn
the reams of data that companies generate and collect into the information they need to
understand and operate the business.
Then, there is the world of telephony. Here, voice applications ensure that the people whose
performance determines how well the organization does, how effectively it competes, and
whether it succeeds or fails, communicate with one another in myriad ways to ensure that
information is understood and acted on. Even in today’s high-tech world, voice
communication is the beating heart of the business.

1092_5724-SeriesX_3_Virtualization_Whitepaper_FINAL_LR.pdf 4.23 MB

Automatic Call Distribution delivers a powerful solution for all Customer Contact Management with two guiding principles, enhanced Productivity and complete business accountability.

1] Enhanced Productivity- To ensure more customers are professionally dealt with by the best qualified people within the organization, maximizing staff talk times during an average day and automating much of the business process allowing personnel to focus on more productive tasks

2] Complete accountability- No other software within a company department provides such complete Management information in both a Live and Historical manor to allow companies to make informed decisions on the Service levels they are aiming to deliver and the staff head count required in achieving this goal.

Once deployed most organizations tend to utilize the ACD/Contact Center to build a cohesive strategy for growth, maintaining customer loyalty and increasing revenues

ACD.pdf 380.50 kB

Dialers are designed to deliver huge increases in productivity and accuracy when targeting customers or prospects. They are designed to Utilize data held or secured by an organization and then automate much of the process that proves to be time consuming or non productive.

Now fully governed by compliance and legislation to ensure Abandoned calls and silent calls are kept within stated guidelines, dialers can increase staff/customer talk times from an average of 21 minutes in the hour to 46/47 minutes, which result in massive productivity gains and increased profitability.

DIALER.pdf 337.98 kB

Utilizing both Speech recognition and touch-tone telephony to interact with a business process or customer database. IVR technology does not require you to dedicated human resource to deliver customer service that can be replicated and is the perfect supplement for your own customer interfacing staff.

For example, banks and credit card companies use IVR systems so their customers can receive up-to date account information, Pay bills or alter account details instantly and easily without having to speak directly to a member of the Banks staff.

IVR technology is also used to gather information, as in the case of telephone surveys in which the user is prompted to answer questions by talking directly to the IVR or pushing the numbers on a touch-tone telephone. A common example of this is Television companies providing voting lines for Shows such as Pop Idol or Big Brother.

IVR is often used in conjunction with contact centers as it can use customer information held in a database to decide on where a customer should be routed. For instance, a customer calling a sales order line who has arrears on their account could be automatically routed to the collections department.

IVR implementations can enable organizations to do more with less staff providing a rapid return on investment.

IVR.pdf 300.06 kB

Do you need to Record telephone calls? If you are governed by Financial services legislation than legally yes! But if you wish to drive staff improvement and customer accountability than Recording all transactions and using this information to improve your business strategy is a massive benefit.

The following compliance statements apply when handling financial transactions:

1] All calls must be recorded

2] Calls must be stored and archived for a minimum of 6 months or the length of the contract between you and your customer

3] Best practice must be adopted when Quality monitoring calls and endeavors demonstrated to improve staff performance

RECORD.pdf 301.71 kB

Foehn offers robust and reliable VOIP systems based on Asterisk and can boast many successful deployments that we continue to support today.

With user friendly, simple interfaces it is a suitable choice for small and large sized enterprises alike and is often the preferred option for multi-site organisations and call centres where a higher degree of customisation and flexibility is ideally required.

Why Go For A Foehn Asterisk-Based VOIP System?
1. It is based on the powerful, open source platform Asterisk.
2. It will scale easily to suit your business needs.
3. It has the flexibility to do what you want it do.
4. You get a system that is great value for money.
5. You have the freedom of choice on hardware and architecture.
6. It's feature-rich and benefits from constant innovation.
7. Simple and Intuitive User Interfaces.

AsteriskSystemsFromFoehn.pdf 187.97 kB

Designed to effortlessly scale from large SMEs to global businesses, Proteus Enterprise offers managers, who are focused on gaining the optimum efficiency and cost effectiveness from their telecoms systems, all the information they need. In addition the system delivers a comprehensive business tool to combat the increasing risk of fraud and internal abuse.

Proteus Enterprise achieves this by monitoring network efficiency and bandwidth utilisation, helping to manage employee productivity and detect and discourage employee misuse of telecoms systems.

Proteus Enterprise is capable of collecting call data in real-time or in a scheduled manner from multiple countries and costing calls using multiple carriers and currencies.

Interfaces with all traditional (PBX) and VoIP switches and has true IP connectivity

Utilises a sophisticated web browser dashboard-style interface with user-defined security levels, allowing access from any point on the company’s Intranet

Includes more than 60 standard report templates and a powerful filtering system

Enables auto-scheduling and e-mail delivery of reports

Real-time monitor for instant access to call information

Allocates and reports on costs and usage throughout the organisation

Measures call traffic for optimum provision of network capacity

Monitors calls against user defined criteria to identify abnormal use or abuse of telecom network facilities

Integrates with other Lightweight Directory Access Protocol (LDAP) compliant databases

Proteus Office 6.JPG 327.95 kB

For IP and converged telephony solutions, Aculab's Prosody product range provides feature rich,hardware- and software-based media processing, call control signalling and PSTN connectivity. The portfolio has been specifically designed to enhance a range of communications platforms and solutions.

media_processing_datasheet_issue5.pdf 169.45 kB

Our Proof of Concept gives you all the
advantages of enterprise-class technology at
an affordable starting price of just £5,000.
There’s absolutely no hassle and no risk
either. If you don’t want to go to full
deployment, just return the appliance and
we’ll refund the cost.

Proof of Concept - UC Appliance.pdf 160.65 kB

SmartRecord IP is a carrier-class, VoIP call recording solution. It eliminates the need for premise-based recording equipment, lowering total cost of ownership significantly. Its unique patent-pending voice recording technology overcomes the complexity of network integration experienced with packet-sniffing recorders. Its white-labeled and multi-tenant architecture make SmartRecord IP the ideal choice for hosted VoIP providers.

Businesses, call centers, enterprises and the public sector all face increasing requirements for call recording to meet regulatory, quality management and legal demands.

SmartRecord IP uses a unique approach to capture telephone conversations. The technology helps eliminate costly network changes or the deployment of multiple premised-based recorders by acting as a central recording device within the network.

SmartRecord IP VoIP Call Recording offers a variety of benefits to both the service provider and their customers including Low Total Cost of Ownership, High Recurring Revenue Product and Low Impact Installation.

CTI Group SmartRecord GO.jpg 4.03 MB