Access your Pro+ Content below.
When cloud-based UC makes sense
This article is part of the Network Evolution issue of December 2013 Vol. 4 / No.6
To eliminate too many potential points of failure, Hoffman Southwest Corp. in Mission Viejo, Calif. built a private cloud to route voice calls 24/7 at its dispatch center for Roto-Rooter plumbing and drainage service technicians. Having moved away from public branch exchanges (PBXs) in early 2013, the Roto-Rooter franchisee is now looking at adding on cloud-based UC services. Across the country in Exton, Pa., New Era Tickets runs its call center on software hosted by a specialized cloud-based UC call center provider. Using this business model since 2011, New Era's 75 agents handled half a million calls in the last year to sell tickets for its customers -- more than 40 sports and entertainment organizations. The provider's call-center software tells agents which venue the caller is interested in to make answering the call more personal; it also automatically provides a Web page with information about the event to help with taking the order. Enterprises in the forefront of moving to cloud-based UC are often those whose business ...
Access this PRO+ Content for Free!
Features in this issue
There's plenty of potential in unifying public and private cloud resources, but there are also hybrid cloud challenges that make the IT team question its role.
A number of enterprises are moving beyond premises-based UC hardware, choosing cloud-based UC technology for reasons as varied as their business models.
IPv6, SDN and the cloud seem like separate initiatives, but they are interdependent. SDN and IPv6 will enable cloud agility. The good news is they are also complementary.
Columns in this issue
Engineers need to implement major network change for IPv6, SDN and hybrid cloud. But they're learning they'll have to manage the old and the new at once.
New vendors are pushing network architectures that decouple software from hardware and run on bare metal switches with merchant silicon. Have we reached the x86 era in networking?