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The ripple effects from the migration to IP Telephony and converged networks are being felt across the enterprise, and promise major gains in the contact center. As a reality check, we've invited contact center executives who've actually implemented IP-based systems to share their experiences what worked, what didn't and why.


Fred Knight

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Based on our latest survey findings, IP convergence is a reality, and we see an accelerated pace of ...
BRYAN VAN DUSSEN After seeing the benefits that IP telephony can bring, companies are increasingly adopting IP-based ...
LAURENT PHILONENKO I like to open for a band as it brings on sort of a challenge and it makes things more interesting. ...
KELLY JONES Based on our latest survey findings, IP convergence is a reality, and we see an accelerated pace of ...
BRYAN VAN DUSSEN After seeing the benefits that IP telephony can bring, companies are increasingly adopting IP-based ...
LAURENT PHILONENKO Interoperability is one of the biggest challenges facing businesses and government agencies today as...
ERIC SHEPCARO The ability to infuse contact centers with a new depth of customer knowledge that makes each interac...
MALCOLM COLLINS Many businesses are delaying rolling out high productivity technologies, such as wireless local area...
LAWRENCE ORANS Although pure IP telephony systems represent a small but growing portion of the installed federal ba...
BRUCE KLEIN Future purchase plans indicate a hastening shift to IP solutions, particularly in the small business...
DAVID LEMELIN Future purchase plans indicate a hastening shift to IP solutions, particularly in the small business...
DAVID LEMELIN As more companies transition to IP, they are looking for higher-value services that help them better...
ED MCGUINNESS Enterprises that diligently use security best practice to protect their IP telephony servers should ...
LAWRENCE ORANS Adonis v4.0 is the first appliance of its kind to enable administrators of large enterprise networks...
DAVID BERG The user does not have to sacrifice voice quality or quantity in exchange for converging their acces...
LORENA MCCALISTER The strategic OEM relationship between Nortel and Witness Systems blends leading contact center comm...
BLAIR PLEASANT Managing rapidly growing IP inventories is becoming one of the most critical roles for administrator...
BRET JONES We have tears in our eyes
As we wave our goodbyes,
We so loved being with you, we three. ROALD DAHL We are extremely pleased to be working with BT on a project that once again demonstrates that BT is ...
ANDY MAY The danger of civilization, of course, is that you will piss away your life on nonsense.
JIM HARRISON In our experience with the clients utilizing our contact center services, call volume can more than ...
JENNIFER MURRAY Alcatel's ability to look at and innovate on the entire lifecycle of voice-over-IP -- from enterpris...
BRYAN RICHARD Initially, the contact center was considered a service organization and was asked to do that as effi...
ELIZABETH HERRELL Empathy is the new measurement of everything. It doesn't matter what religion you have, what God you...
C. JOYBELL C. The contact center is still the most underutilized of all strategic assets for most companies. A key...
ELLIOT DANZIGER Patents protect ideas, but only if they are implementable.
KALYAN C. KANKANALA I believe IP telephony is more secure than standard PBX,
CISCO SYSTEMS The myth is that IP rights are as important as our rights in castles, cars, and corn oil. IP is supp...
JOHN SULSTON By incorporating its unique pseudo-wire capabilities into the ACE-3x00 series, RAD has provided oper...
GABY JUNOWICZ Our contact center was extremely small, ... so the software would not be able to adequately predict ...
DEBRA STERNS Based upon what we've seen in the basement, eventually left uncorrected, it could actually collapse ...
TODD DUNCAN We had actually considered using other services and didn't like them. From what we understood, the o...
DAVE STEER How do you know if something is real? That’s easy. Does it change you? Does it form you? Does it g...
C. JOYBELL C. Now is the only time we have, and the only time that we have any control over.
RICHARD CARLSON The migration to (cheaper) IP is still going through the process. The company is not out of the wood...
STUART GORDON The scientific method gives us information by testing and repeating observable things so that we can...
LEWIS N. ROE The truth is, it's really only okay to be yourself if that self is within an accepted range of 'norm...
STACEY KADE Now is the only time we have, and the only time we have any control over.
RICHARD CARLSON It was because they were two parts of a whole. He did not belong to her. And she did not belong to h...
RENEE AHDIEH Cease with the displays of false modesty. The entire palace knows about it."
A feeling of warmt...
RENEE AHDIEH Do you know why I adore roses?" Shahrzad untied the knot of his tikka sash with deliberate slowness....
RENEE AHDIEH Where were you?" Shahrzad tried to control the tremor in her voice.
"Not where I should have b...
RENEE AHDIEH As always. As ever. As a rose to the sun.
RENEE AHDIEH Forever is a long long time and time has a way of changing things
WALT DISNEY COMPANY When we put LIVE backwards it spells EVIL, interesting how one word can have two totally opposing me...
GARY F EVANS... I love you." she whispered into the rough wool of his sweater.
L.J. SMITH And the Lord spake, saying, "First shalt thou take out the Holy Pin. Then shalt thou count to three,...
MONTY PYTHON I make mistakes. That's what I do. I
speak without thinking, I act without
knowing. I d...
CANDACE BUSHNELL Use your heart. Understand. Learn to see things
in the now, not as they were or will be, or as ...
E.J. PATTEN It's a little bit analogous to dropping a stone into a pond, and watching a ripple and then sometime...
PHILIP APPLETON Friendship is a double-edged sword one side it can be great and true but the other side it spells be...
GARY F EVANS... The warm sound of her laughter stole through Khalid's skin, heating the coldest reaches of his soul.
RENEE AHDIEH The new Motorola IP-STB 1100 empowers service providers with a broad range of choices as they look t...
LARS BENGTSSON Combining the capabilities of Microsoft's Live Communications Server and Microsoft Office Communicat...
MALCOLM COLLINS Everyone gets dumped and everyone gets hurt and there's karma to love in regards to what you'...
MARINA AND THE DIAMONDS My dad's quite a conservative person, and he brought me up to be very questioning of the commerc...
MARINA AND THE DIAMONDS I don't think she's a lesbian. I think she just ran out of men. [Charlotte]
SEX AND THE CITY When you are with the wrong person, who doesn't really love you, all you want is to be adored. I...
MARINA AND THE DIAMONDS I really like the look of the 1950s, lots of suburban Americana influences. I'm 5'4', so...
MARINA AND THE DIAMONDS I am very curvy, so the vintage stores suit me better than most designers. I just can't seem to ...
MARINA AND THE DIAMONDS I have quite a lot of plastic sunglasses. It's just a nice accessory, it adds a final thing, and...
MARINA AND THE DIAMONDS I lived in Greece for about four years of my life, and living there had a huge impact on my life gro...
MARINA AND THE DIAMONDS I love natural beauty, and I think it's your best look, but I think makeup as an artist is so tr...
MARINA AND THE DIAMONDS I think celebrity culture and sexuality in pop music is really important, but I want there to be an ...
MARINA AND THE DIAMONDS I'm not really part of that 'L.A. thing' or that celebrity culture. I'm more like so...
MARINA AND THE DIAMONDS This obsession with celebrity culture is really unhealthy. I don't want to live my life like tha...
MARINA AND THE DIAMONDS Even when I see a beautiful woman, I think, 'Aw, her life must be amazing.' Everyone does it...
MARINA AND THE DIAMONDS Blonde symbolises sexuality and power - it holds very different connotations. The archetypal star ha...
MARINA AND THE DIAMONDS Love is really my nemesis. I never really allowed myself to indulge in such basic things because I w...
MARINA AND THE DIAMONDS Britney Spears is a big influence. Huge. I think people thought I was joking about that for a long t...
MARINA AND THE DIAMONDS Puberty is a phase... fifteen years of rejection is a lifestyle. [Stanford]
SEX AND THE CITY I criticized the whole American songwriting industry and the pop side of it and I was bitter about i...
MARINA AND THE DIAMONDS I often take things I find in vintage crawls and hand them to a very good seamstress, who then repli...
MARINA AND THE DIAMONDS I've read every Madonna biography. I've also looked up every pop star to see how they first ...
MARINA AND THE DIAMONDS Oh my God, she's fashion road-kill!
SEX AND THE CITY I love you, but I love myself more.
SEX AND THE CITY Maybe mistakes are what make our fate... without them what would shape our lives? Maybe if we had ne...
SEX AND THE CITY Desperate Housewives.
SEX AND THE CITY Sean (while ice-skating with Carrie): I'm guessing it's easier to balance when you're not smoking.Ca...
SEX AND THE CITY I want you to look at me, connect with me. This is lovemaking, it's not a porno flick. [Maria]
SEX AND THE CITY I once was broken up with by a guy's doorman. 'I'm sorry Ms. Hobbes, Jonathan won't be coming down. ...
SEX AND THE CITY I feel like everyone has the right to privacy, even if you're the most famous person in the worl...
MARINA AND THE DIAMONDS When you are in the studio, you don't have anybody to feed off of; meanwhile, when you are playi...
MARINA AND THE DIAMONDS I am absolutely not a roll-on-stage kind of girl! I would be totally freaked out if I didn't war...
MARINA AND THE DIAMONDS It's a slippery slope, Carrie. Without boundaries you never know what might happen. [Miranda]
SEX AND THE CITY the sort of person who'd back Proposition 14.
SEX AND THE CITY A stud is born! [Stanford]
SEX AND THE CITY Maybe we should get married.[Charlotte] Alrighty.[Trey]
SEX AND THE CITY My Zen teacher also said: the only way to true happiness is to live in the moment and not worry abou...
SEX AND THE CITY Homeless to Harvard: The Liz Murray Story.
SEX AND THE CITY No lady likes to dance or dine, accompanied by a porcupine. Burma Shave.
SEX AND THE CITY I don't think I'm an instantaneous act the whole world will love in one second - but that...
MARINA AND THE DIAMONDS What's the big mystery? It's my vagina, not the sphinx! [Miranda]
SEX AND THE CITY My style icons are Leigh Lezark, Gwen Stefani and Shirley Manson.
MARINA AND THE DIAMONDS I do have a memo all the time because I need to be guided by something in my life. I'm not relig...
MARINA AND THE DIAMONDS I'm masquerading as an innocent pop star.
MARINA AND THE DIAMONDS the lights fade to black.
SEX AND THE CITY Yeah, I would love to. I don't know if I'd do another singing one.
SEX AND THE CITY Bellhop: "this is a non-smoking floor."Carrie: "I have an addiction sir!"
SEX AND THE CITY F*** me badly once, shame on you. F*** me badly twice, shame on me.
SEX AND THE CITY

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INDIA KNIGHT I enjoyed needling the press. If I didn't enjoy it, I wouldn't have done it. Writers have ra...
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JIM KNIGHT This may be impossible for you to believe," Colt said in a hushed voice, "but as recently as last ye...
KARSTEN KNIGHT If I came in to recruit your son, I would tell you, your wife, and your son, that I will be the most...
BOBBY KNIGHT All of us learn to write in the second grade. Most of us go on to greater things.
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RAY KNIGHT The best blush to use is laughter. It puts roses in your cheeks and in your soul.
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SUGE KNIGHT You don't play against opponents, you play against the game of basketball.
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BOBBY KNIGHT I'm comfortable singing jazz. The only thing I was concerned about is that everybody, even in ja...
GLADYS KNIGHT Joe has tremendous upside and provides our franchise with a player whose talents are worthy of All-S...
BILLY KNIGHT I don't consider myself enigmatic, but I don't spend a lot of time thinking about my public ...
PHIL KNIGHT These are good tactics and good results. No one seems particularly interested in taking Macquarie's ...
ANGELA KNIGHT I always kind of thought I want to be a good person, I want to be right to my fellow men and love th...
GLADYS KNIGHT Joe has tremendous upside. We feel we have one of the best up-and-coming rosters in the league.
BILLY KNIGHT Film actors reach a certain level, but they don't get beyond it unless they work in the theater.
SHIRLEY KNIGHT Openness works like the proverbial sunshine.
JONATHAN KNIGHT I think everybody had a good rhythm tonight. We wanted to continue to attack the basket. Sometimes w...
BREVIN KNIGHT I was a history and government major at Ohio State University, and I've spent a lot of time just...
BOBBY KNIGHT I'm in prison. But my heart and mind is free. Gangsta haters on the streets are doing more time ...
SUGE KNIGHT We need a Donald Trump more than we've ever needed anybody since George Washington.
BOBBY KNIGHT Major League Baseball has the best idea of all. Three years before they'll take a kid out of col...
BOBBY KNIGHT For thugs from the ghetto, violence is a way of life - it's what helps you survive.
SUGE KNIGHT We are providing this extra level of detail about the recent property sales to give our shareholders...
CHARLES KNIGHT The guy had no clue, ... But that was irrelevant. If (UC president Nancy Zimpher) didn't like what s...
BOB KNIGHT I would have been an absolute moron, an absolute moron, with the things that have been laid down on ...
BOB KNIGHT The changing economic situation, the changing global market means it is understandable that employer...
JIM KNIGHT Everyone showed up. It was so energizing and uplifting. The fact they were here made that decision.
DAVID KNIGHT They are similar to the beacons on Petaluma Hill Road, and are meant to bring attention that there i...
DAVE KNIGHT Only you can make this right. Show me, not with words, but with action, that this is what you want a...
KELLY KNIGHT I cannot do this to myself anymore. Either I'm in or I'm not but I will not feel like I'm Nothing wh...
KELLY KNIGHT What turns an honest, good-looking guy like you into a theif?"
Scott couldn't help but smirk. ...
GEOFFREY KNIGHT We just got our ass beat by a much better team. It happens once in a while. Does every team win ever...
BOB KNIGHT Sylvia Day spins a gorgeous adventure in ANGELA KNIGHT It's driven by economics now. This is a trend, not a fad.
DAVID KNIGHT I want to say to you Indiana people that I owe you a big, big debt of gratitude because nowhere in t...
BOBBY KNIGHT [Texas Tech athletic director] Gerald Myers called me in and said they didn't want me to leave, they...
PAT KNIGHT He's got it made here,
PAT KNIGHT It's truly an honor to carry on my dad's legacy here at Texas Tech.
PAT KNIGHT I know he wants the record for sure, after that I don't know,
PAT KNIGHT I'm at a point where probably in the next couple of years I'm gonna go coach football. It's somethin...
PAT KNIGHT We just watched it again on tape. You can tell they were trying to foul him, but they're not getting...
PAT KNIGHT I'm Phil Knight, and I don't believe in advertising.
PHIL KNIGHT Hard work is critical, a good team is essential, brains and determination are invaluable, but luck m...
PHIL KNIGHT But that’s the nature of money. Whether you have it or not, whether you want it or not, whether yo...
PHIL KNIGHT I was a linear thinker, and according to Zen linear thinking is nothing but a delusion, one of the m...
PHIL KNIGHT Like it or not, life is a game.
PHIL KNIGHT Life is growth. You grow or you die.
PHIL KNIGHT When you see only problems, you’re not seeing clearly.
PHIL KNIGHT I thought back on my running career at Oregon. I’d competed with, and against, men far better, fas...
PHIL KNIGHT I’d tell men and women in their midtwenties not to settle for a job or a profession or even a care...
PHIL KNIGHT I?m pleased with the pitching performance. We did a nice job of hitting our spots.
ALAN KNIGHT We hit it well, but we ought to hit with a pitcher throwing with that kind of speed on the mound.
ALAN KNIGHT The last two days have been a helter-skelter of emotions. It is sad that the whale died, but we real...
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ALAN KNIGHT The ground was the key. Last time he ran at Sandown we declared him on good to firm but it rained al...
ALAN KNIGHT Basically this is probably the right thing to happen in the end. If it had continued in this way, we...
ALAN KNIGHT It is a sad end to a very long day.
ALAN KNIGHT Then we could all afford them. To install a generator or solar panel today you need specialist help....
ALAN KNIGHT I'm not really in touch with those 'Seinfeld' lads except Jason Alexander.
WAYNE KNIGHT What happens, I think, is especially for comic effect you find something about yourself that you don...
WAYNE KNIGHT Satan is a slick character. To me, he's actually very appealing. He's not scary. That's kind of how ...
SCARLETT KNIGHT Scale matters and global change is the sum of the actions that take place on national, regional and ...
GREGORY KNIGHT The collective impact of power plants is their contribution to greenhouse gases which would cause wa...
GREGORY KNIGHT In the 1960s, everyone said that improving environmental quality would cost a great many jobs. By th...
GREGORY KNIGHT And I would be the first to admit that probably, in a lot of press conferences over the time that I ...
BOBBY KNIGHT We've really hit an inflection point where people have brought instant messaging into the workplace ...
DAVID KNIGHT The transition from a CEO founder to a new manager is a very, very difficult one.
PHIL KNIGHT I didn't have any bridesmaids. Instead, one friend did my hair, another did my makeup, and a thi...
KELTIE KNIGHT Jackie patted her on the shoulder, "you know what you need?"
Ash peeked out from between her fi...
KARSTEN KNIGHT It's well known by now that I had a special need to get Maureen's goat when ever the opportu...
CHRISTOPHER KNIGHT All of a sudden there was noise and wind.
MOSES KNIGHT I'm definitely a romantic comedy dude because I'm a big romantic at heart. I'm a softy, ...
STERLING KNIGHT Shell has saved money so it has a responsibility to help right the wrong of leaving individual holde...
ANGELA KNIGHT The exchange is saying to shareholders, 'Stick with us, you get the money. Why take an offer from an...
ANGELA KNIGHT These figures tell the story of an exciting and exhausting three months, when investment in stocks a...
ANGELA KNIGHT I think since they started doing this, it started as an idea ten years ago we have received almost 8...
ANGELA KNIGHT Ask a few questions. Just because it's got a good name and seems to be rising all the time doesn't m...
ANGELA KNIGHT I do think that one of the things the investors must do is ask the questions -- they have a responsi...
ANGELA KNIGHT It's a victory for those who refused the offer because it would leave them with a huge tax bill.
ANGELA KNIGHT There is no reason why Shell could not have done this at the start and if they had, then it could ha...
ANGELA KNIGHT They've gone for someone they know,
ANGELA KNIGHT From my standpoint, I would make it very difficult on the NBA to even have any association with coll...
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BRANDI KNIGHT Austin established his inside fastball and then could work the softer stuff away. He really hit his ...
BROCK KNIGHT He's a very impressive character and has great standing in the game and I'm sure that will serve him...
NICK KNIGHT It doesn't seem to be having a negative impact.
NICK KNIGHT I hope that whoever takes over as captain will feel I can make a contribution in the dressing room a...
NICK KNIGHT With a bit more consistency in the middle of the season, we might have been up there again.
NICK KNIGHT The key to Kate's success is that she has an actress's ability to understand the image she needs to ...
NICK KNIGHT So many land managers and owners are doing incredible work in vegetation management. We want to help...
TIM KNIGHT The play is about this woman finding a way to live without having someone to look after her.
SHIRLEY KNIGHT I know that Marcia desperately wants me to come back. We were devising all kinds of scenarios togeth...
SHIRLEY KNIGHT I don't think you want her around too often, she kind of takes over,
SHIRLEY KNIGHT It's so much fun! ... It was very nice of Mr. Cherry [Marc, who created the show] to write that part...
SHIRLEY KNIGHT Men are allowed to get older and women are not.
SHIRLEY KNIGHT As Good As It Gets.
SHIRLEY KNIGHT Hollywood - that's where they give Academy Awards to Charlton Heston for acting
SHIRLEY KNIGHT My dad signed me up for some acting classes at a place in Honolulu, and there I got to audition for ...
MAXIM KNIGHT I don't think that political history is full of a whole lot of tremendously honest people. I hav...
BOBBY KNIGHT In five years, we hope to have our product around the Midwest,
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DAVID KNIGHT Ultimately, we wanted Nike to be the world's best sports and fitness company. Once you say that, you...
PHIL KNIGHT I was very aware of shoes when I was running track. The American shoes were offshoots of tire compan...
PHIL KNIGHT Sports is like rock 'n' roll. Both are dominant cultural forces, both speak an international languag...
PHIL KNIGHT why does a 67-year-old guy who got his start running an athletic shoe company… think he can enter ...
PHIL KNIGHT The slower growth in revenues and continued pressure on margins will result in negative earnings com...
PHIL KNIGHT I am pleased with the strides we've made in our global equipment business where revenues grew 41 per...
PHIL KNIGHT Sometimes you get easy shots and that is what gets you going. That's our formula: Get steals, get ea...
BREVIN KNIGHT Obviously we are pleased to add Stephen to our team. He's a proven contributor who was a major contr...
BILLY KNIGHT We have rigorous plans to roll out several more hybrid products in the future, like the Camry next y...
CINDY KNIGHT Sometimes when I got a little lonely or depressed I would go down to the supermarket in hopes of bei...
TED KNIGHT I prefer what I remember to what is going on today. I don't like what I see today, the irresponsibil...
TED KNIGHT There are little moments when Ted Baxter seeps through. His voice sinks down... there's a momentary ...
TED KNIGHT I don't like being on talk or game shows and I wasn't interested in guest shots.
TED KNIGHT I'm healthy, I've got a wonderful wife, happy kids, money in the bank. I'm one of the luckiest guys ...
TED KNIGHT A big part of teaching is being emphatic. Maybe I'm right or wrong, but part of my approach was ...
BOBBY KNIGHT Welcome to our beautiful arena.
BREVIN KNIGHT I'm numb. I'm just waiting for something that says it's for real.
TERI KNIGHT Jason was a great guy,
BILLY KNIGHT At first, we couldn't be establishment, because we didn't have any money. We were guerrilla ...
PHIL KNIGHT Basically they're water sprays that release compressed air and water. The compressed air expands and...
CHARLES KNIGHT They did really well for North Port for our first year. This was beyond our expectations.
CHRISTOPHER KNIGHT I didn't get any DVDs and I'd love to have them to sign and give out.
CHRISTOPHER KNIGHT We're going to do whatever it takes. We'll do whatever those people ask from us.
CHRISTOPHER KNIGHT our individual quirks and flaws. ... We look forward to planning the rest of our lives together and ...
CHRISTOPHER KNIGHT If I'm going to re-approach the entertainment industry, there's no room for chubby.
CHRISTOPHER KNIGHT I have been in and out of shape for 20 years. I couldn't find the time. There was just no energy to ...
CHRISTOPHER KNIGHT It's not a beauty contest. It is a contest about health. It was very illuminating to me. I thought I...
CHRISTOPHER KNIGHT The duct tape crosses. That's what did it.
TERI KNIGHT The popularity of conspiracy theories is explained by people's desire to believe that there is - som...
DAMON KNIGHT It was really just a hobby that snowballed.
DOMINIC KNIGHT You tell him to cast long, set the hook hard and not be upset when the fish leaves. Because the next...
BOB KNIGHT Montana, Colorado, Wyoming. Some damned place,
BOB KNIGHT We were on the verge of having a really good team. That was my only disappointment,
BOB KNIGHT Pat has been instrumental in what we've done here so far and the most selfish thing for me is that I...
BOB KNIGHT