Articles by Jeff Goldman 

Contact Centers Undergoing VoIP Transformation

By enabling a geographically distributed workforce to meld into a centralized virtual call center, voice over IP has the potential to reinvent the traditional enterprise customer service operation.

The SBCs are Coming!

Small startup companies are, for the moment, scooping the giant softswitch vendors in designing session border controllers—the 'next big thing' in VoIP implementation.

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