Luiz Augusto de Carvalho - WANOPT Wide area network Specialist
Benjamin Naude - Magna international

"Telecommunications is usually responsible for a large percentage of the IT infrastructure costs, usually only surpassed by personnel. Therefore identifying savings, even small in terms of percentage in a large corporate network may mean hundreds of thousands of dollars per month."

"The techniques described in this book already helped and continuous helping hundreds of organizations to save millions of dollars with their telecommunications infra-structures."

Contents Presents the concepts of the WAN design algorithms Provides practical examples of algorithms and demonstrates how to deploy them Discusses cases where the techniques described were deployed with favorable results Discusses negotiating and managerial strategies Presents a practical guide about how to implement and manage a large WAN

"Telecom Management for Call Centers" offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbook was written primarily for the telecom manager; the techniques described here are practical and easily applicable, focusing on the issues the telecom manager faces in his or her daily operational work. The lessons learned by the professionals in this growing field are not often documented and shared. This guide provides documentation of this practical knowledge in a single volume, presented by telecom professionals Luiz Augusto de Carvalho and Olavo Alves Jr. It offers a general view of how telecom infrastructures in large call-centers should be planned, priced, negotiated and managed. It examines call-center operations and provides guidelines for cost management; traffic management; call-center infrastructure; transport networks; GSM gateways deployment; billing systems and auditing; dialer deployment. Carvalho and Alves also explore how to do the necessary calculations, prepare and use traffic matrixes, and map and analyze call-center traffic, including relevant case studies for all issues. Put your call center on the path to success using the advice and methods offered in "Telecom Management for Call Centers."

"Telecom Management for Call Centers" offers a practical guide to addressing the most common issues faced by telecom management in large call-centers. This handbook was written primarily for the telecom manager; the techniques described here are practical and easily applicable, focusing on the issues the telecom manager faces in his or her daily operational work. The lessons learned by the professionals in this growing field are not often documented and shared. This guide provides documentation of this practical knowledge in a single volume, presented by telecom professionals Luiz Augusto de Carvalho and Olavo Alves Jr. It offers a general view of how telecom infrastructures in large call-centers should be planned, priced, negotiated and managed. It examines call-center operations and provides guidelines for cost management; traffic management; call-center infrastructure; transport networks; GSM gateways deployment; billing systems and auditing; dialer deployment. Carvalho and Alves also explore how to do the necessary calculations, prepare and use traffic matrixes, and map and analyze call-center traffic, including relevant case studies for all issues. Put your call center on the path to success using the advice and methods offered in "Telecom Management for Call Centers."

Luiz Augusto de Carvalho - WANOPT Wide area network Specialist
Benjamin Naude - Magna international

"Telecommunications is usually responsible for a large percentage of the IT infrastructure costs, usually only surpassed by personnel. Therefore identifying savings, even small in terms of percentage in a large corporate network may mean hundreds of thousands of dollars per month."

"The techniques described in this book already helped and continuous helping hundreds of organizations to save millions of dollars with their telecommunications infra-structures."

Contents Presents the concepts of the WAN design algorithms Provides practical examples of algorithms and demonstrates how to deploy them Discusses cases where the techniques described were deployed with favorable results Discusses negotiating and managerial strategies Presents a practical guide about how to implement and manage a large WAN