IP Telephony and Unified Communications
Shoretel Unified Communications Pocket Guide - A comprehensive 77 page IP telephony guide from Shoretel.
Example telephony requirements gathering survey - A real customer example (customer name removed) for a 500 user organisation, with 2 sites, considering a new telephony system including contact centre functionality. This survey helps capture the detailed requirements that are hidden within an organisation.
Voice Recording
Financial Services Authority - Telephone Recording Policy Statement - UK regulatory policy statement. Essential reading when considering the implementation of voice recording systems in the UK.
Payment Card Industry Data Security Standard - Important reading if you have a voice recording system and your staff accept credit card information over the phone. The standard provides guidance only, interpretation is key when it comes to voice recording.
Video Conferencing
Successful Video Communication - Excellent Cisco sponsored research on the human benefits of video communication.
HD Video Conferencing - Three leading contenders face off - An excellent paper from Wainhouse Research (also available online) comparing Polycom, Tandberg, and Lifesize.