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whitepaper Voice contact workflows automate agent activity based on telephony and ACD events such as ringing, answered calls, dropped calls, call wrap-up codes. With Cisco Agent Desktop, enterprises can integrate telephony data with data processing...
[11 Apr 2008]
whitepaper As a result, the legacy call center has gone through a metamorphosis, emerging as the IP Contact Center which replaces the PBX and separate IVR and ACD systems and merges email and instant messaging into a new architecture that integrates these...
[11 Apr 2008]
whitepaper The varieties of choice available make buying Automatic Call Distributors (ACD) and workforce management technology a challenging task. Thinking about key requirements for ACDs and workforce management can help managers narrow their choices.
[24 Mar 2008]
whitepaper This brief report offers an easy-to-read overview of the benefits of using a hosted call center service, and explains why it makes sense to explore on-demand options as you need to replace aging ACD (automatic contact distribution) call center...
[12 Dec 2007]
whitepaper Find out what Outrigger was looking for when it decided to replace its premise-based automatic contact distribution (ACD) system, and why the company is so thrilled with Echopass' sophisticated yet affordable contact center services.
[12 Dec 2007]
whitepaper In fact, all of the world's best-known PBX and ACD phone systems use Linux (or Unix) because of the necessity for absolute, rock-solid reliability. All Noble Systems software modules have been fully ported to the Linux platform.
[03 Apr 2007]
whitepaper Because the company is currently using traditional Time Division Multiplexing (TDM) technology, each contact center is dependent upon individual Automatic Call Distribution (ACD), Computer-Telephony Integration (CTI) and Interactive Voice Response...
[07 Jun 2006]
whitepaper After evaluating leading contact center solutions, Security Lock Distributors chose Cisco IP Contact Center (IPCC) Express Edition - a single-server, integrated contact-center-in-a-box that provides independence in agent location, improves agent...
[04 May 2006]
whitepaper After evaluating leading contact center solutions, JJ Food Service Limited selected Cisco IP Contact Center (IPCC) Express Edition - a single-server, integrated contact-center-in-a-box that provides independence in agent location, improves agent...
[04 May 2006]
whitepaper With a BT FeatureNet solution, running on Nortel Networks DMS-100 network, scalability, reliability and manageability are no longer an issue, with a rich range of features available including advanced ACD, plus the opportunity for William Hill to...
[11 Oct 2005]
whitepaper New technology, new tools and a fresh development approach were needed to meet the customer's demanding requirements.dv/d selected Software through Pictures (StP) for UML for its rich functionality, and the Architecture Component Development (ACD...
[09 Feb 2005]
whitepaper Using a standard automated call distribution (ACD) system to route calls, Despatch's 15 agents had limited control over call routing and no ad hoc reporting tools to measure customer service and efficiency levels.
[30 Oct 2004]
whitepaper The Cisco IP Contact Center Express Edition (formerly Cisco IP ICD) product provides the functionality, ease of implementation, and price/performance that midsized contact centers demand of an advanced contact center solution: automatic call...
[08 Sep 2004]
whitepaper Most contact center managers depend upon a combination of ACD traffic measurements, customer feedback, session recording, bottom-line revenue/productivity data, and first-hand walkabout observation to identify service quality problems.
[26 Aug 2004]
whitepaper An ACD system queued calls for one department only. In the past, three separate departments handled room, show and special events reservations. If, for example, a caller wished to reserve a hotel room as well as show tickets, he or she would have...
[12 May 2004]
whitepaper Call centers are now starting to take advantage of the latest Automatic Call Distributor (ACD) technology for Skills-Based Routing. Effective use of ACD Skills-Based Routing requires new tools for forecasting, scheduling and daily management to...
[20 Apr 2004]
whitepaper If your ACD has Skill Routing capabilities (such as Lucent’s Expert Agent Selection EAS), a primary call will go to its respective queue to be handled by an agent having that type of call as their primary or secondary skill.
[09 Mar 2004]
whitepaper Firstly, by being able to accurately represent the manner in which the ACD distributes calls to the agents, and secondly by reflecting the management drivers of efficiency and effectiveness. Call centers vary enormously in complexity.
[08 Mar 2004]
whitepaper Skills Based Routing has become one of the most talked about ACD features to date. After reading several articles authored by a diverse group of experts, it appears this ACD feature is being blessed as one of the greatest discoveries since the ACD...
[01 Mar 2004]
whitepaper This paper discusses skill-based routing, how it works, and what your contact center can gain by migrating from traditional ACD to more efficient and customized call treatment based on accurately matching call requirements with agent capabilities.
[24 Feb 2004]
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