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whitepaper Built upon the foundation of Avaya's well-established Call Management System (CMS) reporting package, Avaya IQ brings advanced assessment capabilities that offer users the opportunity to link contact center activity to business results,and to gain...
[20 Mar 2008]
News It can also be easily scaled up which will be a benefit when Swinton opens its new 150 agent call centre in the next few months. The technology used includes the Alcatel-Lucent OmniPCX Enterprise platform along with its OmniTouch call centre...
[21 Feb 2008]
News The centre is using Queuebuster from Netcall to offer customers the option to either go through the automated call-handling system straight away or to wait for a call agent.silicon.com Financial Services
[10 Oct 2007]
News It also integrates with the company's Witness system, which records calls, to tailor training to the individual agent. The system forecasts call volumes so that managers can accurately predict their workforce requirement.
[16 Aug 2007]
whitepaper An agent knows a customer's Marks & Spencer history prior to answering a call. A collaborative team - Marks & Spencer, Accenture, Siebel and Microsoft - worked to create Marks & Spencer's integrated customer relationship management processes and...
[26 Jul 2007]
News The platform also offers queue messaging, providing service information to callers and reducing the number of calls that need to be transferred to a call agent. Staffordshire Connects - a joint venture focused around providing customer services...
[29 May 2007]
whitepaper RCI International needed an intelligent telephony solution that would allow its contact center staff to effectively respond to an ever increasing flow of 17,000 daily calls, improve agent productivity, reduce costs, and gain competitive advantages...
[27 Apr 2007]
News The most recent figures, for the first half of 2005/2006, show the rate of call answering has improved to 84 per cent, but that still left millions of benefits claimants unable to get through and speak to an agent.
[01 Nov 2006]
whitepaper The challenge was how to improve agent performance, which was measured by several indicators - including talk time, quality of service, collections results and after call processing time. The solution selected includes the Avaya Call Management...
[05 Sep 2006]
whitepaper In minutes, Irene forecasts customer service demand with pinpoint precision and delivers superior schedules that support the performance targets, agent preferences, and business goals. Irene is the most advanced workforce management system...
[30 Jun 2006]
whitepaper The authors have developed a multi-agent based workflow system, JBees, which supports distributed process models and the adaptability of executing processes. This paper discusses how the agent-based architecture can be used to bind and access web...
[14 Dec 2005]
Comment In fact amongst contact centres with over 250 agent positions, only 23 per cent continued to use a pure TDM system. For example, an interactive voice response (IVR) system can increase overall productivity because it can handle simple calls without...
[01 Feb 2005]
whitepaper The need for a Workforce Management system that can comprehend and support these multi-skilled agent environments becomes increasingly critical to overall call center performance and profitability. But to realize any advantage from this ability...
[09 Mar 2004]
whitepaper From helping to reduce costs and increase agent productivity, to delivering real-time data to personalize service, Genesys software solutions have helped transform the call-center function into one that helps generate revenues and build customer...
[24 Feb 2004]
whitepaper Enterprise routing systems are designed to normalize information from different enterprise call centers, allowing each agent at each site to be treated as a similar resource. Customers with a new Enterprise Routing solution for their help desks...
[24 Feb 2004]
Comment For example the pre-routing of the call can be handled in the IP cloud and passed directly to the appropriate agent rather than having to be dealt with in a one call centre and then transferred to another location.
[29 Oct 2003]
Comment It is likely to use a mixture of email management, web self-service and web-based live agent help to provide a similar or better experience than customers would get on the telephone. What happens if you implement a badly-designed and patchy web...
[12 Sep 2000]
Comment Tivoli Systems is probably at the forefront of this management revolution with its 'pervasive management' and 'Manage Anything, Anywhere' messages, but others are also working in this area with embedded agent technology that will allow status...
[19 Jun 2000]
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