agent contact center
Cisco IP Contact Center Remote Agent Option
White Paper The IPCC Remote Agent Option combines two proven Cisco offerings - the Cisco IP Contact Center solution and the Cisco Enterprise Teleworker Architecture - to give remote agents access to the same call-center applications as staff based at central... [02 Jul 2008]
Avaya Case Study: Atento Argentina
White Paper Atento Argentina deployed an Avaya S8720 Communications Server with over 1,500 IP agent licenses featuring Avaya Communication Manager software in its office located in Martinez, Buenos Aires. Atento needed to have eleven contact centers... [02 Jul 2008]
Avaya Case Study: Mas Cerca Call Center
White Paper The company had an existing Nortel solution to support its 80-agent contact center in Santiago. Mas Cerca Call Center, a successful South American company with more than 20 years experience in the outsourcing and telemarketing service market serves... [01 Jul 2008]
Contact Center Costs: The Case for Telecommuting Agents
White Paper This paper looks at how establishing a telecommuting or home agent program can lower costs and be competitive differentiator. In any contact center, labor costs are typically the largest annual expense component, exceeding 60% of total operational... [05 May 2008]
Best Practices for At-Home Agents
White Paper What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? From your customers' perspective, the agent must be so professional as to be indistinguishable from an in-office agent. [05 May 2008]
Driving Model Agent Behaviors with Avaya IQ CCR
White Paper Your contact center is the front door to your business. Do you know how you are treating individuals as they come in the door? You can't afford not to, because the best and worst customer experiences can have a dramatic impact on your top and... [05 May 2008]
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting - How Contact Center Reporting and Analytics Can Deliver a Rapid Return on Investment
White Paper What are the sales benefits of getting calls to the right agent? What are the cost savings from accurately identifying, modifying and rewarding agent behavior? Contact centers are under increasing pressure to lower technology costs and increase the... [11 Apr 2008]
Avaya Dives into the Analytics Pool
White Paper 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]
LiveXchange Improves Economics and Raises Service Levels for Corporate Contact Centers
White Paper The company deployed Oracle Contact Center Anywhere and Oracle Database on Linux as the platform for services that allow corporations to successfully create, scale, and operate remote agent programs. LiveXchange Corporation wanted to provide a... [08 Feb 2008]
Nortel Network Case Study: The Timken Company
White Paper The Nortel Virtual Contact Center maximizes agent productivity and improves responsiveness to customers. As part of a comprehensive "Extreme makeover" to plan and deploy high-impact network integration and convergence at multiple levels, Timken... [14 Jan 2008]
A One-of-Kind Tool Company Improves Customer Service and Satisfaction With a Best-in-Class Contact Center Solution
White Paper The Nortel Contact Center portfolio seamlessly integrates agent-assisted and self-service technologies and provides intelligent skill-based routing. The company wanted to improve customer service by enhancing call handling and contact center... [10 Jan 2008]
Increasing Efficiency, Profitability and Customer Satisfaction
White Paper The Seoul and Daejeon call centre operations were expanded into a combined 1,200-agent facility based on Nortel's Contact Center Manager and the Nortel Communication Server 1000 (CS 1000) with IP capabilities. [10 Jan 2008]
The Increasing Importance of Accuracy and Speed in Detecting Outbound Call Responses: Avaya Proactive Contact Continues to Lead the Way With Enhanced Call Progress Analysis
White Paper This paper discusses the Return On Investment (ROI) and regulatory implications of speed and accuracy, and describe the Enhanced Call Progress Analysis technology provided in Avaya Proactive Contact, which was designed specifically to improve... [08 Jan 2008]
Multimedia Contact Center Facilitates Superior Customer Service and New Fulfillment Opportunities for Clients
White Paper As email growth in the magazine business began to skyrocket, the company faced an inability to accurately report on agent email activity, and no prioritization of emails existed - agents were randomly choosing emails to process. [18 Dec 2007]
Managing your Contact Center Requirements: Reviewing New Technology Management Options
White Paper But badly implemented self-service applications often fail in their key promise to reduce agent workloads, since annoyed customers quickly abandon the self help channel to seek help from a live agent. [12 Dec 2007]
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