agent outbound
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Avaya Interaction Center Outbound Contact Management - Inbound-Outbound Agent Blending
White Paper This white paper describes the inbound-outbound Agent Blending feature of Outbound Contact Management (Outbound Contact) in Avaya Interaction Center. Agent Blending is not about mixing the work as much as it is about mixing the workers between the... [03 Jul 2008]
Cincom Encompass Predictive - Concepts And Facilities
White Paper Encompass Predictive is an application that utilizes a dynamic algorithm-based, on-call anticipation to set the rate at which calls are initiated in an outbound contact center environment. Call anticipation is based on real-time patterns and trends... [03 Jul 2008]
Breaking the Size Barrier: the Network Based Call Centre Opportunity Among SMEs
White Paper Handling large numbers of inbound and outbound calls gives many SMEs headaches. Professional call handling was only available through premises-based call centres - large (often huge) rooms with agents, computers, and phones supported by automatic... [03 Jul 2008]
Avaya Case Study: Mas Cerca Call Center
Due to the competitive nature of its market, and the pressure to offer specialized services for the company's financial customers, the company sought communications technology solutions that would allow its agents to increase the volume of their... [11 Jun 2008]
Avaya Case Study: Mas Cerca Call Center
White Paper Due to the competitive nature of its market, and the pressure to offer specialized services for the company's financial customers, the company sought communications technology solutions that would allow its agents to increase the volume of their... [11 Jun 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
Proactive outbound communications strategies help contact center managers leverage their investments by making their employees as productive as they can be. This paper describes how to quantify the speed and accuracy of outbound dialing, and... [09 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 Proactive outbound communications strategies help contact center managers leverage their investments by making their employees as productive as they can be. This paper describes how to quantify the speed and accuracy of outbound dialing, and... [08 Jan 2008]
Multimedia Contact Center Facilitates Superior Customer Service and New Fulfillment Opportunities for Clients
White Paper A Nortel Contact Center solution delivered the state of today's art to Palm Coast Data's customer service center, allowing email, web services and outbound campaigns that are as easy to manage as telephone calls. [18 Dec 2007]
Echopass Call Center On-Demand Enables Outbound Marketer to Efficiently Follow Up on Leads
White Paper The company, which offers the reading acceleration training program EyeQ and other educational software, was looking for an outbound marketing solution that would replace manual dialing and help its telesales agents be more efficient. [12 Dec 2007]
Avaya Case Study: ACS
White Paper As a solution ACS chose Avaya solutions that enabled ACS Contact Centers to send and receive up to 90,000 simultaneous calls, offer a wide range of services including inbound and outbound telemarketing, help desk, bill collecting and market research. [12 Apr 2007]
Preview Mode Presence CRM Optimizer
White Paper This paper describes how an outbound service Preview Mode works. As part of the Presence suite of Contact Center solutions, it is a new mode in the outbound systems which already included predictive, automatic and manual dialing. [18 Jan 2007]
Call centres lag behind on IP adoption
Comment Outsourcer Garlands, for example, deployed a Cisco solution in its new Middlesbrough contact centre blending inbound and outbound calls. Garlands IT manager Steve Bowen says: "Cost-wise, we've calculated that to implement the blended inbound... [01 Feb 2005]
Session Initiation Protocol (SIP) Extension Header Field for Service Route Discovery During Registration
White Paper This paper defines a Session Initiation Protocol (SIP) extension header field used in conjunction with responses to REGISTER requests to provide a mechanism by which a registrar may inform a registering user agent (UA) of a service route that the... [26 Dec 2004]
Maximizing Call Center Value from Inbound & Outbound Calls
White Paper Inbound and outbound telemarketing and calls are different in nature. Through appropriate and efficient planning, both inbound and outbound calls can be successfully handled by the call center. As every call center manager knows, these calls need... [20 Apr 2004]
Data Warehousing Bridges e-Gap
White Paper Data warehouse implementations will need to support real-time analytics to assist in managing the customer relationship at all touch points—both inbound and outbound via the Internet, the call center, claims and the agent.vs.product. [24 Feb 2004]
