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whitepaper An IBM System p 570 with an IBM POWER6 processor server running IBM AIX 5L Version 5.3.6 and IBM DB2 Universal Database Version 8.2.7 set an outstanding record on the Genesys Inbound Voice Solution v7.5 for the Inbound Call Center industry in...
[11 May 2008]
whitepaper The desire for cost control, higher user productivity, and advanced call center features is leading a growing number of companies to consider IP telephony now. The year 2005 is considered by many analysts as the "Year of inflection" when more IP...
[11 May 2008]
whitepaper One needs to go through this paper to explore the current architecture in the industry and why it needs an infrastructure that supports integration of customer information, call center, customer portal, and Automated Meter Reader (AMR) systems...
[11 May 2008]
whitepaper To maintain these levels of performance, USCG habitually goes above and beyond the call of duty to seek out new tools and resources that support the ongoing education of its members. Curriculum Developers at the USCG Training Center in Petaluma...
[09 May 2008]
whitepaper Compare these VoIP call-center vendors to find the best one for your business. So, you know that a VoIP call-center enhances customer service and, in return, helps attract and retain customers. But which VoIP call-center vendor do you choose for...
[24 Apr 2008]
whitepaper The company also provides mobile, Internet, call-center, and other services and solutions to residential and business customers. Slovak Telekom Group is the leading provider of telecommunications services in Slovakia, with fixed-line phone...
[14 Apr 2008]
whitepaper As a result of this view, call center performance is commonly evaluated based on operating expenses and efficiency metrics. Some of the more commonly measured of these call center performance metrics include: Average Speed of Answer (ASA) Call...
[12 Apr 2008]
whitepaper Many companies are moving to multi-sourcing for call center agents, largely in pursuit of the cost savings that can come from flexibly tapping into a variety of labor pools. The trend is also growing because multi-sourcing enables call center...
[11 Apr 2008]
whitepaper In response to mounting demands on their call centers, successful companies providing business-to-business sales and services are changing their communication strategies. Where they give incoming calls equal weight, now savvy businesses...
[11 Apr 2008]
whitepaper While setting their customer service strategy, some organizations have focused solely on cost reduction through outsourcing and basic automation. In the process, though, many have discovered that efforts to unduly curb operational expenses are...
[11 Apr 2008]
whitepaper Switchview Inc.has earned a reputation for delivering some of the most technically advanced and reliable call-center applications. As a developer looking for an operating system partner, Switchview needed several things that would ensure its...
[10 Apr 2008]
whitepaper One challenge posed recently to FBCS by Cobra Electronics was streamlining call-center operations and improving call-handling efficiency. s call center, FBCS devised ways for handling customer calls more efficiently and reducing the monthly phone...
[10 Apr 2008]
whitepaper Since 1988, Herndon, Virginia- based EIS International has been supplying advanced call-center technology to companies that use the telephone to manage customer relationships through telemarketing, market research, customer service, fundraising...
[10 Apr 2008]
whitepaper This white paper provides an overview of the issues related to calculating return on investment (ROI) for knowledge management (KM) initiatives in the call center and help desk environments. It includes the necessary information needed to create a...
[10 Apr 2008]
whitepaper IBM Global Services' Israeli branch set out to locate an off-line processing solution that would enable work to be offloaded and effectively shared with a local replica of the call center's core database cluster.
[10 Apr 2008]
whitepaper It's the classic outbound Call Center problem. This paper takes a look at the hidden call center risk points inherent in managing regulatory and corporate compliance and examine which solutions can help managers reduce their risk ratio, improve...
[03 Apr 2008]
whitepaper This white paper provides an overview of the issues related to calculating return on investment (ROI) for knowledge management (KM) initiatives in the call center and help desk environments. It includes the necessary information needed to create a...
[03 Apr 2008]
whitepaper Call center managers can now combine the human touch of the call center with the convenience of the Web, creating an Internet-enabled call center. This paper explains how call centers can upgrade their existing call center infrastructure, lease...
[02 Apr 2008]
whitepaper Lead tracking is used to record inbound calls to customer service representatives in a centralized call center. Microsoft Dynamics CRM 3.0 Small Business Edition forms the core of the Humane Wildlife Control system, running on the Windows Small...
[02 Apr 2008]
whitepaper Technology is a front-line ally in an all-out campaign to prevent, diagnose, and cure heart disease at Woodlands North Houston Heart Center. When they moved to a new main facility, WNHHC wanted to upgrade its traditional phone system with a new one...
[02 Apr 2008]
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