call centers
RSS call centersBEA and Intel: Key Elements in the Customer Orientation Strategy at Orange
White Paper The user areas of the Amena call centers were using different integration tools, which complicated customer management. The Avanza project originated within Amena (prior to its integration in the France Telecom Group) to establish a CRM system... [06 Jul 2008]
Teleperformance USA Saves Millions of Dollars on E1 Connectivity to Offshore Contact Centers
White Paper The company wanted to extend hundreds of voice circuits from US-based PBX and Automatic Call Distributors (ACDs) to offshore contact centers in Argentina and the Philippines, while minimizing costs associated with expensive international E1... [04 Jul 2008]
Darwinian Call Centers
White Paper Modern call centers are places of continuous change. Call centers also often have a high turnover of people, and new agents may be recruited for new or expanding services. How does the call center manager manage all this change? [03 Jul 2008]
Why Telecommuting Makes Sense for Call Centers
White Paper The term "telecommuting" refers to the ability of workers to either work out of their homes or drive only a few minutes to reach a telecommuting complex in their immediate neighborhoods. Telecommuting describes several variations of non-traditional... [03 Jul 2008]
Blending: the Changing Color of Contact Center Productivity
White Paper In the world of call centers, over six million telephone representatives engage in daily customer interactions. Everyone in the business talks about re-engineering their contact centers and today’s technology enables the change. [03 Jul 2008]
Cisco and CrystalVoice Technical Integration Brief
White Paper Leading companies are transforming their call centers from "cost" centers to "revenue" centers. The new-generation call centers, referred to as contact centers, increase agent productivity, generate new revenue, and increase customer satisfaction... [03 Jul 2008]
Customer Contact Centers: Today and Beyond
White Paper Yesterday's single-function, inbound, telephone-based call center is no longer able to service today's customers, and companies must either adopt multifunction, multidirectional and multimedia contact centers or risk falling behind. [03 Jul 2008]
Call Center Conversion — Enhancing Business Value by Employing Computer Telephony Integration
White Paper As the new-world economy becomes more global, complex, and competitive, customer call centers must continuously seek ways to capitalize on the inherent opportunities before them. While the business forecast is optimistic, business managers... [03 Jul 2008]
Taking the Stress Out of the Call Center: Preventing Operational Failure
White Paper Many have implemented Quality Assurance programs in their call centers. The call center is the primary point of customer contact for many companies today. Companies have identified quality of service in the call center as a source of sustainable... [03 Jul 2008]
Technologies Leading the Communications CommVergence - CTI is the Critical Tool on the Path to Full "CommVergence"
White Paper Workers in sophisticated call centers today rely on voice and data services linked to a single application, order-entry for example. Communications of all types - voice, fax, email messaging, data base queries and responses, and soon video - are... [03 Jul 2008]
Islandssimi Calls On IBM to Capture New Web Telco Market
White Paper Instead of relying on costly call centers and mass monthly mailings, Islandssimi's innovative infrastructure would enable customers to activate their service, track line usage and pay bills all through a Web browser at their convenience. [03 Jul 2008]
Orange Rings the Changes to Keep Its Future Bright
White Paper The objective was to support the department's internal customers, primarily its Customer Care Division and the subscriber-facing call centers in Zurich and the Lausanne suburb of Bussigny. Orange Communications SA already had 300,000 customers only... [03 Jul 2008]
Genesys CTI Applications on Compaq ProLiant Servers
White Paper This renewed emphasis toward customer service has made call centers utilizing CTI solutions an important part of corporate IT strategies, affecting enterprise-level spending and decision making. The combination of Compaq's range of standards-based... [03 Jul 2008]
Managing Change in the Call Center after Enterprise Routing Implementation
White Paper 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. An in-depth discussion follows, intended to encourage prospective... [03 Jul 2008]
Migrating to Multiservice Networks
White Paper These applications include unified messaging, collaborative data sharing, video streaming and video conferencing, push-to-talk Web pages, and network-enabled call centers, and more. Multiservice networking is the integration of several networks... [03 Jul 2008]
