call centers
RSS call centersDeploying Knowledge-Based Authentication to Increase Revenue and Bolster Security
White Paper Establishing the identity of users across multiple channels is essential so that organizations can reliably and efficiently conduct business via websites, call centers, IVR systems, and Point-Of-Sale... [05 Oct 2009]
"Integration of TTY Calls Into a Call Center Using the Placeholder Call Technique"
White Paper Traditional call centers are often designed to accept only voice calls over the PSTN, that is, telephone calls from hearing and speaking persons traveling over the Public Switched Telephone Network. All... [30 Aug 2009]
Next Generation 9-1-1 for the PSAP: How to Plan for and Choose the Correct NG9-1-1 Enabled System
White Paper By their nature, they are the most critical call centers that exist. There are approximately 7,000 Public Safety Answering Points (PSAP) in North America. However, the fact is that most PSAPs are... [15 Aug 2009]
Avaya IQ - Building Upon the Strengths of CMS: Avaya IQ Delivers New Reporting and Analytics Capabilities to Give You Intelligence Into Your Contact Center Operations
White Paper Companies who use Avaya contact centers have long depended upon Call Management System (CMS) as an essential tool in managing their centers. This paper describes how a new offering,... [15 Aug 2009]
Dell OptiPlex FX160 Thin Client System Management: End-to-End Computing
White Paper Users can range from administrative assistants and data entry workers to users accessing systems from kiosk locations commonly found in call centers or health care environments. The Dell OptiPlex FX160... [15 Aug 2009]
Avaya's Approach to Next Generation 911
White Paper These solutions deliver a number of benefits for 911 centers and the people and communities they serve. This Avaya white paper will highlight how the public safety answering point can be transformed with advanced... [15 Aug 2009]
Motorola eCare: Virtual Hands-On Incident Resolution for Internet Service Providers
White Paper With the scope of cable and broadband services delivered to residential and business subscribers growing ever more complex, support centers must be equipped with the right tools to cost-effectively and efficiently... [15 Aug 2009]
How to Choose the Best CRM Implementation Partner for Your Call Center
White Paper In the era of multi-channel communications, the Service Management and Customer Support features used in Call Centers, along with Sales Force Automation (SFA), are among the most common functionalities... [08 Aug 2009]
Rede Paranaense de Comunicacao Improves Client Service and Decreases Wait Times by 50%
White Paper Rede Paranaense de Comunicacao (RPC) wanted to gain a single platform to assist the different companies in their diverse, specific business activities, such as billing for the newspaper print classifieds and managing TV station and the... [30 Jul 2009]
Continental Airlines Modernizes Call Center Application With Web-Based Technology
White Paper With the new solution, Continental saves money by consolidating servers and databases that currently sit in call centers around the world. When it came time to update its call center... [30 Jul 2009]
Schedule and Dispatch Technician Work Orders Wirelessly to Improve Your Operational Efficiency and Profitability
White Paper Field service operations that rely on paper-based and telephone processes to link technicians with call centers are inefficient and time-consuming to manage. They also restrict operator and field... [25 Jul 2009]
Focus Research Comparison Guide: Enterprise PBX
White Paper How VoIP contact call centers work This FREE Buyer's Guide walks you through the major vendors of VoIP-enabled contact centers and includes topics such as: Leave a lasting postive... [22 Jul 2009]
The Green Data Center - A Symantec Green IT Guide
White Paper Continuous inventory of server resources and optimization of their use - particularly in high-availability cluster configurations - helps data centers do more with less, even as they improve performance and service levels. [12 Jul 2009]
Financial Enterprise Revamps Call Centers for Operational Efficiency
White Paper The call centers were experiencing difficulty handling the approximate 1.3 million calls per month. As call volume continued to increase, agent headcount, processes, and systems were not... [30 May 2009]
Mining Customer Care Dialogs for "Daily News"
White Paper As large-scale deployments of spoken dialog systems in call centers become more common, a wealth of information is gathered about the call center business as well as the operation of... [30 May 2009]
