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whitepaper This paper presents the unique work product of High Alert, LCC. The creator of this work grants unrestricted right to reproduce and distribute this work in its entirety to any an all interested parties provided the reproduction and distribution...
[16 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...
[16 May 2008]
whitepaper Some have gone so far as to call SOA a revolution, not just in technology but in how one thinks about business infrastructure. When first entertaining the notion of a Service-Oriented Architecture (SOA), most information technology (IT...
[16 May 2008]
News Soca has also sent out 46 alerts to UK business, which included 11 alerts to UK financial institutions detailing more than 46,000 online account details that had been compromised by phishing and virus attacks, a system for UK call centres to...
[15 May 2008]
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...
[15 May 2008]
whitepaper The paper assumes a good understanding of programming concepts (control flow, looping, assignment, synchronous and asynchronous call semantics, and so forth), role-based development (business analyst, architect, developer, assembler and deployer...
[15 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...
[15 May 2008]
News At the moment, they are restricted to putting a telephone call through to head office, keeping them away from the shop floor. Discount department store chain TJ Hughes has managed to save more than £10,000 in administration costs by using an email...
[14 May 2008]
whitepaper If the first response is, "Um, uh&," then it's a good bet that the design is suffering from what some experts call an information paradox - an excess of information that has little usefulness. This series explores a variety of elements that create...
[14 May 2008]
whitepaper This complexity requires developers to become skilled in many APIs (Java database connectivity (JDBC), Java APIs for XML-Based Remote Procedure Call (JAX-RPC), or J2EE Connector Architecture (JCA) to name a few).
[14 May 2008]
whitepaper This paper analyzes key Skype functions such as login, NAT and firewall traversal, call establishment, media transfer, codecs, and conferencing under three different network setups. Skype is a peer-to-peer VoIP client developed by KaZaa.
[14 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. The United States Coast Guard is known for its impeccable...
[13 May 2008]
whitepaper The solution to menu woes is a call router. Using natural language technologies, a call router simply asks "What can one do? Anyone who has ever called a company's 800 number can relate to the frustration of dealing with menus.
[10 May 2008]
Round-Up Call it a miserable old cynic but The Round-Up's guessing the government won't lose too much sleep over unclaimed benefits. Benefit fraudsters beware. If you're trying to pull a swift one on the authorities you may find their "liar, liar, pants on...
[09 May 2008]
whitepaper By not properly securing their call and desktop recordings, businesses are leaving an overwhelming amount of customer data unprotected. As fraud and identity theft becomes more prevalent, businesses that record calls must adhere to the Payment Card...
[09 May 2008]
News Outside healthcare, the report points to many future applications of wireless tech in the transport sector, including road-to-vehicle and car-to-car comms technology to alert drivers to traffic jams to help reduce congestion; intelligent transport...
[08 May 2008]
News Europe is well on the way to introducing the eCall automatic emergency call system and several Latin American countries are considering mandatory tracking devices on all new cars to combat epidemic vehicle crime.
[06 May 2008]
whitepaper The need to comply with the Payment Card Industry Data Security Standard (PCI DSS) has been a rude wake up call for thousands of companies who believed their networks are secure and safe from security breaches.
[06 May 2008]
whitepaper Companies who use Avaya contact centers have long depended upon Call Management System (CMS) as an essential tool in managing their centers. The new Avaya Contact Center Reporting system provides a single reporting solution for contact center...
[05 May 2008]
whitepaper Customers and analysts have acknowledged Avaya Call Management System (CMS) as the gold standard for contact center reporting. Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better...
[05 May 2008]
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