contact center
RSS contact centerReal-Time Contact Centers Build Customer Intimacy and Improve Profitability
White Paper 10 Steps to Building a Real-Time Contact Center: This paper provides a roadmap for transforming your contact center from a closed environment into an essential corporate player that shares customer data with the entire enterprise. [23 Jul 2008]
VoIP Hits the Bull's Eye for Sporting Goods Supplier's Call Center
White Paper Since adding the ShoreTel system, McKenzie Sports has realized significant cost savings, employees and the IT department are more productive due to improved call management capabilities, and customers are receiving much more consistent service... [14 Jul 2008]
Cisco Unified Contact Center Express Solution Reference Network Design
White Paper This paper provides system-level best practices and design guidance for the Cisco Unified Contact Center Express (Unified CCX), Release 4.1. With proper planning, design, and implementation, Unified CCX provides a reliable and flexible voice... [11 Jul 2008]
Cisco IPCC Express Edition Solution Reference Network Design
White Paper This paper provides system-level best practices and design guidance for the Cisco Internet Protocol Contact Center (IPCC) Express Edition Release 4.5(x). With proper planning, design, and implementation, Cisco IPCC Express provides a reliable and... [11 Jul 2008]
Nortel Networks Case Study: Fossil, Inc.
White Paper As a solution a dual-core Nortel Ethernet Routing solution at headquarters was deployed, paired with converged voice and data networking, Nortel Multiservice Switches at retail sites and a Nortel Contact Center solution for customer support... [11 Jul 2008]
Teleperformance USA Saves Millions of Dollars on E1 Connectivity to Offshore Contact Centers
White Paper Teleperformance USA provides contact center solutions that enable their clients to acquire and manage customers more effectively. The company wanted to extend hundreds of voice circuits from US-based PBX and Automatic Call Distributors (ACDs) to... [10 Jul 2008]
Tower Travel Contact Center Takes Flight With the Avaya IP Office Solution
White Paper Tower Travel Management wanted to have multiple call center locations with remote agents and provide inefficient call center operations with increased networking costs. Tower Travel Management found the Avaya IP Office system coupled with... [09 Jul 2008]
Air China Enhances Sales and Customer Service With Avaya Intelligent Communications Solutions
White Paper Air China adopts Avaya contact center solution which is based on IP communications technology, to establish nationwide uniform telephone sales and service centers in Beijing, Shanghai and Chengdu first. [09 Jul 2008]
Top Service Made in Halle/Saale - A High-Performance Package Designed by Avaya-Tenovis for the Call Center Dr. Hirsch Dialog & Service
White Paper Hirsch Dialog & Service were also incorporated seamlessly into the solution, the agents can now access all contact and historical data on their PCs. The Communication Center that was opened in 2002 offers small and medium-sized companies a wide... [09 Jul 2008]
Creating Competitive Advantage for Mid-Sized Businesses With Avaya Contact Center Express
White Paper Contact Center Express provides cost-effective, easy to implement contact center solutions that are specifically designed and priced for mid-sized businesses. Contact Center Express provides solutions that grow and evolve with your business for... [03 Jul 2008]
Put Your Contact Center Into Voice Drive
White Paper One of the most promising speech applications is the automation of contact center operations. The migration from IVR to VoiceXML based solutions delivers significant cost savings in the contact center environment in a very short period of time. [03 Jul 2008]
Maintaining Service Quality in the Contact Center: Analytics as Decision Support
White Paper Consequently, contact center business intelligence should help identify critical service delivery factors and maximize the value of the operation in meeting the most obvious mission priorities of the enterprise. [03 Jul 2008]
Creating a Business Case for Application Management Platforms: The Contact Center Perspective
White Paper Mercury Interactive's Contact Center solution optimizes business processes and IT infrastructure in an environment where cost and revenues are monitored and managed closely. Our solutions can proactively identify and alert managers to performance... [03 Jul 2008]
Transforming Your Call Center Into a Contact Center: Where Are You? - Trends & Recommendations
White Paper Customers can now contact enterprises in many different ways - via a Web site, email, text chat, voice over IP (VOIP), and, of course, through the phone. Not only must corporations enable these many different types of interactions, they must serve... [03 Jul 2008]
The IBM and Avaya Alliance for Contact Center Solutions: Building Customer Success
White Paper This white paper profiles the customer relationship management (CRM) alliance between IBM and Avaya in which the two companies agreed to develop and deliver contact center solutions. As part of this profile, IDC explores factors that contribute to... [03 Jul 2008]
