agent call management system
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Skill Set Scheduling
White Paper The need for a Workforce Management system that can comprehend and support these multi-skilled agent environments becomes increasingly critical to overall call center performance and profitability. But to realize any advantage from this ability... [09 Mar 2004]
National City Mortgage Improves Agent Performance With Avaya and Syntora Contact Center Solution
White Paper The challenge was how to improve agent performance, which was measured by several indicators - including talk time, quality of service, collections results and after call processing time. The solution selected includes the Avaya Call Management... [05 Sep 2006]
Agent-Based Integration of Web Services With Workflow Management Systems
White Paper The authors have developed a multi-agent based workflow system, JBees, which supports distributed process models and the adaptability of executing processes. This paper discusses how the agent-based architecture can be used to bind and access web... [14 Dec 2005]
Avaya Case Study: RCI International
White Paper RCI International needed an intelligent telephony solution that would allow its contact center staff to effectively respond to an ever increasing flow of 17,000 daily calls, improve agent productivity, reduce costs, and gain competitive advantages... [27 Apr 2007]
MakeMyTrip.com Achieves 99.99% Uptime With Avaya's Contact Centre Solution
White Paper These included the Avaya Call Management System (CMS), a recording platform, a Wall Board to provide a complete view of the centre and agent availability and a standards-based, resilient and modular IP telephony offering. [11 Jun 2008]
MakeMyTrip.com Achieves 99.99% Uptime With Avaya's Contact Centre Solution
These included the Avaya Call Management System (CMS), a recording platform, a Wall Board to provide a complete view of the centre and agent availability and a standards-based, resilient and modular IP telephony offering. [11 Jun 2008]
Avaya Dives into the Analytics Pool
White Paper Built upon the foundation of Avaya's well-established Call Management System (CMS) reporting package, Avaya IQ brings advanced assessment capabilities that offer users the opportunity to link contact center activity to business results,and to gain... [20 Mar 2008]
Marks & Spencer: Customer Relationship Management Solution
White Paper An agent knows a customer's Marks & Spencer history prior to answering a call. A collaborative team - Marks & Spencer, Accenture, Siebel and Microsoft - worked to create Marks & Spencer's integrated customer relationship management processes and... [26 Jul 2007]
A Central Nervous System for Managing Business Communications and Processes
White Paper From helping to reduce costs and increase agent productivity, to delivering real-time data to personalize service, Genesys software solutions have helped transform the call-center function into one that helps generate revenues and build customer... [24 Feb 2004]
Five million benefits calls still unanswered
News The most recent figures, for the first half of 2005/2006, show the rate of call answering has improved to 84 per cent, but that still left millions of benefits claimants unable to get through and speak to an agent. [01 Nov 2006]
Call centres lag behind on IP adoption
Comment In fact amongst contact centres with over 250 agent positions, only 23 per cent continued to use a pure TDM system. For example, an interactive voice response (IVR) system can increase overall productivity because it can handle simple calls without... [01 Feb 2005]
"Not Just for the Big Guys": The Basics of Workforce Management
White Paper In minutes, Irene forecasts customer service demand with pinpoint precision and delivers superior schedules that support the performance targets, agent preferences, and business goals. Irene is the most advanced workforce management system... [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. Customers with a new Enterprise Routing solution for their help desks... [03 Jul 2008]
Britannia cuts call queues
News The centre is using Queuebuster from Netcall to offer customers the option to either go through the automated call-handling system straight away or to wait for a call agent.silicon.com Financial Services [10 Oct 2007]
Swinton Insurance gets chatty with IP tech
News It can also be easily scaled up which will be a benefit when Swinton opens its new 150 agent call centre in the next few months. The technology used includes the Alcatel-Lucent OmniPCX Enterprise platform along with its OmniTouch call centre... [21 Feb 2008]
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