agent call management system in white papers
RSS agent call management system in white papers
Sort by: Relevance | Date
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. [01 Jul 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]
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]
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]
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]
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]
Keep updated for stories matching agent call management system in white papers via RSS
