Call Centers

Solution Search:
Using Real-Time Information to Improve Contact Center Performance by Genesys
time or close to real-time, but many call centers fail to do so.

To get more insight into using real-time analytics to optimize the contact center, SearchCRM.com called on...
E-Book: Capitalizing on Unified Communications in the Call Center by CosmoCom, Inc.
processes, UC expands the reach of call centers into all corners of the business, making a reality of first-call problem resolution for customers and partners, and...
Presentation Transcript: Integrating Unified Communications into Business Applications to Improve Customer by IBM
service-not only by improving the call center's ability to respond more efficiently and effectively to customers but also by enabling the entire...
Success Story: Communications - AT&T by Genesys
consulting company to write custom call center reports or a vendor to custom-build an entire call center application. It even considered trying to write an...
Widex a Perfect Match: VAI Implements E-Commerce Solution for Hearing Aid Provider by VAI, Vormittag Associates, Inc.
44; dispensers were phoning the call center or mailing in order forms to secure new products, with above average turn around times. Widex wanted to ease...
Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.
2.0 is the latest and most effective call center consolidation strategy. Its core concept is simple: to consolidate the many, diverse activities of the...
E-Book: Improve the Efficiency of Your Call Center - Leveraging VoIP and Session Initiation Protocol (SIP) by Genesys
VoIP) can allow your contact centers to operate efficiently, affordably and transparently across many locations...
If You Teach a Customer to Fish: The Power of Web Self-Service by Epicor Software Corporation
supplants the human touch of the call center. However, it is evident that it can provide a legitimate solution for enterprises looking to minimize call...
Integrating Unified Communications into Business Applications to Improve Customer Service - Videocast by IBM
service - not only by improving the call center's ability to respond more efficiently and effectively to customers, but by enabling the entire enterprise team...
IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya Inc.
via the contact center. As contact centers mature and take on more complex, high-touch customer transactions, enterprises are turning to IP as a cost-effective...
E-Book: From Web to Phone: Using Interactive Speech Applications to Automate Business Processes by Angel.com
investment by automating routine call center tasks and reducing live operator costs. This white paper gives more details. Speech applications have long...
Webcast: Need to Reduce your Telecom and I.T Costs? Nuance can Help with Speech-Driven Packaged Applications by Nuance
driving your need for a new mobile call center solution, including: cutting telecom and IT costs and the need for higher service levels. Join this webcast to...
Need to Reduce your Telecom and I.T Costs? Nuance can Help with Speech-Driven Packaged Applications by Nuance
driving your need for a new mobile call center solution, including: cutting telecom and IT costs and the need for higher service levels. Join this podcast to...
Best Practices for Home Agents by Avaya Inc.
you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper...
SIP Trunking in the Next-Generation Contact Center by Acme Packet
adopters of SIP trunking in contact centers have successfully managed these issues, and examines some of the unexpected implementation challenges and benefits...
Continuous Customer Dialogues: Strategies for Growth and Loyalty in Multi-Channel Customer-Oriented Organizations by Infor
The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the...
Contact Centers for Dummies by Avaya Inc.
not only on running contact centers, but also on implementing technology in contact centers in a profitable way. A contact center is many things-- cost...
Whirlpool: Quality Means Loyalty by SAS Institute Inc.
within manufacturing, the call center, technician reports and more. SAS extracts the data and provides a flexible, agile way to run analysis for...
Benefits and Advantages of Recording and Archiving Calls by Teleformix
whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO...
Go Green and Increase Profitability with Virtual Contact Centers by Avaya Inc.

Using home agents allows contact centers to tap into large pools of available job candidates. Geography need not be a barrier to recruiting and retaining...
Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc.
landscape for multi-site contact centers. It gives IT managers enhanced, easier-to-use and more cost effective tools for building, consolidating and extending...
Case Study: Children's Memorial Hospital by ABS Associates, Inc.
In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized...
Akamai Services for the High Tech Industry by Akamai Technologies
driving your sales and reducing call center and distribution costs. Akamai’s solutions leverage the Akamai EdgePlatform, the world’s largest on demand...
Implementing a Telecommuting Program by Avaya Inc.
This paper discusses several issues related to implementing a telecommuting home worker program for contact center...