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call center - contact
(428 results)-
White Papers
The Next Wave in Help Desk Optimization
Dec 2008
In recent years, help desks have applied lots of call center technology to the help desk environment. The borrowed technologies have mostly addressed infrastructure problems, such as issue...
Provided by Motorola
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White Papers
Avaya's Approach to Next Generation 911
Jun 2009
This Avaya white paper will highlight how the public safety answering point can be transformed with advanced call center technologies that can achieve interoperability, accommodate the addition of...
Provided by Avaya
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White Papers
Next Generation 9-1-1 for the PSAP: How to Plan for and Choose the Correct NG9-1-1 Enabled System
Jul 2008
There are approximately 7,000 Public Safety Answering Points (PSAP) in North America. By their nature, they are the most critical call centers that exist. However, the fact is that most PSAPs are...
Provided by 911Consult
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White Papers
Proactive Outreach: Keeping Your Customers Happy and Your Costs Low
Feb 2009
This white paper provides an overview of proactive customer service. By implementing new and innovative strategies, business can anticipate customer needs - and automatically deliver targeted,...
Provided by Avaya
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White Papers
Avaya IQ - Building Upon the Strengths of CMS: Avaya IQ Delivers New Reporting and Analytics Capabilities to Give You Intelligence Into Your Contact Center Operations
Apr 2009
Companies who use Avaya contact centers have long depended upon Call Management System (CMS) as an essential tool in managing their centers. This paper describes how a new offering, Avaya IQ,...
Provided by Avaya
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Presentations
Dynamics Collaborative Contact Center Demo
Aug 2009
Optimize communications with Microsoft Dynamics® and the Collaborative Contact Center.
Provided by Microsoft
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Webcasts
Dynamics CRM Online High Five Sportswear Webcast
Aug 2008
For many sports organizations, a CRM system acts much like the lifeblood of the company, feeding insightful information about both customers and players to management and coaches in order to...
Provided by Microsoft
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Case Studies
Business Success - Microsoft Dynamics CRM Online Customer Showcase
Dec 2008
Read the following stories to see how businesses have achieved consistent and measureable improvement in their everyday business processes in marketing, sales and customer service through the...
Provided by Microsoft
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White Papers
When Green Equals Green: Best Practices for Communications Provider Billing in an Environmentally-Conscious, Multi-channel World
Aug 2009
With an increased focus on environmental stewardship, it's not surprising that many communications firms are looking for ways to promote "green" activities within their companies - including...
Provided by Pitney Bowes
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Case Studies
TORO National Support Network
Aug 2009
TORO's contact center handles an average of 300 calls per day and it needed a cost-effective solution that would improve its operations. Download this case study to see how they partnered with...
Provided by NEC
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Case Studies
Insurance Brokerage Saves $3 Million, Boosts Competitiveness With Unified Communications
Jul 2009
Extend Health was experiencing 100 percent annual growth and bumping against the scalability limits of its Cisco-based call center. To eliminate those limits, the company turned to a custom...
Provided by Microsoft
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White Papers
Best Practices for Monitoring Cisco Unified Contact Center Enterprise With Cisco Unified Operations Manager
Jul 2009
This paper highlights suggested best practices for field personnel and customers. It will help enables one to effectively use Cisco Unified Operations Manager to monitor Cisco Unified Contact...
Provided by Cisco Systems
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Case Studies
Asus's Unified Communication Deployment Results in Increased Productivity and Improved Customer Service
May 2009
ASUSteK Computer Inc (ASUS) is one of the world's largest computer and IT suppliers and has more than 100,000 global staff. The challenge was to improve workforce productivity, increase customer...
Provided by Nortel Networks
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Case Studies
World-Leading IPC Service Provider Boosts Productivity and Improves Customer Service With Enhanced Network
Jan 2009
Since 1983, Advantech, the world-leading IPC service provider, has always been an innovator in the development and manufacturing of high-quality, high-performance solutions and services in the...
Provided by Nortel Networks
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Webcasts
Internet Lead Capture: CRM Product Demo
Sep 2009
This demo discusses how to best use the integrated web-to-lead capabilities of Microsoft Dynamics CRM.
Provided by Microsoft
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Webcasts
New Frontiers for CRM Data
Sep 2009
For many hospitality organizations, a Customer Relationship Management (CRM) tool is a straightforward way of collecting and storing data about guests. But did you know that you can leverage CRM...
Provided by Microsoft
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White Papers
Bringing Multi-Channel Into the Contact Center: The Role of the Multi Channel in the Dynamic Enterprise
Jan 2009
This white paper examines the key issues affecting contact centres as they embark on their multichannel journey. It looks at how contact centres can break out of the voice 'Silo' and start to...
Provided by Alcatel-Lucent
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White Papers
Voorhees College
Jan 2009
Voorhees College was paying a high price and receiving minimal value before it replaced its traditional telephone system and Centrex system with UNIVERGE Sphericall IP solution from NEC Sphere...
Provided by NEC
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White Papers
Security in the Call Center: Verifying Customer Identities Without the Inconvenience
Sep 2009
Off late many organizations looking to reduce costs, increase efficiency, and provide more self-service options for their customers have driven sales and service to the online channel. While the...
Provided by RSA Security
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Whitepapers
Final Chance to Learn how Business Leaders are making IT work for them
Oct 2009
The importance of effective decision making and aligning business strategy with your daily activities is essential in times of economic crisis, but also during periods of sustained growth and...
Provided by SAP
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Webcasts
Unified Communications
Oct 2009
Waiting for information via email is no longer acceptable. Today's communication channels must deliver immediate presence and interaction. Successful companies know this and are responding by...
Provided by Plantronics
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Whitepapers
It's Time To Review � And Renew � Your Telecommuting Policy
Apr 2009
There's no "one size fits all" when it comes to telecommuting. This new Forrester white paper explores how implementing best practices to create a telecommuting program and standardized policy...
Provided by Citrix Online
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Case Studies
New Contact Center Improves Service Boosts Efficiencies and Reduces Costs
Sep 2008
FranklinCovey is widely regarded as the global leader in productivity tools and effectiveness training - from its Franklin Planner personal organizer to training classes based on its 7 Habits of...
Provided by Hewlett-Packard (HP)
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White Papers
Wireless Devices in Call Centers - Data Theft and Standards/Legal Compliance Risks
Apr 2009
This paper identifies the potential standards and legal violations, as well as the security challenges, of companies that fail to provide surveillance of cellular phones and 802.11 wireless...
Provided by AirPatrol
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White Papers
Contact Centres: Optimum service at optimum cost
Nov 2009
Getting the balance right between meeting the inbound call expectations of busy customers and optimising telecoms costs is the goal for many ICT managers. Technology now enables far more powerful...
Provided by ntl:Telewest Business
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Whitepapers
Challenging the economic downturn
Nov 2009
HOW CAN BUSINESSES MAXIMISE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TO CONTAIN COSTS AND IMPROVE SERVICES? This Vodafone white paper looks at how careful investment in CRM can underpin a strategy...
Provided by Vodafone
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Case Studies
BlueCross BlueShield of North Carolina Improves Service to Members and Applicants
Nov 2009
Blue Cross Blue Shield of North Carolina (BCBSNC) wanted to enable individual customers to get a rate quote and purchase insurance online, 24 hours a day and increase efficiency and enable faster...
Provided by Oracle
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White Papers
Click? Send? Service?: How Contact Centers Are Opening Virtual Doors by Implementing Email Communications
Jul 2008
Most business professionals would rather listen to the sounds of a big deal closing than the seconds ticking by while on-hold music plays in the background. With time being a precious commodity in...
Provided by Nortel Networks
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Webcasts
How Enterprise Mobility is Transforming the IT Service Desk
Jan 2009
The complexities brought on by mobile workers can actually present an opportunity for the IT service desk to become a more strategic part of the business. By implementing a remote support solution...
Provided by LogMeIn, Inc
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White Papers
Presence: Empowering Customer Care
Apr 2009
This white paper, intended for business decision makers, describes how organizations and businesses can harness the power of presence to improve their customer care. Scenarios like these are...
Provided by Cisco Systems
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Whitepapers
Smarter Products: The Building Blocks for a Smarter Planet
Jan 2010
Businesses are delivering a new generation of smarter products that are increasingly instrumented, interconnected and intelligent - enabled through software.
Provided by IBM Corp.
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Whitepapers
CRM as an enabler to building a customer-centric enterprise
Jan 2010
Discover the process support issues to watch out for when creating customer-centric enterprise strategies. Examine the consequences of IT and CRM purchase decisions and learn how to adapt your CRM...
Provided by SAP
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Webcasts
Knowledge Unleashed: Using Customer Intelligence to Move the Needle
Jan 2010
Learn about the benefits of employing enterprise policy management in your organization. Gain strategic insight on how to advance to the next level of service by leveraging customer intelligence...
Provided by Convergys
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White Papers
Composite Contact Center Solutions
Jun 2008
Faced with the daunting challenge of improving customer service quality while reducing costs, many companies are increasingly turning to new technology solutions to streamline call center...
Provided by Micro Focus
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Case Studies
Prometric Delivers World?Class Customer Service With Avaya Voice Portal and Other Avaya Contact Center Applications
Jun 2009
Prometric's latest challenge was to reduce the cost of maintenance and programming for the IVR system (Genesys Voice Portal was their existing model) and to improve the reporting capabilities. In...
Provided by Avaya
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Case Studies
City of Newark Improves Citizen Services With Avaya IP Communications Technologies
Mar 2009
The Mayor and City Council wanted to establish a consolidated call center to provide constituents with one telephone number for quick, reliable access to these non-emergency city services. Many of...
Provided by Avaya
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Case Studies
The Biggest Private Insurance Company in Serbia Ramps Up Performance With Contact Center
Jan 2009
Delta Generali Osiguranje was looking for a telecommunications solution which ensured cost-efficient and user-friendly customer service. Delta also wanted to learn more about client needs so they...
Provided by Avaya
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Case Studies
Vail Resorts Is Expanding Its Personalized Customer Service Capabilities Through Multi-Channel Communications Enabled by Avaya Interaction Center
Mar 2009
Vail Resorts takes an extremely proactive approach to establishing a state-of-the-art contact center and online reservations service, to meet the expectations of their customers and provide the...
Provided by Avaya
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White Papers
7 Habits of Highly Effective Contact Centers and Help Desks
Nov 2005
More than a decade ago, Stephen Covey wrote about seven key habits that can help people elevate their personal and professional effectiveness in a ground-breaking book. These habits are equally...
Provided by eGain Communications
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White Papers
Chat and Cobrowse on the Web: Wow and Win Online Customers with Realtime Service and Support
Nov 2005
With more and more customer interactions moving online, it is hardly surprising that some businesses are no longer content with using the web for self-service alone. These companies, early...
Provided by eGain Communications
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Whitepapers
Avaya Aura Contact Center Scripting Demystified
May 2011
It is time to de-mystify the procedure of crafting Call Processing instructions and make it a skill that you can comfortably use. This white paper introduces an identifiable pattern that virtually...
Provided by Global Knowledge
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Whitepapers
McCormick and Schmick's Restaurants Gains New Insight into Dining Trends and Financial Performance with IBM Cognos Express
May 2011
Sink your teeth into this new case study. McCormick & Schmick's Seafood Restaurants needed better insight to understand and take advantage of key business trends. Find out why they chose IBM...
Provided by IBM
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White Papers
Solutions Brief: Oracle Fusion Governance, Risk, and Compliance Reduces Fraud and Errors to Improve Performance
Apr 2011
Oracle Fusion GRC Applications improve bottom-line performance by continuously monitoring transactions and applying advanced forensic analysis and embedded application controls across business...
Provided by Oracle
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Whitepapers
Six Common Mistakes that Plague IT Projects and Three Keys to Avoiding Them
Apr 2011
What do you get when you cross General George S. Patton, Henry Ford, and the world of IT project management? An assertive and effective way of facing and tackling potential risks and problems in...
Provided by AtTask
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Whitepapers
The Forrester Wave -CRM Suites Customer Service Solutions
Apr 2011
Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. SAP ranks as a leader due to having "the most complete customer service...
Provided by SAP
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Whitepapers
Six Success Factors for Building a Best-Run Marketing Organization
Apr 2011
Discover how you can use the right software to help your marketing organization support growth and demonstrate value. In doing so, you can learn how to develop customer, brand, and channel...
Provided by SAP
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Whitepapers
nGenera Making Strategy Real
Apr 2011
In today's competitive global business environment virtually all firms work diligently to analyze alternatives and to create a business strategy that enables competitive advantage. Once the...
Provided by SAP
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Whitepapers
How to Achieve a Great - and Profitable - Customer Experience
Apr 2011
A research report from Business Week on a global survey of executives on Customer Experience; 80% of respondents rate CE as a strategic priority but the majority believe that their company does a...
Provided by SAP
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Whitepapers
Enhancing the Customer Experience with Loyalty Management
Apr 2011
Discover how deploying functionality for loyalty management in SAP Customer Relationship Management helps you collect valuable data that enables you to enhance the customer experience. You can...
Provided by SAP
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Whitepapers
Innovation with InternetProtocol contact centers: how IP communications empower business.
Apr 2011
The agents in your contact center need easy-to-use tools to provide them all of the customer and product information possible to help maximize the value of each contact. If your e-mail, web and...
Provided by IBM
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Whitepapers
Bloomberg BusinessWeek - Colmobil Customer Experience Research Study
Apr 2011
Check out this case study describing how Colmobile, Israel's largest auto importer, is using SAP CRM to deliver a differentiated customer experience. (Bloomberg Businessweek Research Services, 2011)
Provided by SAP
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Whitepapers
How to Achieve a Great- and Profitable -Customer Experience
Apr 2011
A research report from Business Week on a global survey of executives on Customer Experience; 80% of respondents rate CE as a strategic priority but the majority believe that their company does a...
Provided by SAP
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Case Studies
Baseball Team Champions Technology and Scores Big Win With Fans
Jun 2008
Tampa Bay Rays they are facing challenges with outdated technology infrastructure could not support rapid organizational growth their sales agents lacked visibility into fan history, limiting...
Provided by Cisco Systems
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Whitepapers
Empower your call center with IP-based communications
Mar 2011
The agents in your contact center need easy-to-use tools to provide them all of the customer and product information possible to help maximize the value of each contact. If your e-mail, web and...
Provided by IBM
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Whitepapers
AMR Research Ranks WebSphere Commerce as Top B2C E-Commerce Platform
Mar 2011
According to AMR Research, "The Bottom Line: IBM WebSphere is the front runner in our vendor landscape, with ATG following closely behind, proving the larger companies with the big, marquis retail...
Provided by IBM
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White Papers
Firewall Management Service
Feb 2011
As organizations conduct more of their core business processes over the Internet, security risk grows. Around-the-clock firewall monitoring and management are essential to safeguard the IT...
Provided by Dell
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White Papers
Helping Satisfy Multiple Objectives During a Service Desk Conversation
Jun 2008
Agents manning a service desk have the unenviable task of satisfying multiple conflicting objectives. Specifically, businesses require the agents to meet pre-specified customer satisfaction levels...
Provided by Association for Computing Machinery
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White Papers
Do Call Centers Promote School Enrollment? Evidence From India
Jun 2010
Globalization has changed job opportunities in much of the developing world. In India, outsourcing has created a new class of high-skill jobs which have increased overall returns to schooling....
Provided by University of Chicago
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White Papers
A Performance Analysis of Call Centers Based on a Multi-Server Queue With Retrials, Feedbacks, and Impatience
Aug 2007
The authors consider a finite buffer queueing model with several key features of call centers, such as retrials, feedbacks, and impatience. In addition, because they do not completely understand...
Provided by Jiangsu University
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White Papers
Is Your CRM Solution Keeping Up with the Times?
Jan 2011
Many companies have significant existing investments in on-premises CRM software. Unfortunately, the robust CRM applications of just a few years ago lack the key capabilities businesses now need...
Provided by Oracle
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White Papers
Virtualization in the Contact Center
Dec 2010
IT staffs have rapidly adopted server and desktop virtualization to reduce operating and infrastructure costs, improve agility and flexibility, and better support disaster recovery. They seek to...
Provided by Nemertes Research
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White Papers
The Interactive Marketing eBook: It's all about the Journey
Nov 2010
Download "The Interactive Marketing eBook: It's all about the Journey" now! Explore the Interactive Marketing essentials of cross channel marketing, sophisticated email marketing, proven website...
Provided by Unica
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Podcasts
Customer Service With Microsoft Dynamics CRM and the Customer Care Framework
May 2009
Making the most out of every customer interaction within contact centers is critical to help the organization weather the current economic storm. One way to deliver a great customer experience is...
Provided by Microsoft
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White Papers
Creating a Training Strategy and Evaluating Effectiveness
Jan 2009
The following are essential elements of an effective training strategy: Alignment with organizational and call center objectives: Training initiatives must be tied to overall organizational and...
Provided by UBM Medica
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White Papers
From the Call Center to the Executive Suite : The Value of Customer Operations Performance Management
Jan 2008
The need for greater operational control over the enterprise is a trend that is gathering momentum across a wide range of industries. At stake is the requirement for lower costs, greater...
Provided by EAC
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White Papers
Optimal Cross Training in Call Centers With Uncertain Arrivals and Global Service Level Agreements
Aug 2007
This paper consider agent cross-training in project oriented call centers where arrival rates are uncertain and the call center is subject to a global service level constraint. This paper is...
Provided by Pennsylvania State University
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White Papers
New Project Staffing for Outsourced Call Centers With Global Service Level Agreements
Oct 2007
This paper considers the issue of new project staffing in an outsourced call center required to meet a monthly Service Level Agreement. This paper present empirical analysis generated during a...
Provided by Pennsylvania State University
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White Papers
The Impact of Offshored and Outsourced Call Service Centers on Customer Appraisals
Oct 2007
Firms are increasingly relying upon offshored and/or outsourced call centers to provide post-sales assistance to their customers. Although the motivation to engage in these practices is efficiency...
Provided by Springer Science+Business Media
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White Papers
The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation
Feb 2008
The most prevalent form of training call center agents is via classroom instruction coupled with roleplays. Role-play training has a theoretical base in behavior modeling that entails observation,...
Provided by INFORMS
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White Papers
Call Center Service Recovery: Proactive and Comprehensive Compensation
Jan 2008
This paper examines whether the level of customer satisfaction is impacted by the call center representative being proactive or reactive in compensating the customer, and the degree to which the...
Provided by Florida Institute of Technology
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White Papers
Routing to Manage Resolution and Waiting Time in Call Centers With Heterogeneous Servers
Aug 2009
In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where performance is defined by the Average call Handling Time...
Provided by University of California
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White Papers
Knowledge Management in Call Centers: How Routing Rules Influence Expertise and Service Quality
Jan 2010
In a call center, customers are assigned to service agents by routing policies that seek to balance several objectives. Usually, these policies follow myopic rules in order to minimize the waiting...
Provided by University of California, Santa Cruz
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White Papers
Offshore Call Centers and the Role of National Identity Management on Customer Trust
Feb 2009
Offshore call centers are regarded as an important strategic decision for organizations to save the cost. Despite wide spread use of the practice, many organizations seem to be reluctant to openly...
Provided by University of Hawaii
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White Papers
Time-Varying Call Center Design Via Lagrangian Mechanics
Mar 2008
This paper considers a multi-server delay queue with finite additional waiting spaces and time-varying arrival rates, where the customers waiting in the buffer may abandon. These are features that...
Provided by Duke University
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White Papers
Cross-Selling in a Call Center With a Heterogeneous Customer Population
Sep 2007
Cross-selling is becoming an increasingly prevalent practice in call centers, due, in part, to its unique capability to allow firms to dynamically segment their callers and customize their product...
Provided by Columbia Business School
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White Papers
How Call Center Location Impacts Expectations of Service From Reputable Versus Lesser Known Firms
Dec 2007
Businesses are increasingly turning to call service centers located abroad to provide customer support. Although the country-of-origin literature as well as other reports may lead one to believe...
Provided by New York University
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White Papers
Impact of Customer Web Portals on Call Center: An Empirical Analysis
Oct 2010
Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm's cost of interacting with its customers...
Provided by Carnegie Mellon University
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White Papers
The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research
Oct 2007
Call centers are an increasingly important part of today's business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many...
Provided by Production and Operations Management Society
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White Papers
Connect and Empower Mobile Salespeople
Mar 2009
Welcome to CRM in the era of mobility. This evolution stands finally to extend the value of CRM from the management suite down to the field salespeople to whom it was previously an annoyance....
Provided by Oracle
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White Papers
Business Value Reporting and Analytics
Jun 2009
Customer service is a key differentiator in any competitive business climate. To make the most of every customer interaction, businesses must have a firm understanding of their customer's service...
Provided by Avaya
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Case Studies
Bank Takes Customer and Employee Support to the Next Level
Sep 2009
La Caixa is the premier savings bank in Spain and the third largest banking institution in Spain. La Caixa wanted to expand its banking business into new markets. The bank needed a technology...
Provided by Hewlett-Packard (HP)
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White Papers
Creating an Effective Training and Development Department
Mar 2010
Knowledge and technologies in nearly every field are increasing exponentially, so how should companies respond? On the one hand, they need employees to stay on top of the information avalanche; on...
Provided by SkillSoft
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White Papers
Training Vs. Hiring: Developing Your Staff When Hiring Is Not an Option
Mar 2010
In today's down economy, employee retention and development may be the last thing on your company leaders' minds. Fearful of the future, they feel reluctant to add more staff even if they have the...
Provided by SkillSoft
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White Papers
Five Tips for Energizing your Sales Organization
Mar 2010
Oracle Accelerate is Oracle’s approach to providing business software solutions to midsize organizations. The program started as a way to quickly implement industry-specific, on-premise ERP...
Provided by Oracle
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White Papers
Top 10 Misconceptions about Problem Management and Incident Resolution
Oct 2005
A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white...
Provided by iConclude
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Whitepapers
Forrester Research Report: Thirty-One Best Practices for the Service Desk
Jun 2005
According to a study conducted by Forrester Research, only 53 percent of surveyed IT users reported being satisfied with their help desk support. This startling revelation might lead some to point...
Provided by Citrix Online
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Case Studies
Pro BTP: Lower Costs and Increased Sales With a Comprehensive Call Center Solution
Jan 2009
PRO BTP, the primary professional retirement institution in France for builders and public works employees, has seen member call traffic increase from year to year and is expected to continue to...
Provided by IBM
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Whitepapers
How to Choose the Best Help Desk Software for Your Small or Midsized Business
Feb 2006
In today's competitive business environment, small and midsized businesses that want to grow and sustain an edge in the market must continually streamline and improve core business practices. In...
Provided by BMC Software
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Case Studies
Biggest Contact Center in the Balkans Empowers Telekom Serbia
Jan 2009
Via installing the biggest contact center in the Balkans, Telekom Serbia succeeded in interconnecting all departments and channelling the freshest information about its services through to nearly...
Provided by Avaya
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Case Studies
Too Good to Be True?: No, Ventelo's Avaya Interaction Centre Pays for Itself in 8 Months
Feb 2009
Norwegian telecommunications service provider Ventelo has been through a period of exponential growth over the past eight years. It was operating via a diversity of systems with little or no...
Provided by Avaya
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Case Studies
Visiting Nurse Service of New York Relies on Avaya IP Telephony to Support Health Care for Over 100,000 Patients Yearly
Aug 2009
New York, New York - Visiting Nurse Service of New York (VNSNY) is the largest not-for-profit home health care agency in the United States. The organization has relied on Avaya IP...
Provided by Avaya
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Case Studies
NSW Office of Fair Trading Boosts Customer Service With Avaya IP Telephony
Apr 2009
The NSW Office of Fair Trading (OFT) faced the challenge of delivering exceptional customer service while operating as a lean and well-oiled enterprise. In the past, OFT utilised different...
Provided by Avaya
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Case Studies
Raiffeisen Bank Keeps Ahead of Competitors in Serbia With Advanced Contact Center Solutions
Jan 2009
The rapidly expanding Raiffeisen Banka a.d., one of the leading banks in Serbia, ramped up the functionality of its contact center becoming the only bank in Serbia to offer telephone banking....
Provided by Avaya
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Case Studies
Anjaybee Infotech Harnesses Avaya Global Connect's Intelligent Communication Solutions to Create Dual Revenue Streams
May 2008
Anjaybee Industries wanted to create a dual function for its communications infrastructure without spending on additional hardware and software. The new infrastructure should be able to function...
Provided by Avaya
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Case Studies
OneCall Deploys Oracle E-Business Suite Release 12 for Increased Business Efficiencies
Mar 2010
OneCall.com wanted to provide high level of customer service to remain competitive in the crowded electronics retail space and replace multiple disconnected business systems with an integrated...
Provided by Oracle
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Case Studies
Results Group Automates Their Quality Monitoring With a Contact Center Solution From Avaya and CSI
Sep 2008
Following a rapid growth in business, Results Group expanded their operation by opening 23 new contact centers across North America and Europe. In order to meet the new demand for client contacts...
Provided by Avaya
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Case Studies
Avaya Case Study: Rocket Telecoms
Mar 2009
Rocket Ansa-Call was looking to implement a scalable, easily configured, leading edge contact centre. Rocket Ansa-Call initially chose an Avaya IP Office IP406 with Avaya Compact Contact Center...
Provided by Avaya
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White Papers
Improving the Contact Center Customer Experience: Supporting Data-Driven, Real-Time Customer Decisions
Feb 2010
Competing to attract new customers and retain existing ones in today's fast-paced, highly competitive markets requires many things; one of the most critical is ensuring that every customer...
Provided by Ventana Research
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White Papers
Countdown to Satisfaction: Practical Guidance to Hosted VoIP
Apr 2010
Companies are adopting Voice over IP (VoIP) communications, with hosted solutions becoming increasingly popular. What are the cost savings of VoIP over traditional telephony when it's enhanced...
Provided by Megapath
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Whitepapers
The Next Frontier for Support Centers
Mar 2010
This smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.
Provided by Citrix Online
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Whitepapers
Leveraging the Web Collaboration Capabilities within Remote Support
Nov 2009
This new TSIA white paper provides an overview of Web collaboration, explores how companies are utilizing its capabilities within technical support and details its business value.
Provided by Citrix Online
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Case Studies
Contact Center Boosts Call Response Time 66 Percent With Unified Communications Solution
Mar 2010
Emerson Ecologics provides nutritional supplements and supplies to healthcare practitioners. The company runs a midsize contact center that brings in approximately 50 percent of its revenues. When...
Provided by Microsoft
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White Papers
Innovating With Your Contact Center: Turning Your Customers Into Brand Advocates
Feb 2010
Today's technologically savvy consumers are more versatile in how they communicate and more sensitive to how service options resonate with their own communications habits. As a result, versatility...
Provided by Alcatel-Lucent
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White Papers
Contact Centers for Crisis Communication in a Disaster
Dec 2009
CiRM, e-services, and voice portals have transformed public service communication. They are now key elements for managing interactions between citizens and their governments in normal times and in...
Provided by Alcatel-Lucent
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White Papers
What Is the Future for Multishore Outsourced Customer Contact?
Dec 2008
Navigating the challenges of the current economic situation means that enterprises across industries must develop strategies for ensuring Long-term customer satisfaction, while at the same time...
Provided by SITEL
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White Papers
Harnessing Your Tribal Knowledge
May 2010
Today's enterprises are challenged with capturing and disseminating information across globally dispersed organizations. Most of a company's knowledge is in the heads of employees and conveyed...
Provided by Altus
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White Papers
Universal Queuing: A Cookbook for Transforming Your Call Center Into a Contact Center
May 2010
Everyday life transforms, technology evolves, communication methods advance, and organizations battle to stay ahead of the competition. Transformation is essential to survival. One has to see one...
Provided by Callfinity
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Whitepapers
IBM Tivoli Monitoring trial download: Optimize energy consumption.
Aug 2009
Make the most of your IT budget by managing energy consumption effectively. By monitoring energy usage and heat levels in your data center and facilities, you can see how and where to optimize for...
Provided by IBM
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White Papers
Enabling Effective Nurse Communications
Jan 2010
Healthcare providers today face increasing pressure from many directions. They must improve patient care, despite persistent nursing staff shortages, and adopt new technologies in an ever-evolving...
Provided by Avaya
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White Papers
Sony delivers a premium product with a premium support experience
Nov 2011
Sony VAIO customers expect a premium product and a premium support experience. With the help of LogMeIn Rescue, Sony increased its customer satisfaction and reduced average talk time on calls....
Provided by LogMeIn
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White Papers
Product Download : Applications & Systems Monitoring Tool
Jun 2010
ManageEngine Applications Manager is an availability and performance monitoring software that helps businesses ensure high availability and performance for their business applications by ensuring...
Provided by ManageEngine
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Webcasts
Video: ColorCon Uses Enterprise Manager for Monitoring Consistency
Jun 2010
Challenged by monitoring multiple data centers, ColorCon discusses how Oracle Enterprise Manager helped improve its monitoring and management consistency.
Provided by Oracle
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Webcasts
Video: Equinix Gains Proactive Management with Enterprise Manager
Jun 2010
Equinix discusses how Oracle Enterprise Manager offers proactive Portal monitoring and management.
Provided by Oracle
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Webcasts
Video: Operational Management With Oracle Enterprise Manager
Jun 2010
Watch as Thomas Kurian, EVP of Development and Sushil Kumar, VP of Product Strategy along with Office Depot as they discuss key success factors in end-to-end operational management.
Provided by Oracle
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White Papers
The State Of Customer Experience,2010
Feb 2010
With tighter budgets and fewer resources, companies across North America are turning to improved customer experience as a way to build business and enhance brand loyalty. The biggest obstacle to...
Provided by Adobe Systems
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Case Studies
Consumers Save Money and Insurers Get More Business With FMR.ie
May 2008
Flood Maguire & Robertson Limited (FMR), a leading online insurance broker based in Ireland, chose LANSA over other web application and is pleased with it. This case study will tell the reader...
Provided by LANSA
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Case Studies
PartyLite Europe Uses RAMP to Boost User Productivity and Feedback
May 2008
This case study talks about how PartyLite Worldwide Inc., a LANSA customer based in US since year 1995 and in Europe since year 1997 worked along with it to ensure smooth expansion of PartyLite's...
Provided by LANSA
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Case Studies
Ventas y Servicios S.A. Improves Service and Boosts Sales by 50% With Scalable Call Center Platform
May 2010
Ventas y Servicios S.A. is a Columbian call center company that primarily offers outsourcing and insourcing services through telephone-based services in the areas of debt collection, sales, and...
Provided by Oracle
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Case Studies
Call Centre Boosts Collaboration With New Knowledge Management Solution
Mar 2010
Piraeus Bank is a leading banking and financial services group of Greek. The bank largely relies on Piraeus Bank Direct Services (PDS), an affiliate of Piraeus Bank, for its Call Centre services....
Provided by Microsoft
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Case Studies
A Call Center Case Study: The Impact of Workstation Design and Work Tools on Performance
Jan 2010
This case study speaks about a Midwest consumer retailer who owned a few call centers and wanted to analyze the relationship between performance of customer service representatives (CSRs) and...
Provided by Knoll
