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call center - contact
(430 results)-
Webcasts
Top Ten Errors Contact Center Trainers Make...And How to Avoid Them in Your Center
Jul 2006
Proper training is the key to call center agent success. Sending employees out onto the call floor without proper training is like having them learn to ride a bike by reading about it - it just...
Provided by Mercom Systems
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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
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
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
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
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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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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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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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
The Customer Focused Contact Center
Aug 2006
Call it what you will - the contact center or call center, customer service, or 1-800 number is a critical area where the customers experience and attitude towards the company are developed. The...
Provided by IBM
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White Papers
Customer Relationship Management in Retail Banking
Oct 2006
Retail banks are facing greater challenges than ever before in executing their customer management strategies. Intensifying competition, proliferating customer contact channels, escalating attacks...
Provided by Electronic Data Systems
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White Papers
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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White Papers
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
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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White Papers
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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White Papers
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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White Papers
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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White Papers
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 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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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
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
An Empirical Analysis on the Operational Efficiency of CRM Call Centers in Korea
Dec 2007
As CRM has come into the spotlight, call center, which is at the cutting edge of CRM strategy, is newly spotlighted as an important communication channel of relationship between company and...
Provided by Pusan National University
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Case Studies
Telenet Transforms Its Customer Care Call Center Into a Sales Outlet
Sep 2010
Telenet is the largest provider of broadband cable services in Belgium. In addition to answering customers' questions correctly, the company wanted to allow its call center operatives to make...
Provided by IBM
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Case Studies
Sogecable Improved Its Call Center's Performance Thanks to IBM SPSS Software
Mar 2011
Sogecable is a frequent user of IBM SPSS software, as several of the company's departments use it for different applications, from analyzing audiences and market studies to creating data mining...
Provided by IBM
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Case Studies
Improving Global Call Center Operations Through IT Transformation
Feb 2011
Based in Cinisello Balsamo, Italy, Call & Call Holding is the parent company of a network of call and contact centers distributed throughout Italy. With around 2800 operators and 1600...
Provided by IBM
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Case Studies
West Interactive Reconnects With Customers
Sep 2010
West Interactive Corporation gathers and analyzes data from multiple channels, including Interactive Voice Response (IVR) systems, call center agents and survey results. The company wants to...
Provided by IBM
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Whitepapers
Optimize a Lead Nurturing Campaign: 5 Steps to Boost Conversation and Warm a Cold List
Jan 2011
Like any relationship, leads need nurturing. But what if your prospect list has grown cold? Is it too late to revive it? This MarketingSherpa white paper explores how to optimize your lead...
Provided by Citrix Online
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Whitepapers - Video
Tivoli Live Monitoring Services - Improving Service Delivery with Fast Return on Investment Expert Video
Jul 2011
IBM® Tivoli® Live monitoring service is a unique software as a service (SaaS) solution offering a monthly subscription service delivered by IBM Global Technology Services. The solution...
Provided by IBM
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White Papers
Insight: The Critical Path to Competitive Differentiation for Growing Companies
Jul 2011
Insight is the power to see into most any given situation. As such, insight requires a combination of experience and analytics that enable better decision making. Insight helps small and medium...
Provided by SAP
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Whitepapers
Trends in HR Shared Service Delivery: Service Quality is Gaining Importance on the Agendas of Shared Service Decision-Makers
Jul 2011
Explore the role of technology in HR service delivery - and what shared-services owners should consider when choosing their HR shared service delivery platform. (Workforce Solutions, 2011)
Provided by SAP
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e-Books
The Customer Experience Edge
Jul 2011
Read how across industries, companies are investing in technology and techniques for mapping high-quality and profitable customer experiences: identifying and creating innovative ways to close...
Provided by SAP
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White Papers
SAP CRM Rapid-Deployment Solution
Jul 2011
Learn how SAP brings together software and services in a new offering that gives you essential functionality for customer relationship management quickly and affordably, reduces risk, and puts you...
Provided by SAP
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Case Studies
Raising the Bar on Customer Service
Jun 2007
Banco de Credito is Peru's largest bank with over 30% market share, 220 branches and over a million customers. The challenge faced by the company was to integrate a new solution that would enable...
Provided by Unisys
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White Papers
The Social Contract
Jul 2011
Customers, Companies, Communities, Conversations in the Age of the Collaborative Relationship
Provided by SAP
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White Papers
You're Virtually There: Remote Support Best Practices and Benefits
Jul 2007
In recent years, a new breed of remote support has become available and is being rapidly adopted in support centers. This free DB Kay & Associates report demonstrates the benefits of these new...
Provided by WebEx Communications
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Downloads
Utilities Demo: IBM Content Manager OnDemand Consolidated Solution
Aug 2007
This demonstration shows how IBM Content Manager OnDemand is used by a utility company as the basis for an online bill and invoice system, and to enable customer self-service. Download and run...
Provided by IBM
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White Papers
Hosted CRM Vendor Comparison Guide
Jul 2007
Hosted CRM solutions make up a sizable portion of the growing CRM market. This guide breaks down the major players (Salesforce.com, RightNow Technologies, NetSuite, and Oracle) so you can quickly...
Provided by Inside CRM
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Whitepapers
Geo-Distributed Contact Centers With Microsoft Lync
Sep 2012
In today's world, many businesses have operations in multiple locations around the globe. Whether these are the result of acquisitions, international expansion, offshoring, or other factors, they...
Provided by Clarity Consulting
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Whitepapers
Solving Agencies' Big Data Challenges: PED for On-the-Fly Decisions
Sep 2012
With the growing volumes of rich sensor data and imagery used today to derive meaningful intelligence, government agencies need to address the challenges posed by these big datasets. NetApp...
Provided by NetApp
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Whitepapers
Loss from Legacy: Management challenges of legacy contact center systems
Oct 2012
In an increasingly connected world, customers expect a rich, always-on, multimedia experience. Enterprises with legacy Contact Centers are losing out in the battle for customer loyalty....
Provided by Genesys
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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
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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Case Studies
Sabre Holdings Increases Customer Insight and Service Efficiency in Its Sabre Travel Network Business Unit
Aug 2009
Sabre Holdings wanted to create a single repository of accurate and up-to-date customer information to improve sales and customer service and consolidate previously disparate Customer Relationship...
Provided by Oracle
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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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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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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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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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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
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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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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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
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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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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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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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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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
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
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
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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Webcasts
Microsoft Dynamics CRM - Chill Factore Video Case Study
Jan 2009
Chill Factore is an indoor snow venue in northwest England modeled after Alpine resorts. Chill Factore implemented Microsoft Dynamics® CRM to track all transactions, purchases, customer...
Provided by Microsoft
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White Papers
How to Choose the Best CRM Implementation Partner for Your Call Center
Jul 2009
In the era of multi-channel communications, the Service Management and Customer Support features used in Call Centers, along with Sales Force Automation (SFA), are among the most common...
Provided by OSF Global Services
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White Papers
Reducing the Cost of Service Delivery to Retail Banking Customers: "Higher Performance at a Substantially Lower Cost"
Feb 2009
This Avaya & IBM Thought Leadership Point of View is designed for retail banking executives with responsibility for customer service, operations, security, business continuity, IT and...
Provided by Avaya
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White Papers
Turning Facts Into Intelligence With Avaya IQ: How the Avaya IQ Data Model Provides a Platform for Harnessing Information in Your Contact Center
Jun 2008
Avaya IQ is a new way of seeing contact center Conventional reporting is like watching a televised football game with a single camera. Only with many perspectives can one really analyze the game....
Provided by Avaya
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White Papers
Best Practices for Home Agents
Feb 2008
A home agent is a contact center agent who works solely from home. The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based...
Provided by Avaya
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White Papers
Avaya Proactive Outreach Solutions: Make the Most of Outbound Customer Contact
Feb 2009
Outbound calls can be a depersonalized experience for customers. The outbound dialer may not be linked to business systems, thus a customer call may not be related to any current event in the...
Provided by Avaya
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White Papers
Innovations in Avaya IQ: Advances in Contact Center Reporting to Help You Solve Problems
Apr 2009
Avaya worked with customers just like to design Avaya IQ, the next-generation contact center reporting platform, so that Avaya IQ provides intelligent solutions for the business problems face...
Provided by Avaya
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White Papers
Virtualizing Contact Centers: The EDS-Avaya Approach - The Inevitability of Data/voice Convergence in Contact Center Environments, and How Companies Today Are Benefiting From It
Oct 2008
All technology evolves over time And in the same way it took a few years to evolve PC storage - from floppy disks to CD-ROMs to thumb drives in a USB port - in the midst of a similar phenomenon...
Provided by Avaya
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White Papers
Is Your Self-Service Solution Self Serving?: Address the Impact of Market Pressures Now
Apr 2009
Today's struggling economy has posed challenges to businesses and customers alike. Organizations must operate more efficiently while still retaining and attracting customers. Customers have less...
Provided by Avaya
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White Papers
Intelligent Customer Routing: A New Architectural Approach to Intelligent Customer Service - Moving Beyond "Flatten, Consolidate, Extend" Leveraging SIP and Open Standards
Mar 2008
New technology and changing business drivers are leading organizations to take the next step in open standards architectures. Intelligent Customer Routing facilitates new intelligent customer...
Provided by Avaya
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White Papers
IP Contact Center: Realize the Full Business Potential of IP Contact Centers
Feb 2008
The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on investment from IP contact centers. IP contact centers provide compelling benefits...
Provided by Cisco Systems
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White Papers
Cisco Unified CallConnector Server - SBCS
Jul 2008
The objective of this Technical White Paper is to provide Systems Engineers (SE)s and Value Added Resellers (VAR)s a step-by-step configuration guide to deploy the Cisco Unified CallConnector...
Provided by Cisco Systems
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White Papers
Staffing Service Coordinates Sales Activities, Utilizes Business Intelligence with CRM Solution
Apr 2008
Volt Information Sciences, Inc. provides staffing services, telecommunications, and information solutions to Fortune 100 customers. The company's 5,000 employees used diverse tools to access...
Provided by Microsoft
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White Papers
Raymond James Financial to Provide CRM Solution, Distribute Best-Practices Workflow
Aug 2009
Raymond James Financial employs over 3,000 financial advisors, 75 percent of whom are independent contractors. To attract and keep well-to-do clients, these advisors must apply sophisticated...
Provided by Microsoft
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White Papers
Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution
Jul 2008
Service Repair Solutions provides technology solutions that help automotive technicians increase the efficiency and accuracy of their work. For two years, Service Repair Solutions used NetSuite...
Provided by Microsoft
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Webcasts
Microsoft Dynamics Webcast: Transforming Customer Service into a Strategic Asset
Feb 2008
What is the role of customer service in your organization? Is it considered simply a cost of doing business or does it play a critical role in your organization's business strategy? For years,...
Provided by Microsoft
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Webcasts
Microsoft Dynamics Webcast: Beyond the Boundaries of Traditional CRM
Mar 2008
Microsoft Dynamics® CRM is one of the fastest growing CRM products in the market. In addition to the functionality you would expect from a world-class CRM solution, Microsoft Dynamics CRM also...
Provided by Microsoft
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White Papers
Power Monitoring Supervisory, connectivity and protection options that add an umbrella of protection over your entire IT infrastructure
Jul 2009
Monitoring options are now available for organizations of any size. You can remotely monitor and manage a single uninterpretable power system (UPS), an enterprise-wide network of many UPSs and...
Provided by Eaton
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Case Studies
Sui Southern Gas Company Realizes Thousands of Dollars in Cost Savings With Automated Billing
Jun 2009
Sui Southern Gas Company (SSGC) wanted to establish the company's position as a public utility with a customer centric approach to business and integrate multiple disparate billing and customer...
Provided by Oracle
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White Papers
BPO - The India Advantage
Jun 2008
It all started in the early 1990s, when business process outsourcing in India was mainly associated with medical transcription. Those were certainly small beginnings, but still their contribution...
Provided by Telegenisys.com
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Webcasts
The Top 5 Challenges in Processing Customer Orders
Feb 2009
View this on-demand webcast and gain insight into solving key order processing problems that affect customer service: Lack of visibility to track workflow, manage workload and access orders Low...
Provided by Esker
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Whitepapers - Video
Tivoli Live Monitoring Services - Improving Service Delivery with Fast Return on Investment Expert Video
Jul 2011
IBM® Tivoli® Live monitoring service is a unique software as a service (SaaS) solution offering a monthly subscription service delivered by IBM Global Technology Services. The solution...
Provided by IBM
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White Papers
Insight: The Critical Path to Competitive Differentiation for Growing Companies
Jul 2011
Insight is the power to see into most any given situation. As such, insight requires a combination of experience and analytics that enable better decision making. Insight helps small and medium...
Provided by SAP
-
Whitepapers
Trends in HR Shared Service Delivery: Service Quality is Gaining Importance on the Agendas of Shared Service Decision-Makers
Jul 2011
Explore the role of technology in HR service delivery - and what shared-services owners should consider when choosing their HR shared service delivery platform. (Workforce Solutions, 2011)
Provided by SAP
-
e-Books
The Customer Experience Edge
Jul 2011
Read how across industries, companies are investing in technology and techniques for mapping high-quality and profitable customer experiences: identifying and creating innovative ways to close...
Provided by SAP
-
White Papers
SAP CRM Rapid-Deployment Solution
Jul 2011
Learn how SAP brings together software and services in a new offering that gives you essential functionality for customer relationship management quickly and affordably, reduces risk, and puts you...
Provided by SAP
-
Case Studies
Raising the Bar on Customer Service
Jun 2007
Banco de Credito is Peru's largest bank with over 30% market share, 220 branches and over a million customers. The challenge faced by the company was to integrate a new solution that would enable...
Provided by Unisys
-
White Papers
The Social Contract
Jul 2011
Customers, Companies, Communities, Conversations in the Age of the Collaborative Relationship
Provided by SAP
-
White Papers
You're Virtually There: Remote Support Best Practices and Benefits
Jul 2007
In recent years, a new breed of remote support has become available and is being rapidly adopted in support centers. This free DB Kay & Associates report demonstrates the benefits of these new...
Provided by WebEx Communications
-
Downloads
Utilities Demo: IBM Content Manager OnDemand Consolidated Solution
Aug 2007
This demonstration shows how IBM Content Manager OnDemand is used by a utility company as the basis for an online bill and invoice system, and to enable customer self-service. Download and run...
Provided by IBM
-
White Papers
Hosted CRM Vendor Comparison Guide
Jul 2007
Hosted CRM solutions make up a sizable portion of the growing CRM market. This guide breaks down the major players (Salesforce.com, RightNow Technologies, NetSuite, and Oracle) so you can quickly...
Provided by Inside CRM
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Whitepapers
Developing A True Multi-Channel Contact Center
Nov 2010
The multi-channel service center is coming! Everyone in the service and contact center sector knows it. Customer support organizations have evolved from call centers to contact centers (phone and...
Provided by Citrix Online
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Whitepapers
Geo-Distributed Contact Centers With Microsoft Lync
Sep 2012
In today's world, many businesses have operations in multiple locations around the globe. Whether these are the result of acquisitions, international expansion, offshoring, or other factors, they...
Provided by Clarity Consulting
-
Whitepapers
Solving Agencies' Big Data Challenges: PED for On-the-Fly Decisions
Sep 2012
With the growing volumes of rich sensor data and imagery used today to derive meaningful intelligence, government agencies need to address the challenges posed by these big datasets. NetApp...
Provided by NetApp
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Whitepapers
Integrating Network Monitoring and the Help Desk for Expedited Problem Resolution
Sep 2012
You Really CAN Speed Help Desk Problem Resolution It's no secret - when an issue hits the help desk, you need to solve it RIGHT NOW. Are you getting to resolution time fast enough? In this Quest...
Provided by Quest Software, now a part of Dell
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Whitepapers
Taking the Help Desk Further
Sep 2012
Get the Most From Your Help Desk! Organizations that have implemented at least a basic help desk system know how valuable these solutions are. By helping to coordinate user requests and IT's...
Provided by Quest Software, now a part of Dell
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Whitepapers
Taking a SIP: What Executives Should Know About IP Transformation in the Contact Center
Oct 2012
The emergence of the SIP (Session Initiation Protocol) open standard is speeding the adoption of IP-based solutions and simultaneously delivering compelling business benefits and opportunities for...
Provided by Genesys
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Whitepapers
Loss from Legacy: Management challenges of legacy contact center systems
Oct 2012
In an increasingly connected world, customers expect a rich, always-on, multimedia experience. Enterprises with legacy Contact Centers are losing out in the battle for customer loyalty....
Provided by Genesys
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Whitepapers
Genesys SIP - Empowering Enterprise-wide Customer Service
Oct 2012
This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to...
Provided by Genesys
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Whitepapers
Intelligent Online Engagement for Sales
Oct 2012
Forrester Research reports that, within the United States alone, the online channel brought in over $175bn in revenue, and is expected to add roughly $30bn in revenue every year over the next five...
Provided by LivePerson
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Whitepapers
Intelligent Online Engagement for Customer Services
Oct 2012
Whether they need to check bank balances or manage phone service, people expect to find the information they need upon visiting a business's website. The web is becoming the go-to place for...
Provided by LivePerson
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Case Studies
Case study: How Virgin Atlantic increased online sales and service
Oct 2012
Virgin Atlantic offers end-to-end differentiated customer service starting at the point of booking via their website. Offering this high level of service, while dealing with fluctuating levels of...
Provided by LivePerson
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Case Studies
Ted Baker case study: Personalising business for better value
Oct 2012
Significant business expansion has increased the popularity of Ted Baker online and www.tedbaker.com has seen significant growth in visitors. The team at Ted Baker needed to find a way to support...
Provided by LivePerson
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Case Studies
Case study: Phones4u lifts online sales and value
Oct 2012
In the high-velocity mobile market, new products come to market so fast that the challenge for Phones4u is to react quickly enough to meet customer demand, particularly with high-profile launches...
Provided by LivePerson
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Case Studies
Case study: How BT increased online sales conversions
Oct 2012
A review of BT.com highlighted that, while the site was doing well, it could do better -- especially to drive sales online, rather than completing them via call centres. This case study highlights...
Provided by LivePerson
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Whitepapers
Own Your Network with Continuous Monitoring
Sep 2012
This white paper produced by the SANS Analyst Program distills continuous monitoring down to its four basic components. It also gives those who want to implement continuous monitoring, but are...
Provided by Tripwire
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Case Studies
World Wide Technology Designs and Implements Scalable VOIP Telephony Solution for State's Largest University
Jun 2008
The University of Alaska Anchorage (UAA) needed to update its entire telecommunications system as they lacked comprehensive maintenance and support for their aging PBX system. The University of...
Provided by World Wide Packets
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Whitepapers
Self-Service That Really Serves
Apr 2009
Company/customer interactions have changed dramatically. Customers are looking for a seamless, accurate online experience that recognises their status and worth, regardless of the channel....
Provided by Oracle
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Whitepapers
Market Focus Report: The Value of Mobile and Social for CRM
Mar 2012
Adding mobile access and social collaboration to CRM delivers significant benefits. In a survey of CRM decision makers, Nucleus found that providing sales people with mobile device access to CRM...
Provided by Salesforce.com Australia
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Case Studies
Crisis Call Center: Nonprofit Cuts IT Work by $20,000 Annually, Boosts Reliability With Online Software
Nov 2009
Crisis Call Center is a northern Nevada - based crisis-hotline service. For years, the nonprofit ran its entire operation on one aged server that was slow and unreliable, but there were no funds...
Provided by Microsoft
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Case Studies
Cloud - BT Case Study
Feb 2012
British Telecommunications is one of the world's leading telecommunications companies. Like any modern corporation, BT depends heavily on its database infrastructure to support critical business...
Provided by Oracle
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Whitepapers
King Fish Media: How Analytics Bring Organizations Closer to Their Customers
Jan 2013
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past - much better. Find out how IBM Business Analytics solutions can help...
Provided by IBM
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Whitepapers
More than "Just CRM" : 4 Keys to Optimizing Long-Term Loyalty and Revenue
Jan 2013
Today, implementing a customer relationship management (CRM) application may not be enough to remain competitive. To gain market share and grow revenue, many companies complement a CRM application...
Provided by IBM
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Whitepapers
Resting Time Activeness Determines Team Performance in Call Centers
Dec 2012
Improving team performance has long been a great concern of leaders and managers. They try to understand the factors affecting performance and reorganize their team on the basis of their...
Provided by Hitachi, Ltd.
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Whitepapers
Implementation of 'ASR4CRM': An Automated Speech-Enabled Customer Care Service System
Nov 2008
The main disadvantage of human presence in the call centers of GSM service providers is poor response time. The preference of IVR services by Nigerian GSM subscribers can be attributed solely to...
Provided by EuroJournals
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Case Studies
Lender Saves Money and Improves Customer Service
Jul 2012
International Personal Finance is a leading international home credit business serving 2.4 million customers and operating under the Provident brand in six markets. Their challenges are to reduce...
Provided by Cisco
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Whitepapers
Customer Intelligence: What's Hiding in Your Calls?
Oct 2009
For years, contact centers have recorded customer calls for the purposes of quality monitoring, regulatory compliance, fraud and legal protection. In most cases, no more than 5-10% of these calls...
Provided by Aditya Birla Minacs
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White Papers
Profitable Strategies for Optimizing Help Desk Operations
Sep 2007
In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than...
Provided by SupportSoft
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Case Studies
Nortel Network Case Study: Kerzner International Limited
Nov 2007
Kerzner is among the elite in the luxury resort industry. Its objective is to anticipate, meet, then exceed customer expectations - to set the standard for the ultimate guest experience. As such,...
Provided by Nortel Networks
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White Papers
Host your call centre in the cloud
Aug 2011
You need contacts. Without contacts, you have no customers, but running call centres can be an expensive and time-consuming process. In a traditional view, a contact operation would run on the...
Provided by New Voice Media
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Whitepapers
The Total Economic Impact™ of VMware ThinApp report (Forrester Research whitepaper)
Sep 2010
In July 2010, VMware commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realize by deploying ThinApp. The purpose of...
Provided by VMware
