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call center - contact
(429 results)-
White Papers
Minimizing Risk in an Interrupt-Driven World: Life in the Outbound Call Center Regulatory and Policy Compliance Management
Sep 2007
It's the classic outbound Call Center problem. The interrupt-driven, unpredictable nature of the business means even the most button-down and best operational plans and strategic direction can...
Provided by Austin Logistics
-
White Papers
CallAssist: Helping Call Center Agents in Preference Elicitation
Sep 2007
The increasing complexity of products and services being offered by businesses has made providing customers with easy access to technical assistance an important business function. Therefore, most...
Provided by Association for Computing Machinery
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White Papers
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting - How Contact Center Reporting and Analytics Can Deliver a Rapid Return on Investment
Nov 2007
Contact centers are under increasing pressure to lower technology costs and increase the return on every investment. Avaya IQ helps the user achieve these goals. This next-generation reporting and...
Provided by Avaya
-
Case Studies
Call Centre Agents Improve Performance 3.7 Per Cent With Real-Time Monitoring Solution
Mar 2008
Global Bilgi is a leading customer interaction centre based in Turkey. In 2006, the company started developing Dashboard, an in-house solution that provides team managers with performance data...
Provided by Microsoft Tips
-
Case Studies
Teachers Association Turns to Centralized Data Repository to Improve Member Service
Apr 2008
The California Teachers Association (CTA) serves 350,000 members. It provides a full range of offerings, including the improvement of teaching conditions, representation in the political arena,...
Provided by Microsoft Tips
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Case Studies
EDS and Avaya Create a Global Infrastructure for Contact Centers to Enable Operational Efficiencies, High Productivity, and Client Satisfaction
Mar 2008
With hundreds of clients in all major industries, Electronic Data Systems Corporation (EDS) needs to address an extremely wide range of evolving Customer Relationship Management (CRM) requirements...
Provided by Avaya
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Case Studies
Critical Patient Care and Rapid Client Growth Create Need for Intelligent Communications
Jan 2008
Swiss Medical Group(SMG) wanted to enhance customer contact quality and provide confidence-building support to patients in multiple facilities through updated communications throughout the SMG....
Provided by Avaya
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White Papers
Koch Industries, Inc.- Managing compliance training through e-learning
Oct 2011
With thousands of employees spread across hundreds of sites, delivering and tracking compliance training is extremely difficult. Koch Industries places huge emphasis on the health and safety of...
Provided by SkillSoft
-
Whitepapers
How to Calculate the ROI of Remote Support
Aug 2007
Few companies today will approve new support technology purchases without first addressing the projected return on investment (ROI). In this SSPA Executive Insight, VP of research John Ragsdale...
Provided by Citrix Online
-
Case Studies
Bluebean Wins Customers' Confidence With New Avaya Contact Center Solution
Apr 2008
Bluebean previously engaged a hosted solution for its inbound call center operations. However, the hosted solution vendor was unable to keep up with Bluebean's growing business as well as the more...
Provided by Avaya
-
Case Studies
VP Bank Group Launches Communications System Based on Avaya and NovaLink Solution
Jan 2008
One of the largest banks in Liechtenstein, VP Bank Group has more than 600 employees and draws customers from over 60 countries. VP Bank Group needed a system that would fulfill all its...
Provided by Avaya
-
Case Studies
Woosh Wireless Revamps Call Center With Avaya Communications Manager to Increase Productivity
Dec 2007
With over 70 Customer Service Representatives (CSR's) handling hundreds of calls a day, Woosh wanted to move its call centre from a satellite office, back to its corporate headquarters while...
Provided by Avaya
-
Case Studies
Avaya Case Study: Towergate
Apr 2008
Towergate prides itself on meeting every insurance need. However, with so many different telephony systems, Towergate wanted to retire the platforms and replace them with a single unified solution...
Provided by Avaya
-
Case Studies
MakeMyTrip.com Achieves 99.99% Uptime With Avaya's Contact Centre Solution
Mar 2008
MakeMyTrip.com wanted to expand its 25-seat Contact Centre to 250 seats. Its key challenge was to find a solution that would keep its online business running 24x7 and deliver a complete customer...
Provided by Avaya
-
Case Studies
Mangocity Leads China's Online Travel Services Industry With Avaya Solutions
Apr 2008
The online tourism industry in China is extremely competitive, with many dominant and established players. As a new entrant in 2006, Mangocity's biggest challenge was to differentiate its travel...
Provided by Avaya
-
Case Studies
NZAA Turns to Avaya to Improve Call Centre Efficiency and Regional Office Productivity
Apr 2008
The New Zealand Automobile Association (NZAA) needed to implement a new communications platform after Avaya ended support for its existing ageing system. Newer Avaya technologies gave the NZAA an...
Provided by Avaya
-
Case Studies
IAH Gets Ahead of the Game With Avaya MultiVantage Express
Apr 2008
IAH's phone system was unable to keep up with the Company's expanding operations. It also lacked call conferencing capabilities, which the business needed. The company also needed a solution that...
Provided by Avaya
-
Case Studies
Avaya Case Study: 9-1-1 and Beyond
Apr 2008
9-1-1, 3-1-1, the Mayor's Call Center, and other agencies in the District of Columbia operated on separate and disparate communications platforms. By 2004 the existing structures and technologies...
Provided by Avaya
-
Case Studies
Microsoft Dynamics CRM Online - 1888-TRASHIT! Case Study
Apr 2008
1-888-TRASH-IT! wanted a CRM system that could capture, share, and use customer data specific to the company's operations to improve customer acquisition and retention. Company managers evaluated...
Provided by Microsoft
-
White Papers
Customer Service Data Sheet
Jan 2010
Explore how Microsoft Dynamics® CRM business software arms your customer service professionals with a customer service and support solution that combines the power of productivity with ease of...
Provided by Microsoft Dynamics
-
Case Studies
State Agency Invests in Technology to Manage Increased Calls
May 2010
The Oregon Employment Department (OED) is an active partner in the development of the state's workforce development system. OED has an automated message that is played for every incoming call,...
Provided by Cisco Systems
-
White Papers
Why cloud-based call centres work
Nov 2011
Cloud computing offers a better alternative to traditional contact centres. Your business can reap substantial benefits by moving to a cloud contact centre, including faster deployments, reduction...
Provided by New Voice Media
-
Webcasts
July 10th: Just MASH Marketing: The Customer Reference Mashup
Jul 2008
Your business is booming. You have a long list of happy customers...but don't know if you have the most current story. Register for and attend this Serena Webinar on Thursday, July 10, 2008 at...
Provided by Serena Software
-
Case Studies
Tour Operator Transforms Customer Contact Through Contact Centre Solution
Feb 2008
R&T Tours arranges soccer holidays for amateur clubs and schools around the UK. Its existing telephone system was becoming outdated and close to being unable to cope with the volume of calls -...
Provided by Nortel Networks
-
Case Studies
Leading Mobile Operator Revolutionises Customer Services With IVR
Nov 2007
Orange Spain wanted to increase the quality and convenience of services for customers, while reducing its operating costs. They aimed to achieve this by automating responses to common customer...
Provided by Nortel Networks
-
Case Studies
Transformed Customer Service for Leading Scottish Financial Institution
Apr 2008
As Scotland's largest building society, Dunfermline Building Society wanted to improve the flexibility of its customer service. They wanted more efficient, flexible technology, particularly for...
Provided by Nortel Networks
-
Case Studies
Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base
May 2008
Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps...
Provided by Oracle
-
Case Studies
eBucks Brings Contact Center In-House and Dramatically Improves Customer Service
Apr 2008
Set up by FirstRand Bank Limited, eBucks is the country's leading multi-partner rewards program. eBucks wanted to build in-house contact center to provide the flexibility and responsiveness that...
Provided by Oracle
-
Case Studies
Global Real Estate Management Firm Chooses CRM Solution to Reduce TCO, Enhance Service
Jun 2008
Jones Lang LaSalle, a real estate management services company, has 160 offices and 28,000 employees in 50-plus countries. The firm's staffers used eight different tools ranging from spreadsheets...
Provided by Microsoft
-
Case Studies
Agency Chooses New Technology to Drive Up Tourism and Strengthen Customer Relations
Apr 2008
The goal of South African Tourism's global employees is to increase tourism to the nation to help enhance the nation's economy. This global presence created a unique challenge: collaboration...
Provided by Microsoft
-
White Papers
Improving Office Productivity: Shared Workspace, Meeting Rooms, Conference Rooms Software
Jul 2008
Desk sharing among mobile workers is known by several names: hoteling, hot-desking, virtual office, etc. It's simple and powerful. Mobile workers, like sales representatives, consultants,...
Provided by EPAZZ, Inc.
-
Webcasts
How to Hack a Call Center Telephone System
Jan 2011
How To Hack A Call Center Menu System: Tired of touch-tone hell? In this Webcast, the presenter shows how to find phone numbers, cheat the computer and hack the call center system with the hacking...
Provided by Videojug
-
Case Studies
L'Oreal Brasil Integrates Data From Call Center to E-Commerce and Extracts Reports in Minutes
Jul 2008
L'Oreal Brasil wanted to implement a customer relations system to integrate many call center services - customer service, beauty professional services, and skin surveillance - with the e-commerce...
Provided by Oracle
-
Case Studies
Comic Relief Boosts Sport Relief 08 Funds by Handling 100% of Call Center Transactions Electronically
Jun 2008
Comic Relief wanted to process all telephone donations received at the 6,500-seat virtual call center electronically to boost transaction speed, data quality, donor service and identify failed...
Provided by Oracle
-
Case Studies
Delivering World-Class Customer Service With Every Interaction
Jul 2008
Blue Cross and Blue Shield of Kansas City (BCBSKC) is the largest and only local commercial carrier. BCBSKC faced a number of challenges in achieving its business, customer service and IT goals....
Provided by Nortel Networks
-
Case Studies
excelleRx, the Market Leader in Pharmaceutical Hospice Care, Relies on Experts to Create a World-Class Contact Center
May 2008
An essential part of excelleRx operations is having its network always available and operating at peak efficiency. Given the critical nature of its business, excelleRx required a best-in-class...
Provided by Nortel Networks
-
Case Studies
IP Contact Centre Increases Staff Productivity and Improves Service for Residents
Feb 2008
Rushmoor Borough Council wanted to upgrade its existing data infrastructure with new Voice over IP (VoIP) technology to meet the Council's ICT strategic objectives, improve efficiency and enhance...
Provided by Nortel Networks
-
Case Studies
Red Hat Drives Desktop Cost Savings for Europcar
Jun 2008
As one of the world's leading car rental companies, Europcar has a network of over 2,600 branches across 118 countries, including 110 offices around Australia. Europcar faced the challenge of...
Provided by Red Hat
-
White Papers
Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?
Oct 2008
In this document, you will discover the results of the largest-ever survey of enterprise and contact center employees. Their workflows reveal the silent but staggering costs of fragmented...
Provided by Siemens
-
White Papers
Business intelligence to the rescue: A Forrester study
Feb 2012
Business processes are becoming more integrated and complex, costs are controlled in all areas, and data is growing at an overwhelming rate. To meet these changing conditions, companies of all...
Provided by SAP
-
Webcasts
Microsoft Dynamics Webcast: Choosing the Right Customer Relationship Management System
Feb 2009
Determining the right customer relationship management (CRM) solution out of those available today can be daunting. It is critical to find a solution that can meet your business needs while...
Provided by Microsoft
-
Case Studies
Global Consulting Services Enables Speech Initiative to Drive Millions in Cost Savings
Jan 2008
Continental Airlines serves more international destinations than any other U.S. carrier. Continental's IT department has launched a long-term project to replace and standardize call center...
Provided by Convergys
-
White Papers
Improving the Links Between IT and Consumer Service
Jan 2008
Customer service is one of the key tasks of a high-performing IT department, and IT leaders must ensure that they are providing top customer service to both their internal and external customers....
Provided by SkillSoft
-
White Papers
Best Practices in the Call Center: A Customer Touch-Point Methodology
Jan 2009
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed...
Provided by Oracle
-
Webcasts
Webinar: Make Customer Experience a Cornerstone of Your Revenue Strategy
Jul 2008
Watch this Webinar to hear Jeffery Tarter, Executive Director of the Association of Support Professionals (ASP), discuss the major industry shift from break-fix support to strategic customer...
Provided by Citrix Online
-
Whitepapers
3 Steps to Creating Personalized Customer Support Experiences
Feb 2008
This Service & Support Professionals Association (SSPA) White Paper reveals strategies for creating personalized customer experiences, including: Establishing reward programs for outstanding...
Provided by Citrix Online
-
Whitepapers
The Virtual Support Center: Delivering Support Anytime, Anywhere
Nov 2008
This new SupportIndustry.com white paper examines key benefits of a virtual support center, including significantly reduced costs improved service delivery and improved customer and employee...
Provided by Citrix Online
-
Whitepapers
Driving IT help desk efficiency with customer-centric remote support
Sep 2008
IDC predicts that by 2011, 73 percent of the U.S. workforce will be mobile, inevitably increasing the pressure. That's why more companies are turning to Web-based, customer-centric remote support...
Provided by Citrix Online
-
Whitepapers
Balancing Customer Intimacy with Self-Sufficiency
Dec 2008
Self-service continues to rock the support world because it drastically frees up representatives' time and reduces expenses. But are there hidden costs of self-service? This white paper explores...
Provided by Citrix Online
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Whitepapers
Experience Measurable Gains with Remote Services and Support
Oct 2008
IT consultants and Professional Services (PS) organizations have much to gain with remote services and support delivery - namely reduced travel costs, increased margins and improved billable...
Provided by Citrix Online
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Whitepapers
IT Help Desk Executive Survey Summary: How organizations use technology to support a distributed workforce
Jun 2007
Today's workforce is a mobile one � more likely to be on the go than sitting in an office down the hall from the IT help desk. This shift in the traditional workspace has introduced new, more...
Provided by Citrix Online
-
Whitepapers
How to Close IT Tickets Faster with Remote Support
Jun 2008
With today's growing number of remote and distributed employees, addressing IT tickets in person is no longer a viable option � especially when your objective is to provide efficient,...
Provided by Citrix Online
-
Whitepapers
Association of Support Professionals Research: Best Practices for Translating Customer Satisfaction into Revenue
Jun 2007
Today's support organizations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is...
Provided by Citrix Online
-
Webcasts
Microsoft Dynamics Webcast: Microsoft Dynamics CRM in the Contact Center (Level 100)
Dec 2008
Microsoft Dynamics customers are expanding upon the traditional view of customer service and support as a cost center by using Microsoft Dynamics CRM to elevate their contact centers to become a...
Provided by Microsoft
-
Case Studies
Convergys Case Study: American Savings Bank
Oct 2008
Serving the islands since 1925, the American Savings Bank is now Hawaii's third-largest financial institution, providing full-service consumer and commercial banking through 68 branches and nearly...
Provided by Convergys
-
Case Studies
Intervoice Voice Portal Solution Delivers Substantial Win-as-You-Go Gains for Litton Loan Servicing
Dec 2007
Houston-based Litton Loan Servicing LP is a leading mortgage servicing company specializing in loss mitigation and default management for residential loans. The company wanted to increase...
Provided by Intervoice
-
Webcasts
Customer Service: From Calls to Contacts
Jul 2008
Providing superior customer service is the shared responsibility of everyone in the organization. The attendee of this webcast will learn how these technologies can enable to serve customers more...
Provided by Cisco Systems
-
White Papers
The Issue: Defining Next Generation Contact Center Strategies
Sep 2007
Contact centers are a mission-critical component of any organization's operations regardless of whether they serve customers, business partners or internal employees. Yet stakeholders often remain...
Provided by EquaTerra
-
Case Studies
Intelligent Call Routing Over IP Boosts Efficiency Levels for Police Force
Jul 2008
Humberside Police needed to improve call handling through a stable call centre platform. Humberside deployed a new IP contact centre across two sites, with the Nortel Contact Center acting as a...
Provided by Nortel Networks
-
Case Studies
Russian Outsourced Call Centre Improves Service With Latest IP Technology
Sep 2008
Wilstream wanted to improve contact centre capability in order to offer a higher level of service to clients. Wilstream deployed a new 200-agent contact centre at Wilstream's new offices in...
Provided by Nortel Networks
-
Case Studies
Toptel Achieves Operating Efficiency and Improves Client Service With Remote Contact Center Capabilities
Sep 2008
Toptel wanted to establish a flexible and scalable customer service system with the functionality required to establish a cutting edge contact center and integrate operations to maximize operating...
Provided by Oracle
-
Webcasts
Case Study Webcast: How a top California School District Chose its Help Desk
Oct 2008
Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. They tried a monolithic help desk system, but users complained that it was too complicated. In this...
Provided by SchoolDude.com
-
Webcasts
Momentum Webcast: Grow Your Business With Microsoft Dynamics CRM (Level 100)
Sep 2008
Join this webcast to learn that Microsoft Dynamics® CRM 4.0 is a fully integrated customer relationship management (CRM) system, which gives you the capability to easily create and maintain a...
Provided by Microsoft
-
Case Studies
ComfortDelGro Offers Efficient, Innovative Call Booking Services With Advanced Avaya Contact Center Solution
Mar 2008
ComfortDelGro wanted to maximize the profitability and operational effectiveness of their taxi business by balancing costs management against growing customer base. The inability to cater to call...
Provided by Avaya
-
Case Studies
Genworth Financial Realizes Substantial Cost Savings, Operational Efficiencies, and Customer Service Enhancements Through Home Agent Solutions Enabled by Avaya Intelligent Communications
Jun 2008
Genworth Financial, Inc., is a global company with over 15 million customers. In order to provide prompt, high-quality customer service they require a large staff of financial specialists. They...
Provided by Avaya
-
White Papers
Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?
Oct 2008
In this document, you will discover the results of the largest-ever survey of enterprise and contact center employees. Their workflows reveal the silent but staggering costs of fragmented...
Provided by Siemens
-
Case Studies
Red Hat Drives Desktop Cost Savings for Europcar
Jun 2008
As one of the world's leading car rental companies, Europcar has a network of over 2,600 branches across 118 countries, including 110 offices around Australia. Europcar faced the challenge of...
Provided by Red Hat
-
Case Studies
IP Contact Centre Increases Staff Productivity and Improves Service for Residents
Feb 2008
Rushmoor Borough Council wanted to upgrade its existing data infrastructure with new Voice over IP (VoIP) technology to meet the Council's ICT strategic objectives, improve efficiency and enhance...
Provided by Nortel Networks
-
Case Studies
excelleRx, the Market Leader in Pharmaceutical Hospice Care, Relies on Experts to Create a World-Class Contact Center
May 2008
An essential part of excelleRx operations is having its network always available and operating at peak efficiency. Given the critical nature of its business, excelleRx required a best-in-class...
Provided by Nortel Networks
-
Case Studies
Delivering World-Class Customer Service With Every Interaction
Jul 2008
Blue Cross and Blue Shield of Kansas City (BCBSKC) is the largest and only local commercial carrier. BCBSKC faced a number of challenges in achieving its business, customer service and IT goals....
Provided by Nortel Networks
-
Case Studies
Comic Relief Boosts Sport Relief 08 Funds by Handling 100% of Call Center Transactions Electronically
Jun 2008
Comic Relief wanted to process all telephone donations received at the 6,500-seat virtual call center electronically to boost transaction speed, data quality, donor service and identify failed...
Provided by Oracle
-
Case Studies
L'Oreal Brasil Integrates Data From Call Center to E-Commerce and Extracts Reports in Minutes
Jul 2008
L'Oreal Brasil wanted to implement a customer relations system to integrate many call center services - customer service, beauty professional services, and skin surveillance - with the e-commerce...
Provided by Oracle
-
White Papers
Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
Nov 2006
When today's businesses run 24/7 on fewer IT dollars, the relentless job of supporting employees, suppliers, business partners, and customers is an organizational necessity and one of the biggest...
Provided by NTRglobal
-
White Papers
Improving Office Productivity: Shared Workspace, Meeting Rooms, Conference Rooms Software
Jul 2008
Desk sharing among mobile workers is known by several names: hoteling, hot-desking, virtual office, etc. It's simple and powerful. Mobile workers, like sales representatives, consultants,...
Provided by EPAZZ, Inc.
-
Case Studies
Agency Chooses New Technology to Drive Up Tourism and Strengthen Customer Relations
Apr 2008
The goal of South African Tourism's global employees is to increase tourism to the nation to help enhance the nation's economy. This global presence created a unique challenge: collaboration...
Provided by Microsoft
-
Case Studies
Global Real Estate Management Firm Chooses CRM Solution to Reduce TCO, Enhance Service
Jun 2008
Jones Lang LaSalle, a real estate management services company, has 160 offices and 28,000 employees in 50-plus countries. The firm's staffers used eight different tools ranging from spreadsheets...
Provided by Microsoft
-
Case Studies
eBucks Brings Contact Center In-House and Dramatically Improves Customer Service
Apr 2008
Set up by FirstRand Bank Limited, eBucks is the country's leading multi-partner rewards program. eBucks wanted to build in-house contact center to provide the flexibility and responsiveness that...
Provided by Oracle
-
Case Studies
Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base
May 2008
Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps...
Provided by Oracle
-
Case Studies
Transformed Customer Service for Leading Scottish Financial Institution
Apr 2008
As Scotland's largest building society, Dunfermline Building Society wanted to improve the flexibility of its customer service. They wanted more efficient, flexible technology, particularly for...
Provided by Nortel Networks
-
Case Studies
Leading Mobile Operator Revolutionises Customer Services With IVR
Nov 2007
Orange Spain wanted to increase the quality and convenience of services for customers, while reducing its operating costs. They aimed to achieve this by automating responses to common customer...
Provided by Nortel Networks
-
Case Studies
VP Bank Group Launches Communications System Based on Avaya and NovaLink Solution
Jan 2008
One of the largest banks in Liechtenstein, VP Bank Group has more than 600 employees and draws customers from over 60 countries. VP Bank Group needed a system that would fulfill all its...
Provided by Avaya
-
Case Studies
Woosh Wireless Revamps Call Center With Avaya Communications Manager to Increase Productivity
Dec 2007
With over 70 Customer Service Representatives (CSR's) handling hundreds of calls a day, Woosh wanted to move its call centre from a satellite office, back to its corporate headquarters while...
Provided by Avaya
-
Case Studies
Avaya Case Study: Towergate
Apr 2008
Towergate prides itself on meeting every insurance need. However, with so many different telephony systems, Towergate wanted to retire the platforms and replace them with a single unified solution...
Provided by Avaya
-
Case Studies
MakeMyTrip.com Achieves 99.99% Uptime With Avaya's Contact Centre Solution
Mar 2008
MakeMyTrip.com wanted to expand its 25-seat Contact Centre to 250 seats. Its key challenge was to find a solution that would keep its online business running 24x7 and deliver a complete customer...
Provided by Avaya
-
Case Studies
Mangocity Leads China's Online Travel Services Industry With Avaya Solutions
Apr 2008
The online tourism industry in China is extremely competitive, with many dominant and established players. As a new entrant in 2006, Mangocity's biggest challenge was to differentiate its travel...
Provided by Avaya
-
Case Studies
NZAA Turns to Avaya to Improve Call Centre Efficiency and Regional Office Productivity
Apr 2008
The New Zealand Automobile Association (NZAA) needed to implement a new communications platform after Avaya ended support for its existing ageing system. Newer Avaya technologies gave the NZAA an...
Provided by Avaya
-
Case Studies
IAH Gets Ahead of the Game With Avaya MultiVantage Express
Apr 2008
IAH's phone system was unable to keep up with the Company's expanding operations. It also lacked call conferencing capabilities, which the business needed. The company also needed a solution that...
Provided by Avaya
-
Case Studies
Avaya Case Study: 9-1-1 and Beyond
Apr 2008
9-1-1, 3-1-1, the Mayor's Call Center, and other agencies in the District of Columbia operated on separate and disparate communications platforms. By 2004 the existing structures and technologies...
Provided by Avaya
-
Case Studies
Microsoft Dynamics CRM Online - 1888-TRASHIT! Case Study
Apr 2008
1-888-TRASH-IT! wanted a CRM system that could capture, share, and use customer data specific to the company's operations to improve customer acquisition and retention. Company managers evaluated...
Provided by Microsoft
-
White Papers
Customer Service Data Sheet
Jan 2010
Explore how Microsoft Dynamics® CRM business software arms your customer service professionals with a customer service and support solution that combines the power of productivity with ease of...
Provided by Microsoft Dynamics
-
Case Studies
State Agency Invests in Technology to Manage Increased Calls
May 2010
The Oregon Employment Department (OED) is an active partner in the development of the state's workforce development system. OED has an automated message that is played for every incoming call,...
Provided by Cisco Systems
-
White Papers
Legacy Remote Control Tools: Not Built for Today's Helpdesk
Nov 2011
Explore the challenges of supporting a remote workforce with legacy tools such as RDP™, pcAnywhere™, VPNs and VNC™ and identify best practices you can use to choose helpdesk tools that better...
Provided by LogMeIn
-
White Papers
Why cloud-based call centres work
Nov 2011
Cloud computing offers a better alternative to traditional contact centres. Your business can reap substantial benefits by moving to a cloud contact centre, including faster deployments, reduction...
Provided by New Voice Media
-
Webcasts
July 10th: Just MASH Marketing: The Customer Reference Mashup
Jul 2008
Your business is booming. You have a long list of happy customers...but don't know if you have the most current story. Register for and attend this Serena Webinar on Thursday, July 10, 2008 at...
Provided by Serena Software
-
Case Studies
Tour Operator Transforms Customer Contact Through Contact Centre Solution
Feb 2008
R&T Tours arranges soccer holidays for amateur clubs and schools around the UK. Its existing telephone system was becoming outdated and close to being unable to cope with the volume of calls -...
Provided by Nortel Networks
-
Case Studies
Leading Mobile Operator Revolutionises Customer Services With IVR
Nov 2007
Orange Spain wanted to increase the quality and convenience of services for customers, while reducing its operating costs. They aimed to achieve this by automating responses to common customer...
Provided by Nortel Networks
-
Case Studies
Transformed Customer Service for Leading Scottish Financial Institution
Apr 2008
As Scotland's largest building society, Dunfermline Building Society wanted to improve the flexibility of its customer service. They wanted more efficient, flexible technology, particularly for...
Provided by Nortel Networks
-
Case Studies
Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base
May 2008
Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps...
Provided by Oracle
-
Case Studies
eBucks Brings Contact Center In-House and Dramatically Improves Customer Service
Apr 2008
Set up by FirstRand Bank Limited, eBucks is the country's leading multi-partner rewards program. eBucks wanted to build in-house contact center to provide the flexibility and responsiveness that...
Provided by Oracle
-
Case Studies
Global Real Estate Management Firm Chooses CRM Solution to Reduce TCO, Enhance Service
Jun 2008
Jones Lang LaSalle, a real estate management services company, has 160 offices and 28,000 employees in 50-plus countries. The firm's staffers used eight different tools ranging from spreadsheets...
Provided by Microsoft
-
Case Studies
Agency Chooses New Technology to Drive Up Tourism and Strengthen Customer Relations
Apr 2008
The goal of South African Tourism's global employees is to increase tourism to the nation to help enhance the nation's economy. This global presence created a unique challenge: collaboration...
Provided by Microsoft
-
White Papers
Improving Office Productivity: Shared Workspace, Meeting Rooms, Conference Rooms Software
Jul 2008
Desk sharing among mobile workers is known by several names: hoteling, hot-desking, virtual office, etc. It's simple and powerful. Mobile workers, like sales representatives, consultants,...
Provided by EPAZZ, Inc.
-
Webcasts
How to Hack a Call Center Telephone System
Jan 2011
How To Hack A Call Center Menu System: Tired of touch-tone hell? In this Webcast, the presenter shows how to find phone numbers, cheat the computer and hack the call center system with the hacking...
Provided by Videojug
-
White Papers
Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
Nov 2006
When today's businesses run 24/7 on fewer IT dollars, the relentless job of supporting employees, suppliers, business partners, and customers is an organizational necessity and one of the biggest...
Provided by NTRglobal
-
Case Studies
L'Oreal Brasil Integrates Data From Call Center to E-Commerce and Extracts Reports in Minutes
Jul 2008
L'Oreal Brasil wanted to implement a customer relations system to integrate many call center services - customer service, beauty professional services, and skin surveillance - with the e-commerce...
Provided by Oracle
-
Case Studies
Comic Relief Boosts Sport Relief 08 Funds by Handling 100% of Call Center Transactions Electronically
Jun 2008
Comic Relief wanted to process all telephone donations received at the 6,500-seat virtual call center electronically to boost transaction speed, data quality, donor service and identify failed...
Provided by Oracle
-
Case Studies
Delivering World-Class Customer Service With Every Interaction
Jul 2008
Blue Cross and Blue Shield of Kansas City (BCBSKC) is the largest and only local commercial carrier. BCBSKC faced a number of challenges in achieving its business, customer service and IT goals....
Provided by Nortel Networks
-
Case Studies
excelleRx, the Market Leader in Pharmaceutical Hospice Care, Relies on Experts to Create a World-Class Contact Center
May 2008
An essential part of excelleRx operations is having its network always available and operating at peak efficiency. Given the critical nature of its business, excelleRx required a best-in-class...
Provided by Nortel Networks
-
Case Studies
IP Contact Centre Increases Staff Productivity and Improves Service for Residents
Feb 2008
Rushmoor Borough Council wanted to upgrade its existing data infrastructure with new Voice over IP (VoIP) technology to meet the Council's ICT strategic objectives, improve efficiency and enhance...
Provided by Nortel Networks
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Case Studies
Red Hat Drives Desktop Cost Savings for Europcar
Jun 2008
As one of the world's leading car rental companies, Europcar has a network of over 2,600 branches across 118 countries, including 110 offices around Australia. Europcar faced the challenge of...
Provided by Red Hat
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White Papers
Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?
Oct 2008
In this document, you will discover the results of the largest-ever survey of enterprise and contact center employees. Their workflows reveal the silent but staggering costs of fragmented...
Provided by Siemens
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White Papers
Business intelligence to the rescue: A Forrester study
Feb 2012
Business processes are becoming more integrated and complex, costs are controlled in all areas, and data is growing at an overwhelming rate. To meet these changing conditions, companies of all...
Provided by SAP
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Case Studies
Genworth Financial Realizes Substantial Cost Savings, Operational Efficiencies, and Customer Service Enhancements Through Home Agent Solutions Enabled by Avaya Intelligent Communications
Jun 2008
Genworth Financial, Inc., is a global company with over 15 million customers. In order to provide prompt, high-quality customer service they require a large staff of financial specialists. They...
Provided by Avaya
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Case Studies
ComfortDelGro Offers Efficient, Innovative Call Booking Services With Advanced Avaya Contact Center Solution
Mar 2008
ComfortDelGro wanted to maximize the profitability and operational effectiveness of their taxi business by balancing costs management against growing customer base. The inability to cater to call...
Provided by Avaya
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Webcasts
Momentum Webcast: Grow Your Business With Microsoft Dynamics CRM (Level 100)
Sep 2008
Join this webcast to learn that Microsoft Dynamics® CRM 4.0 is a fully integrated customer relationship management (CRM) system, which gives you the capability to easily create and maintain a...
Provided by Microsoft
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Webcasts
Case Study Webcast: How a top California School District Chose its Help Desk
Oct 2008
Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. They tried a monolithic help desk system, but users complained that it was too complicated. In this...
Provided by SchoolDude.com
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Case Studies
Toptel Achieves Operating Efficiency and Improves Client Service With Remote Contact Center Capabilities
Sep 2008
Toptel wanted to establish a flexible and scalable customer service system with the functionality required to establish a cutting edge contact center and integrate operations to maximize operating...
Provided by Oracle
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Case Studies
Russian Outsourced Call Centre Improves Service With Latest IP Technology
Sep 2008
Wilstream wanted to improve contact centre capability in order to offer a higher level of service to clients. Wilstream deployed a new 200-agent contact centre at Wilstream's new offices in...
Provided by Nortel Networks
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Case Studies
Intelligent Call Routing Over IP Boosts Efficiency Levels for Police Force
Jul 2008
Humberside Police needed to improve call handling through a stable call centre platform. Humberside deployed a new IP contact centre across two sites, with the Nortel Contact Center acting as a...
Provided by Nortel Networks
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White Papers
The Issue: Defining Next Generation Contact Center Strategies
Sep 2007
Contact centers are a mission-critical component of any organization's operations regardless of whether they serve customers, business partners or internal employees. Yet stakeholders often remain...
Provided by EquaTerra
