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- Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base
- 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 Promero's clients drive sales and deliver quality customer service. The challenge was to empower call center supervisors with real-time functionality and enable...
- Tags: Oracle Corp., Call-center, Contact Center, Promero, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies 2008-05-01
- Siemens vs. Microsoft: Round Two
- Siemens announced today two new UC-enabled Contact Center packages based on OpenScape UC Server, and a new Voice Portal solution. The products will be available June 30, 2008. The products are being driven in part by trends in the contact center and in part by trends...
- Tags: Siemens AG, Siemens HiPath OpenScape, Contact Center, Microsoft Corp., UC, Call Centers, Groupware, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software, Dave Greenfield
- Blog posts 2008-04-21
- Bluebean Wins Customers' Confidence With New Avaya Contact Center Solution
- 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 sophisticated demands from Bluebean's customers. Bluebean also faced difficulty in attracting new customers, especially those implementing large promotional campaigns....
- Tags: Contact Center, Avaya Inc., Bluebean, Call Centers, Customer Relationship Management (CRM), Telephony, It Operations, Enterprise Software, Software, Networking
- Case studies 2008-04-01
- eBucks Brings Contact Center In-House and Dramatically Improves Customer Service
- 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 was lacking from the existing contact center, which was outsourced to the banking environment and enable changes to contact center processes to...
- Tags: Customer Service, Contact Center, eBucks, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies 2008-04-01
- Go Green With Home Agents: How a Virtual Contact Center Can Be Good for Profitability, Competitiveness, and the Environment
- The carbon atom. It's too small to be visible to the naked eye, but it's causing a shift in global business that's hard to ignore. That shift probably is visible in one's business. Perhaps one's company's leaders are committed to doing their part to leave a clean, cool planet for...
- Tags: Agent, Environment, Contact Center, Avaya Inc., Call Centers, Real Estate, Customer Relationship Management (CRM), Leadership, It Operations, Business Operations, Enterprise Software, Software, Management
- White papers 2008-03-01
- EDS and Avaya Create a Global Infrastructure for Contact Centers to Enable Operational Efficiencies, High Productivity, and Client Satisfaction
- 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 through their outsourced contact center solutions. Their vision is to implement a Strategy of Enablement that can bring maximum efficiency, quality, and value...
- Tags: Contact Center, Electronic Data Systems Corp., Avaya Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies 2008-03-01
- North American contact center applications earned $2.49 bln in 2006
- The North American contact center applications markets made considerable progress in 2006, growing by a healthy 6.9%. North American contact center applications markets earned revenues of $2.49 bln in 2006 and estimates this to reach $3.67 bln in 2013. by AM
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software, AM
- Blog posts 2008-02-17
- UCCXA - Cisco Unified Contact Center Express Advanced
- View Available Dates and LocationsIn this course, you'll build on the knowledge and scripting experience gained in the prerequisite UCCXD course by exploring more advanced techniques in scripting as well as the overall Customer Response Solution CRS functionality. Learn to implement features that extend the functionality of...
- Tags: Global Knowledge Network Inc., Pod, Recorder, Contact Center, IP, Server, Cisco Systems Inc., Best Practice, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Training 2008-01-01
- UCCXD - Cisco Contact Center Express/Unified IP IVR Deployment
- View Available Dates and LocationsIn this hands-on Authorized Cisco course, you will gain the knowledge and skills needed to deploy the Cisco IP Contact Center Express product, including deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning, installation, configuration, troubleshooting, and...
- Tags: Global Knowledge Network Inc., Pod, Agent, Contact Center, IP, IVR, Cisco Systems Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Training 2008-01-01
- LiveXchange Improves Economics and Raises Service Levels for Corporate Contact Centers
- LiveXchange Corporation wanted to provide a feature rich and scalable platform to base LiveXchange and ContractXchange.com environments that enable corporations to run and customize remote agent programs from recruitment, to hiring, training, and operations. The challenge was to allow corporate clients to avoid the 60% failure rate businesses typically experience...
- Tags: Oracle Corp., Agent, Environment, Contact Center, LiveXchange, Real Estate, Call Centers, Business Operations, It Operations
- Case studies 2008-01-01
- Cisco Unified Intelligent Contact Management Reduces Outsourcing Costs by Improving Contact Center Management and Support
- This case study describes how Cisco Systems has reduced costs and increased flexibility for certain calls outsourced to contact centers located around the world. This result was achieved by a newly designed implementation of a Cisco Customer Voice Portal, Cisco Pre-Routing features, and a Cisco ICM-to-ICM system link to handle...
- Tags: Contact Management, Contact Center, Outsourcing, Cisco Systems Inc.
- Case studies 2007-12-19
- How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network
- When Cisco Systems acquired Irvine, California-based Linksys Group, Inc. in mid-2003, Cisco IT acquired an unprecedented challenge: integrating a contact center whose volume surpassed that of the other 60 Cisco contact centers combined. Linksys needed a scalable call center solution that also would drive operational efficiencies over the long term....
- Tags: Network, Information Technology, Contact Center, IP, Cisco Systems Inc., IP Network, Linksys Inc., Call Centers, It Operations
- Case studies 2007-11-19
- 10 Questions to Ask Your on Demand Contact Center Provider
- Building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when you're committed to providing your customers with a personalized multichannel communications experience across sales, marketing, and service interactions, it's a must. Siebel CRM Call Center On Demand enables companies to a launch fully functional multi-channel center...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2007-11-01
- Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting
- Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience. Customers and analysts have acknowledged Avaya Call Management System CMS as the gold standard for contact center reporting. To...
- Tags: Business Case, Contact Center, Avaya Inc., Avaya IQ, Call Centers, Financial Planning, Customer Relationship Management (CRM), It Operations, Finance, Enterprise Software, Software
- White papers 2007-11-01
- Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting - How Contact Center Reporting and Analytics Can Deliver a Rapid Return on Investment
- 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 analytics platform gives the user the information he or she needs - from the big picture down to the precise details...
- Tags: Business Case, Analytics, Agent, Contact Center, ROI, Avaya Inc., Avaya IQ, Call Centers, Customer Relationship Management (CRM), Real Estate, Financial Planning, It Operations, Enterprise Software, Software, Business Operations, Finance
- White papers 2007-11-01
- A Unique Realization in Public Services at Flemish Government Contact Center
- In the late 90s, the Flemish Government put transparency and easy accessibility for all citizens high on its agenda. The goal was to serve citizens in a professional, user friendly manner and address all questions regarding the Flemish Government. Citizens expected to be served via other communication channels besides high-quality...
- Tags: Citizen, Capgemini, Government, Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies 2007-09-03
- Avaya IP Contact Center Delivers Clearest Image of Olympus Korea's Commitment to Customer Service
- Established in 2000, Olympus Korea is a digital imaging company that provides better digital cameras and medical instruments such as endoscopes. Faced with issues of high maintenance costs and the complexity of managing a multi-vendor PBX call center system, Olympus was looking for an IP contact center solution to improve...
- Tags: Customer Service, Olympus Corp., Contact Center, Avaya Inc., Avaya IP Contact Center, Call Centers, Customer Relationship Management (CRM), Strategic Planning, It Operations, Enterprise Software, Software, Strategy, Management
- Case studies 2007-09-01
- Abra Screen Recorder (exe)
- Abra Screen Recorder is a powerful yet easy to use software product that allows you to create training videos and FAQs, presentations, software demonstrations and screencasts that can be published to the Web. Using the built-in timeline based Video Editor, you can add audio tracks WAV, Picture in Picture Video...
- Tags: Recorder, Agent, Contact Center, Training, Image-editing, Abra Screen Recorder, Professional Edition, Contact Center Edition, Call Centers, Workforce Management, Real Estate, Corporate Communications, Customer Relationship Management (CRM), It Operations, Human Resources, Business Operations, Marketing, Enterprise Software, Software
- Software downloads 2007-08-28
- Avaya Contact Center Solution Helped Yunnan Rural Credit Cooperative Improve Customer Service
- The branches are widely spread out and increasing. Although each deposit or credit transaction only involves a relatively small amount, there are a large number of people to be served, so the number of transactions is very large. How to provide fast consultation and service to the vast customers in...
- Tags: Customer Service, Contact Center, Avaya Inc., Branch, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing
- Case studies 2007-08-01
- Kunming Broadcast Television Network Center Reaped Multiple Benefits From Implementing Avaya Contact Center Solution
- Since the introduction of digital television technologies, the communication between KBTNC and its customers has expanded from a single type, which is reporting malfunction, to different layers, such as business inquiry, product customization, and service transfer. Therefore, KBTNC needs to provide unified, efficient and 24/7 services to customers to support...
- Tags: Network, Benefit, Contact Center, Avaya Inc., TVs, Tv & Home Theater, Call Centers, Personal Technology, Home Entertainment, It Operations
- Case studies 2007-08-01
White Papers and Webcasts
According to a new study from the Economist, future success belongs to those who collaborate effectively. Learn how successful collaboration can improve profits, problem-solving, and competitive differentiation.
At the Cleantech Forum in San Francisco, Todd Glass of Heller Ehrman moderates a discussion, among tech execs, on the various solar technologies making a difference in the green movement.
Designed specifically to address the concerns of senior IT managers at organizations with more than 100 employees, the Intel Premier IT Professional Program provides best practices via local and e-Seminars and a members-only Web site.
