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ACD Processing: IC's Automatic Communication Distribution

Interaction Center's ACD Automatic Communication Distribution intelligently routes interactions based on agent availability, skill levels, costs, priority and any other attribute one choose. ACD quickly finds the best match between agent and interaction by calculating agents' scores and interaction scores. This white paper provides an overview of how ACD works...

Tags: Interactive Intelligence, Integrated Circuit, Agent, ACD, Real Estate, Semiconductors, Business Operations, Hardware

White papers 2004-11-30

Additional Resources

Avaya Case Study: 9-1-1 and Beyond

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 needed to be upgraded and consolidated in a way that could support best practices for responding to both emergency and non-emergency citizen...

Tags: Avaya Inc., Call Centers, Telephony, Customer Relationship Management (CRM), Telecommunications, Telecom & Utilities, It Operations, Networking, Enterprise Software, Software

Case studies 2008-04-01

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

The SIP Contact Center: Leveraging the SIP Architecture to Build IP Contact Center Solutions

The legacy call center has been a staple for enterprises that service customers over the telephone. Whether servicing a major airline or a small local business - providing prompt access to helpful agents is an important part of every business and a constant target for improving performance and efficiency. As...

Tags: SIP, Audiocodes Ltd., IP, Session Initiation Protocol (SIP), Network Technology, Call Centers, Networking, Emerging Technologies, It Operations

White papers 2007-10-01

Survey says, open source becomes mission critical

Survey says, open source becomes mission criticalDon't worry..."I have a natural skepticism when it comes to commissioned research. So take this with a grain of salt, despite its ring of truth."Surveys are only bogus when they disagree with what you already know. If they agree with you, they're the gospel...

Tags: open source, OSS, mission critical, survey

Discussion threads 2007-05-02

VoiceChum (exe)

VoiceChum for Skype is a suite of cool desktop applications designed for Skype users. It includes features like call recording, voicemail, consultations, Cast-o-Blast casting, war dialer, integrated calendar, Podant Podcast assistant, auto audio/text responses, ACD and the list goes on. Some of the product highlights include: call recording,...

Tags: Voicemail, Skype Technologies S.A., Consultation, Podcasts, Telecommunications, Internet

Software downloads 2007-02-22

ACD/ChemSketch Freeware (exe)

ACD/ChemSketch Freeware is a popular comprehensive chemical drawing package, intended for home and educational use only. Since 1998, ACD/Labs has been offering ACD/ChemSketch Freeware to academic institutions and students. Every day another 500 downloads from ACD/Labs distribute the power of this chemical structure drawing package to desktops around the world....

Tags: Structure, ACD/ChemSketch Freeware

Software downloads 2006-10-23

Cisco Agent Desktop: Methods for Integrating Third-Party Enterprise Applications

With Cisco Agent Desktop, enterprises can integrate telephony data with data processing applications without modifying the existing applications. To deliver this compelling benefit, Cisco Agent Desktop uses workflows - powerful tools that automate agent activities. Voice contact workflows automate agent activity based on telephony and ACD events such as ringing,...

Tags: Desktop, Telephony, Agent, Cisco Systems Inc., Real Estate, Telecommunications, Business Operations

White papers 2006-06-01

Amazon Cover Downloader (exe)

ACD, short for Amazon Cover Downloader, is a free application licensed under the BSD license for downloading CD and DVD covers from the Amazon product catalog. The program supports two operation modes a silent mode which does not display windows and relies solely on command line arguments, and an interactive...

Tags: Amazon.com Inc., Mode, Construction, UNIX, DVD, Consumer Electronics, Operating Systems, Software, Personal Technology, Home Entertainment

Software downloads 2006-04-10

What's Driving the Hosted Call Center Market?

Download this paper from Echopass to find out what industry analysts have identified as the key drivers behind the emerging hosted call center market. This brief report offers an easy-to-read overview of the benefits of using a hosted call center service, and explains why it makes sense to explore on-demand...

Tags: Call-center, Echopass Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2006-03-01

Why Outrigger Hotels and Resorts Has No Reservations about Using a Hosted Call Center Service

Take 2½ minutes to view this short but informative video testimonial from an Echopass customer. It features Bill Peters, VP of Reservation Services for Outrigger Resorts and Hotels, who discusses the great results his company has seen since it began using the Echopass Advanced Call Center On-Demand service. Find out...

Tags: Echopass Corp., Call Centers, Customer Relationship Management (CRM), Corporate Communications, It Operations, Enterprise Software, Software, Marketing

Case studies 2006-03-01

The coming price war in the VoIP phone market

The coming price war in the VoIP phone marketInevitablePOTS phones are analog devices, requiring specialized high-voltage circuits plus specialized A/D converters for pulling off the kludged advanced services features like Caller ID, and bizarre timing circuits to figure out when to open the line to check for a "stutter" dial...

Tags: Telecom & Utilities, TELECOMMUNICATIONS, Telephony, POTS Phones, phone, IP phone, Cisco Systems Inc., VoIP phone, VoIP

Discussion threads 2005-03-25

TeraVoice Server (exe)

TERAVoice is a telephony software which can be used to implement voice based telephony services like corporate voicemail--Voice mail with notification by SMS, pager, e-mail or client software. IVR systems (automated attendants, voice menus, information and announcement lines, ordering and payment, polls and surveys, automatic call distribution, TTS, Text-To-Speech), waiting...

Tags: Telephony, ISDN, Hardware, TERAVoice, Session Initiation Protocol (SIP), VOIP, Telecommunications, Telecom & Utilities, Emerging Technologies, Networking

Software downloads 2005-01-04

Linux (Unix) Versus Windows NT: A Performance Comparison

All Noble Systems software modules have been fully ported to the Linux platform. NSC demands stability, both for the internal operations and for the clients. In fact, all of the world's best-known PBX and ACD phone systems use Linux or Unix because of the necessity for absolute, rock-solid reliability. Linux...

Tags: Performance, Microsoft Windows NT, NSC, Linux, UNIX, Operating Systems, Open Source, Microsoft Windows, Software

White papers 2004-12-20

The Next Generation Contact Center: Compelling Reasons for VoIP in the Contact Center

Momentum is building in favor of the latest IP-based systems for call centers that offer compelling advantages over traditional circuit-based ACD switches. By delivering the Voice traffic over the IP network VoIP, the latest systems: Simplify networking of multiple, geographically dispersed centers; Handle phone calls, e-mails, and web contacts on...

Tags: Nuasis Corp., Network, Contact Center, IP, Momentum, Call Centers, Networking, Customer Relationship Management (CRM), Network Technology, VOIP, Telecommunications, It Operations, Enterprise Software, Software

White papers 2004-09-10

A Guide to Buying Inbound Call Center Technology

The varieties of choice available make buying Automatic Call Distributors ACD and workforce management technology a challenging task. Thinking about key requirements for ACDs and workforce management can help managers narrow their choices. Today's call centers require technology that is flexible, reliable and capable of performing the planning tasks needed...

Tags: Workforce Management, Recruitment & Selection, Human Resources

White papers 2004-06-24

InStat/MDR optimistic on IVR market

The US Interactive Voice Response IVR market had its third down year in a row, losing over 12% in US port sales. According to In-Stat/MDR, this market was down again partly due to the lagging Y2K hangover, but primarily because of the continuing slow economy. However, the high-tech market research...

Tags: sales, IVR

Blog posts 2003-12-13

Cisco IPCC Express Edition (Cisco IPCC Express)

The Cisco IP Contact Center Express Edition formerly Cisco IP ICD product provides the functionality, ease of implementation, and price/performance that midsized contact centers demand of an advanced contact center solution: automatic call distribution ACD, interactive voice response IVR, and computer telephony integration CTI on a single platform. Offering a...

Tags: Computer Telephony Integration, Computer Telephony, Contact Center, Cisco Systems Inc., Telephony, Networking

White papers 2003-03-01

JJ Food Service Limited Books Up to $250,000 in Hourly Sales With Cisco Customer Contact Solutions

For JJ Food Service Limited of Middlesex, United Kingdom, the contact center is the heart of the business. When JJ Food Service Limited decided to build a new distribution center, the company evaluated five contact center solutions. They wanted to avoid hidden scripting languages because they would require them to...

Tags: Food, Agent, Contact Center, Books, Cisco Systems Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

Case studies

Security Lock Distributors Increases Contact Center Agent Productivity and Sales With Cisco IP Communications

For Security Lock Distributors of Westwood, Massachusetts, the inbound contact center is the lifeblood of the business. In 2001, the company purchased a new headquarters building in Massachusetts, and soon realized that the traditional switch hampered sales potential. The company executives conducted a round-table discussion about improving the customer experience...

Tags: Security, Agent, Contact Center, IP, Sales, Cisco Systems Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

Case studies