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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
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
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
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
Cisco Unified contact center Express Solution Reference Network Design: This paper provides system-level best practices and design guidance for the Cisco Unified Contact Center Express Unified CCX, Release 4.1. With proper planning, design, and implementation, Unified CCX provides a reliable and flexible voice processing and contact center solution for the enterprise. This document describes the various components used to...; Tags: Network, Contact Center, Cisco Systems Inc., Network Design, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2007-08-01
Choosing the Best Direct Connect Headset Solution for Your contact center: As the worldwide leader in lightweight, professional-grade headsets, Plantronics offers features and service that other headset makers cannot match. Unlike offerings from generalized audio manufacturers, Plantronics direct connect headsets are specifically designed for the audio environment of contact centers and other call-intensive applications. Plantronics also invests in the research and...; Tags: Plantronics, Headset, Contact Center, Call Centers, It Operations; White papers 2007-07-27
Harnessing the Power of IP Telephony in the contact center: Communication Service for the Deaf CSD has been providing communication services for the nation's deaf and hard of hearing community for over 30 years. For CSD, the initial challenge was to get their new subsidiary up and running, using the most innovative technology available to provide the best service to...; Tags: Telephony, Nortel Networks Corp., IP Telephony, Contact Center, IP, Call Centers, Customer Relationship Management (CRM), VOIP, Telecommunications, Networking, It Operations, Enterprise Software, Software; Case studies 2007-04-20
Advanced Call Center Solution Improves Efficiency, Delivering Premium Services to Rural Farmers: Juan Valdez is the face of the Federacion Nacional de Cafeteros de Colombia The National Federation of Colombian Coffee Growers and Cafe de Colombia. The 100% Colombian Coffee logo was developed by the Federation in March 1981. They needed an advanced contact center solution that could handle thousands of calls...; Tags: Nortel Networks Corp., Contact Center, Juan Valdez, Nortel MPS 500, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; Case studies 2007-04-18
Nortel Network Case Study: excelleRx: excelleRx, Inc. A leader in pharmaceutical care relies on the latest contact center technology for advanced medication management. The excelleRx contact center agents are highly skilled and their medication management services are of critical importance to caregivers and the 70,000 patients they service every day. Assuring efficient access and high-quality...; Tags: Network, Nortel Networks Corp., Contact Center, Call Centers, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Speech Recognition, It Operations, Enterprise Software, Software, Emerging Technologies; Case studies 2007-04-13
Rejuvenating Technical Support With Self-Service and IP contact centers: CGI Group, Inc., one of the largest independent Information Technology IT services firms in the world. The company wanted to set up two new help desk centers that would reuse existing hardware and applications, reduce cost and complexity, provide resilience through geographic redundancy and give contact center workers the freedom...; Tags: Nortel Networks Corp., Contact Center, IP, Call Centers, Customer Relationship Management (CRM), Help Desk, LANs, Network Technology, Networking, Wireless, It Operations, Enterprise Software, Software; Case studies 2007-04-12
Virtual contact centers and Outsourcer Management: Unlocking the Potential of Virtual contact centers: In a business world witnessing rapid globalization and consolidation, Virtual Contact Centres VCCs promise compelling financial savings and customer service benefits. However, achieving these aims is often difficult. This White Paper reviews the market drivers for VCCs, options for outsourcing, and the financial and...; Tags: Financial, Outsourcing Company, Contact Center, Call Centers, Outsourcing, Customer Relationship Management (CRM), Globalization, Financial Accounting, It Operations, Business Operations, Outsourcing & Subcontracting, Enterprise Software, Software, Strategy, Management, Finance; White papers 2007-03-12