Sponsored White Papers, Webcasts, and Downloads
ZDNet Resources
- UCCXD - Contact Center Express/Unified IP IVR Deployment v3.0
- View Available Dates and LocationsIn this course, you will gain hands-on experience and knowledge of tasks typically performed to deploy Contact Center Unified Contact Center Express v7.0 and Unified IP IVR v7.0, two products that run on the Unified Contact Center Express Engine. Tasks include planning, installation, configuration tasks, troubleshooting,...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Training 2009-11-01
- DIRECTV, Inc. Continues to Drive Improvements in Customer Service and Sales Processes
- DIRECTV, Inc. wanted to reduce reliance on a paper-based process for tracking sales and pipelines, which resulted in agents having outdated information and streamline contact center operations to eliminate duplicate calls to multiple locations and to accelerate service. The challenge was to empower a geographically-dispersed sales force with tools to...
- Tags: Customer Service, Oracle Corp., Mobile, Contact Center, Sales Process, Sales Strategy, Sales Force Management, Call Centers, Customer Relationship Management (CRM), Sales, It Operations, Enterprise Software, Software
- Case studies 2009-10-01
- Executives Prescribe CRM Customer Service Solution to Cure Swiss Medical Advisory
- When in-network customers want medical advice, they call the Swiss firm of Medi24. In fact, nursing professionals and physicians can answer upwards of 3,500 calls per day. Given such a large call volume, even small improvements in efficiency add up to significant savings. That motivated managers to implement Microsoft Dynamics...
- Tags: Customer Service, Contact Center, Microsoft Corp., CRM, Customer Relationship Management (CRM), Call Centers, Product Marketing, Advertising & Promotion, Enterprise Software, Software, It Operations, Marketing
- Case studies 2009-09-01
- Next Softphone 1.0 (Windows)
- NX is a softphone with a Computer Telephony Integration - CTI tool for Asterisk and third party application. API is based on .INI files, through which one can integrate IP telephony to any CRM / ERP software. FEATURES * SIP Proxy authentication. * Dial/Receive phone calls directly from your contact...
- Tags: Computer Telephony Integration, Softphone, Cancellation, Contact Center, Network Address Translation, Microsoft Windows, Next Solution, NX, Telephony, Call Centers, Firewalls, Customer Relationship Management (CRM), Session Initiation Protocol (SIP), Networking, It Operations, Enterprise Software, Software, Emerging Technologies
- Software downloads 2009-08-25
- TORO National Support Network
- 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 NEC and how NEC's UC for Business contact-center solution improved productivity both inside and outside of the...
- Tags: Network, Contact Center, NEC Corp., TORO, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies 2009-08-21
- Dynamics Collaborative Contact Center Demo
- Optimize communications with Microsoft Dynamics® and the Collaborative Contact Center.
- Tags: Contact Center, Microsoft Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Presentations 2009-08-18
- Best Practices for Monitoring Cisco Unified Contact Center Enterprise With Cisco Unified Operations Manager
- 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 Center Enterprise. Cisco Unified Operations Manager referred to as Operations Manager from this point forward provides a unified view of the entire...
- Tags: Monitoring, Contact Center, IP, Cisco Systems Inc., Best Practice
- White papers 2009-07-01
- Latin America Contact Center Landscape
- Changing demographics in the United States along with cost considerations and overheating of traditional offshore destinations have forced U.S. corporations to explore Latin America as an outsourcing destination for their back-office and contact center operations. While certain countries such as Mexico, Brazil and Costa Rica feature more prominently amongst corporations...
- Tags: Contact Center, NeoIT, Call Centers, Managed Hosting, Outsourcing, Customer Relationship Management (CRM), It Operations, Business Operations, Outsourcing & Subcontracting, Enterprise Software, Software
- White papers 2009-06-01
- IP Solutions Firm Adds Collaboration Features to All-in-One Communications Software Suite
- Interactive Intelligence is a global provider of unified communications solutions for contact center automation, enterprise IP telephony, and enterprise messaging. Founded in 1994, the company has more than 3,000 customers worldwide and is headquartered in Indianapolis, Indiana. Interactive Intelligence has long recognized the benefits of building its contact center, enterprise...
- Tags: Communications Software, Interactive Intelligence, Collaboration, All-in-One, Contact Center, IP, Microsoft Corp., Call Centers, Customer Relationship Management (CRM), Network Technology, Networking, Telecommunications, It Operations, Enterprise Software, Software
- Case studies 2009-06-01
- Nortel Contact Center Manager 7.0 Installation and Configuration
- View Available Dates and LocationsThis course is designed for personnel responsible for installing and configuring the Nortel Contact Center Manager. This course will guide you through installation and configuration of the Contact Center Manager Server CCM Server and the Contact Center Administration Manager CCMA....
- Tags: Nortel Networks Corp., Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Training 2009-05-01
- Nortel Contact Center Manager Administration, Release 7.0
- View Available Dates and LocationsThis course is designed for administrator and supervisor personnel who are responsible for the database installation and daily administration of Nortel Contact Center Manager. This hands-on course will guide you through supervisor, administration, and management tasks using Nortel Contact Center...
- Tags: Supervisor, San Jose, Nortel Networks Corp., Administration, Contact Center, Call Centers, Customer Relationship Management (CRM), Workforce Management, It Operations, Enterprise Software, Software, Human Resources
- Training 2009-05-01
- Software Vendor Boosts Productivity for Contact Centers With Unified Communications
- Independent Software Vendor ISV ComputerTalk integrated its contact-center software with Microsoft Office Communications Server 2007 R2. With this solution, the ISV's clients gain presence awareness for their agents, as well as new IM and video capabilities beyond existing voice and e-mail channels. Now ComputerTalk can use this unified communications solution...
- Tags: Software, Software Company, ISV, Unified Communications, Contact Center, Microsoft Corp., Collaboration, E-mail, Online Communications
- Case studies 2009-05-01
- Nortel Contact Center - Manager Scripting 1, Release 6.0
- View Available Dates and LocationsThis course is designed for personnel responsible for administering and maintaining Nortel Contact Center - Manager scripts. In this course, you learn how to plan for and create scripts using the basic script commands available with Nortel Contact Center - Manager. This includes learning to combine...
- Tags: Nortel Networks Corp., Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Training 2009-05-01
- EDS Drives Success for Its Clients With Accelerated Contact Center and Services Reporting
- EDS wanted to help clients achieve success with high performance sales and marketing, customer care, and technical support contact centers and create efficiencies to reduce costs to clients, without compromising service excellence and quality. The challenge was to meet client demands for lower risk, higher customer satisfaction, lower costs, and...
- Tags: Oracle Corp., Contact Center, Client, Electronic Data Systems Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies 2009-04-01
- Innovations in Avaya IQ: Advances in Contact Center Reporting to Help You Solve Problems
- 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 every day. More than a dozen patents were filed during development of the first release, including the advances described in this paper....
- Tags: Innovation, Contact Center, Avaya Inc., Productivity, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2009-04-01
- 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
- 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, builds upon CMS to deliver exciting new capabilities. Full-time tracing and "Agent Behavior" analysis in Avaya IQ deliver an...
- Tags: Analytics, Agent, Contact Center, Avaya Inc., Content Management System, Call Centers, Real Estate, Customer Relationship Management (CRM), It Operations, Business Operations, Enterprise Software, Software
- White papers 2009-04-01
- Vodafone Portugal 3G Video Contact Center From Collab Builds Upon RADVISION Technology and Partnership
- With the initial launch of its Vodafone Live! with 3G video calling service, Vodafone Portugal wanted to quickly achieve a critical mass of active users, and enlist users to demonstrate the benefits of the new service to others. RADVISION's SCOPIA 3G Video Gateway was selected for its superior interoperability of...
- Tags: Vodafone Group Plc., Partnership, Video Call, Contact Center, Video, RADVision, Corporate Communications, 3G, Marketing, Cellular Phones, Consumer Electronics, Personal Technology
- Case studies 2009-01-01
- Best Practices in the Call Center: A Customer Touch-Point Methodology
- 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 as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions....
- Tags: Oracle Corp., Contact Center, Best Practice, Call Centers, Interactive Voice Response (IVR), Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2009-01-01
- Bringing Multi-Channel Into the Contact Center: The Role of the Multi Channel in the Dynamic Enterprise
- 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 embrace some of the new channels that are available. Technology is not the only focus, a clear...
- Tags: Lucent Technologies Inc., Contact Center, Alcatel, Call Centers, Recruitment & Selection, Real Estate, Customer Relationship Management (CRM), It Operations, Human Resources, Workforce Management, Business Operations, Enterprise Software, Software
- White papers 2009-01-01
- Microsoft Dynamics Webcast: Microsoft Dynamics CRM in the Contact Center (Level 100)
- 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 strategic corporate asset. This webcast shows how Microsoft Dynamics customers, intent on delivering first-rate service, are able to streamline...
- Tags: Microsoft Dynamics, Webcast, Microsoft Dynamics CRM, Contact Center, Microsoft Corp., CRM, Microsoft Dynamics Customer, Customer Relationship Management (CRM), Call Centers, Advertising & Promotion, Real Estate, Enterprise Software, Software, It Operations, Marketing, Business Operations
- Webcasts 2008-12-09
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