Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
Call Center Software
Self-Service: Putting Customers First Makes You a Winner
published by Microsoft Dynamics CRM on Mar 02, 2010
While the new generation of self-service applications for the Web and IVR is excellent, successful self-service programs will depend on giving customers choices and striking the right balance.
Enterprise PBX Buyer's Guide
published by Tippit VoIP on May 15, 2009
Premise-based IP PBX (Internet Protocol Private Branch eXchange) systems are changing how small through large businesses implement and use their voice communications. They are the modern heirs to the historic PBX systems that were the ultimate in business communications for the past thirty years. But premise-based IP PBX systems are cheaper and far more capable than their predecessors. They also integrate much better into business networks and data communications which, in turn, enable new applications that are still being discovered and applied to common business practices.
VMware Virtual Desktop Infrastructure Connects Bell Canada for Optimized Customer Care
published by VMware Dell on Jul 02, 2008
Bell Canada began an initiative to provide desktop solutions at reduced costs. With 8,000 call center agents, Bell Canada faced hardware attrition and rising costs. Streamlining systems, facilitating outsourcing and increasing capabilities to telecommute would reduce costs while improving service. This would require creating customized workstations for users. Bell Canada approached VMware Partner CGI Group Inc., which provides end-to-end IT and business process services, for a solution.
VMware Virtual Desktop Infrastructure Reduces IT Costs for IRMC Call Centers
published by VMware Dell on Jul 02, 2008
In this case study, you'll discover the tangible benefits to IRMC when they used VMware Virtual Desktop Infrastructure to virtualize their call center operations and support multiple call centers from a central data center. Their IT staff achieved increased flexibility, faster provisioning, redeployed IT staff, reduced IT costs, and improved competitiveness. Finally, review a detailed financial analysis to back up IRMC's 73% annual ROI, and see how they saved.
Getting the Most from Your Call Center Investment
published by Vendor Guru on Jan 04, 2008
Today, companies can prosper from a wide range of computer telephony integration (CTI) solutions. CTI is the full integration of voice and data systems. The convergence of computer systems with call center operations adds increased scalability and muscle to existing business operations.
Telephony Simplified: Finding the Solution that Fits Your Small Business
published by Vendor Guru on Jan 04, 2008
This white paper provides an overview of the basic elements to look for when buying a phone system. It surveysthe landscape of enterprise telephony today: the features available, the pros and cons of traditional and VoIPsystems, and the adaptability of new generation equipment to rapidly changing business needs.
The Top 5 Telephony Solutions Your Business Needs Today
published by Vendor Guru on Jan 04, 2008
Profound developments in business telephony have left some small businesses reeling under perceptions of a steep learning curve for expensive new products. But there’s no reason to be left behind. Affordability is the hallmark of the new generation in business telephony, thanks to hosted IP and other networked solutions. Is your business applying the new technology to best advantage?
Benchmark Portal All-in-One Report
published by Interactive Intelligence on Aug 22, 2007
Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal Inc. say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality.
The Intelligent Contact Center
published by Interactive Intelligence on Aug 22, 2007
The contact center's next evolutionary phase will merge technology and interaction processes dynamically for agent "intelligence" and a more personalized customer experience. And with the fast-paced nature of technology, the Intelligent Contact Center is closer than you think. Read more.
What’s New in Customer Interaction Center (CIC) 2.4
published by Interactive Intelligence on Aug 22, 2007
Miercom Test Labs reviewed the Customer Interaction Center(r) (CIC) IP application suite from Interactive Intelligence, including the operation, capabilities and features of CIC's key components, and awarded the CIC software its distinguished "Performance Verified" certification. Read why.
VoIP-News Phone Systems Buyer's Guide
published by Tippit VoIP on May 07, 2007
Key factors to consider before purchasing a VoIP/PBX phone system.
Delivering via Customer Service via the Contact Center and the Web
published by Microsoft Dynamics CRM on Mar 11, 2010
Covering All Points of Attack. As the availability of product and service information on the Internet grows, both the providers and receivers of service have larger networks through which to communicate, interact and transact.
Sprint Microsoft UC Deployment Case Study
published by Sprint on Nov 04, 2009
In this webinar you will see how Sprint converges voice, video, email, IM, texting all together in one ecosystem for a successful Unified Communications systems. Learn how Sprint Microsoft UC Deployment can help your business today.
Top 5 IT Budget Killers (and how you can fight back)
published by IBM on Aug 28, 2009
You've already taken basic cost-cutting steps and saved the easy money. You know that you need to dig deeper. But where should you start? What's killing your IT budget?
Low Administration ROI Tool
published by IBM on Aug 28, 2009
Use the IDS Low Administration ROI tool to assess potential savings and expenses in deploying IBM Informix Dynamic Server 11.
Converting Service Calls Into Sales with Real-Time Offer Management
published by SAP 2 on Aug 21, 2009
Read about the concept of real-time offer management, and how service-intensive companies are using it to transform inbound customer service calls into sales opportunities. The idea is to empower call centers and Web portal applications with relevant, timely, personalized offers.
Building Reliable IP Telephony Systems
published by ShoreTel on Aug 21, 2009
One of the most important pieces of keeping a business afloat is reflected in its voice system. This white paper takes a comprehensive, yet understandable, look into the world of IP telephony systems by defining reliability and availability, and discussing the important pieces to review when selecting a voice system.
Contact Center Services: Testing & Monitoring Solutions
published by Clarus Systems on Mar 18, 2008
Clarus Systems, Inc. has collaborated with IQ Services to deliver technology independent testing solutions that enhance end-to-end voice process lifecycle management within the contact center. The goal is to ensure a positive customer experience by incorporating voice testing and monitoring into every step of your contact center's life cycle - resulting in confidence that your solution works as designed.
Filter Press Basics and Issues vs. Alternative Batch or Continuous Replacement Tech
published by Genesys on Mar 01, 2008
Filtration experts have discussed filter presses and their perceived shortcomings. This article discusses filter presses as well as the batch or continuous filtration alternatives to replace them.
Contact Center Software: Compare 6 Leading Solutions
published by InsideCRM.com on Nov 05, 2007
Shopping for a contact-center solution can be confusing and frustrating, so let us do the leg work for you! This easy-to-use guide compares the major vendors offering contact-center solutions today, including Genesys, Oracle, Verizon and many others.
Call Center Buyer's Guide: Learn Which Solution is Right For Your Business
published by InsideCRM.com on Nov 05, 2007
Considering adding a contact center to your business? Our analyst-written buyer's guide is a great place to start your search. We provide you with an in depth market overview, a rundown of standard and advanced features and will point you in the direction that will be most beneficial and efficient for your organization.
Citrix GoToAssist 8.0 Security White Paper
published by Citrix Online UK on Oct 31, 2007
GoToAssist is a hosted service that provides a way to deliver remote support to Windows-based computers. GoToAssist allows a user to request support from a support representative and then allows that representative to view and optionally control the end user's PC remotely. This guide is for Citrix® GoToAssist® customers and other stakeholders that need to understand how GoToAssist impacts information security risk and compliance in their environment.
Maximize the Savings of Call Center Multi-Sourcing (While Protecting Service Levels)
published by Echopass on Sep 07, 2007
Not all companies that have adopted multi-sourcing have realized the expected levels of savings. A single over-arching problem is often the cause when multi-sourcing delivers disappointing results in service and/or savings.
Bringing Humanity Back to the Web
published by Live Person on Jan 22, 2007
In today’s world, it may seem like there is barely enough time to stay on top of running a business, let alone for perceived luxuries like personal interaction over every transaction. This white paper looks at the benefits of combining two popular online communication tools- email marketing and live chat - to boost customer loyalty and retention.
Secure Remote Control for IT Organizations
published by Symantec on Nov 02, 2006
Remote control software has proven to be a cost-effective way of providing remote support. This paper examines how these products provide a cost-effective help desk tool and defines necessary security requirements.
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