Contact Center Compliance With the New California Telemarketing Legislation
[ Source: Noble Systems ]
January 2008-
The California Public Utilities Commission has mandated new guidelines limiting allowable abandonment rates for companies utilizing predictive dialers to make outbound phone calls to residents of the state. Telemarketers are required to keep records of all abandoned calls to ensure compliance. This paper provides outlines of new regulations. It also presents suggestions for technologies and methods that contact centers can use to stay in compliance with the new laws, not only in California, but as ....
Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
[ Source: University of Pennsylvania ]
January 2008-
A call center is a centralized hub that exists solely for the purpose of making or attending calls to or from customers or perspective customers. In today’s economy, call centers have not only become the primary point of contact between customers and businesses but also a major investment for many organizations. Due to the magnitude of these operations, call center supervisors need to staff their organization efficiently in order to provide a satisfactory level of ....
HD VoIP Sounds Better
[ Source: Audiocodes ]
January 2009-
For over 100 years, telephones have grown to become a primary means of communications in both our personal and business lives. Even with all the changes from analog to digital, wireline to mobile and eventually to Voice over IP, one thing has remained consistent – limited audio quality. Why do we have to sound like air traffic controllers when spelling out confirmation codes? “Papa, Alpha, Delta”. This is due to the limitations that the ....
Unified Communications: Capturing The Growth Wave
[ Source: Ubiquitous Connections ]
June 2009-
Leading research suggests that the Unified Communications (UC) market in Europe is primed for phenomenal growth over the next four to five years. Despite this, there is little evidence that the manufacturing vendors in the space are making the required investments in order to capitalize on the growth opportunity. Recognizing that UC represents an expanded chapter of the convergence of voice, data and video, vendors need to develop sales channels with improved capabilities, new routes ....
Revealing VOIP Adoption Trends
[ Source: Interactive Intelligence ]
August 2009-
Is your company ahead of the pack or lagging behind when it comes to VOIP adoption?
Find out when you read the answers provided by CIO Magazine subscribers.
In this research report you’ll discover:
• Management’s top concerns
• Factors driving adoption
• Who’s using VOIP
Read the full report today.
4G And Its Evolution
[ Source: Tata Consultancy Services Ltd ]
May 2009-
This paper focuses on 4G -- its features, initiatives, architectures, business models, specifications like physical and MAC layer, channel access, error control coding, and OFDM. Higher-layer issues, like mobility, congestion, and QoS are also discussed.
Mobile VoIP: IP Convergence Goes Mobile
[ Source: Nokia ]
January 2008-
The telecommunications industry is in the midst of the megatrend of IP (Internet Protocol) convergence, with the shift from circuit-based networks and system to IP packet-based networks being driven by the new rich service innovation opportunities and cost savings they offer. Every level of the value chain is evolving. The most visible aspect of IP convergence is through Voice over IP (VoIP), a way to carry voice calls over an IP network by digitizing and ....
Call Center Voice Biometrics Is Coming
[ Source: CellMax ]
January 2008-
This paper published by Connections Magazine discusses that the call center sector, dynamic by definition, is changing again as new legislation for banking, medical, and homeland security regulations make it necessary for call centers to move quickly now to find highly accurate, proven, low-cost solutions for higher levels of ID authentication. Whether the shift is met proactively or comes as a sudden shock is up to the shrewd operations manager. This is a good time ....
7 Questions to Ask Before Choosing a Video Conferencing Solution:
[ Source: TANDBERG ]
October 2008-
Don’t have the time or money to support the travel demands of your far-flung operations? Video conferencing has emerged as the on-demand solution for a fraction of any travel and expense budget. But the explosion of video communications has created a multitude of video conferencing products — and it’s increasingly difficult to navigate the maze of choices and end up with a solution that’s powerful enough to meet your communications needs ....
Preparing an RFI/RFP for Unified Communications
[ Source: UniComm Consulting, LLC ]
March 2008-
Before you can create a unified communications request for proposal (RFP), you should first define unified communications, figure out what problems you are trying to solve, and choose what and when to buy.