Collaboration Services Rising
In the report, we detail current perceptions of managed collaboration services and capabilities by analyzing data collected from a recent survey of IT professionals, performed by InformationWeek Research. The findings paint a surprisingly clear picture.
Call Centers
(165)
A Context-Aware Smart-Call-Center Solution: Improving Customer Service for Online Games
[ Source: IBM ]
January 2008-Call centers play an important role in the online game industry, using automatic call navigation, information integration, and human agent communication to provide interactive services to assist customers. This paper proposes a context-aware smart-call-center solution which increases customer satisfaction and provides cost savings to online game operators. By leveraging VoIP (Voice over Internet Protocol) technology and transmitting contextual information for the player and the game, the smart call center enables a context-aware service capability, helping ....
[WHITE PAPER]
Unified Communications: Results From The Test Lab
[ Source: VoiceCon Orlando 2009 ]
April 2009-Does Microsoft Office Communications Server Release 2 represent a major step forward for Microsoft in terms of supporting voice functionality that approaches the level we expect from legacy PBXes? Does OCS R2 perform up to enterprise levels of expectations? And how do other vendors’ UC capabilities stack up to OCSes? Rob Smithers, from Miercom, a leading test lab, will let you in on their latest findings, including: Does OCS Release 2 support a critical mass ....
[PRESENTATION]
Contact Center Market Update
[ Source: McGee-Smith Analytics ]
November 2008-The purpose of Unified Communications is to improve the efficiency of interactions in personal and collaborative communications. This presentation explores the shifting role of contact centers.
[WHITE PAPER]
Enterprise Videoconferencing: The Products And The Players
[ Source: VoiceCon Orlando 2009 ]
March 2009-Once you've determined what types of video applications are right for specific users and situations, you need to procure a system that delivers a product that meets these needs. Analyst Andrew Davis offers a roster of the vendors and their products in each of the video categories (immersive telepresence, room, and desktop). In addition, you'll find out who the market share leaders are, what differentiates the offerings within each category, and what these products cost. ....
[PRESENTATION]
iPhones In The Enterprise - Open To All Attendees
[ Source: Range Networks ]
May 2008-Are iPhones ready for business? Some never thought iPhones would make it for personal use. Now Range Networks profiles iPhones and their business capabilities in this presentation.
[WHITE PAPER]
10 Questions to Ask When Choosing a Video IP (VoIP) Phone
[ Source: TANDBERG ]
May 2009-In a world of virtual teams and global operations, face-to-face communication shouldn’t be limited to colleagues who work at the same location. And, if your organization is utilizing VoIP (Voice over Internet) technology to make and receive calls, then you’re ready for the new generation of video-enabled phones, or Video IP Phones. They give any employee the ability to collaborate with any colleague in any location face-to-face. As a result, eye contact, body language, voice ....
[WHITE PAPER]
Implementing a Telecommuting Program
[ Source: Avaya ]
January 2008-Telecommuting or telework is defined as the use of computers and telecommunications infrastructure to make possible work in a location different from a centralized contact center environment. It should be distinguished from highly mobile workers whose work involve that they work at many locations. This white paper briefs on the establishment of an effectual telecommuting program for contact center agents in which the agent’s home is the primary workplace.
[WHITE PAPER]
Fixed/Mobile Convergence: What's Real For The Enterprise?
[ Source: dBrn Associates, Inc. ]
March 2008-here are lots of different ways to do fixed/mobile convergence. Each solution addresses a different set of perceived problems and provides a different set of capabilities. It is important that you understand what you are getting, the costs involved, and to be able to discuss these various solutions and their benefits with your users. dBrn explores FMC in this presentation.
[WHITE PAPER]
Nortel Network Symposium Call Center Server Links PC Connection to Excellent Customer Service
[ Source: Nortel Networks ]
January 2008-PC Connection is a direct marketer of Information Technology (IT) products to businesses and consumers worldwide. PC Connection needed a contact center solution that could filter rapidly increasing call volumes to 1,250 specialized agents through networked locations and provide skill-based routing in five locations across the United States. With Nortel Networks Symposium Call Center Server, inbound callers are immediately linked to the most appropriate representative to best serve customer needs. Achieving this impeccable level of ....
[WHITE PAPER]
QoS & QoE: Voice Quality Across Distributed Networks
[ Source: VoiceCon Orlando 2009 ]
April 2009-Enterprises continue to grapple with implementing quality of service (QoS), especially for real-time applications over the wide area. But just as important is the less tangible concern that’s come to be known as quality of experience (QoE). In this presentation, NetForecast discusses what you'll have to do to ensure that wide-area voice traffic metrics meet network-level QoS requirements.
[PRESENTATION]
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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 ....
[WHITE PAPER]
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 ....
[WHITE PAPER]
Spector 360 for Call Centers
[ Source: SpectorSoft Corporation ]
June 2006-
Just like your Call Recorder does for phone activity, Spector 360 enables you to improve Call Center performance and security by centrally monitoring EVERYTHING your agents do on the computer.
Spector 360 lets you automatically RECORD all agent activity. REVIEW using high-level charts and graphs. Quickly ANALYZE trends and patterns. Drill down to INVESTIGATE unproductive behavior. SEARCH for specific details. And REPORT your findings from the convenience of your desktop.
Spector 360 ....
[DATA SHEET]
Crazy John's: CRM Platform for Expansion
[ Source: ciboodle ]
June 2008-
With over 100 retail stores nationwide and an ambitious plan to launch Crazy John's as Australia's first large scale mobile virtual network enabler (MVNE), a greenfield CRM sales and service solution was required to provide high profile brand partners the ability to deliver new products to market. The solution would also need to leverage existing investments in billing, marketing and financial systems and have the capacity to scale in line with expansion plans.
[CASE STUDY]
Mentor Graphics Collects Customer Feedback for Product Innovation
[ Source: Brightidea, Inc. ]
December 2008-
In June 2008, Mentor Graphics launched Mentor Ideas, a Web-based environment for capturing product enhancement ideas from customers. This initiative is focused on the Mentor Graphics PADS product line and customers, and, due to the success of the initial pilot, the company has now launched a similar initiative for its Expedition product line.
[CASE STUDY]
Improving Bottom Line Performance Through Precision Forecasting And Scheduling
[ Source: GMT Corporation ]
March 2009-
Whether in a contact center or bank branch environment, workforce managers everywhere face the constant challenge of balancing the yin and yang priorities of service levels and labor costs. This is especially true in today's economic environment where inaccurate forecasts can lead to poor scheduling decisions and can have dramatic impact on bottom line profitability. In this guide, GMT Corp. analyzes how to improve bottom-line performance in contact centers and bank branches through precision forecasting ....
[WHITE PAPER]
Complying With FTC Telemarketing Legislation Using the Noble Contact Center Technology Suite
[ Source: Noble Systems ]
January 2008-
The Telemarketing and Call Center industry is the target of several legislative changes that will affect the way companies conduct their day-to-day business. The Federal Trade Commission has enacted new regulatory guidelines that place limits on abandoned call rates, require ANI broadcasting, and impose adherence to a National Do Not Call list. Each of these rules can have a substantial impact on managing a call center’s operations. Noble Systems have developed a series of innovative ....
[WHITE PAPER]
Remote Call Center Security
[ Source: PhoneFactor ]
February 2009-
Call centers continue to move toward the cost-effective business model of at-home agents to maintain an onshore work force, but there is an increased risk of a security breach associated with at-home workers operating on their own equipment across unknown networks.
Depending on the industry served, call centers must meet any number of strict standards for maintaining password security. Many two-factor authentication systems are difficult and expensive to implement and administer, leading to limited ....
[CASE STUDY]
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 ....
[WHITE PAPER]
Nortel Network Symposium Call Center Server Links PC Connection to Excellent Customer Service
[ Source: Nortel Networks ]
January 2008-
PC Connection is a direct marketer of Information Technology (IT) products to businesses and consumers worldwide. PC Connection needed a contact center solution that could filter rapidly increasing call volumes to 1,250 specialized agents through networked locations and provide skill-based routing in five locations across the United States. With Nortel Networks Symposium Call Center Server, inbound callers are immediately linked to the most appropriate representative to best serve customer needs. Achieving this impeccable level of ....
[WHITE PAPER]
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A Lifecycle Practice For Attrition In The Call Center
[ Source: Knowlagent ]
October 2008-
Who cares about attrition? If it concerns the effort involved in hiring 30-50 percent of the workforce every six months, human resources does. If it concerns the length of time it takes for new hires to become adequate, supervisors do. The lifecycle approach is based on addressing different attrition factors at different stages of the agent lifecycle. Solving the challenges at each stage requires different tactics, but the underlying strategy for each relates to the ....
[WHITE PAPER]
Hardphones, Softphones, And Next-Gen Systems
[ Source: VoiceCon Orlando 2009 ]
April 2009-
The demise of the desk phone has been predicted for several years now, but there’s little evidence of even much of a decline in desk phone deployments. In the current economic downturn, should there be a reassessment of the 30% to 40% of a new system’ cost that’s devoted to desktop instruments? What’s the case for deploying a desk phone to non-customer-facing employees? In this presentation, Stephen Leaden debates whether budget cuts should finally force ....
[PRESENTATION]
Improving Bottom Line Performance Through Precision Forecasting And Scheduling
[ Source: GMT Corporation ]
March 2009-
Whether in a contact center or bank branch environment, workforce managers everywhere face the constant challenge of balancing the yin and yang priorities of service levels and labor costs. This is especially true in today's economic environment where inaccurate forecasts can lead to poor scheduling decisions and can have dramatic impact on bottom line profitability. In this guide, GMT Corp. analyzes how to improve bottom-line performance in contact centers and bank branches through precision forecasting ....
[WHITE PAPER]
Contact Center Market Update
[ Source: McGee-Smith Analytics ]
November 2008-
The purpose of Unified Communications is to improve the efficiency of interactions in personal and collaborative communications. This presentation explores the shifting role of contact centers.
[WHITE PAPER]
Deploying a Green IP Telephony Network
[ Source: Extreme Networks ]
May 2008-
Simple actions and smart methods for running IP telephones and Ethernet switches, repeated many times over, can make a big difference in going green.
[WHITE PAPER]
Strata8 Tackles Enterprise Cellular Space
[ Source: Strata8 Networks ]
April 2008-
Strata8 Networks' enterprise cellular platform provides next-generation, SIP-based wireless capabilities on secure licensed spectrum.
[WHITE PAPER]
OCS 2007 vs. Sametime 8.0: Comparing Unified Communications Solutions
[ Source: VoiceCon ]
March 2008-
Microsoft's Office Communications Server 2007 and IBM Lotus' Sametime 8.0 represent two distinct choices as unified communications solutions.
[WHITE PAPER]
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.
[WHITE PAPER]
SOA: Implementation and Role in Converged Networks
[ Source: Siemens ]
March 2008-
Leveraging service-oriented architecture (SOA) can enable unified enterprises, thanks to a range of communications capabilities including rules-based call routing, advanced call reporting, priority call handling, and contact list management.
[WHITE PAPER]
IP Telephony, Videoconferencing Boost Credit Union Services
[ Source: Mountain America CU ]
March 2008-
With 230,000 members and 50 locations scattered across four states, Mountain America Credit Union deploys an IP telephony and video solution over a single IP communications infrastructure to improve member service and satisfaction.
[WHITE PAPER]
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