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 ...

The Cloud-based Telework Solution: Using the Cloud to Offload Remote Access Costs and Complexity [ Source: Pareto Networks ]
June 2010- By combining a cloud-based management platform with user-friendly devices, Pareto Networks has pioneered a new approach to remote access with the simplicity, centralized visibility & control, and economies of scale needed for broad deployment to permanent teleworkers. The Pareto Branch On DemandTM Solution enables organizations to fully realize the benefits of teleworking via a pay-as-you-grow subscription model and without the complexity or limitations of traditional multi-service router, firewall, SSL VPN or access point solutions.

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 ...

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 ...

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 efficiency ...

A User-Centric Approach to Proactive IT Management [ Source: Aternity ]
January 2011- Read in only 5 pages about how Global 2000 organizations are monitoring end user behavior in physical and virtual desktop environments with Aternity’s Frontline Performance Intelligence Platform. Monitor the Cloud, drive SLAs, Citrix/VDI monitoring, and much more.

Building Reliable IP Telephony Systems: How Architecture and Design Differentiate ShoreTel from the Competition [ Source: ShoreTel ]
October 2010- Reliability is the most critical aspect of a business phone system. IP telephony systems will deliver differing service levels because their architecture is fundamentally different. Ironically, optimal architecture and design does not only deliver high reliability, but also produces a system that is easy to use and manage.

This whitepaper defines reliability and availability and then compares the approaches of various IP telephony vendors take to ensure high availability. You will see how ...

The Cloud-based Telework Solution: Using the Cloud to Offload Remote Access Costs and Complexity [ Source: Pareto Networks ]
June 2010- By combining a cloud-based management platform with user-friendly devices, Pareto Networks has pioneered a new approach to remote access with the simplicity, centralized visibility & control, and economies of scale needed for broad deployment to permanent teleworkers. The Pareto Branch On DemandTM Solution enables organizations to fully realize the benefits of teleworking via a pay-as-you-grow subscription model and without the complexity or limitations of traditional multi-service router, firewall, SSL VPN or access point solutions.

9 Savvy Ways To Reduce The Cost Of Your Existing Enterprise IP Telephony Network [ Source: BCS-IT ]
January 2010- Enterprise IP telephony proved to be a great communication tool to unite distant employees in a solid team, to reduce costs for international calls, and to improve productivity. Moreover, there are many ways to make enterprise IP telephony network usage even more attractive. This white paper focuses on effective ways to reduce expenses for paid calls and other cost-saving measures.

Telcos in the Cloud: Claiming a Seat at the Table [ Source: VoiceCon ]
July 2009- Given the myriad challenges telcos face to their core businesses, they cannot allow themselves to be left out of the emerging "cloud" revenue opportunity. They must get on the cloud bus or risk being thrown under it.

Also in this report:
- Telcos are beginning to insert themselves into the cloud conversation by approaching the cloud in a way that highlights their current network assets and network-related capabilities.

...