The Hidden Cost Of Technology Failure In The Contact Center
[ Source: Empirix ]
September 2009-A new survey conducted among UK enterprises by the Customer Experience Foundation, sponsored by Empirix, has uncovered the dramatic effect that delays in contact center technology projects can have on costs, customer service, and business overall. As part of the study, UK business, technical, and project management staff at more than 100 private sector companies were interviewed.
Unified Communications Applications With A Payoff Today
[ Source: Interop ]
May 2009-There are only two reasons to adopt Unified Communications: to save your enterprise money, or to enable new revenue growth. In this session with Karen Bailey, you'll hear from technologists with experience in accomplishing both of these objectives via Unified Communications technology.
Unified Communications In Two Easy Steps
[ Source: Interop ]
May 2009-According to Jeff Ridley, director of product management at ShoreTel, approaching Unified Communications as a single deployment limits flexibility, and “my-way-or-the-highway” solutions add cost and complexity. Successful deployments require two steps: deploying an IP telephony system that satisfies your requirements, and integrating UC applications that increase capabilities. Learn more, and receive a network assessment guide.
VoIP Security Challenges Evaluated
[ Source: Cisco ]
March 2008-This presentation examines the security challenges faced by voice systems, including threats such as toll fraud, eavesdropping, call hijacking, and spam.
Call Center And Contact Center Solutions
[ Source: Drishti-Soft Solutions ]
March 2008-The Indian Domestic Call center industry is already worth about $1.8 billion and is expected to grow by 35% in the next four years. Given the tight working constraints of competition, resource expertise, and thinning margins, how can domestic call center increase profitability?
ShoreTel's Response To VoiceCon RFP For An IP Telephony System
[ Source: VoiceCon Orlando 2009 ]
March 2009-ShoreTel's Jeff Ridley presents the company's response to the VoiceCon RFP for an IP telephony system during a panel discussion at VoiceCon Orlando 2009. The ShoreTel IP solution is a single system distributed over multiple sites, with call control distributed across the network via the ShoreGear voice switches deployed at each location. Each ShoreGear switch contains the system routing configuration and performs its own call control, providing a single system distributed across all locations and ....
Rebuilding The IT Organization For Converged Networks
[ Source: GSX Corporation ]
March 2008-How should staff responsibilities be assigned and expertise utilized in enterprises where voice capabilities run on the "data" IP infrastructure and integrate with business applications? How do you break down whatever barriers exist among "voice," "data" and "applications" people? GSX explores converged networks in this presentation.
Next-Generation VoIP Network Architecture
[ Source: MultiService Forum ]
January 2008-The term ""Voice over IP"" (VoIP) describes the transport of voice over IP based networks; it is a generic term that covers deployments ranging in complexity from hobbyists using the internet to get free phone calls on a peer to peer basis, to full scale PSTN replacement networks. In carrier networks VoIP has been mainly deployed in enterprise networks or as a trunking technology to reduce transport costs in voice backbone networks. This White paper ....
A Sample Configuration of AutoQoS for VoIP on Cisco 3825/2811 Routers and Catalyst 4503/3750 Switches to Support Avaya Communication Manager and the Avaya IP Telephones - Issue 1.0
[ Source: Avaya ]
January 2008-These Application Notes published by Avaya describes the procedures to configure the AutoQoS features for VoIP on the Cisco Routers and Catalyst Switches. The AutoQoS features provide QoS service for the Avaya S87xx Series servers running Avaya Communication Manager software and the Avaya IP Telephones using a Cisco network infrastructure. These Application Notes also apply to other Avaya Servers running Avaya Communication Manager software.
Voice Over Wireless LANs And Fixed Mobile Convergence
[ Source: Interop ]
May 2009-Research indicates that over 70% of large enterprise organizations either use voice over WLAN technology or plan to add it within the next 12 months. Up until now, WLAN voice has been deployed on a small scale in a few industry vertical markets like healthcare, retail, and materials handling. That capability is now being extended to the general office population where it can be used to reduce cellular costs, increase productivity, and improve accessibility for ....
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 ....
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 ....
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.
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.
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 ....
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 ....
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.
....
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 ....
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 ....
The Hidden Cost Of Technology Failure In The Contact Center
[ Source: Empirix ]
September 2009-
A new survey conducted among UK enterprises by the Customer Experience Foundation, sponsored by Empirix, has uncovered the dramatic effect that delays in contact center technology projects can have on costs, customer service, and business overall. As part of the study, UK business, technical, and project management staff at more than 100 private sector companies were interviewed.
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.
....
Call Center And Contact Center Solutions
[ Source: Drishti-Soft Solutions ]
March 2008-
The Indian Domestic Call center industry is already worth about $1.8 billion and is expected to grow by 35% in the next four years. Given the tight working constraints of competition, resource expertise, and thinning margins, how can domestic call center increase profitability?
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 ....
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 ....
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 ....
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.
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.
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.
OCS 2007 vs. Sametime 8.0: Comparing Unified Communications Solutions
[ Source: Wainhouse Research ]
March 2008-
Microsoft's Office Communications Server 2007 and IBM Lotus' Sametime 8.0 represent two distinct choices as unified communications solutions.
Networking and Unified Communications
IT managers face a difficult task in trying to offer robust services and applications while reducing IT costs and complexity. With unified communications, IT managers can...
Internet Protocol (IP) Communications: what users really think of it
Both CIOs and IT teams agree that IP Communications can be of tremendous value. This survey reveals why IP adoption is increasing at a rapid rate, as well as the concerns surrounding IP.
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