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.
March 2008- Merced Systems focuses on the following facets in this presentation: customer operations performance management; metric strategy; dependence of metric strategy with data and reporting; metric strategy best practices and pitfalls; and business impact.
March 2008- Contact centers are included in 30% to 50% of enterprise communications implementations. McGee-Smith reviews the state of the contact center in this presentation. Enterprise application integration offerings are reviewed, among others.
March 2008- This presentation explores the key elements necessary in maximizing customer intelligence in the contact center.
March 2008- This presentation examines the security challenges faced by voice systems, including threats such as toll fraud, eavesdropping, call hijacking, and spam.
March 2008- Unified voice system management can propel enterprises toward greater visibility, lower costs, better customer service, and increased security.
March 2008- This presentation shows how IP telephony can deliver business value and demonstrates how a Web site can be voice-enabled in minutes.
March 2008- Avaya presents a telephony system solution for VoiceCon at its headquarters and two remote facilities. The RFP examines the needs and challenges of the VoiceCon system.
May 2007- Communications Service Providers (CSPs) must integrate knowledge scattered among disparate functional and operational units and deliver best-in-class customer support for converged IP-based services. In addition, CSPs must introduce proactive and predictive capabilities for customer experience differentiation. Infosys’ experts elaborate upon this in the whitepaper.
December 2008- Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the ...
October 2008- There is no more important aspect of developing customer relationships and loyalty than the methods of ongoing communication a firm chooses to use. In today's environment, there are numerous channels of communication that can be employed; more choices than ever before. Making the right choice of customer interaction methods and technologies is one of the most critical tasks for decision-makers in businesses of all sizes. Among the choices that can be employed are well known ...
October 2006- The CRM Mastery whitepaper covers in detail the Neocase CS product from start to finish, as analyzed by CRM industry expert, Jim Berkowitz. The paper discusses the key features of the product vs. industry standards for a solution similar in functionality. Certain aspects of the benefits of such customer service functionality as collaborative workflow, case management, workflows, self-service, knowledge base, advanced SLA management, and audit trails, to name a few, are highlighted.
June 2008- Traditional technologies and techniques for handing customer interactions are holding back improvements to single contact resolution, and are directly impacting on the customer experience and putting customer loyalty at risk. Modern contact center platforms provide the next generation of technology and advanced the techniques required to improve the customer experience, ultimately making single contact resolution a reality. This whitepaper explores how today's contact centers are utilising technology to succeed.
July 2008- This study explores three key aspects of customer communication in the public sector: (1) its critical importance in achieving public sector business objectives, (2) constraints and complexities faced by organizations as they seek to improve it, and (3) the need for new practices and technologies to meet these challenges.
It's not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction
goes up, operating costs go down, and contact-center generated revenue goes up.
There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved. While advances in technology ...
April 2008- Contact Center Value Optimization (CCVO) is an innovative method for making key staffing and management decisions for inbound contact centers. CCVO breaks from traditional approaches by maximizing the difference between costs and the true financial benefit of answering calls to optimize a contact center's performance. Increased revenues, reduced costs, and more efficient use of existing system capabilities can be achieved quickly with no incremental technology investment.
January 2008- This paper published by Oracle explains about building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when one is committed to providing his/her customers with a personalized multi-channel communications experience across sales, marketing, and service interactions, its a must. Siebel CRM Call Center On Demand enables companies to a launch fully functional multi-channel center without the upfront investment in complex hardware and software traditionally required to build a contact ...
January 2008- Juan Valdez is the face of the Federacion Nacional de Cafeteros de Colombia (The National Federation of Colombian Coffee Growers) and Cafe de Colombia. The Federation needed an advanced contact center solution that could handle thousands of calls and route them efficiently, making sure that all callers receive prompt service and the complete information that they were looking for. Pro-cibernetica S.A., a Nortel Advantage Partner in Colombia and provider of enterprise solutions, teamed up ...
January 2008- excelleRx, Inc. a leader in pharmaceutical care relies on the latest contact center technology for advanced medication management. Next-generation Nortel Contact Center and self-service solutions are helping excelleRx serve customers with interactive voice response, speech recognition and multimedia contacts for enhanced medication management and improved operating costs for the company. To offer enhanced medication management services, excelleRx is migrating to the next-generation suite of Nortel Contact Center solutions and applications.
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 ...
January 2008- The Lansforsakringar Alliance is one of Swedens largest financial groups, offering insurance and banking services throughout the country. Lansforsakringar AB decided to look for a self-service contact centre solution that would automate its high-volume transactions. This would tackle simple customer issues more quickly and conveniently, whilst empowering agents to focus more attention upon revenue-generating activities. To deliver the most comprehensive level of functionality as cost-effectively and easily as possible, Lansforsakringar chose a state-of-the-art Nortel ...
January 2008- Johnson Controls wanted to focus more closely on their core businesses and get rid of distractions that were hindering their growth. In short, they wanted to increase productivity and operational efficiencies. In order to help reach their goals, Nortel is providing a suite of Global Services to Johnson Controls including: managed services, with around-the-clock telephony network management across several hundred sites around the world and covering virtually all of Johnson Controls telephony needs - from ...
January 2008- This paper published by Oracle discusses that customers want to be able to contact the user at their convenience using their channel of choice - by phone, e-mail, or Web. And they expect an outstanding experience with superior service. With Oracles Telephony@Work CallCenterAnywhere contact center solution, customers can communicate with the user over the Web by e-mail, text chat, Web callback request, or voice over the internet. This white paper describes how Telephony@...
January 2008- Timken Company is a leading global manufacturer of friction management and power transmission products and services. As part of a comprehensive ""Extreme makeover"" to plan and deploy high-impact network integration and convergence at multiple levels, Timken partnered with Nortel to establish a virtual contact center across branch offices in the United States and in Canada. The Nortel Contact Center solution has created the ability for Timken to handle customer and supplier calls virtually anywhere. The ...
January 2008- In 2004, PowerSeraya Ltd moved its corporate office to Singapores prestigious HarbourFront Place. New telephony requirements had to be addressed. PowerSeraya needed to provide telephone services to 120 employees in its new office, as well as to ensure a reliable communications infrastructure that connect with its power stations in Jurong Island with the corporate office in HarbourFront Place. They deployed an integrated Nortel telephony and contact centre solution including Nortel Meridian 1 Option 11C PBX with Automatic ...
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