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WHITE PAPER: Posted: May 9, 2008 | Published: May 1, 2008
This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
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sponsored by AMC Technology 
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WHITE PAPER: Posted: May 9, 2008 | Published: May 1, 2008
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
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sponsored by AMC Technology
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WHITE PAPER: Posted: May 9, 2008 | Published: May 1, 2008
This technical integration brief explains how the Siebel CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
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sponsored by AMC Technology
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WHITE PAPER: Posted: April 16, 2008 | Published: April 1, 2008
This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.
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sponsored by Avaya Inc. 
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WEBCAST: Posted: April 9, 2008 | When: January 1, 2007
This presentation will outline the various means for a call center to measure effectiveness, which provide the balance in the balance scorecard.
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sponsored by Numara Software 
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CASE STUDY: Posted: April 8, 2008 | Published: January 1, 2007
Using Envinsa® from Pitney Bowes MapInfo, Cellular South has increased overall knowledge of service availability for customers and employees, drastically improving customer service and decision making across the entire company.
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sponsored by MapInfo Corporation 
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WHITE PAPER: Posted: March 28, 2008 | Published: September 1, 2007
Learn strategies for optimizing your contact center resources to enhance the quality of the customer experiences your centers are providing.
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sponsored by Aspect Software, Inc 
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CASE STUDY: Posted: March 28, 2008 | Published: January 1, 2008
To address the high costs of network operations and of deploying new centres, VAA decided to transition to a Voice over Internet Protocol (VoIP) infrastructure and upgrade its contact centre solutions to help manage its extensive growth.
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sponsored by Aspect Software, Inc
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WHITE PAPER: Posted: March 26, 2008 | Published: September 1, 2007
Sterling Commerce provides a complete suite of applications geared to solving a service provider's customer-centric initiatives--Sterling Multi-Channel Selling.
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sponsored by Sterling Commerce Financial Solutions 
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CASE STUDY: Posted: March 12, 2008 | Published: July 1, 2007
The implementation of Resolution Accelerator was accomplished in less than three months and began providing immediate benefits in terms of reducing exception load and tracking exception volume.
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sponsored by Vitria 
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SOFTWARE LISTING: Posted: March 10, 2008 | Published: January 1, 2006
ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
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sponsored by Extraview Corporation 
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SOFTWARE LISTING: Posted: March 10, 2008 | Published: January 1, 2006
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
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sponsored by Extraview Corporation
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TECHNICAL ARTICLE: Posted: March 6, 2008 | Published: January 29, 2008
When executives at corporate express began looking at ways to improve efficiency, they find more than two dozen separate customer data system running throughout the company.
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sponsored by Dun and Bradstreet 
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WHITE PAPER: Posted: March 5, 2008 | Published: March 4, 2008
The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.
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sponsored by Mindshare Technologies 
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SOFTWARE LISTING: Posted: February 11, 2008 | Published: February 7, 2007
IFS Applications offer business solutions that can be configured to meet the needs of rapidly changing industries facing challenges in an international marketplace.
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sponsored by IFS 
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