WHITE PAPER - This white paper is intended for executives who are seeking to understand why SIP is a must-have technology for the contact center today.
Posted: September 4, 2008 | Published: September 4, 2008


Topics:  Communications Systems | Contact Centers | Customer Service | Hardware | Instant Messaging | IVR | SIP | SMS

WHITE PAPER - This paper is designed to help enterprises understand how Avaya, with its broad portfolio of systems, applications, built-in recovery features and professional services, can help plan and execute a solid approach to communication continuity preparedness.
Posted: August 22, 2008 | Published: August 22, 2008


Topics:  Business Continuity Planning | Business Intelligence | Contact Centers | Disaster Recovery | Mobile Device Management | Unified Messaging | Unified Messaging Systems

WHITE PAPER - This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low – even when everyone is tightening their budgets.
Posted: August 22, 2008 | Published: August 22, 2008


Topics:  Brand Loyalty | Budgeting | Contact Centers | Cost Benefit Analysis | Customer Loyalty | IVR | Web Conferencing Services

WHITE PAPER - The inefficient methods for supporting a CRM environment are costing clients millions of dollars. This paper discusses new models that ease the cost and time burden for the client while providing a more-intimate client-vendor relationship.
Posted: August 10, 2008 | Published: August 1, 2008


Topics:  Application Performance Management | Best Practices | Contact Centers | CRM | Outsourcing | Time Management | Vendors

WHITE PAPER - This white paper introduces client snapshots which illustrates how implementing specific B2B database marketing tactics improved the results and effectiveness of each company's overall marketing spend.
Posted: August 10, 2008 | Published: August 1, 2008


Topics:  B2B | B2B Integration Software | B2C | Contact Centers | Database Marketing | Financial Management | Information Management | Sales Force Automation

WHITE PAPER - Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.
Posted: July 17, 2008 | Published: April 3, 2008


Topics:  Benefits | Contact Centers | Dashboards | Enterprise | Manufacturing | Marketing | Productivity | Sales

VIDEOCAST - In this case study read how MidAtlantic Farm Credit, a financing company for agribusiness and rural homeowners, utilized Cisco Unified CallConnector for Microsoft Dynamics CRM to provide a 360-degree view of customer information to every employee.
Posted: June 26, 2008 | Premiered: June 19, 2008


Topics:  Contact Centers | CRM | Customer Service | Remote Computing | Systems Implementation | Wireless Applications Software | Wireless Computing | Wireless Systems

WHITE PAPER - How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in the Essential Managers Guide for Intelligent Communications.
Posted: June 9, 2008 | Published: June 5, 2008


Topics:  Business Intelligence | Business Intelligence Software | Communications Networks | Communications Systems | Contact Centers | Customer Satisfaction | IP Telephony | SIP

WHITE PAPER - This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: June 3, 2008 | Published: January 1, 2006


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Predictive Performance Management | Real-time Analytical Software | ROI | User Experience

WHITE PAPER - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
Posted: June 3, 2008 | Published: April 1, 2008


Topics:  Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Customer Service Best Practices | IVR | ROI | Voice Recognition | VoiceXML | VoIP

BOOK - Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.
Posted: June 2, 2008 | Published: May 1, 2008


Topics:  Best Practices | Business Intelligence | Call Center Management | Contact Centers | Customer Service | Information Management

WHITE PAPER - This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.
Posted: June 2, 2008 | Published: January 1, 2008


Topics:  Authentication | Contact Centers | Mobile Workers | Telecommuting | Teleconferences | Training

WHITE PAPER - Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.
Posted: June 2, 2008 | Published: February 1, 2008


Topics:  Best Practices | Business Continuity Planning | Contact Centers | Help Desks | Security | VoIP

PODCAST - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: May 5, 2008 | Premiered: May 5, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Interaction Services | Customer Satisfaction | Performance Testing | Real-time Analytical Software | Sales

WHITE PAPER - Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.
Posted: March 24, 2008 | Published: March 1, 2008


Topics:  Contact Centers | Contact Management | CRM Services | Customer Profiles | Customer Service | Surveys | User Experience