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Call Center Software

Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
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The Yin and Yang of Memory Overcommitment in Virtualization

White Paper Published By: Kingston     Published Date: Feb 15, 2011
Learn how to balance the positive and negative effects of memory utilization in virtual infrastructures to better handle system workload and priority--while improving server utilization
Tags : 
virtualization, memory overcommitment, memory performance, memory reclamation, vmware
    
Kingston

The Most Critical Criteria for Successful Videoconferencing Deployments

White Paper Published By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011
Why Ease of Use and Quality of User Experience Are The Most Critical Criteria for Successful Videoconferencing Deployments.
Tags : 
lifesize, videoconferencing deployment, ip-network, user experience, telecommunication
    
LifeSize, a division of Logitech

ROI Videoconferencing Tips

White Paper Published By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011
ROI helps facilitate project approvals internally and can be used as a catalyst for value derived through implementation of a product. Value can be derived from hard dollar savings, improving time to market for your own product or service, bring experts together in a "virtual" room, and in other ways.
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lifesize, videoconferencing, roi, telecommunication, ip networks
    
LifeSize, a division of Logitech

Key Points When Considering a Videoconferencing Platform/Manufacturer

White Paper Published By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011
There are key points to consider when looking for a videoconferencing system. As independent Telecommunications and IT consultants, part of what we do is to evaluate various products and systems regularly for mid-to-large enterprise clients, from 500 to over 30,000 employees. At a high level evaluation elements include costs, technology and features, and service.
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lifesize, roi, telecommunication, best user experience, ip networks
    
LifeSize, a division of Logitech

Why 2011 Is The Year of Videoconferencing

White Paper Published By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011
As an industry expert in VoIP and UC technologies, I am personally declaring "2011 as the Year of Videoconferencing". Yes videoconferencing is here and it's going mainstream - BIG time. Read this white paper to find out why.
Tags : 
lifesize, roi, telecommunication, voip, web conferencing
    
LifeSize, a division of Logitech

Bringing Humanity Back to the Web

White Paper Published By: Live Person     Published Date: Jan 22, 2007
In today’s world, it may seem like there is barely enough time to stay on top of running a business, let alone for perceived luxuries like personal interaction over every transaction. This white paper looks at the benefits of combining two popular online communication tools- email marketing and live chat - to boost customer loyalty and retention.
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email marketing, liveperson, live chat, chat, customer loyalty
    
Live Person

Finding a True Cloud Contact Center: Top 5 Myths Dispelled

White Paper Published By: LiveOps     Published Date: Nov 15, 2010
While delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality.
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liveops, contact center, security, cloud, virtualization
    
LiveOps

Contact Center Security: Moving to the True Cloud

White Paper Published By: LiveOps     Published Date: Oct 05, 2010
Over the past decade, organizations have been increasingly moving away from environments where data is centrally accessed and stored and into distributed, more efficient virtualized environments.
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liveops, contact center, security, cloud, virtualization
    
LiveOps

ROI Case Study: Rice Toyota

White Paper Published By: LogMeIn     Published Date: Jul 18, 2014
A Nucleus Research case study on the experience on Rice Toyota using Rescue.
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logmein rescue, roi case study, toyoate case study, customer support software, crm software
    
LogMeIn

Case Study: Sling Media

White Paper Published By: LogMeIn     Published Date: Jul 18, 2014
A Case Study on Sling Media and its experience of LogMeIn Rescue
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logmein, rescue, sling media, rescue case study, customer support
    
LogMeIn

2013 Live Chat Effectiveness Report

White Paper Published By: LogMeIn     Published Date: Aug 27, 2013
Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. In this year’s report, we explore how Internet shoppers use these various channels to inform purchase decisions and seek help from customer service. Readers will learn the channels that shoppers prefer in given scenarios and how to prepare their teams for optimal engagement.
Tags : 
live chat report, social media, purchasing behavior, logmein, internet shoppers
    
LogMeIn

Measuring Customer Satisfaction with Support Services

White Paper Published By: LogMeIn Rescue     Published Date: Oct 21, 2013
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.
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logmein, hdi research corner, customer satisfaction, customer support, support services
    
LogMeIn Rescue

Cost Effective Software Solutions

White Paper Published By: M3 Consulting, Inc.     Published Date: Feb 03, 2011
Offshoring Is a Cost Effective Solution to Your IT Needs
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software design, application development, web design, offshoring, it solutions
    
M3 Consulting, Inc.

Run Your Customer Service Operations At A Lower Cost

Webinar Published By: Microsoft Corporation     Published Date: Oct 19, 2010
Join us for this webcast to learn how Microsoft® Dynamics CRM Online provides complete service management functionality to help you manage cases, contracts, and knowledge.
Tags : 
microsoft dynamics crm online, customer service operation, cloud, business productivity, contact management
    
Microsoft Corporation

Delivering via Customer Service via the Contact Center and the Web

White Paper Published By: Microsoft Dynamics CRM     Published Date: Mar 11, 2010
Covering All Points of Attack. As the availability of product and service information on the Internet grows, both the providers and receivers of service have larger networks through which to communicate, interact and transact.
Tags : 
microsoft dynamic crm, service delivery, contact center, customer satisfaction, customer relationship management
    
Microsoft Dynamics CRM

Self-Service: Putting Customers First Makes You a Winner

White Paper Published By: Microsoft Dynamics CRM     Published Date: Mar 02, 2010
While the new generation of self-service applications for the Web and IVR is excellent, successful self-service programs will depend on giving customers choices and striking the right balance.
Tags : 
microsoft dynamics crm, contact call center, self-service application, ivr, interactive voice response
    
Microsoft Dynamics CRM

MITEL FREEDOM ARCHITECTURE - VOICE VIRTUALIZATION - ANY DEVICE ANYWHERE

White Paper Published By: Mitel     Published Date: Dec 28, 2010
The Mitel Freedom architecture provides organizations with a single stream, software-based
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voip, pbx, wireless, mobility, ivr
    
Mitel

Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth

White Paper Published By: Oracle Global Marketing     Published Date: Nov 16, 2011
Learn how to meet expectations on the evolving consumer journey through the cross-channel commerce landscape of today, driven by technical trends.
Tags : 
ecommerce, business research, enterprise technology, it solution, retail applications
    
Oracle Global Marketing

Three Things Your Field Service Organization Needs to Know About IoT

White Paper Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
The Internet of Things (IoT) is connecting our world in ways that were unimaginable 10 years ago—collecting data on everything we do and using it to streamline our daily activities. In doing so, IoT is changing the way that consumers think about service. Service organizations must be prepared to support these new customer expectations to ensure continued satisfaction to strengthen and foster loyalty. Additionally, IoT is making its way into the enterprise, especially among organizations in industries like utilities, oil and gas, medical devices, manufacturing and telecommunications. Connected devices enable more efficient processes for maintenance and repair by constantly providing information on machines’ performance, environmental conditions, and possible failures. For example, a connected washing machine in a customer’s home could automatically send out an error report to the manufacturer when it experiences a failure. This is where field service management comes in.
Tags : 
oracle, service cloud, service management, customer interaction, internet of things
    
Oracle Service Cloud

Forrester Report: Contact Centers Must Go Digital or Die

White Paper Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.
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oracle, service cloud, forrester report, contact centers, application integration
    
Oracle Service Cloud

The CRM Champion's Guide to Adoption

White Paper Published By: Salesforce.com     Published Date: Oct 22, 2009
How a CRM project is planned, implemented, and promoted is crucial when it comes to adoption. In this whitepaper you'll learn how to avoid some common pitfalls that often hinder adoption, such as lack of executive endorsement, IT constraints, structural inflexibility and more. Prepare for the pitfalls before implementation and your return on CRM investment will soar.
Tags : 
salesforce, crm, project management, roi, sales
    
Salesforce.com

13 Reasons Sales Reps Love Salesforce CRM

White Paper Published By: Salesforce.com     Published Date: Apr 27, 2009
Regular usage of Salesforce CRM is important to driving full adoption. To achieve that goal, sales reps need to know how the application benefits them, day after day. The bottom line: Salesforce CRM is not just a tracking tool, it's a sales effectiveness tool.
Tags : 
salesforce, crm, customer relationship management, sales tools, collaboration
    
Salesforce.com

Salesforce CRM Mobile Implementation Guide

White Paper Published By: Salesforce.com     Published Date: Mar 11, 2008
This 34 page guide readies you for a Salesforce Mobile rollout. Salesforce Mobile helps your mobile teams succeed by keeping them in touch with the latest data, whenever and wherever they need it, directly from mobile devices. With Salesforce Mobile, field professionals are prompted to log information directly in Salesforce or AppExchange apps immediately after important customer calls, emails, and appointments, so critical information is logged in near real time.
Tags : 
salesforce, crm, customer relationship management, sales tools, collaboration
    
Salesforce.com

SAP Business Communications Management Rapid-Deployment Solution

White Paper Published By: SAP     Published Date: Mar 28, 2011
See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits.
Tags : 
sap, sap business communications management, sap crm, ip networks, call center management
    
SAP

The Team At The Top - Is it Really The Team?

White Paper Published By: Senn Delaney     Published Date: Jul 13, 2010
CEOs and their senior leadership of most major corporations are usually highly proficient individuals who run their business units or functions efficiently but they may not work as well together to guide the overall firm.
Tags : 
senn delaney, customer focused, enterprise leadership, shared service, brand management
    
Senn Delaney
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