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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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Contact Center Metrics that Matter

White Paper Published By: Interactive Intelligence     Published Date: Sep 11, 2013
The customer service contact center thrives on performance metrics. These metrics provide operational insight into the efficiency of the customer service process, including how effectively customer service representatives are performing their duties — as well as how well customers are being served. Many performance metrics are as old as the contact center industry itself and are still in widespread use today. The purpose of this paper is not to disparage existing contact center performance metrics or to suggest that these metrics no longer matter. The authors acknowledge that the metrics that matter to the reader’s contact center are the ones that make sense in that particular situation. Rather, this paper explores some of the emerging metrics that specifically acknowledge and address the changing attitudes, objectives and definition of the contemporary contact center.
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contact center metrics, interactive intelligence, contact centers, industry, representatives
    
Interactive Intelligence

Crossing Boundaries for Contact Centers

White Paper Published By: Interactive Intelligence     Published Date: Sep 11, 2013
Cloud communications provide myriad benefits for organizations, including speed of deployment, the ability to future-proof infrastructure and applications, business continuity, predictable monthly payments, and many more. Most organizations turn to the cloud in order to cost-effectively access enhanced capabilities while eliminating the complexity of deploying and managing premises-based solutions. Cloud-based contact center solutions offer additional benefits, notably the ease of adding or removing agents as needed based on fluctuating or seasonal traffic, ease of deploying remote or at-home agents, and ease of adding multi-channel services.
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interactive intelligence, contact centers, organizations, deployment, cloud
    
Interactive Intelligence

Insurance Contact Centers in the Cloud

White Paper Published By: Interactive Intelligence     Published Date: Sep 11, 2013
Contact centers have long played a vital role in the insurance industry. Prospects and customers use them to get product information and quotes and then submit applications. Insurance agents and advisors rely on contact centers to tap into expertise and handle business and technical issues. Policyholders and members make inquiries or changes to their policies, or conduct financial transactions. Claimants call in to report accidents and check on the status of their claims. The list could go on, but the meaning is clear. Contact centers are major contributors to many key parts of the insurance business, especially the parts that require direct interaction with customers or agents. As a result, contact centers now play a critical role in an insurer’s journey toward becoming more customer-centric.
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interactive intelligence, contact centers, insurance industry, prospects, customers
    
Interactive Intelligence

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.
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live chat report, social media, purchasing behavior, logmein, internet shoppers
    
LogMeIn

The Broadening of Contact Center Horizons

White Paper Published By: Genesys     Published Date: Apr 25, 2013
In this paper, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.
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contact center, customer service, contact center technology, process optimization, performance
    
Genesys

Five Ways to Transform Customer Service into a Strategic Advantage

White Paper Published By: Genesys     Published Date: Apr 25, 2013
Adopting a proactive approach to customer service has the potential to attract customers rather than losing them, to drive growth and innovation instead of hindering both.
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customer service, cast study, change mangement, service, oriented
    
Genesys

Building a Customer-first Foundation to Stay Ahead of the Game

White Paper Published By: Genesys     Published Date: Apr 25, 2013
This whitepaper discusses a deeper logic to multi-channel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.
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customer service, collaboration, multi-channel communication, genesys, core beliefs
    
Genesys

Simplify your Infrastructure

White Paper Published By: CDW Vmware     Published Date: Aug 02, 2012
Your business counts on you for reliable, secure, responsive IT services. It's a nonstop job, with no time off to figure out complex new technologies or wrestle with software solutions designed for larger firms. Virtualization is the way to simplify your IT without unnecessary complexity or cost.
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ebook, reliable, secure, simplify, infrastructure
    
CDW Vmware

Beyond the Insurance Contact Center: The Communications Center of the Future

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.
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call center management, call center software
    
Interactive Intelligence

The New Customer Service Model in Insurance: Enabled by Unified Insurance Solutions

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read how to improve cross-selling and up-selling, claims efficiency and market opportunities from insurance and IT industry authority, Mark Breading, SMA partner at SMA Strategy Meets Action.
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call center management, call center software
    
Interactive Intelligence

The Evolving Role of Process Automation and the Customer Service Experience

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization.
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call center management, call center software
    
Interactive Intelligence

Humanizing Business Process Automation: Optimizing Performance for Employees and Customers

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read this whitepaper to learn why the human perspective is vital to BPA success.
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call center management, call center software
    
Interactive Intelligence

The Social Alphabet: What You Need to Know About Social Media as the Ultimate Communication Channel

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
ocial media is a valued communication channel for business. Yet many businesses still have questions about how to implement social media initiatives and where the contact center fits in.
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call center management, call center software
    
Interactive Intelligence

The Secret to a Lasting Relationship: How Proactive Customer Contact Improves Customer Satisfaction

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
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call center management, call center software
    
Interactive Intelligence

Part 1: Home Agents: The Big Game Changer

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
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call center management, call center software
    
Interactive Intelligence

The Business Value of Consolidating and Centralizing Communications

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.
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call center management, call center software
    
Interactive Intelligence

A Realistic Look at Social Media and the Contact Center

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Integrating social media for customer care isn't really the question for businesses anymore.
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call center management, call center software
    
Interactive Intelligence

How the Interaction Center Platform® has Changed the Communications Industry

White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
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call center management, call center software
    
Interactive Intelligence

Workload Automation Challenges and Opportunities

White Paper Published By: BMC Software     Published Date: Dec 21, 2011
This Executive Brief discusses IDC's perspective on how enterprise workload management requirements are changing and highlights the ways that workload automation solutions can address these emerging requirements
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consolidate, schedulers, infrastructure, enterprise, workloads
    
BMC Software

Zscaler ThreatLabZ Q3 2011 State of the Web Report

White Paper Published By: ZScaler     Published Date: Dec 13, 2011
Leveraging a combined view of billions of daily web transactions-spanning millions of enterprise users across over 140 countries - Zscaler ThreatLabZ delivers the State of the Web Q3 2011 Report.
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blue coat, proxy sg, url filtering, web 2.0, cloud security
    
ZScaler

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.
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ecommerce, business research, enterprise technology, it solution, retail applications
    
Oracle Global Marketing

Save Your Company Time And Money With Fax Server Technology

Software Download Published By: GFI Software     Published Date: Oct 06, 2011
Download a free 30-Day Trial of GFI FaxMaker - GFI FaxMaker makes sending and receiving faxes an efficient, simple and cost-effective process.
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gfi fax maker, server, faxing, benefits, free trial
    
GFI Software

SOCIAL MEDIA: The Impact on the Multichannel Contact Center and Your Customers

Webinar Published By: Interactive Intelligence     Published Date: Aug 30, 2011
Looking for expert advice on social media and its impact on the multichannel contact center but don't have access to an analyst firm to get the insight you need? This is your chance to gain that insight, free of charge.
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interactive intelligence, social media, multichannel contact center, art schoeller, communication channel
    
Interactive Intelligence

Industry Insights: Strategies for Choosing a SaaS-based ITSM Solution

White Paper Published By: BMC Software     Published Date: Jul 01, 2011
All SaaS help-desks are not created equally. From basic ticket logging to full-featured, enterprise-grade service management solutions, there truly is something for everyone. Learn more about the key factors in deciding between a comprehensive or a slimmer selection for your organization.
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saas, help desk software, bmc, it helpdesk, helpdesk system
    
BMC Software

Benefits of an ITIL Help Desk in the Cloud

White Paper Published By: BMC Software     Published Date: Jul 01, 2011
You can implement help desk processes based on ITIL easily with reduced up-front costs and automatic upgrades.  Used by more than 72,500 companies worldwide, the Force.com platform is the most widely used Cloud platform in the world.  Gain insights into the benefits of running your help desk in the cloud. Download this BMC Software white paper from Web Buyer's Guide to learn about a faster, more cost-effective, ITIL-based help desk solution than ever before possible
Tags : 
itil, help desk software, bmc, cloud based help desk, simple
    
BMC Software
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