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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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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

Timing is Everything-Hype Cycle for Emerging Technologies

White Paper Published By: Gartner, Inc     Published Date: Oct 28, 2010
New technologies emerge every day, but not all of them pay off, and adopting them too early might be risky for your organization.
Tags : 
emerging trends, emerging technologies, hype cycle, new technologies, it trends
    
Gartner, Inc

Top 5 IT Budget Killers (and how you can fight back)

White Paper Published By: IBM     Published Date: Aug 28, 2009
You've already taken basic cost-cutting steps and saved the easy money. You know that you need to dig deeper. But where should you start? What's killing your IT budget?
Tags : 
storage expansion, system complexity, hardware sprawl, reliability, scalability
    
IBM

Transforming customer service with business analytics

White Paper Published By: IBM     Published Date: Oct 31, 2013
Business analytics can help customer service departments acquire the information and capabilities to transform themselves.
Tags : 
analytics, customer service, business analytics, customer relationship management, business intelligence
    
IBM

Using Contact Center Strategic Planning and Budgeting Tools to Optimize the Customer Experience

White Paper Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
Tags : 
contact center, contact center strategy, customer experience, optimization, strategic planning
    
Interactive Intelligence

Using Real-Time Speech Analytics to Turn a Negative Experience into an Extended Revenue System

White Paper Published By: Interactive Intelligence     Published Date: Apr 23, 2014
In a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, or an opportunity is lost. Scott Bakken and David Patchen from MainTrax and Brandon Rowe from Interactive Intelligence discuss how real-time analytics help your business operate at optimal levels and experience increased growth and reduced costs.
Tags : 
interactive intelligence, real time speech analytics, contact centers, data centers, real time analytics
    
Interactive Intelligence

VMware Virtual Desktop Infrastructure Connects Bell Canada for Optimized Customer Care

Case Study Published By: VMware Dell     Published Date: Jul 02, 2008
Bell Canada began an initiative to provide desktop solutions at reduced costs. With 8,000 call center agents, Bell Canada faced hardware attrition and rising costs. Streamlining systems, facilitating outsourcing and increasing capabilities to telecommute would reduce costs while improving service. This would require creating customized workstations for users. Bell Canada approached VMware Partner CGI Group Inc., which provides end-to-end IT and business process services, for a solution.
Tags : 
vmware, call center, virtualization, virtual machine, virtual workstation
    
VMware Dell

VMware Virtual Desktop Infrastructure Reduces IT Costs for IRMC Call Centers

Case Study Published By: VMware Dell     Published Date: Jul 02, 2008
In this case study, you'll discover the tangible benefits to IRMC when they used VMware Virtual Desktop Infrastructure to virtualize their call center operations and support multiple call centers from a central data center. Their IT staff achieved increased flexibility, faster provisioning, redeployed IT staff, reduced IT costs, and improved competitiveness. Finally, review a detailed financial analysis to back up IRMC's 73% annual ROI, and see how they saved.
Tags : 
call center, vmware, virtual, virtualization, virtual machine
    
VMware Dell

What Customers Want and How Your Contact Center Can Deliver

White Paper Published By: Corvisa LLC     Published Date: Feb 13, 2015
This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
Tags : 
customer interaction, contact center, customer service, customer satisfaction, call center management
    
Corvisa LLC

What is the Emphasis on Choosing an IM Software For Business?

White Paper Published By: B Labs     Published Date: Sep 19, 2010
This white paper briefly overviews a functionality of enterprise-level IM systems and describes new features and tasks that can be important to corporate and business users.
Tags : 
chat, instant messaging, communication, server, messenger
    
B Labs

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

Why State Of Mind Matters in Times Of Great Challenge

White Paper Published By: Senn Delaney     Published Date: Mar 10, 2009
Senn Delaney President and CEO Jim Hart shares surprising results of a Thriving Global Leadership Study of thousands of leaders across 60 industries and 50 countries. The survey discovered a dramatic difference between those who are facing these times of crisis with what is defined as a high-thriving state of mind and those with a lower-thriving state of mind.
Tags : 
senn delaney, state of mind, high thriving, measurement, customer focused
    
Senn Delaney

Wireless T3iple Play Convergent Services

White Paper Published By: xmannnnn     Published Date: Aug 06, 2010
Ultra High Speed Internet, TV and local/long distance phone services combined into 1 superior service.
Tags : 
active directory, bandwidth management, convergence, distributed computing, ethernet networking
    
xmannnnn

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
Tags : 
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.
Tags : 
blue coat, proxy sg, url filtering, web 2.0, cloud security
    
ZScaler
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