> Technology > Enterprise Applications > Call Center Software
 

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.
Results 26 - 50 of 115Sort Results By: Published Date | Title | Company Name

Creating Superior Business Results Through a Thriving State of Mind

White Paper Published By: Senn Delaney     Published Date: Aug 21, 2008
Through a collaborative, groundbreaking study with three prominent U.S. business schools, Senn Delaney has discovered that people who operate from a unique set of three core principles consistently perform at the top 10 percent of performance ratings. The joint study and subsequent research and surveys led to creation of our new, evidence-based, practical performance model that can be taught, practiced, reinforced, applied and measured.
Tags : 
senn delaney, global information, customer focused, brand management, customer-centric
    
Senn Delaney

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.
Tags : 
interactive intelligence, contact centers, organizations, deployment, cloud
    
Interactive Intelligence

CSO Insights: Optimizing Sales Engagements

White Paper Published By: ClearSlide     Published Date: Oct 24, 2013
To explore how effectively sales organizations are dealing with change, CSO Insights conducted a Sales Engagement Optimization (SEO) study, gathering input from 354 firms. Download now to see the results.
Tags : 
sales engagement platform, customer engagement, shorten sales cycles, sales enablement software, sales analytics
    
ClearSlide

Define Your Data for Better Document Security

White Paper Published By: Adobe     Published Date: Nov 25, 2013
Without document classification in play, it's impossible to know what to protect. The mobile ecosystem makes workers infinitely more productive, which is one reason that it won’t go away. This white paper explores the question: How can IT govern and protect content in such ad hoc and semi-structured environments? Please download whitepaper to learn more.
Tags : 
document, document classification, document security, mobile, mobile workforce
    
Adobe

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

Extending Online Customer Service To The Mobile Channel

White Paper Published By: ATG, Inc.     Published Date: Oct 07, 2010
Read the complimentary analyst report to gain valuable insight and actionable strategies for extending your customer service to the online channel.
Tags : 
atg, online customer service, mobile channel, mobile commerce, ebusiness
    
ATG, Inc.

Filter Press Basics and Issues vs. Alternative Batch or Continuous Replacement Tech

Live Event Published By: Genesys     Published Date: Mar 01, 2008
Filtration experts have discussed filter presses and their perceived shortcomings. This article discusses filter presses as well as the batch or continuous filtration alternatives to replace them.
Tags : 
enterprise applications, call center management, call center software, customer interaction service, contact management
    
Genesys

Find Out the Contact Center Metrics that Matter Today

White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.
Tags : 
contact center, strategic planning, budgeting tools, customer experience, big data
    
Interactive Intelligence

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.
Tags : 
liveops, contact center, security, cloud, virtualization
    
LiveOps

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.
Tags : 
customer service, cast study, change mangement, service, oriented
    
Genesys

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.
Tags : 
oracle, service cloud, forrester report, contact centers, application integration
    
Oracle Service Cloud

Four Keys to Choosing Your Next Business Phone System

White Paper Published By: Cisco     Published Date: Mar 10, 2011
Read this white paper to recognize the most vital features of any business phone system.
Tags : 
cisco, business phone system, voice over internet protocol, voip, ip networks
    
Cisco

Gartner Magic Quadrant for Contact Center Workforce Optimization

White Paper Published By: Genesys     Published Date: Dec 11, 2013
Gartner recently released its Magic Quadrant for Contact Center Workforce Optimization, the annual report analyzing the workforce optimization industry. Gartner positions vendors based on Completeness of Vision and Ability to Execute. Genesys improved its 2013 position moving from Niche Player to the Challengers Quadrant. This report provides you with insights you need to determine the Workforce Optimization Solution that is right for your organization. Read Now.
Tags : 
wfo, strategic planning, recruitment, workforce management, wfm
    
Genesys

Getting the Most from Your Call Center Investment

White Paper Published By: Vendor Guru     Published Date: Jan 04, 2008
Today, companies can prosper from a wide range of computer telephony integration (CTI) solutions. CTI is the full integration of voice and data systems. The convergence of computer systems with call center operations adds increased scalability and muscle to existing business operations.
Tags : 
contact center, call center, call center management, call center improvements, call center productivity
    
Vendor Guru

Hosted Contact Center Solutions - Setting the Record Straight

White Paper Published By: Interactive Intelligence     Published Date: Jul 21, 2010
DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.
Tags : 
interactive intelligence, contact center solution, customer satisfaction, communications as a service, caas
    
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.
Tags : 
call center management, call center software
    
Interactive Intelligence

How Watson Engagement Advisor Works

White Paper Published By: IBM     Published Date: Apr 27, 2016
When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands? IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customers’ needs, faster.
Tags : 
ibm, ibm watson, watson engagement advisor, customer service, customer relations
    
IBM

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.
Tags : 
call center management, call center software
    
Interactive Intelligence

IBM Business Analytics for telco

White Paper Published By: IBM Software     Published Date: Feb 11, 2011
Learn how leading telecommunications companies are leveraging business intelligence, performance management and predictive analytics to increase revenue and improve operations.
Tags : 
ibm cognos, business analytics, telco, business intelligence, performance management
    
IBM Software

IBM Business Analytics for telcos

White Paper Published By: IBM Software     Published Date: Nov 04, 2010
Read this white paper to leverage business intelligence, performance management and predictive analytics to increase revenue and improve operations.
Tags : 
ibm cognos, business analytics, performance management, predictive analytic, customer service
    
IBM Software

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.
Tags : 
saas, help desk software, bmc, it helpdesk, helpdesk system
    
BMC Software

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.
Tags : 
interactive intelligence, contact centers, insurance industry, prospects, customers
    
Interactive Intelligence

Is your culture really customer focused?

White Paper Published By: Senn Delaney     Published Date: Dec 15, 2009
A positive customer experience is a critical competitive differentiator it today's stuttering economic climate. Yet consumers are giving companies a failing grade at a time when the need to be customer centric is being put to the test as never before. This whitepaper by Senn Delaney partner and executive vice president Bill Parsons helps leaders consider whether their company's culture is really as customer-centric as it should be.
Tags : 
senn delaney, customer focused, brand management, customer-centric, employee management
    
Senn Delaney

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.
Tags : 
lifesize, roi, telecommunication, best user experience, ip networks
    
LifeSize, a division of Logitech

Learn How the Cloud Provides Flexibility for Customer Support Solutions

White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the significant benefits of flexible cloud solutions and key criteria for selecting the right business partner.
Tags : 
cloud solutions, interactive intelligence, flexible cloud, customer support, workforce management
    
Interactive Intelligence
Start   Previous    1 2 3 4 5    Next    End
Search      

Add Research

Get your company's research in the hands of targeted business professionals.