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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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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

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.
Tags : 
ebook, reliable, secure, simplify, infrastructure
    
CDW Vmware

Smarter customer service with IBM business analytics

Webinar Published By: IBM     Published Date: Oct 31, 2013
Grow revenue by building better relationships with your customers.
Tags : 
analytics, customer service, business analytics, customer relationship management, business intelligence
    
IBM

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.
Tags : 
interactive intelligence, social media, multichannel contact center, art schoeller, communication channel
    
Interactive Intelligence

Take a Tour of E-Mail Advisor: View the 5-minute online demonstration now

Webinar Published By: Infor     Published Date: Jan 03, 2011
View the Infor CRM Epiphany E-mail Advisor online demonstration to see first-hand how your e-mail campaigns can rise to their full potential.
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infor, e-mail advisor demo, contact interaction, e-mail marketing, call center management
    
Infor

Telephony Simplified: Finding the Solution that Fits Your Small Business

White Paper Published By: Vendor Guru     Published Date: Jan 04, 2008
This white paper provides an overview of the basic elements to look for when buying a phone system. It surveysthe landscape of enterprise telephony today: the features available, the pros and cons of traditional and VoIPsystems, and the adaptability of new generation equipment to rapidly changing business needs.
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pbx, ippbx, ip pbx, voip, voip
    
Vendor Guru

The Aging Utility Workforce: Business Impacts, Technologies, and Strategies to Address the Challenge

White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how technology can be the key to responding to the aging utility workforce and how the right system can increase overall operational efficiency.
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workforce, utility, labor force, employees, utilities
    
Interactive Intelligence

The Blueprint to Contact Center Modernization–Replacing your ACD

White Paper Published By: Genesys     Published Date: Dec 11, 2013
Read Now: The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD. Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to: • Enhance Customer Experience • Virtualize your customer service environment • Reduce Total Cost of Ownership (TCO) Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment. Read Now.
Tags : 
automatic call distributor, acd, contact senter, legacy call center infrastructure, multi-channel contact center
    
Genesys

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

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

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.
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salesforce, crm, project management, roi, sales
    
Salesforce.com

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

The Focus Experts Guide to CRM for Growing Midsize Companies

White Paper Published By: Focus CRM     Published Date: Jan 13, 2011
Before you implement CRM at your growing company, learn more about the real-world issues that accompany such growth, and how to apply systems and systematic thinking when dealing with those issues.
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midsize companies, mitch lieberman, contact management, experts guide, mark tamis
    
Focus CRM

The Help Desk Is On The Critical Path For Pandemic/Disaster Recovery

White Paper Published By: Citrix Online     Published Date: Aug 09, 2010
When a workplace disruption hits, you need to act fast to ensure your employees are safe, keep them informed and maintain productivity. This new Forrester white paper explores the critical role that the help desk should play in your organization's business continuity planning.
Tags : 
citrix, business operations, workforce management, recovery, it operations
    
Citrix Online

The Missing Component in Manufacturing Performance Improvement

White Paper Published By: Senn Delaney     Published Date: Oct 22, 2009
To the casual observer, aircraft manufacturer Airbus UK and pharmaceutical giant GlaxoSmithKline (GSK) wouldn't appear to share a lot of common ground. Some would say that the worlds of building airplanes and producing the next blockbuster wonder-drug are light years apart. A closer look shows that these two organizations are more similar than one might initially think.
Tags : 
senn delaney, gsk, customer focused, brand management, customer-centric
    
Senn Delaney

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

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 Next Frontier for Support Centers: Customer Experience Management

White Paper Published By: Citrix Online     Published Date: Jul 01, 2010
This new smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.
Tags : 
citrix online tech, support center, customer experience management, contact center, crm
    
Citrix Online

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

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.
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senn delaney, customer focused, enterprise leadership, shared service, brand management
    
Senn Delaney

The Top 5 Telephony Solutions Your Business Needs Today

White Paper Published By: Vendor Guru     Published Date: Jan 04, 2008
Profound developments in business telephony have left some small businesses reeling under perceptions of a steep learning curve for expensive new products. But there’s no reason to be left behind. Affordability is the hallmark of the new generation in business telephony, thanks to hosted IP and other networked solutions. Is your business applying the new technology to best advantage?
Tags : 
ip pbx, pbx, acd, predictive dialing, automatic call distribution
    
Vendor Guru

The Total Economic Impact Of Click to Call And Click to Chat

White Paper Published By: ATG, Inc.     Published Date: Oct 07, 2010
This 24-page study, aggregates the results of six large online companies (three retailers and three leading airlines), to measure the cost and ROI of these contact methods.
Tags : 
atg, roi, customer retention, contact management, online chat
    
ATG, Inc.

The WhichVoIP.com Guide: VoIP Phone Service for Small Businesses

White Paper Published By: WhichVoIP     Published Date: Aug 24, 2010
With the rise in popularity of hosted VoIP options, you can be up and running (and saving money) in just a few hours, without having to install any costly equipment.
Tags : 
whichvoip.com guide, voip phone service, smb, small businesses, voice over internet protocol
    
WhichVoIP

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
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