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Cost Cutting in IT to Cope with Economic Slowdown
sponsored by Avaya Inc.
WHITE PAPER: Posted: 01 Jul 2008 | Published: 05 Mar 2008
SUMMARY:
This research contains an extensive list of possible efforts that IT organizations can undertake when pressures arise, forcing a reduction in IT budgets.
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Fire & Security Success Story
sponsored by SERVICEPower
CASE STUDY: Posted: 25 Jun 2008 | Published: 01 Jun 2008
SUMMARY:
Service organizations are becoming increasingly aware of the need to automate their field service operations, which includes the introduction of scheduling, route optimization, and mobile technology.
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Constellation Energy Group
sponsored by EMC Corporation
CASE STUDY: Posted: 16 Jun 2008 | Published: 01 Feb 2007
SUMMARY:
In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications.
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How to Manage Benefits Administration During Mergers and Acquisitions
sponsored by Workscape
WHITE PAPER: Posted: 09 Jun 2008 | Published: 01 Jan 2007
SUMMARY:
To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees.
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Retail 101: Juggling POS with Mobility, Call Centers, BI and Security
sponsored by Hewlett-Packard Company
WHITE PAPER: Posted: 06 Jun 2008 | Published: 05 Jun 2008
SUMMARY:
In this E-Guide, get an overview of the retail industry from the focal points of tying it to security, business intelligence, mobility and call centers.
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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement?
sponsored by Genesys
WHITE PAPER: Posted: 03 Jun 2008 | Published: 01 Jan 2006
SUMMARY:
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
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Samsung France Consolidates Outsourced Call Centers onto Hosted CosmoCall Universe Platform
sponsored by CosmoCom, Inc.
CASE STUDY: Posted: 27 May 2008 | Published: 01 Jan 2007
SUMMARY:
Case Study: For a hosted IP based callcenter system, Samsung found the solution it needed from Orange Business Services, built on the CosmoCall Universe platform.
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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations
sponsored by CosmoCom, Inc.
WHITE PAPER: Posted: 27 May 2008 | Published: 01 Jan 2008
SUMMARY:
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
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Roadmap for Implementing a Multi-Site IP Contact Center
sponsored by Avaya Inc.
WHITE PAPER: Posted: 20 May 2008 | Published: 01 Mar 2007
SUMMARY:
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
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Moving beyond the Queue - Focusing on the Real-Time Customer
sponsored by Inova Solutions
WHITE PAPER: Posted: 20 May 2008 | Published: 19 May 2008
SUMMARY:
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
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Success Story: Communications - AT&T
sponsored by Genesys
CASE STUDY: Posted: 19 May 2008 | Published: 01 May 2008
SUMMARY:
The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
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SAP™ CRM Integration into the Contact Center
sponsored by AMC Technology
WHITE PAPER: Posted: 09 May 2008 | Published: 01 May 2008
SUMMARY:
This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
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Oracle Siebel Integration into the Contact Center Technical Integration Brief
sponsored by AMC Technology
WHITE PAPER: Posted: 09 May 2008 | Published: 01 May 2008
SUMMARY:
This technical integration brief explains how the Siebel CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
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Oracle PeopleSoft CRM Integration into the Contact Center
sponsored by AMC Technology
WHITE PAPER: Posted: 09 May 2008 | Published: 01 May 2008
SUMMARY:
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
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Using Real-Time Information to Improve Contact Center Performance
sponsored by Genesys
PODCAST: Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
SUMMARY:
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
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Contact Center Costs: The Case for Telecommuting Agents
sponsored by Avaya Inc.
WHITE PAPER: Posted: 16 Apr 2008 | Published: 01 Apr 2008
SUMMARY:
This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.
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Communications and Media Company Proves Gaining Control over Exceptions Results in Greater Customer Retention and Savings
sponsored by Vitria
CASE STUDY: Posted: 12 Mar 2008 | Published: 01 Jul 2007
SUMMARY:
The implementation of Resolution Accelerator was accomplished in less than three months and began providing immediate benefits in terms of reducing exception load and tracking exception volume.
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Customer Support Solution
sponsored by Extraview Corporation
SOFTWARE LISTING: Posted: 10 Mar 2008 | Published: 01 Jan 2006
SUMMARY:
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
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Defect Tracker - Web-based Change Management for Manufacturing/LifeSciences
sponsored by Extraview Corporation
SOFTWARE LISTING: Posted: 10 Mar 2008 | Published: 01 Jan 2006
SUMMARY:
ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
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Customer Data Integration Tool's Fuzzy Search Helps Clear up Call Center Confusion
sponsored by Dun and Bradstreet
TECHNICAL ARTICLE: Posted: 06 Mar 2008 | Published: 29 Jan 2008
SUMMARY:
When executives at corporate express began looking at ways to improve efficiency, they find more than two dozen separate customer data system running throughout the company.
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IFS Applications - Supply Chain Management
sponsored by IFS
SOFTWARE LISTING: Posted: 11 Feb 2008 | Published: 07 Feb 2007
SUMMARY:
IFS Applications offer business solutions that can be configured to meet the needs of rapidly changing industries facing challenges in an international marketplace.
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IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience
sponsored by Avaya Inc.
WHITE PAPER: Posted: 08 Feb 2008 | Published: 08 Feb 2008
SUMMARY:
This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
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Data Center Professionals Turn to High-Density Computing as Major Boom Continues
sponsored by Aperture Technologies, Inc
WHITE PAPER: Posted: 08 Feb 2008 | Published: 01 Apr 2007
SUMMARY:
High density equipment helps the data center to keep up with the demands of business, but if organizations continue to operate close to thresholds, they can also dramatically increase the risk of outage.
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How Empowering Customer-facing Employees Leads to Extraordinary Results: Empowerment as a Growth Strategy
sponsored by Oracle Corporation
WHITE PAPER: Posted: 26 Sep 2007 | Published: 01 Sep 2007
SUMMARY:
Discover why empowering key customer-facing employees is the new path to achieving extraordinary, sustainable results. Read this white paper to learn four best practices on how establish an employee empowerment strategy.
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Treating 11 Million Customers as Individuals: How Nationwide Building Society Made Customer Relationship Management Deliver Returns
sponsored by Portrait Software
CASE STUDY: Posted: 04 Sep 2007 | Published: 01 Jul 2006
SUMMARY:
Nationwide needed an IT system that could support customer care across its customer-facing channels, including call centers, branches and Internet. Read this case study and see how Nationwide maximized the value of its customer interactions.
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