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16 Resources for

contact center and performance

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New Empirix Solution Manages Performance and Voice Quality of IP-Based Contact Centers; OneSight for Cisco Unified Contact Center Measures Quality of Service from Agents' and Callers' Perspectives
BEDFORD, Mass. -- EmpirixR Inc., which helps organizations adopt complex communications solutions with confidence, launched today a proactive application monitoring solution for Cisco Systems' Unified Contact Center solutions. Called OneSight for Cisco Unified Contact Center, it enables IT professionals to monitor, manage and report on performance, availability and security of...
Tags: agent, Cisco Systems Inc., contact center, IP, performance, QoS
Research articles 2006-06-26
Envision Telephony, Inc. Wins ContactCenterWorld.com's Members' Choice Awards; Contact Center Customers Award Envision for Best Performance Management Solution and Best Recording/Quality Monitoring Solution
SEATTLE -- Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that it has received two 2006 Members' Choice Awards from ContactCenterWorld.com, the global support organization for contact center industry professionals. Envision received the 2006 Members' Choice Awards for Best...
Tags: contact center, Envision Telephony Inc., performance, performance management
Research articles 2006-05-23
Envision and Nuasis Partner to Deliver IP-based Contact Center Solutions; Companies' Shared Vision and Innovative Solutions Enhance Customer Experience Reducing Costs and Improving Enterprise Performance
SEATTLE -- Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, today announced a sales partnership with Nuasis Corporation to deliver robust, integrated IP-based solutions that streamline operations and drive business performance.
Tags: contact center, IP, performance, vision
Research articles 2006-05-17
Nortel Networks to Offer IVR Platform for Medium-Sized Enterprises, Small Service Providers; MPS 500 Designed to Help Contact Centers Improve Performance, Decrease Operating Costs.
RESEARCH TRIANGLE PARK, NORTH CAROLINA, Jun 16, 2003 CCNMatthews via COMTEX -- Nortel Networks (NYSE:NT) (TSX:NT) has announced a new self-service platform -- Media Processing Server MPS 500 -- that is designed to give medium-sized contact center RESEARCH TRIANGLE PARK, NORTH CAROLINA, Jun 16, 2003 (CCNMatthews...
Tags: contact center, IVR, Nortel Networks Corp., performance
Research articles 2003-06-16
Empirix Launches New Solution to Help Contact Centers Manage and Improve Performance of Cisco ICM Components
SEATTLE, Wash. & NEW YORK -- Empirix OneSight for Contact Centers now helps organizations automatically monitor Cisco Intelligent Contact Management performance, for faster identification and resolution of problems
Tags: Cisco Systems Inc., contact center, performance
Research articles 2004-09-13
Ventana Research Unveils Research Results in Contact Center Performance Management Benchmark; Keys to Improving Customer-Centric Operational Performance to be Discussed at April 12th Webinar
SAN MATEO, Calif. -- Ventana Research, the leading provider of Performance Management research and advisory services, will unveil the results of the Evaluating Maturity in Contact Centers research study at a live, interactive webinar on Wednesday, April 12, 2006 at 9am Pacific. To sign up for the webinar, visit www.ventanaresearch.com.
Tags: contact center, performance, Ventana Research, webinar
Research articles 2006-03-30
The changing market for contact center agent performance tools. (Agent Optimization Tools).(Brief Article)
Companies are learning that people and processes are just as important as technology when implementing an enterprise-wide customer-focused strategy, according to recent research. Yankee Group says that this means growth in the market for conta Companies are learning that...
Tags: agent, Companies, contact center, performance, The Yankee Group
Research articles 2002-02-01
Best of show.
Premier products and services honored at awards ceremony Call Centre and CRM Solutions Canada celebrated its 14th anniversary this March, adding to its roster of events the prestigious Best of Show awards. Eight well-deserving vendors set the Premier...
Tags: agent, Avaya Inc., call centre, contact center, CRM, performance, Web
Research articles 2002-05-01
Genesys Introduces Advanced Reporting to Analyze Contact Center Efficiency and Performance
LAS VEGAS--BUSINESS WIRE--Dec. 8, 1999--
Tags: contact center, Genesys Telecommunications Laboratories, performance
Research articles 1999-12-08
Empirix Releases Benchmark Study of Contact Center Application Performance in Financial Services Industry
Business/Technology Editors
Tags: contact center, financial, performance
Research articles 2001-10-16
Empirix releases CallMaster 3.0
Empirix Inc., a developer of integrated test and monitoring solutions for Web, voice and network applications, announced its upgraded release of Hammer CallMaster test script creation and management software for voice application labs and contact centers. The new CallMaster offers an advanced user interface that allows users to create, schedule...
Tags: contact center, IVR, performance
Research articles 2002-02-01
Empirix Unveils Industry's First Integrated Solution for Testing and Monitoring the Quality and Performance of All Contact Center Applications
Business/Technology Editors
Tags: contact center, industry, monitoring, performance
Research articles 2001-06-18
Genesys CC Analyzer Reporting Product Generally Available; Delivers Historical Performance Monitoring Tools to Improve Customer Relationships and Contact Center Efficiency
Business Editors/High-Tech Writers
Tags: contact center, Genesys Telecommunications Laboratories, performance, performance monitoring
Research articles 2000-04-04
Argos Selects AIM Technology to Drive Contact Center Performance
SAN FRANCISCO -- AIM Technology, a leading provider of operational performance management software, announced today that UK's leading multi-channel retailer Argos has selected AIM Technology's AIMCall to help drive performance improvements at its contact centers in Widnes, Stafford and Bolton, UK. AIMCall is currently being implemented and is due to...
Tags: AOL Instant Messenger, contact center, performance
Research articles 2005-08-22
Envision manages performance with one view for multiple centers. (Performance Management).
At the Envision Telephony booth, ICCM attendees were introduced to Click2Coach Enterprise, an enterprise-class agent development solution that manages multiple contact centers with one global view, all from a single interface. Envision's Click2Coac At the Envision Telephony booth, ICCM attendees were introduced to ...
Tags: agent, contact center, Envision Telephony Inc., performance, performance management
Research articles 2002-08-01
Well-Known Financial Services Company Chooses Empirix to Proactively Manage Performance of Contact Center Applications; Empirix helps firm reduce IVR downtime and provide a stellar customer experience
BEDFORD, Mass. -- EmpirixR Inc., the leader in helping organizations strengthen customer loyalty through assured Web and voice application performance, announced today that a well-known financial services company has selected Empirix's OneSightR Voice Engine to ensure the performance of its critical contact-center applications. The diversified firm, with over $400 billion...
Tags: contact center, IVR, performance
Research articles 2005-04-28

Additional Resources

Contact Center and Financial Services Experts Lead Market Trend Presentations
Verint Witness Actionable Solutions and Leading Customers Present at Upcoming Industry Conferences, Addressing Best Practices MELVILLE, N.Y. -- Verint Systems Inc. today announced that industry experts from the company will present at a number of upcoming contact center and financial services events taking place over the next month....
Articles 2008-11-18
COPC Inc. and SOCAP International Expand Customer Care Benchmarking Relationship
Organizations Extend Groundbreaking Teamwork Benchmarking Automotive Customer Service Standards, Adding Five Industry Segments to Research and Reporting Agenda AUSTIN, Texas -- COPC Inc. (Customer Operations Performance Center Inc.), the world's leading authority on customer contact centers and vendor management operations, and SOCAP International Society of Consumer Affairs Professionals,...
Articles 2008-11-13
Verint Witness Actionable Solutions Recognized for Call Monitoring Applications Leadership in Asia Pacific Market
Company Receives Frost & Sullivan's Best Practices Awards MELVILLE, N.Y. & HONG KONG -- Following the launch of its next-generation Impact 360[R] Workforce Optimization suite, Verint Systems Inc. today announced that it has been recognized with two call monitoring systems awards from consulting firm Frost & Sullivan. ...
Articles 2008-11-11
PerformanceEdge Offers Enhanced Workforce Management Capabilities for Front- and Back-Office Personnel
The PerformanceEdge Group, a dedicatedAspect organization comprised of contact center performance optimizationprofessionals, today announced that new PerformanceEdgeTM workforcemanagement capabilities will be generally available in Aspect eWorkforceManagement 7.2 on 17 December 2008. This release will include more than 45new features designed to significantly streamline the scheduling processand therefore lower operating costs....
Articles 2008-10-29
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