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- ScionASP Expands Contact Center Offering With Cincom Synchrony Software
- ScionASP ( www.scionasp.com ), a leader in hosting Accounting and Customer Relationship Management CRM software, has reached an agreement with software provider Cincom Systems ( www.cincom.com ) to extend its hosting services to include Cincom SynchronyTM, a multi-channel contact center and unified agent desktop solution for enterprise and mid-market contact...
- Research articles 2006-06-08
- Intergraph Software Selected by Surrey Police for Contact Center
- HUNTSVILLE, Ala. -- Mapping System Allows Operators to Provide Better Service to Citizens
- Research articles 2005-09-14
- IBM And Speech Technology: An Interview With Bruce Morse
- To give readers a more comprehensive picture of where IBM stands today in the realm of speech technologies, Customer Interaction Solutions recently spoke with Bruce Morse, vice president of Contact Center Solutions for the IBM Software Group. Morse is responsible for establishing IBM as a major software provider for developing,...
- Research articles 2005-04-01
- Alcatel launches software for telephone networks.
- MEXICO CITY, Nov 21, 2002 (Notimex/Corporate Mexico by Internet Securities, Inc. via COMTEX) -- Alcatel has presented the Mexican market with OminiTouch, contact center software optimized for IP telephone networks with technology powered by Genesys. MEXICO CITY, Nov 21, 2002 (Notimex/Corporate Mexico by Internet ...
- Research articles 2002-11-21
- Interactive Intelligence integrates with Microsoft CRM
- Interactive Intelligence Inc., a developer of software for IP telephony, contact center automation and unified communications, has announced that it now offers its interaction management software products for enterprises and contact centers pre-integrated with Microsoft Business Solutions CRM, The Interactive Intelligence software for enterprises, called Enterprise Interaction Center EIC, and...
- Research articles 2003-07-01
- Cisco Software Platform Used By Leading Customers to Provide Text Chat and Web Colloboration in Multi-Vendor Contact Centers
- Business Editors/High-Tech Writers
- Research articles 2000-10-24
- New Alcatel Software Extends Multi-Media Customer Interaction and E-business Capabilities to Contact Centers
- Business Editors
- Research articles 2000-08-01
- ITernative Introduces Hosted Telephony Services for Enterprises and Contact Centers Based on Interaction Management Software by Interactive Intelligence
- Business Editors & High Tech Writers
- Research articles 2001-06-18
- Interactive Intelligence Releases Major Upgrade to Software-Based Predictive Dialing Product; Upgraded Interaction Dialer Product Targets Distributed Contact Centers
- Business Editors & High-Tech Writers
- Research articles 2001-02-20
- Aspect Communications Unveils First IP Remote Software for Contact Centers; Offers Voice Over IP With Minimal Risk, Quick Return On Investment
- Business Editors/High-Tech Writers
- Research articles 2000-07-31
- Cisco Unveils Java Client for Cisco ICM Software's CTI Server; Java-based Thin Client Supports Customer Migration to an IP-enabled Contact Center Infrastructure
- Business Editors and High-Tech Writers
- Research articles 2000-01-25
- Old Mutual of South Africa Selects Genesys Software for New Virtual Contact Center; Disparate Call Centers to be Integrated Into a Single Point of Contact for Customers
- SAN FRANCISCO--BUSINESS WIRE--Nov. 11, 1998--Genesys Telecommunications Laboratories, Inc. (Nasdaq:GCTI), the leading provider of customer interaction and computer telephony solutions, announced today that its software has been selected by Old Mutual of South Africa to integrate its disparate call centers into a single point of contact for customers.
- Research articles 1998-11-11
- Leading Correspondent Bank Selects Pivotal for CRM; Using Pivotal's CRM Software, The Bankers Bank Will Power its Contact Center and Connect its Mobile Sales Force Anytime, Anywhere.
- VANCOUVER, BRITISH COLUMBIA, Mar 21, 2002 VANCOUVER, BRITISH COLUMBIA, Mar 21, 2002
- Research articles 2002-03-21
- A Transformed Contact Center Model Improves the Customer Experience and Drives Productivity: Fast and Attentive Customer Service Boosts Satisfaction
- This U.S.-based automaker wanted a robust CRM solution to support increasing numbers of customer contacts via phone, Web, e-mail and other channels. It also wanted to improve efficiencies and renew its focus on providing a superior customer experience. After evaluating the automaker's existing business processes and technologies, EDS selected Siebel's...
- Case studies
- IP Infrastructure: Paving the Way to Next Generation Interaction Management - Technology White Paper
- With integrated voice, email and web communications already in place, today's distributed customer contact centers are at the forefront of converged Internet Protocol IP business communications. This article discusses the business and technology aspects of leveraging current successes and best practices from IP contact centers to move towards building an...
- White papers 2003-01-13
- Interaction-Based CRM: How Innovation Transforms the Contact Center
- Based on Accenture's experience in introducing CRM transformation strategies, and how specific innovations can help the enterprise contact center better serve customers, the paper presents a snapshot of the related business and technical challenges to high-performance CRM that Accenture has encountered. The paper also provides an explanation of the multiple...
- White papers 2002-10-09
- Playing the Numbers: Using ACD Statistics for Workforce Management
- The contact center ACD supplies a potpourri of statistics. Used properly, ACD statistics can be a boon for workforce management forecasting and scheduling. However, the ACD provides so much detail that interpreting the information can be like drinking water from a fire hydrant. This article outlines some relevant ACD statistics...
- White papers 2001-09-14
- Citizen Contact Centers: Americans in Touch With Their Governments
- This document takes a focused look at how government officials have turned to the private sectors in recent years to build citizen contact centers that permit the public to get in touch with their government. It highlights several key lessons learned and offers substantive, practical advice government officials can use...
- White papers 2005-06-01
- Improving Contact Centers Through Operational Processes: Deliver Superior Customer Service at Lower Costs - for Higher Profits
- Contact centers remain the crucial touchpoint in customer relationship management. To help their companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes - in addition to customer delivery processes - helps contact centers meet these...
- White papers 2005-04-04
- Commercial Insurance Company: Next Generation Contact Center
- This commercial insurance company provides insurance, risk management and business continuity planning services for public entities, healthcare organizations and other businesses. The client wanted o become a high-performance company, maintain growth and more effectively respond to fluctuating market demands, the company needed to improve its customer service capabilities. Accenture quickly...
- Case studies
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