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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
- Slim Down Call Center Costs
- Article talks about different strategies used to trim down expenses while toning up services such as: Proactive support, Web self-service, and Offshore hosting. With these lower-cost alternatives to providing customer support, organizations can identify areas to improve and maintain high customer satisfaction levels or increase profitability without disturbing the delicate...
- White papers 2002-08-01
- The Politics Of Offshore
- Outsourcing has become a burning issue in America. The current crisis doing the rounds in U.S is the outsourcing of business functions like contact centers. However, there is a silver lining in the cloud, which depicts that, hopefully, a more pragmatic discussion will ensue, which will provide an alternative. The...
- White papers 2004-02-19
- An Analytical Approach to Workforce Management: Replacing Frustrating Traditional Reports With a Killer Application That Optimizes Staff and Contact Center Performance
- Traditional reports are at best clumsy mechanisms for improving contact center performance. They flood contact center staff with unsorted detail, much of which has little relevance to effective operations, and supervisors and managers spend far too much time using spreadsheets and other ad hoc tools to turn data into actionable...
- White papers 2005-07-01
- 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
- Expertise Location and the Contact Center
- Today's contact centers are constrained by the inability to find and apply needed expertise from outside the center in a timely fashion and in a way that facilitates resolving a complex issue without a long back and forth process. The availability of expert location technology raises two questions: How well...
- White papers 2005-10-17
- Contact Center Knowledge Management - New Relevance and Best Practices for Today's Business Environment
- Today's contact centers operate in a challenging economic reality that makes it imperative to do more--and better--with less. The contact center manager now deals with training, global outsourcing, and other critical issues, including the transformation of the call center from a cost center to a profit center. This paper explores...
- White papers 2004-08-01
- Driven By Service: Contact Centers Are No Longer For Basic Problem Resolution Or Order-Taking
- Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. In fact, so compelling is the argument for smart call center investments that large companies are ratcheting up their customer care initiatives, despite heavy pricing pressures and revenue declines....
- White papers 2003-12-01
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