contact center and web

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From Call Center to Contact Center: How to Successfully Blend Phone, Email, Web and Chat to Deliver Great Service and Slash Costs

The transition from call center to multichannel contact center should reduce the aggravation and effort associated with critical tasks such as handling phone calls, replying to email, developing Web content and generating reports. Article describes that to be effective, a cross-channel contact center must possess two vital capabilities, common incident...

Tags: Montgomery Research Inc., Customer Relationship Management (CRM), Call Centers, Contact Center, Article, Call-center, Phone, Web, It Operations, E-mail, Enterprise Software, Software, Online Communications

White papers 2002-10-30

International Financial Data Services Drives Customer Service With KANA; KANA IQ for Web Self-Service Increases Effectiveness of Leading Financial Company's Contact Center

MENLO PARK, Calif. -- KANA Software Inc. (Pinksheets: KANA.PK), a leading provider of service resolution management SRM solutions, today announced that International Financial Data Services UK IFDS, an award-winning provider of investor record keeping solutions for unit trusts, OEICs, PEPs, ISAs and Pensions, is implementing KANA IQ in a drive...

Tags: contact center, customer service, data service, financial, Kana Software Inc., Web

Research articles 2005-11-28

Avaya's CRM enhancements. (Product Review).(Interaction Center 6.0)(Product Announcement)

It still may be some time before we have fully-integrated Web/call centers, but increasingly, enterprises are seeking to add Web components to their contact center. The reasons have to do with both the migration toward IP-based voice/data convergen It still may be some time...

Tags: agent, Avaya Inc., contact center, CRM, e-mail, multimedia, Web

Research articles 2002-07-01

ADVISORY/Concerto Software and Siebel Systems to Host Web Seminar on Contact Center FastStart

Business Editors/High-Tech Writers

Tags: contact center, Siebel Systems Inc., Web

Research articles 2003-04-01

ADVISORY/ Concerto Software To Host Free Web Seminar On Managing Worldwide Contact Centers

Business Editors/High-Tech Writers

Tags: Concerto Software, contact center, Web

Research articles 2002-09-23

Envision Telephony Launches Click2Coach.net, Provides Contact Centers With Web-based eLearning Tools

Business Editors, High-Tech Writers

Tags: contact center, e-learning, Envision Telephony Inc., Web

Research articles 2001-01-23

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 Announces Enhanced Contact Center Resource Management via an Interactive Web Interface

Business Editors

Tags: contact center, Genesys Telecommunications Laboratories, Web

Research articles 2000-09-18

iJET Powers Web-based Customer Service With KANA's Contact Center Solution

MENLO PARK, Calif.--BUSINESS WIRE--Sept. 18, 2001

Tags: contact center, Kana Software Inc., Web

Research articles 2001-09-18

KANA Study Reveals High Tech Industry Among First To Widely Adopt eCRM Solutions; High-Volume of Web-based Customer Service Keeps Contact Center Costs Low and Customer Satisfaction High

Business/Technology Editors

Tags: contact center, customer satisfaction, customer service, eCRM, Kana Software Inc., Web

Research articles 2002-08-13

Cisco Software Platform Used By Leading Customers to Provide Text Chat and Web Colloboration in Multi-Vendor Contact Centers

Business Editors/High-Tech Writers

Tags: Cisco Systems Inc., contact center, software, Web

Research articles 2000-10-24

vCustomer Relies On Equant to Connect Web-enabled Global Contact Centers

Business Editors

Tags: contact center, Web

Research articles 2000-10-23

ADVISORY/ Davox to Host Web-Based Seminar with AMR Research; Free Seminar to Present Solutions for Achieving Measurable Gains in Contact Centers

Business/Technology Editors

Tags: AMR Research, contact center, Web

Research articles 2001-11-13

A comprehensive suite of web-based, multi-channel customer service applications.(Products To See At The Show)

Booth #811 The E.piphany Service Suite--a comprehensive suite of Web-based, multi-channel customer service applications for the contact center and customer self-service--is the industry's first customer service solution designed from inceptio Booth #811 ...

Tags: contact center, customer service, Web

Research articles 2003-07-01

Aspect Communications Unveils Web Interaction for eBusiness; Enables companies to increase revenues by integrating eCommerce and eCRM with the contact center

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Tags: Aspect Software Inc., contact center, e-business, eCRM, Web

Research articles 2000-04-11

KANA's Web-Based eCRM Solution Sets Industry Benchmark for Scalability on IBM Servers; KANA Contact Center Demonstrates Highest Level of Vertical and Horizontal Scalability

Business/Technology Editors

Tags: contact center, IBM Corp., industry, Kana Software Inc., scalability, server, Web

Research articles 2002-01-07

Additional Resources

J.D. Power and Associates Reports: Local Agencies Provide a Higher Level of Service Satisfaction to Insurance Customers Than Do Call Centers

WESTLAKE VILLAGE, Calif., Nov. 21 /PRNewswire-FirstCall/ -- Insurance customers who interact with a local agency tend to be more satisfied than customers who interact with their insurer's call center, according to the J.D. Power and Associates 2008 Insurance Customer Contact StudySM released today. (Logo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-a) ...

Articles 2008-11-21

TMC Announces Comprehensive Conference Program for INTERNET TELEPHONY Conference & EXPO East 2009

World's Largest IP Communications Event Returns to Miami Beach Convention Center in February NORWALK, Conn. -- Technology Marketing Corporation TMC has released the preliminary conference program for its upcoming INTERNET TELEPHONY Conference & EXPO East 2009 ITEXPO. The conference and trade show is being held at the Miami...

Articles 2008-11-11

Police check possible threat to Cache prosecutors

LOGAN -- Logan police are investigating the possibility of threats made against employees of the Cache County attorney's office. Lt. Brad Franke says the investigation centers around statements made to employees and comments posted recently on a local newspaper Web site. Franke says the...

Articles 2008-11-10

Innotrac Corporation Announces Timing of 2008 Third Quarter Earnings Release

ATLANTA, Nov. 5 /PRNewswire-FirstCall/ -- Innotrac Corporation will report its 2008 third quarter results after 4:30 p.m. Eastern Standard Time on Monday, November 10, 2008. About Innotrac Innotrac Corporation, founded in 1984 and based in Atlanta, Georgia, is a full-service fulfillment and logistics provider...

Articles 2008-11-05