TechRepublic Resources
- NICE Systems Case Study: Leading Check Printer
- This leading supplier of software and printed products for the financial market was looking for ways to reduce costs and improve service delivery. In support of these goals, the organization needed to implement an automated workforce management system in its contact center operations. Earlier, the centers relied on Excel spreadsheets....
- Tags: Printer, Contact Center, NICE Systems Ltd., Call Centers, Workforce Management, Recruitment & Selection, Customer Relationship Management (CRM), It Operations, Human Resources, Enterprise Software, Software
- Case studies
- Contact Centers for Dummies
- With the emergence of worldwide competition in the contact center business, it's become increasingly important for contact center professionals to work from a defined methodology. This guide provides a high-level approach to the different methodologies in use today and offers important information on managing contact centers and profitably implementing new...
- Tags: contact center, Avaya Inc.
- White papers
- Continental Dispatch Accelerates Customer Service With Hosted Contact Center System
- Unlike other roadside assistance providers, Pop-A-Lock provides its car door unlocking service free to the public during life-threatening circumstances - most often when a child is locked in a vehicle. Since 1994, the company has performed more than 70,000 Emergency Door Unlockings (EDUs). Because emergency service is a priority, the...
- Tags: Customer Service, Oracle Corp., Contact Center, Call Centers, Customer Relationship Management (CRM), Product Marketing, Advertising & Promotion, It Operations, Enterprise Software, Software, Marketing
- Case studies
- Growing Jupiter Shop Channel's Contact Center With Avaya IP Telephony Solutions Enhances Customer Relationships
- Jupiter Shop Channel Co., Ltd. operates Japan's largest teleshopping specialized channel "Shop Channel" and introduces the best merchandises from all over the world on live broadcasting for 24 hours a day. The company wanted to cut down call waiting time during order processing and contact center operational cost with proprietary...
- Tags: Contact Center, Avaya Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- 11 88 88 Receives Complete Return on Investment in Six Months Using Sabio's Automated Contact Center Solution on Avaya Technology
- When 118UK, a division of Conduit Enterprises, was awarded a license to provide directory enquiry services in the newly-deregulated UK market through the brand 11 88 88, it needed a solution with scalability, resilience and low total cost of ownership. The company wanted to create an automated, next-generation contact centre...
- Tags: Contact Center, ROI, Avaya Inc., Real Estate, Roi/Tco, Call Centers, Business Operations, Finance, Managerial Accounting, It Operations
- Case studies
- Get More Bang From Your Quality Monitoring Buck
- For too long, quality monitoring programs have required too much investment in people and time for too little return. This webcast highlights the techniques and technologies that can help contact center managers do more with less. Viewers will hear how to leverage speech analytics to focus the quality program on...
- Tags: Monitoring, Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
- UpSource Reaps Over $478,000 in Benefits With an Avaya Contact Center Solution
- UpSource experienced 13 major call center sys-tem failures in a one-year timeframe and needed a change to maintain its competitive edge. The company wanted to work with a single vendor to develop a reliable, simple system that was able to recognize problems and issue alerts when they occurred. The ultimate...
- Tags: Benefit, Contact Center, Avaya Inc., UpSource, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- The Military Mutual Aid Association Consolidated Multiple Contact Centers With Avaya IP Telephony Solutions to Provide Its Customers With the Best Service
- As an organization dedicated to the welfare and aid of military personnel, the Military Mutual Aid Association was established pursuant to the Military Mutual Aid Association Act. The company was facing the challenge to provide customers with state-of-the-art service by consolidating nine separate call centers into one IP Contact Center....
- Tags: Contact Center, Avaya Inc., Call Centers, Customer Relationship Management (CRM), Network Technology, Networking, It Operations, Enterprise Software, Software
- Case studies
- CJ CableNet Effectively Manages Distributed Multi-Site Contact Centers With the Avaya IP Contact Center Solution
- When CJ CableNet acquired several local System Operators (SOs) with different contact center systems, it also assumed the challenge of finding the right IP contact center solution that would centralize the network management of its distributed contact centers. This cable TV company needed a streamlined system that would ensure overall...
- Tags: Contact Center, Avaya Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Avaya Case Study: CSU
- CSU needed a contact center solution that would integrate different systems and applications across its six contact center locations in Brazil. CSU implemented Avaya Call Management to serve its six contact centers located across Brazil in Rio de Janeiro, Alphaville, Curitiba, Recife, and two sites in Santo Andre. Approximately 6,500...
- Tags: Contact Center, Avaya Inc., CSU, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Nissen Builds a Centrally Managed Virtual Contact Center With Avaya IP Telephony Solutions
- Nissen Company Ltd is a well-known direct marketing (mail-order, door-to-door, exhibition sales) corporation, founded in 1970. Its strength is not in its longevity but in retaining existing customers and acquiring new ones. The company wanted to optimize business resources, to increase competitive advantage and customer satisfaction, and to create an...
- Tags: Contact Center, Avaya Inc., Nissen, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Highly Reliable and Scalable Avaya IP Telephony Solutions Help WOWOW Expand Its Business
- WOWOW Communications, Inc., an affiliated company of satellite broadcasting company, deploys distributed contact centers in Yokohama, Okinawa and Kawaguchi to improve its customer service businesses and secure system reliability. The company wanted customer service improvement and business expansion to become a multi-contact-enabled general customer service provider through distributed contact centers...
- Tags: Customer Service, Contact Center, Avaya Inc., Avaya IP Telephony, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing
- Case studies
- Ventura Improves Contact Center Performance With Solutions From Avaya and Initiative Software
- Ventura is one of Europe's leading providers of outsourced contact center services. As Ventura's business expanded, it became necessary for the company to expand its contact center capabilities as well. Ventura needed to upgrade the proactive contact capabilities in its contact centers. The solution selected includes Avaya Predictive Dialing System...
- Tags: Contact Center, Avaya Inc., Ventura, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- University of Alabama's Health Services Foundation Maximizes Performance at the Lowest Cost With Avaya Contact Center Solution
- The Health Services Foundation needed an efficient system for collecting on the numerous outstanding patient accounts with small balances. The process of collecting on these accounts often entailed multiple patient contacts and was costing the organization more than the amount owed. The Foundation used the Avaya Contact Center Solution to...
- Tags: Performance, Contact Center, Health Care, Avaya Inc., Real Estate, Vertical Industries, Benefits, Healthcare, Business Operations, Enterprise Software, Software, Human Resources
- Case studies
- Avaya Contact Center Solutions Help Thailand's Largest Mobile Operator Improve Customer Experience and Agent Productivity
- Mobile telecommunications innovator Advanced Info Service (AIS) holds the largest share of the fast-growing Thai market, with 17 million subscribers representing 54% of the nation's mobile users. The company wanted to improve operational efficiency (via a stable yet interoperable platform with greater bandwidth capabilities), increase agent productivity (approximately 24 million...
- Tags: Mobile, Agent, Contact Center, Avaya Inc., Real Estate, Advertising & Promotion, Business Operations, Marketing
- Case studies
- Armatis Counts on Avaya IP Telephony Solutions to Consolidate Its Multi-site Contact Centers
- The Armatis Group, created in 1989, has been steadily working its way up to the number one company for proactive relational marketing in France. The Armatis Group was looking to reinvent its entire Voice and Data network with a unified IP telephony-based system - one that was future-proof and easy...
- Tags: Telephony, IP Telephony, Contact Center, Avaya Inc., VOIP, Call Centers, Telecommunications, Telecom & Utilities, Networking, It Operations
- Case studies
- NICE Systems Case Study: Alabama Power
- Alabama Power is an investor-owned electric utility that serves 1.3 million Alabama homes, businesses and industries. Alabama Power was on a quest to increase customer satisfaction and employee value. Scheduling was a manual, labor-intensive process performed by staffing teams. Forecasting was unpredictable and inaccurate - and it was difficult to...
- Tags: Contact Center, NICE Systems Ltd., Alabama Power, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Eskom Holdings Ltd.
- Eskom Holdings Ltd. of South Africa is one of the world's leading power producers, supplying virtually all of the energy to its home country and half of the power across the African continent. Until recently, managing Eskom's contact center workforce efficiently and effectively was a major challenge - and performance...
- Tags: Contact Center, NICE Systems Ltd., Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Singlepoint
- Singlepoint, part of the Vodafone Group, delivers innovative services that have opened up a new world of mobile communication for nearly 2 million customers across Europe. To support its user community, Singlepoint runs a fast-paced contact center operation. Its agents handle about 25,000 calls per day, and they are committed...
- Tags: Contact Center, NICE Systems Ltd., TotalView, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Worldspan
- Georgia-based Worldspan is a leading provider of technology resources for travel suppliers, travel agencies, e-commerce sites and corporations worldwide. Worldspan provides comprehensive electronic data services that enable consumers to search and book travel and travel-related services from approximately 800 suppliers around the globe. They required a tool that would make...
- Tags: Worldspan, Contact Center, NICE Systems Ltd., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
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