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contact center (197 results)
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- UCCXA - Cisco Unified Contact Center Express Advanced
- View Available Dates and LocationsIn this course, you'll build on the knowledge and scripting experience gained in the prerequisite UCCXD course by exploring more advanced techniques in scripting as well as the overall Customer Response Solution CRS functionality. Learn to implement features that extend the functionality of...
- Training 2008-01-01
- UCCXD - Cisco Contact Center Express/Unified IP IVR Deployment
- View Available Dates and LocationsIn this hands-on Authorized Cisco course, you will gain the knowledge and skills needed to deploy the Cisco IP Contact Center Express product, including deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning, installation, configuration, troubleshooting, and...
- Training 2008-01-01
- TechRepublic Tutorial: CRM in the call center and contact center
- By Jay LassmanNo doubt there are people who remember when just a short walk or drive got you to the section of town populated with clusters of shops and businesses. Often, the combination proprietor-salesperson-stock clerk recognized you on sight and knew your name as well as your preferences for shirts...
- Technical articles 2003-10-24
- Web-based tools let customers choose their channel for service
- Accelerate your enterprise's customer service with the addition of a multichannel contact center. If you're looking to enhance customer support via Web services, examine these two case studies before jumping in headfirst.By Lynn HaberWhen Venus Swimwear added a Web-based live chat feature to its customer service channel two years ago,...
- Technical articles 2002-09-06
- Tapping Into the Power of Unified Communications and IP Contact Centers
- Founded by Abigail Geisinger in 1915, the physician-led Geisinger Health System serves 40 of Pennsylvania's 67 counties. Its network of hospitals and physicians spans 20,000 square miles, providing health care, education, research and service to 2.5 million people living in the region. Various call centers within Geisinger Health System handle...
- Case studies 2006-08-23
- Avaya Case Study: T-Com Croatia
- Up-to-date network infrastructure and direct bilateral routes to about 30 countries make T-Com Croatia a desirable telecommunication partner for both operators and service providers. T-Com Croatia wished to improve its customer experience, making it consistent at each of its contact center sites. At the same time, it needed to balance...
- Case studies
- Sime Travel Singapore Reaps Impressive Cost Savings With Avaya IP Telephony and Contact Center Solutions
- Established in October 1973, SIME Travel Singapore is licensed by the Singapore Tourism Board. The company wanted to replace 20-year old technology in order to improve the management of the customer data in multiple applications and improve operational workflow; replace complex green-screen interfaces and reduce costs. Scalability and investment protection...
- Case studies
- Avaya Contact Center Solution Helps SITEL Corporation Meet Client Needs Worldwide
- Based in Baltimore, MD., SITEL Corp. is one of the few outsourcing companies with both the resources and the experience to design, build and operate comprehensive contact center solutions around the world. SITEL needed a global, multimedia contact center solution to support agents around the world and manage the company's...
- Case studies
- Security Service Federal Credit Union Relies on Avaya IP Contact Center Solution to Deliver the Best in Global Member ServicesFEDERAL
- Security Service Federal Credit Union SSFCU is a 3 billion dollar not-for-profit, member-owned financial services institution with corporate headquarters in San Antonio, Tex. The union wanted to give all of its members the same high quality experience across its locations, SSFCU needed to upgrade to IP telephony, reduce overall expenses,...
- Case studies
- Can You Hear Me Now?: ...Analytics for Call Center Excellence
- This webcast offers a specific focus on improving the performance of contact centers and enhancing customer service and loyalty. The presenter of this webcast will explain best practices to drive the performance of the service chain and benchmarks with others in the industry. The attendee will learn how to use...
- Webcasts
- Pacific Internet Limited Reaps Cost Benefits With Avaya IP Telephony and Contact Center Solution
- Pacific Internet Limited is the largest telco-independent Internet communications service provider by geographic reach in the Asia-Pacific region. The company wanted to Replace existing technology to enhance the management of the data and information across three country sites, improve operational workflow and enable sharing of resources, and reduce costs. Scalability...
- Case studies
- Medical Mutual of Ohio Improves Customer Service, Cuts Costs, and Prepares for the Future With Avaya IP Telephony and Contact Center Solutions
- Medical Mutual has been a healthcare insurance company in Ohio since 1934. The company and its IT subsidiary Antares Management Solutions needed to build a scalable, flexible communications solution to accommodate future growth and new applications; and deploy a contact center on top of the communications network to deliver increased...
- Case studies
- GZL Travel Builds a Dynamic Sales and Service Platform With an Avaya Contact Center Express Solution
- GZL International Travel Service Ltd. GZL is the largest and most reputable travel agency in South China. The company wanted to build a new customer service contact center which would enable GZL International Travel Service Ltd. GZL to enhance sales response, improve sales performance, customer service, operational efficiency and reduce...
- Case studies
- FANUC Robotics America, Inc. Uses Avaya Contact Center and Mobility Solutions to Provide Personal Touch
- FANUC Robotics wanted to create a branded customer service experience, providing its customers with intuitive and reliable ways to interact with its talented team of engineers in its Customer Resource Center CRC - ordering parts, requesting service calls, and/or receiving technical support. In turn, FANUC Robotics realized this superior customer...
- Case studies
- Avaya Case Study: Telefutura
- Telefutura is one of Brazil's five largest contact centers. Operational excellence, initiative and dedication to building strong client relationships differentiate Telefutura in its market segment. Telefutura wanted a platform that would enable its contact centers to take full advantage of Internet Protocol IP telephony, so that it could maximize efficiency...
- Case studies
- Russian Cellular Leader, VimpelCom, Counts on Avaya Contact Center Solution to Deliver Superior Customer Service
- Operating under the well-known BeeLine brand, VimpelCom is one of Russia's three leading cellular service companies and the first Russian company listed on the New York Stock Exchange. Service quality has been a key to growth for VimpelCom, one of the three leading Russian cellular service providers. So when subscriber...
- Case studies
- Harnessing the Power of IP Telephony in the Contact Center
- Communication Service for the Deaf CSD has been providing communication services for the nation's deaf and hard of hearing community for over 30 years. For CSD, the initial challenge was to get their new subsidiary up and running, using the most innovative technology available to provide the best service to...
- Case studies 2007-04-20
- Rejuvenating Technical Support With Self-Service and IP Contact Centers
- CGI Group, Inc., one of the largest independent Information Technology IT services firms in the world. The company wanted to set up two new help desk centers that would reuse existing hardware and applications, reduce cost and complexity, provide resilience through geographic redundancy and give contact center workers the freedom...
- Case studies 2007-04-12
- The Path to Intelligent Communications: Service Oriented Communications and SIP in the Contact Center and Across the Enterprise
- Service-oriented architecture and session initiation protocol are revolutionary technologies that promise to transform communications. Many enterprises have begun deploying SOA and SIP as ways to increase the responsiveness and adaptability of their customer service operations. This paper outlines that latest advances and provides examples of where technology is making an...
- White papers 2007-03-01
- Avaya IQ - Building Upon the Strengths of CMS
- The new Avaya Contact Center Reporting system provides a single reporting solution for contact center intelligence. Companies who use Avaya contact centers have long depended upon Call Management System CMS as an essential tool in managing their centers. Read this paper for a description of how a new offering, Avaya...
- White papers 2007-02-01
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