Sponsored White Papers, Webcasts, and Downloads
TechRepublic Resources
- The Interaction Center Platform
- The Interaction Center Platform is a powerful platform for implementing comprehensive interaction management covering not only telephone calls and faxes but also e-mail messages, Internet text chats, and Web callback requests. It also provides a smooth transition from circuit-switched telephony to voice over IP. Using the Interaction Center Platform, enterprises,...
- Tags: Interactive Intelligence, Interaction Center Platform, Fax, Call Centers, Internet, Business Services, VOIP, E-mail, Telephony, Telecom & Utilities, Customer Relationship Management (CRM), Telecommunications, It Operations, Networking, Online Communications, Enterprise Software, Software
- White papers 2005-05-25
- IP Telephony and the Interaction Center Platform
- Telephony remains the dominant form of customer interaction for most businesses today, and is certainly a fundamental component of effective customer service. Traditional telephony is now being joined by IP-based telephony options to reduce the cost of telecommunications and to increase communications options. The Interaction Center Platform provides a number...
- Tags: Telephony, IP Telephony, IP, Interaction Center Platform, VOIP, Telecom & Utilities, Telecommunications, Networking
- White papers 2005-04-12
Additional Resources
- Service at the Highest Level With mySAP Customer Relationship Management
- Loewe offers the whole range of devices for home entertainment: televisions, DVD players, VCRs, audio systems, and multimedia Internet TVs. The mySAP Customer Relationship Management mySAP CRM interaction center forms the basis of the Loewe customer-care center. As one of the key capabilities of mySAP CRM, the interaction center links...
- Tags: mySAP, mySAP CRM, Loewe, Customer Relationship Management (CRM), Enterprise Software, Software
- Case studies
- mySAP Customer Relationship Management (mySAP CRM): Focusing on the Customer With SAP Interaction Center
- In this Webcast, you'll hear directly from industry consultants and SAP customers who are using SAP Interaction Center to deliver consistent, personalized communications to customers - even as they reap significant, tangible rewards.
- Tags: mySAP, SAP AG, mySAP CRM, CRM, Customer Relationship Management (CRM), Enterprise Software, Software
- Webcasts
- ACD Processing: IC's Automatic Communication Distribution
- Interaction Center's ACD Automatic Communication Distribution intelligently routes interactions based on agent availability, skill levels, costs, priority and any other attribute one choose. ACD quickly finds the best match between agent and interaction by calculating agents' scores and interaction scores. This white paper provides an overview of how ACD works...
- Tags: Interactive Intelligence, Integrated Circuit, Agent, ACD, Real Estate, Semiconductors, Business Operations, Hardware
- White papers 2004-11-30
- Advanced Multichannel Contact Management
- Businesses continue to see increased demand for higher quality, consistent service. Contact centers must be designed to deliver comprehensive and integrated support for all interaction types with the requisite back-end integration and capabilities that provide the necessary foundation for a true multichannel customer interaction center. Achieving a superior customer experience...
- Tags: Contact Management, Avaya Inc., Integration
- White papers 2005-04-01
- Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base
- Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps Promero's clients drive sales and deliver quality customer service. The challenge was to empower call center supervisors with real-time functionality and enable...
- Tags: Oracle Corp., Call-center, Contact Center, Promero, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies 2008-05-01
- Dataforce Benefits From Avaya Contact Centre Solution: Outstanding Processes, Outstanding Platform
- Providing outsourced CRM services requires both the right business approach and an empowering technical platform. Building on its business heritage, Dataforce was able to provide the first of these itself, but turned to the Avaya Interaction Centre to deliver the second. In order to capitalize on market demand for outsourced...
- Tags: Benefit, Avaya Inc., Outsourcing, Telephony, Customer Relationship Management (CRM), Advertising & Promotion, Enterprise Software, It Operations, Business Operations, Outsourcing & Subcontracting, Networking, Software, Marketing
- Case studies
- Interaction (msi)
- Interaction is a Windows software program specifically designed to draw and analyze statistical interactions. With Interaction you can: easily create interaction graphs using dichotomous, categorical, or continuous variables; instantly perform a complete statistical analysis of your interaction data; use data from many different formats to draw your interaction graphs, including...
- Tags: Graph, Interaction, Interaction Graph, Microsoft Excel, Microsoft Windows, E-mail, Microsoft Office, Office Suites, Software, Operating Systems, Online Communications
- Software downloads 2006-03-23
- 2Touch Streamlines Customer Interaction Processes With Avaya and Noetica Solution
- 2Touch needed a front-end solution to guide agents through conversations with their clients' customers; the solution needed to be deployed within a short timeframe. In addition, 2Touch needed a tool that would save time and energy in setting up new customer interaction processes and making amendments to existing ones. The...
- Tags: Customer Interaction, Avaya Inc., 2Touch, SYNTHESYS, Call Centers, Real Estate, Service-Oriented Architecture (SOA), Operational Planning, Customer Relationship Management (CRM), Business Process Automation, Enterprise Software, It Operations, Business Operations, Web Services, Software
- Case studies 2007-08-01
- The Letter and the Envelope: Introducing Sophisticated Analytics to Understand Customer Behavior
- Today's typical contact center reporting system uses outdated, ineffective metrics to evaluate customer satisfaction. Like reading the outside of an envelope, people don't get much more than name and address - metrics like average hold time, call duration, etc - that only gives context about the interaction, but not, most...
- Tags: Analytics, Financial Planning, Call Centers, Finance, It Operations
- Webcasts
- Voca Supports Over 100 Million Global Transactions Each Day With New Technology Platform
- Founded in 1968, Voca, formerly BACS Limited, is one of the world's largest and most advanced providers of payments services to banks and corporates. Voca wanted to replace existing technology infrastructure - hardware and software - with a flexible technology platform able to support global volumes in excess of 100...
- Tags: Electronic Payment, Oracle Corp., Operational Accounting, Databases, Enterprise Software, Finance, Software, Data Management
- Case studies
- A Technical Brief on Cross Platform Integration: Interoperability of Avaya Integration Center, Cisco Intelligent Contact Management and Siebel 7
- This white paper describes the success of the new engineers and tools in working with a $29B global insurance firm to demonstrate full interoperability between Avaya’s Interaction Center IC 6.0, Cisco’s Intelligent Contact Management ICM software, and the Siebel 7 CRM application. At the conclusion of the trial, the Avaya...
- Tags: Interoperability, Contact Management, Siebel 7, Siebel Systems Inc., Cisco Intelligent Contact Management, Cisco Systems Inc., Avaya Inc., Integration, Customer Relationship Management (CRM), Call Centers, Enterprise Software, Software, It Operations
- White papers 2003-11-01
- AMMI Macros for Multiplicative Interaction Models
- SAS macros have been developed to provide user-friendly statistical software for the analysis and interpretation of interaction in two-way experiments. These newly developed macros are called the AMMI (Additive Main-effects and Multiplicative Interaction) macros. The AMMI models allow one to analyze two-way data with interaction even if there are no...
- Tags: SAS Institute, Macro
- White papers 2006-02-28
- Innovating Human Capital Management With the Employee Interaction Center Based on SAP Software
- The client is Siemens AG based in Germany. The key challenge was to improve the quality and efficiency of human resources services. The solution and services offered were Employee interaction center EIC, based on mySAP ERP Human Capital Management mySAP ERP HCM and mySAP Customer Relationship Management mySAP CRM. The...
- Tags: mySAP, Client, SAP AG, Human Capital Management, Customer Relationship Management (CRM), Human Capital, Enterprise Software, Software, Human Resources, Workforce Management
- Case studies 2004-12-01
- EDS and Avaya Create a Global Infrastructure for Contact Centers to Enable Operational Efficiencies, High Productivity, and Client Satisfaction
- With hundreds of clients in all major industries, Electronic Data Systems Corporation EDS needs to address an extremely wide range of evolving Customer Relationship Management CRM requirements through their outsourced contact center solutions. Their vision is to implement a Strategy of Enablement that can bring maximum efficiency, quality, and value...
- Tags: Contact Center, Electronic Data Systems Corp., Avaya Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies 2008-03-01
- Building Customer Relationships One Interaction at a Time
- Successful customer-oriented companies have figured out that customer relationships can only be built one interaction at a time, and are re-aligning objectives around just that: the customer interaction. Given this reality, imagine an environment where one could personally direct the outcome of every single customer interaction, start to finish. Where...
- Tags: Customer Interaction, Customer Relationship
- White papers 2007-09-01
- Road Map to Results: How to Optimize the Customer Experience in Your Contact Center
- The contact center is a customer interaction hub where marketing, sales and service combine to drive growth. As the contact center's role in optimizing the customer experience grows, it becomes increasingly vital to have a solid Customer Experience Development strategy in place and the right technological tools to make that...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-02-22
- Next Generation Internet Interaction System: Thelma
- This paper presents the Next Generation Internet Interaction: Thelma which would allow for unobtrusive web based rich interaction using Ajax components in a web browser. Thelma builds on the idea of the Web 2.0 paradigm where the web browser will be the users central work tool. The Thelma system would...
- Tags: Web, e-Meeting, Interaction, Web Browser, Thelma, Web Conferencing, Web Browsers, Internet, Channel Management, Marketing
- White papers 2006-02-22
- Multichat: Persistent, Text-as-You-Type Messaging in a Web Browser for Fluid Multi-Person Interaction and Collaboration
- To facilitate face to face conversation between deaf and hearing participants, the authors created a cross-platform, browser-based, persistent text-as-you-type system that aggregates each individual's utterances in revisable personal notes on a user-configurable multi-person workspace in a common web browser. The system increases the fluidity of real time interaction, makes it...
- Tags: Collaboration, Web Browser, Web Browsers, Internet
- White papers 2005-09-16
- << Previous
- page 1 of 1
- Next >>
