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multimedia contact center

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Multimedia Contact Center Facilitates Superior Customer Service and New Fulfillment Opportunities for Clients: Palm Coast Data is a full-service magazine, product and membership services fulfillment company established in 1984 in Palm Coast, Florida. Communications technology in the customer service center is central to Palm Coast Data's ability to satisfy new needs or drive new opportunities in servicing its clients. As email growth in...; Tags: Multimedia, Customer Service, Agent, Nortel Networks Corp., Palm Inc., Multimedia Contact Center, Palm Coast Data, E-mail, Real Estate, Online Communications, Business Operations; Case studies 2006-10-31

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An Introduction to Multimedia Services: Adding video to voice and text applications to create multimedia services is an important development, which promises to provide a robust new revenue stream for service providers and greatly enhance enterprise solutions, including the contact center. This paper explores market segment trends, multimedia services, key multimedia standards, and the technical...; Tags: Multimedia, Multimedia Service; White papers 2005-09-01
The Presence-Enhanced Multimedia Contact Center: This paper illustrates the business value of deploying presence and collaboration tools in the contact center to improve productivity, reduce costs and raise both employee and customer satisfaction. Specifically, presence management - combined with the ability for contact handling agents to collaborate with others in the organization - yields higher...; Tags: Siemens AG, Call Centers, Groupware, Real Estate, Product Marketing, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software, Business Operations, Marketing; White papers 2005-07-11
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...; Tags: Contact Center, Avaya Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; Case studies
Moving Beyond the Contact Center to Expert Anywhere: The need to meet customer demands and retain existing customers is resulting in companies of all sizes striving to go beyond merely satisfying customers, to having personalized and customized relationships with each and every one. Nortel's Expert Anywhere Contact solution, an integral component of the Nortel Application Center strategy which...; Tags: SIP, Nortel Networks Corp., Contact Center, Session Initiation Protocol (SIP), Call Centers, Customer Relationship Management (CRM), Emerging Technologies, It Operations, Enterprise Software, Software; White papers 2006-03-17

Selecting a Hosted Contact Center Solution: The Contact Center On Demand CCOD or hosted contact center represents a worthwhile, potentially cost-saving alternative to premise-based contact center solutions. The features and capabilities of hosted contact center solutions differ significantly from one another, so it's strongly recommended that prospects undertake as thorough a selection process as if they...; Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2005-01-11
IP Contact Center: Implementation of an IP Contact Center is without a doubt one way of making savings on telephone communications and network maintenance operations. But to consider this aspect alone gives only a partial appreciation of value it can bring to the business. Do not ignore the most important value of all...; Tags: Network Maintenance, IP, Alcatel, Real Estate, Network Administration, Business Operations, Networking; White papers 2004-06-01
Hosted Contact Centers Are Ready for Prime Time: Hosted contact center solutions are capturing the interest of IT and contact center managers around the world with their unique value proposition. This white paper examines the benefits of hosted contact center solutions, reviews and compares the underlying technologies and provides criteria for selecting the right solution. All organizations -...; Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2005-05-08
A Contact Center Solution From Avaya Keeps Power Customers in Touch, in Spite of Hurricane Katrina: Responsible for generating and delivering electric power to 2.7 million customers in Southeast Texas and most of Mississippi, Arkansas and Louisiana, including New Orleans. The challenge was to enable six geographically-separate call centers to operate as an integrated multimedia contact center and strengthen management's ability to adjust operations as demands...; Tags: Contact Center, Avaya Inc., Hurricane Katrina, Call Centers, Customer Relationship Management (CRM), VOIP, Telecommunications, It Operations, Enterprise Software, Software, Networking; Case studies
Simplifying Contact Center Management for Your Enterprise or Government Agency: Executives and analysts alike realize more than ever that the contact center can have a tremendous impact on their overall business in the areas of revenue, costs, market intelligence, and customer loyalty. A contact center is many things - cost center, profit center, key source of revenue, key source of...; Tags: Agency, Government, Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2005-12-01
Migrating to an IP Contact Center: Platforms and Products to Ease the Transformation: The convergence of voice and data services over a single Internet Protocol IP network will transform today's contact centers by providing multimedia communications in a location-independent environment. Contact centers that once answered only telephone calls now field queries from multiple channels - phone, fax, email, and web interaction. And the...; Tags: Contact Center, IP, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2006-05-01
Enabling the Next Generation Contact Center: The quality of customer service often suffers as contact center managers and agents struggle to fulfill the misguided expectations of upper management while falling short on what should be their most important and only goal: satisfying customer needs. So what function should the next generation contact center serve in the...; Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2005-03-31
The Customer Focused Contact Center: Call it what you will - the contact center or call center, customer service, or 1-800 number is a critical area where the customers experience and attitude towards the company are developed. The contact center is where you make or break your customer relationship. It's where the customer experience happens....; Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2006-08-01
A New Approach to Contact Center Optimization: Contact center managers are hearing a great deal from vendors and analysts about optimization. The definition of optimization varies depending on who is discussing it, but most approaches tend to focus on improving agent performance. An alternative approach is to take a holistic view of optimization that not only considers...; Tags: Optimization, Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2004-03-11
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
How to Turn Your Contact Center Into a Profit Center - A Best-Practice Overview: Many executives view the contact center, or call center, as a cost center - a necessary expense, but one that drags on the bottom line. While costs can almost always be wrung out of nearly any part of an enterprise, in this case the management should first consider whether it...; Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2004-12-01
5 Contact Center Megatrends and How to Ride Them: The Contact Center Executive's Guide to Career Success in Turbulent Times: The megatrends that have swept businesses in general and contact centers in particular, have created enormous opportunities for proactive contact center executives to become strategic players within their business and take their careers to the next level. As a leading provider of contact center solutions, eGain works with large as...; Tags: Career, Contact Center, eGain Communications Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2005-12-14
Contact Center Infrastructure Outsourcing: A Flexible Approach to Contact Center Customer Care: Contact center infrastructure outsourcing is a topic of interest to any company that wants to lower costs and risk levels, while at the same time maintaining excellence in customer service. Despite sharing some similarities with full outsourcing and contact center hosting, infrastructure outsourcing offers a larger degree of operational flexibility....; Tags: Contact Center, Contact Center Infrastructure Outsourcing, Call Centers, Customer Relationship Management (CRM), Outsourcing, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting; White papers 2004-06-01
The Advantages of Using SIP in Your IP Contact Center: Everyone is talking about SIP and how it will transform business communications. But what will SIP bring to the contact center? This webcast will focus on how SIP can be utilized in the contact center to enhance the way that a person communicates with the customers. SIP, and the applications...; Tags: SIP, Contact Center, IP, Session Initiation Protocol (SIP), Call Centers, Emerging Technologies, It Operations; Webcasts
Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction: Contact Center Analytics is a major factor in keeping customers loyal and satisfied, while maintaining reasonable costs. Learn the best solution for contact center managers in this whitepaper from Siebel Systems.; Tags: Revenue, Contact Center, Siebel Systems Inc., Customer Satisfaction, Contact Center Analytics, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2005-05-01

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