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Content posted in November 1999
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Infineon Off To A New Start
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11/1/1999   Post a comment
ARM Grabs British Software House Micrologic
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Chip company gains applications development expertise in Cambridge acquisition.
DATA AND SERVICES TO IMPROVE SALES PERFORMANCE
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11/1/1999   Post a comment
How list and database firms can help you better target your inbound and outbound telemarketing campaigns.
SNARED BY THE WEB OF OUTSOURCING OPPORTUNITIES? (PART TWO)
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11/1/1999   Post a comment
Designing and managing an outsourcing partnership is complex. The nuances of negotiating a contract can sometimes snare you. Here's what you can do to get it right.
TCS MANAGEMENT GROUP'S INTERACTIVE AGENT
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11/1/1999   Post a comment
Agents use Interactive Agent to ask for vacation time, overtime or time off during the day for non-phone work such as training sessions or meetings. Agents can also submit requests to Interactive Agent about swapping schedules.
DO COMM SERVERS DELIVER?
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11/1/1999   Post a comment
Communications servers are touted as more flexible, scaleable and open alternatives to conventional PBXs. But do they satisfy expectations in call centers? Here’s what we learned.
HEALTH CARE HAVENS
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11/1/1999   Post a comment
Here's how call centers in health care companies do what it takes to provide each customer with compassionate and individualized service.
TCS MANAGEMENT GROUP'S INTERACTIVE AGENT
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11/1/1999   Post a comment
Agents use Interactive Agent to ask for vacation time, overtime or time off during the day for non-phone work such as training sessions or meetings. Agents can also submit requests to Interactive Agent about swapping schedules.
What Your Call Center Can Be Thankful For
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11/1/1999   Post a comment
CallCenter Mag's Joe Fleischer gets reflective for the holidays.
LUCENT TECHNOLOGIES' CRM CENTRAL 2000
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Give agents immediate knowledge about customers as calls arrive.
CALL CENTER TECHNOLOGY'S PRISM 2.2
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A look at this call-center management software tool.
LUCENT TECHNOLOGIES' CRM CENTRAL 2000
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11/1/1999   Post a comment
Give agents immediate knowledge about customers as calls arrive.
IEX'S AGENT WEBSTATION
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It lets agents view real-time call statistics and schedules through any Web browser capable of running Java applets.
CPS'S INFOSERVER 2000 V2.0
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This CT switch adjunct does IVR, intelligent call routing and fax-on-demand.
NMS MAKES CASE TO CARRIERS
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SS7 redundancy, compactPCI platform, and ultrasparc commitment
COMPACTPCI CT RESOURCES
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11/1/1999   Post a comment
Chief Technical Editor Richard ("Zippy") Grigonis continues his exploration of cPCI resources for high-eliability telephony. This time, his focus is on computer telephony components: line interfaces, DSP resource boards, and total subsystems for building survivable applications for large enterprise and telco mission critical deployment.
IVR SYSTEMS TALK BACK: THE SPEECH RECOGNITION REVOLUTION
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11/1/1999   Post a comment
Your IVR system doesn't have to limit callers to using touchtone menus. Here's a look at some of the latest options for enhancing your IVR system with speech recognition.
LENDING AN EAR TO CUSTOMER SERVICE
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11/1/1999   Post a comment
Call recording and monitoring systems let you do more than just listen to agents’ phone calls. These systems also give you insight about how agents deal with customers. Here’s how some of the latest systems can help agents improve on service they provide to customers.
CISCO 1750: A SMALL OFFICE VoIP Solution
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11/1/1999   Post a comment
Fulfilling our promise from last month's Innovations, we wasted no time in getting Cisco's new branch office router/gateway, the 1750, into our East Coast labs for a round of hands-on evaluation. Here's how it performed.
CALL CENTER CASTS A WIDER NETWORK TO CATCH A LABOR POOL
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11/1/1999   Post a comment
Williams integrates a multi-location call center solution for Pagemart Wireless.
IEX'S AGENT WEBSTATION
News & Analysis  
11/1/1999   Post a comment
It lets agents view real-time call statistics and schedules through any Web browser capable of running Java applets.
CPS'S INFOSERVER 2000 V2.0
News & Analysis  
11/1/1999   Post a comment
This CT switch adjunct does IVR, intelligent call routing and fax-on-demand.
SNARED BY THE WEB OF OUTSOURCING OPPORTUNITIES? (PART TWO)
News & Analysis  
11/1/1999   Post a comment
Designing and managing an outsourcing partnership is complex. The nuances of negotiating a contract can sometimes snare you. Here's what you can do to get it right.
SO YOU WANT TO BE A (FAX) CONSULTANT
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11/1/1999   Post a comment
How to become a fax consultant.
THE CUSTOMER ALWAYS CLICKS TWICE
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11/1/1999   Post a comment
A new category of call center products is emerging: systems that mix telephony, VoIP, text chat, and other Web technologies.
DO COMM SERVERS DELIVER?
News & Analysis  
11/1/1999   Post a comment
Communications servers are touted as more flexible, scaleable and open alternatives to conventional PBXs. But do they satisfy expectations in call centers? Here’s what we learned.
IVR SYSTEMS TALK BACK: THE SPEECH RECOGNITION REVOLUTION
News & Analysis  
11/1/1999   Post a comment
Your IVR system doesn't have to limit callers to using touchtone menus. Here's a look at some of the latest options for enhancing your IVR system with speech recognition.
Mapping Out Your Site Selection Strategies
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11/1/1999   Post a comment
You have many choices of sites, facilities and building options for your call centers. Here are some suggestions from leading experts on how to go about selecting new homes for your call centers.
DATA AND SERVICES TO IMPROVE SALES PERFORMANCE
News & Analysis  
11/1/1999   Post a comment
How list and database firms can help you better target your inbound and outbound telemarketing campaigns.
CT EXPO'S BEST OF SHOW AWARDS
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11/1/1999   Post a comment
Computer Telephony Expo Fall '99 was a blast! Over 150 exhibitors, dozens of new product introductions, announcements, and deals galore! It was tough choosing our favorites, but here are our picks for brand-new products that best exemplify "the new computer telephony.
TAKING BACK THE APPLICATION HIGH GROUND
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11/1/1999   Post a comment
First, there was IVR. Then the web. Now, Wireless Application Protocol (WAP) and other initiatives are about to make the (wireless) phone ground zero (once again!) for information, e-mail, and e-commerce
WILL TAXES DARKEN THE FUTURE OF DSL?
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11/1/1999   Post a comment
The question of whether the states can tax DSL services is one of several unresolved legal questions that has the potential to significantly impact the evolution of the nascent DSL market. Here's a look at the situation.
BLESSED BE THE EVANGELISTS
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11/1/1999   Post a comment
Evangelize, communicate, sell more CT.
CALL CENTER TECHNOLOGY'S PRISM 2.2
News & Analysis  
11/1/1999   Post a comment
A look at this call-center management software tool.
LENDING AN EAR TO CUSTOMER SERVICE
News & Analysis  
11/1/1999   Post a comment
Call recording and monitoring systems let you do more than just listen to agents’ phone calls. These systems also give you insight about how agents deal with customers. Here’s how some of the latest systems can help agents improve on service they provide to customers.
VOICEWARE'S TSP
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11/1/1999   Post a comment
If you want to succeed in enhanced services, you have to be prepared to weather upheavals, and quickly adapt to changing market circumstances. Here's a company that can help.
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