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Content posted in November 1999
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Infineon Off To A New Start
News & Analysis  
11/1/1999   Post a comment
ARM Grabs British Software House Micrologic
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11/1/1999   Post a comment
Chip company gains applications development expertise in Cambridge acquisition.
TCS MANAGEMENT GROUP'S INTERACTIVE AGENT
News & Analysis  
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?
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.
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.
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.
THE CUSTOMER ALWAYS CLICKS TWICE
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A new category of call center products is emerging: systems that mix telephony, VoIP, text chat, and other Web technologies.
IEX'S AGENT WEBSTATION
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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.
HEALTH CARE HAVENS
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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
News & Analysis  
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.
CALL CENTER TECHNOLOGY'S PRISM 2.2
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11/1/1999   Post a comment
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.
HEALTH CARE HAVENS
News & Analysis  
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.
CT EXPO'S BEST OF SHOW AWARDS
News & Analysis  
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.
What Your Call Center Can Be Thankful For
News & Analysis  
11/1/1999   Post a comment
CallCenter Mag's Joe Fleischer gets reflective for the holidays.
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
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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.
DIGITAL SET EMULATION
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11/1/1999   Post a comment
Depending on application, desired price point, and other variables, emulating a proprietary station set may be the best way to integrate a PBX with a CT client, server or appliance.
RITTAL: "THE BIGGEST NAME IN COMPACTPCI YOU'VE NEVER HEARD OF."
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11/1/1999   Post a comment
While other companies produce much fanfare, Rittal produces much product.
ECHO CANCELLATION AND VOIP
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11/1/1999   Post a comment
A closer look at the causes of echo
BLESSED BE THE EVANGELISTS
News & Analysis  
11/1/1999   Post a comment
Evangelize, communicate, sell more CT.
Mapping Out Your Site Selection Strategies
News & Analysis  
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.
THE CUSTOMER ALWAYS CLICKS TWICE
News & Analysis  
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.
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.
WILL TAXES DARKEN THE FUTURE OF DSL?
News & Analysis  
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.
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
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.
Mapping Out Your Site Selection Strategies
News & Analysis  
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.
What Your Call Center Can Be Thankful For
News & Analysis  
11/1/1999   Post a comment
CallCenter Mag's Joe Fleischer gets reflective for the holidays.
LUCENT TECHNOLOGIES' CRM CENTRAL 2000
News & Analysis  
11/1/1999   Post a comment
Give agents immediate knowledge about customers as calls arrive.
SIX TO NINE MONTHS -- YOU HEARD IT HERE FIRST
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11/1/1999   Post a comment
The CommFusion explosion draws near.
SO YOU WANT TO BE A (FAX) CONSULTANT
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11/1/1999   Post a comment
How to become a fax consultant.
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.
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.
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