IP Telephony Rules News & Analysis 5/1/1999 Post a comment VoIP represents a profound opportunity - and a driving force - for bringing competitive carriers into the local service market. IP Telephony Part 2 The CLEC Opportunity
Beating The Odds At Consultant Roulette News & Analysis 5/1/1999 Post a comment Consultants come in many colors. Pick the right one - you're a hero. Hire the wrong one - you're a dunce. Spin the wheel and anything goes. Here's a short survival guide based on 20 years of consultant-watching.
They Fax What? News & Analysis 5/1/1999 Post a comment Addressing the different needs of different fax users: service bureaus, fax servers, SOHOs
How a Systems Integrator Helps You Put Your Call Center Together News & Analysis 5/1/1999 Post a comment Whether you switch over to the latest version of your ACD or implement computer telephony for the first time, the process of tying together different call center systems isn't something you should have to go through alone. Here's how systems integrators can help you install or upgrade the most important components of your call center successfully.
VXI's Bear headsets News & Analysis 5/1/1999 Post a comment The new
line of headsets offers a variety of enhancements, such as concave ear cups that reduce outside noise.
Outfitting Your Center in Record Time News & Analysis 5/1/1999 Post a comment Call center executives are under pressure to get the most attractive, functional and effective facility running and furnished in record time. Here are some designs, furnishings and shortcuts you can use as a guide to ensure your agents will be sitting comfortably."
Best CT Distributors News & Analysis 5/1/1999 Post a comment CT distributors need to educate as well as sell. Here's
how the smartest players in the game are adding value.
Platinum Software's Clientele 7.0 News & Analysis 5/1/1999 Post a comment Clientele includes a change management module, which allows you to look up defects in products, the severity of the defects, the versions of the products where you found the defects, and ways the defects can be resolved.
GM Voices' Voice Prompts News & Analysis 5/1/1999 Post a comment Through nearly 20 years of service to every size and type of business, GM Voices has fine-tuned a process of creating, recording, implementing and maintaining voice prompt programs.
INOVA's LightLink 2.3 News & Analysis 5/1/1999 Post a comment INOVA's
LightLink 2.3 is software that delivers real-time data about your call center to Web pages on your call center's internal Web site.
Speedware's Customer Service Analyzer News & Analysis 5/1/1999 Post a comment Customer Service Analyzer
software captures and consolidates call center data from sources such as ACDs, customer databases, computer telephony servers and PBXs. It lets you organize and segment this data, plus any other performance-related metrics you rely on, to help you gauge your center's ability to serve customers successfully.
Cutting-Edge Outsourcing Apps News & Analysis 5/1/1999 Post a comment Today, companies view outsourcing as more of an ongoing partnership with the teleservices agencies they choose. Both parties work to help each other deliver effective customer service and sales. Here are a few examples of some of these forward-thinking relationships.
The Changing Face of IVR News & Analysis 5/1/1999 Post a comment Customers have warmed up to the age of automation. They like the speed, the convenience and the options self-service provides. By performing transactions by way of touchtone, speech recognition or at your Web site, they can get their own answers and rest assured their data is secure. And at the end of the day, IVR still saves your call center big bucks."