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Content posted in September 1999
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PERFECTING SUPPORT
News & Analysis  
9/1/1999   Post a comment
The proliferation of PCs over the past decade has given help desks motivation to fine-tune the way they provide support. And fine-tune they have; the emphasis today is on closing the call at the first level, and the help desks we spoke with are able to solve customers' problems over 90% of the time.
PRODUCTS FOR LENDING ON-LINE CUSTOMERS A HELPING HAND
News & Analysis  
9/1/1999   Post a comment
Web-enabling your call center is no longer optional. It's a necessity of doing business on the Internet. Here's what you need to know to properly serve your on-line customers.
SERVICESOFT TECHNOLOGIES' SERVICESOFT ECENTER
News & Analysis  
9/1/1999   Post a comment
eCenter is a suite of products that enable you to offer on-line support.
SETTING LARGE GOALS FOR YOUR SMALL CALL CENTER
News & Analysis  
9/1/1999   Post a comment
Just because your call center is small does not mean you have to set lower standards for quality of service or efficiency. Call center staples like call routing systems and automated dialers are readily available for call centers with 25 or fewer seats. Here's how these products help your center emulate the big players.
SNARED BY THE WEB OF OUTSOURCING OPPORTUNITIES
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9/1/1999   Post a comment
Due to the volatile nature of customer contact and outsourcing, it is a challenge to understand, adapt and manage the constantly changing web of available opportunities. Here's how to organize the process to make it work effectively for your call center.
SPEECHWORKS INTERNATIONAL SPEECHWORKS 5.0
News & Analysis  
9/1/1999   Post a comment
SpeechWorks 5.0 speech recognition software includes new DialogModules that enable your automated voice processing system to recognize credit card information and social security numbers.
TOOLS TO STICH UP YOUR SUPPORT
News & Analysis  
9/1/1999   Post a comment
Here's how self-healing support tools automatically solve computer problems before they reach your help desk.
YELLOW FREIGHT SYSTEM'S ROUND-THE-CLOCK CALL CENTERS
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How this freight transportation company serves customers over the phone and from its Web site.
APP GENS: More than just IVR
News & Analysis  
9/1/1999   Post a comment
App gens are getting too big (and powerful) for their britches. Once simple IVR scripting tools, they are commandeering the "contact center" and taking root in the most sophisticated of turnkey enterprise commservers.
MARKETING MESSAGES MAKES SLICK FIRST IMPRESSION
News & Analysis  
9/1/1999   Post a comment
Professionally recorded voice prompt resources.
CTL OFFERS BIG FEATURES ON VOICE SUPPORT NT
News & Analysis  
9/1/1999   Post a comment
CTL's latest auto-attendant plans for the future.
HATE VOICEMAIL?
News & Analysis  
9/1/1999   Post a comment
This is SANDi, how may I direct your call?
TESTING UNIFIED MESSAGING: PART 1 - SYSTEM INSTALLATION; VOICEMAIL FEATURES
News & Analysis  
9/1/1999   Post a comment
Basic system features tested on four vendor platforms: Active Voice, AVT, Key Voice and Lucent.
IP TELEPHONY: IS YOUR VOIP SECURE?
News & Analysis  
9/1/1999   Post a comment
Voice-over-IP is rapidly becoming a mature technology. Audio quality, bandwidth usage, and convenience are all reaching acceptable levels. But are your VoIP calls secure?
PERSONALIZED SERVICE
News & Analysis  
9/1/1999   Post a comment
Quintus and Net Perceptions partner to make CRM more prescient.
MISSION-CRITICAL Q&A
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Explaining jitter and other telecom arcana.
LEGAL WATCH: THE Y2K ACT BECOMES LAW
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9/1/1999   Post a comment
How the Y2K Act will influence users of telecom services
NITTY GRITTY: THE DAWN OF ICS ADVENT
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9/1/1999   Post a comment
The Dawn of ICS Advent
LOOKING FOR MR. GOODVAR
News & Analysis  
9/1/1999   Post a comment
Just who are these VAR people? And how do open telephony and CT makers find them? Never fear. Here's the lowdown on how to meet and greet your next great channel partner.
HOW TO BE A HERO
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9/1/1999   Post a comment
Hail the mighty savior IP PBX?
NEWS FROM THE PBX FRONT
News & Analysis  
9/1/1999   Post a comment
Our CommFusion commander inspects Sphere's updated Sphericall PBX
GOOD THINGS COME IN SMALL PACKAGES
News & Analysis  
9/1/1999   Post a comment
Oki's BS1200 Internet Voice Gateway
CT EXPO FALL '99: COMMUNICATIONS, COMPUTING, CONVERGENCE
News & Analysis  
9/1/1999   Post a comment
It's that time again!
SOMEWHERE OUT THERE - WELCOME TO THE REALM OF VIRTUAL ACDS
News & Analysis  
9/1/1999   Post a comment
IP is the key technology to overcoming the cost factors and logistical impediments of centralization. Tomorrow's call centers will be "virtual" they'll manage traffic globally, work with the network, serve remote agents and decentralized business models, and offer smarter features at radically lower costs.
SWITCH ROUTERS SHOW YOU THE WAY
News & Analysis  
9/1/1999   Post a comment
Telco-grade, VoIP-capable switch routers are helping simplify the network's core and providing the necessary bandwidth for the not-so-distant world of data and VoIP convergence. But there's more than one way to route a packet. We give you the latest, and help you weigh the alternatives
INNOVATIONS: SPEECHSITE FROM SPEECHWORKS
News & Analysis  
9/1/1999   Post a comment
Chat with a real machine!
SWITCHVIEW IVIS MANAGES TELECOM USAGE VIA WEB
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9/1/1999   Post a comment
Designed for smaller businesses
THE PROGRESSIVE WAY TO SHOP LUCENT
News & Analysis  
9/1/1999   Post a comment
A look at the leading Lucent Technologies dealer in the United States
SANE SOLUTIONS' NETTRACKER FOR WEB SITE TRAFFIC REPORTING
News & Analysis  
9/1/1999   Post a comment
NetTracker 4.0 tells you who's visiting your site
GVN PUTS DSL ON ITS MAP
News & Analysis  
9/1/1999   Post a comment
GVN's latest product innovations target xDSL support.
TESTING UNIFIED MESSAGING: PART 1 - SYSTEM INSTALLATION; VOICEMAIL FEATURES
News & Analysis  
9/1/1999   Post a comment
Basic system features tested on four vendor platforms: Active Voice, AVT, Key Voice and Lucent.
NEWS FROM THE PBX FRONT
News & Analysis  
9/1/1999   Post a comment
Our CommFusion commander inspects Sphere's updated Sphericall PBX
PERSONALIZED SERVICE
News & Analysis  
9/1/1999   Post a comment
Quintus and Net Perceptions partner to make CRM more prescient.
SOMEWHERE OUT THERE - WELCOME TO THE REALM OF VIRTUAL ACDS
News & Analysis  
9/1/1999   Post a comment
IP is the key technology to overcoming the cost factors and logistical impediments of centralization. Tomorrow's call centers will be "virtual" they'll manage traffic globally, work with the network, serve remote agents and decentralized business models, and offer smarter features at radically lower costs.
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