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Content posted in September 1999
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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.
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
News & Analysis  
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How this freight transportation company serves customers over the phone and from its Web site.
YELLOW FREIGHT SYSTEM'S ROUND-THE-CLOCK CALL CENTERS
News & Analysis  
9/1/1999   Post a comment
How this freight transportation company serves customers over the phone and from its Web site.
CT EXPO FALL '99: COMMUNICATIONS, COMPUTING, CONVERGENCE
News & Analysis  
9/1/1999   Post a comment
It's that time again!
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
ITC LEARNING'S EFFECTIVE LEADERSHIP
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9/1/1999   Post a comment
A fast look at a six-part training course that teaches leadership skills to call center managers and supervisors.
OMEGA PERFORMANCE'S HIGH PEFORMANCE TELESERVICE CLOSE-CALL
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TeleService Close-Call is a multimedia CD that lets agents simulate the experience of answering live calls at a call center within a hypothetical financial services company.
GVN PUTS DSL ON ITS MAP
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GVN's latest product innovations target xDSL support.
PERSONALIZED SERVICE
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Quintus and Net Perceptions partner to make CRM more prescient.
MISSION-CRITICAL Q&A
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Explaining jitter and other telecom arcana.
HATE VOICEMAIL?
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This is SANDi, how may I direct your call?
LOOKING FOR MR. GOODVAR
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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.
INNOVATIONS: SPEECHSITE FROM SPEECHWORKS
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9/1/1999   Post a comment
Chat with a real machine!
SPEECHWORKS INTERNATIONAL SPEECHWORKS 5.0
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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.
SERVICESOFT TECHNOLOGIES' SERVICESOFT ECENTER
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9/1/1999   Post a comment
eCenter is a suite of products that enable you to offer on-line support.
PERSONALIZED SERVICE
News & Analysis  
9/1/1999   Post a comment
Quintus and Net Perceptions partner to make CRM more prescient.
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
NEWS FROM THE PBX FRONT
News & Analysis  
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Our CommFusion commander inspects Sphere's updated Sphericall PBX
GENESYS' INTERNET SUITE
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Brief overview of this web-based contact-center software.
SWITCHVIEW IVIS MANAGES TELECOM USAGE VIA WEB
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Designed for smaller businesses
SANE SOLUTIONS' NETTRACKER FOR WEB SITE TRAFFIC REPORTING
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NetTracker 4.0 tells you who's visiting your site
Day of Reckoning Looms For High-Tech Customer Support
News & Analysis  
9/1/1999   Post a comment
Customers expect effective support from high tech firms. Companies that don’t deliver support that is as much on the cutting edge as their products may find their market share slipping. Though it’s not always cheaper than live support, Web-based self-support options are now a necessity for any help desk. Here’s why.
ASK DR. JON
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9/1/1999   Post a comment
Research highlights from Purdue University and Q&A with Dr. Jon Anton.
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.
BLUE PUMPKIN'S PRIMETIME 2.0
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9/1/1999   Post a comment
A review of this workforce management system.
BLUE PUMPKIN'S PRIMETIME 2.0
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9/1/1999   Post a comment
A review of this workforce management system.
HEWLETT-PACKARD'S FRONT OFFICE
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Front Office is a suite of products that help you manage your sales, marketing and support efforts through your Web site.
OMEGA PERFORMANCE'S HIGH PEFORMANCE TELESERVICE CLOSE-CALL
News & Analysis  
9/1/1999   Post a comment
TeleService Close-Call is a multimedia CD that lets agents simulate the experience of answering live calls at a call center within a hypothetical financial services company.
PERFECTING SUPPORT
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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.
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.
APP GENS: More than just IVR
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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.
GOOD THINGS COME IN SMALL PACKAGES
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9/1/1999   Post a comment
Oki's BS1200 Internet Voice Gateway
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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