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Content posted in December 1999
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TELTONE'S OFFICELINK 2000 VERSION 1.6
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12/1/1999   Post a comment
A computer telephony software package that lets remote agents transfer, hold and make calls from their PCs.
401(K) SELF-SERVICE, GUI OR TUI
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12/1/1999   Post a comment
Building web and telephony UIs for one 401(k) self-service app.
NOKIA INTELLIGENT APPLICATIONS/TELEKOL'S INTEGRA-X 6.2
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This powerful unified messaging system works with (or without) Exchange and Lotus, has a speech--driven attendant, and serves as an IVR platform
EXPANDING THE HELP DESK PLAYING FIELD
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Although much of today’s help desk software often falls into a new category of products, getting the help desk component you need should still be a walk in the park. Here’s what you should know about vendors that have expanded their products to serve operations beyond the help desk.
PREDICTING THE FUTURE OF PREDICTIVE DIALERS
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Predictive dialers are now capable of more than just generating outbound calls. Here's how options such as call blending make dialers appealing to an ever- widening variety of call centers.
TURNKEY ENHANCED SERVICE PLATFORMS FOR TELCOS & ISPS
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How do you implement client-pleasing services in a tight competitive timeframe, and do it under budget? These turnkey platforms make it simple.
Power Protection for CT Systems
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Most everyone has heard or experienced at least one business horror story related to power failure. Fear tactics alone are enough to convince most IT and telcom managers to take basic steps toward protecting critical equipment such as phone systems and back office servers. Dealers and VARs help, too - increasingly, in recent years, a UPS (normally with built-in surge suppression and power conditioning) is included in the installed price of a new telephony or data server, messaging or phone syste
INFERENCE'S K-COMMERCE SUPPORT ENTERPRISE
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On-line knowledge management tools to assist customers and reps in finding answers to questions, including those related to support.
BUILDING ROBUST APPLICATIONS FOR THE CONVERGED WORLD
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Global application deployment across divergent protocols can be complicated; API can help.
NOKIA INTELLIGENT APPLICATIONS/TELEKOL'S INTEGRA-X 6.2
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12/1/1999   Post a comment
This powerful unified messaging system works with (or without) Exchange and Lotus, has a speech--driven attendant, and serves as an IVR platform
RAISING YOUR ACD'S IQ
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Here's a look at products that can add intelligence to your call center's ACD.
SPEECHWORKS HOST GOES DIALOGIC GOLD
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Easy to implement speech recognition (affordable, too!)
COMPUTER TELEPHONY PRODUCTS OF THE YEAR '99
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37 products, from every corner of the converged computer telephony universe. The common threads: technical elegance, clear market direction, and real world value
EXPANDING THE HELP DESK PLAYING FIELD
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12/1/1999   Post a comment
Although much of today’s help desk software often falls into a new category of products, getting the help desk component you need should still be a walk in the park. Here’s what you should know about vendors that have expanded their products to serve operations beyond the help desk.
INFERENCE'S K-COMMERCE SUPPORT ENTERPRISE
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12/1/1999   Post a comment
On-line knowledge management tools to assist customers and reps in finding answers to questions, including those related to support.
CT VISION 2000
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The year 1999 was a watershed in the history of communications: A moment of transition in which the telephone (epitome of 19th century invention) and the computer (arguably the 20th century's greatest achievement) finally merged into a single platform. At this juncture, we thought it would be appropriate to consult with some of the individuals and companies most closely identified with this convergence.
COMPUTER TELEPHONY: THE VOICE OF CONVERGING COMMUNICATIONS
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Behind our new tagline
APPRO'S FAULT RESILIENT PIZZA BOX DOES IP
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Appro's Fault Resilient "pizza box" is ideal for dense Net-oriented apps.
EMPLOYMENT TECHNOLOGIES' CALL CENTER SIMULATION
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A look at job screening software for prospective call center agents.
UNISPHERE: ONE PLATFORM, A WORLD OF SERVICES
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A core switch router, an edge router, and a service mediation switch that replaces traditional class 4 tandem switches.
Changing the Channel
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The channel is by far the biggest challenge for the industry; here's what the future holds.
RAISING YOUR ACD'S IQ
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Here's a look at products that can add intelligence to your call center's ACD.
WHERE TO DOCK YOUR INTERNATIONAL CALL CENTER
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Improving world economies are driving the demand for call center services as a hot job market in the US prompts companies to think about locating their teleservices operations in other countries. Here are the channels to navigate and the pitfalls to avoid in your search for a safe harbor for your international call center.
WHERE TO DOCK YOUR INTERNATIONAL CALL CENTER
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12/1/1999   Post a comment
Improving world economies are driving the demand for call center services as a hot job market in the US prompts companies to think about locating their teleservices operations in other countries. Here are the channels to navigate and the pitfalls to avoid in your search for a safe harbor for your international call center.
CMC PRACTICES WHAT IT PREACHES
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12/1/1999   Post a comment
Few call centers, particularly outsourcers, market their training expertise. Few training firms have call centers. Here’s how Centralized Marketing Company (CMC) combines both facets to enhance the synergy between its outsourcing and training services.
CMC PRACTICES WHAT IT PREACHES
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12/1/1999   Post a comment
Few call centers, particularly outsourcers, market their training expertise. Few training firms have call centers. Here’s how Centralized Marketing Company (CMC) combines both facets to enhance the synergy between its outsourcing and training services.
PREDICTING THE FUTURE OF PREDICTIVE DIALERS
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12/1/1999   Post a comment
Predictive dialers are now capable of more than just generating outbound calls. Here's how options such as call blending make dialers appealing to an ever- widening variety of call centers.
CREATIVE ALTERNATIVES TO RS-232
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12/1/1999   Post a comment
How ISI used skill (and SQL) to foil a pair of "serial" killers
EMPLOYMENT TECHNOLOGIES' CALL CENTER SIMULATION
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A look at job screening software for prospective call center agents.
THE MCI-SPRINT MERGER: CAN IT PASS MUSTER?
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The regulatory scheme followed by the FCC in examining mergers in the telecommunications industry is first and foremost a public interest inquiry.
CT MEDIA AND STANDARDS-BASED CT APPLICATION DEPLOYMENT
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12/1/1999   Post a comment
The truth about CT Media
CISCO'S 1750: A SMALL OFFICE ROUTER THAT SINGS
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12/1/1999   Post a comment
We take a look at Cisco's small office voice-enabled router.
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