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Content posted in May 1999
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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."
Building Customer Loyalty One Forkful at a Time
News & Analysis  
5/1/1999   Post a comment
How an NYC restaurant owner is making a killing by coddling his customers.
New Siemens IVR Application, Co-Developed with InterVoice
News & Analysis  
5/1/1999   Post a comment
Siemens Information and Communication Networks and InterVoice introduced an IVR system that pushes alphanumeric caller information to agent phone displays without the aid of computer telephony.
Nortel Networks' Symposium Express
News & Analysis  
5/1/1999   Post a comment
Nortel Symposium Express software is ideal for call centers with 40 or fewer seats that use Nortel Meridian 1 switches.
Web Transactions and Demand for Live Agents on the Rise
News & Analysis  
5/1/1999   Post a comment
Here's why catalog companies continue to compete for the best call center agents and how they let customers reach them through traditional and non-traditional means.
Indexing Recorded Speech
News & Analysis  
5/1/1999   Post a comment
Zeroing in on the word you need
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.
More CT Expo Judge's Picks
News & Analysis  
5/1/1999   Post a comment
No, we're not finished! Here are a score more products you can't afford to miss.
Sweet CT Success
News & Analysis  
5/1/1999   Post a comment
Voicemail-Bearing Bears
What? No Prices
News & Analysis  
5/1/1999   Post a comment
It's hard to compute even the base price for a fault-resilient system.
INOVA's LightLink 2.3
News & Analysis  
5/1/1999   Post a comment
INOVA's (Charlottesville, VA) 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.
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.
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.
Kana Communications' Kana Classify
News & Analysis  
5/1/1999   Post a comment
Classify is a message classification module within the company's Internet customer service product suite. It lets you automate the way you classify, manage and respond to e-mail messages.
Buying Tips -- IVR
News & Analysis  
5/1/1999   Post a comment
An industry expert goes over some of the finer points in choosing a call-center IVR system.
Building Customer Loyalty One Forkful at a Time
News & Analysis  
5/1/1999   Post a comment
How an NYC restaurant owner is making a killing by coddling his customers.
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.
Motorola "Excels" At Switching!
News & Analysis  
5/1/1999   Post a comment
EXS 2000 technology poured into a telco-grade cPCI chassis.
Kana Communications' Kana Classify
News & Analysis  
5/1/1999   Post a comment
Classify is a message classification module within the company's Internet customer service product suite. It lets you automate the way you classify, manage and respond to e-mail messages.
Yes, Microsoft is Serious About Telephony
News & Analysis  
5/1/1999   Post a comment
For years the industry has questioned whether Microsoft is serious about telephony. Its recently-announced relationship with Dialogic leaves little doubt they are.
ITXC Makes A Crystal Clear Choice
News & Analysis  
5/1/1999   Post a comment
How one network operator chose a server platform.
Analogic Tap 800 Family Now on Compact PCI
News & Analysis  
5/1/1999   Post a comment
Telephony Application Processors go international with compactPCI.
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.
Nice Ruling, Folks: So Who Wins?
News & Analysis  
5/1/1999   Post a comment
Are ILECs or CLECs the winners in the "reciprocal compensation" fracas?
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.
GOLDMINE'S GOLDMINE 5.0
News & Analysis  
5/1/1999   Post a comment
A look at the latest upgrade to this sales and marketing software.
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.
Cisco Acquires Geotel
News & Analysis  
5/1/1999   Post a comment
Here's why they got the bargain.
They Fax What?
News & Analysis  
5/1/1999   Post a comment
Addressing the different needs of different fax users: service bureaus, fax servers, SOHOs
Teltone's Terrific Telephone Line Emulator
News & Analysis  
5/1/1999   Post a comment
An excellent performer that's easy to use
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.
Nortel Networks' Symposium Express
News & Analysis  
5/1/1999   Post a comment
Nortel Symposium Express software is ideal for call centers with 40 or fewer seats that use Nortel Meridian 1 switches.
Promoting Workstation Ergonomics
News & Analysis  
5/1/1999   Post a comment
Fast Set-up Suggestions
News & Analysis  
5/1/1999   Post a comment
How a company set up a call center in fewer than 60 days.
New Siemens IVR Application, Co-Developed with InterVoice
News & Analysis  
5/1/1999   Post a comment
Siemens Information and Communication Networks and InterVoice introduced an IVR system that pushes alphanumeric caller information to agent phone displays without the aid of computer telephony.
Harris' ClearView
News & Analysis  
5/1/1999   Post a comment
Profile of a (discontinued) ACD/IVR server for a proprietary Harris switch.
Envision Telephony's SoundByte Agent Express
News & Analysis  
5/1/1999   Post a comment
Agent Express is software that lets agents review their performance evaluations from their PCs
Buying Tips -- IVR
News & Analysis  
5/1/1999   Post a comment
An industry expert goes over some of the finer points in choosing a call-center IVR system.
Envision Telephony's SoundByte Agent Express
News & Analysis  
5/1/1999   Post a comment
Agent Express is software that lets agents review their performance evaluations from their PCs
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.
INOVA's LightLink 2.3
News & Analysis  
5/1/1999   Post a comment
INOVA's (Charlottesville, VA) 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.
Cisco Acquires Geotel
News & Analysis  
5/1/1999   Post a comment
Here's why they got the bargain.
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
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.
Motorola, Intel agree to settle lawsuit
News & Analysis  
5/1/1999   Post a comment
Motorola and Intel agreed to settle a lawsuit stemming from charges that Intel had hired Motorola engineers with trade secrets.
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