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Content posted in May 2000
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Logging, Monitoring Follow Call Centers
News & Analysis  
5/1/2000   Post a comment
Logging and monitoring technology evolves in lockstep with the needs and capabilities of the call center. Five years ago, this meant systems that pooled recording channels the way PBXs pool trunks. A year ago, it meant recording agent screen activity in sync with voice. Now, it means tracking and recording one customer's contacts across multiple interaction media.
Let Your Website do the Talking
News & Analysis  
5/1/2000   Post a comment
Letting online advertisers "publish" short audio broadcasts on their site.
The End of CPE?
News & Analysis  
5/1/2000   Post a comment
SIP and ASPs are preparing to engineer a revolution-within-an-evolution: fostering a pure Internet telecom play at the network's heart.
Shoreline Communication System
News & Analysis  
5/1/2000   Post a comment
We're back for another close look at next-generation phone systems. This month's contender has an interesting combination of analog and IP-based telephony features. The analog trunks and extensions make it easy to cut into an existing site, while the IP-based distribution of server and voice switches makes expansion easy - even across multiple sites.
SIP Rules!
News & Analysis  
5/1/2000   Post a comment
Internet e-mail and the web are killer apps par excellence: elegant, open, debuggable, extensible - based on simple protocols and standards, and implemented across a cloud of shared, multi-purpose servers and resources. What if IP telephony looked like this? That's SIP's vision. Some say it's telephony's future.
GN Netcom's Activa Headset
News & Analysis  
5/1/2000   Post a comment
GN Netcom's (Nashua, NH) Activa is a monaural headset that contains an amplifier within its earpiece.
Rockwell Electronic Commerce's Call Center Studio 3.0
News & Analysis  
5/1/2000   Post a comment
Lets agents view and enter information about customers during calls.
Systems Integrators: Your Center's Personal Shoppers
News & Analysis  
5/1/2000   Post a comment
Here's how independent systems integrators help you select and implement hardware and software best suited for your call center.
Rockwell Electronic Commerce's Call Center Studio 3.0
News & Analysis  
5/1/2000   Post a comment
Lets agents view and enter information about customers during calls.
Nortel Networks' Symposium Call Center Server 3.0
News & Analysis  
5/1/2000   Post a comment
Skills-based routing at your center or among remote sites.
Building a New Phone Network
News & Analysis  
5/1/2000   Post a comment
Steps on the road to convergence.
The JFax of Life
News & Analysis  
5/1/2000   Post a comment
JFax offers free services, including fax-to-e-mail, voicemail-to-e-mail and outbound faxing with Fax4Free.
Accommodating Your Call Center
News & Analysis  
5/1/2000   Post a comment
Here's how to find the right space for your call center.
Prize-Worthy Call Centers
News & Analysis  
5/1/2000   Post a comment
The nine best call centers we covered in 1999.
Award-Winning Roles
News & Analysis  
5/1/2000   Post a comment
The role of a call center agent as a representative of a company marks a fundamental difference between a call center and a typical office.
Accommodating Your Call Center
News & Analysis  
5/1/2000   Post a comment
Here's how to find the right space for your call center.
Reseller Choices for Change
News & Analysis  
5/1/2000   Post a comment
Shopping for new products is like going to a chocolate shop - you want a little of everything. How do you go to the CT Chocolate Shop and not get a tummy-ache?
CT For Law Firms
News & Analysis  
5/1/2000   Post a comment
"Lawyer" used to be synonymous with "Luddite." But CT is slowly making inroads into one of the last technological wastelands: The Law Firm.
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