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Content posted in June 1999
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World Class CT
News & Analysis  
6/1/1999   Post a comment
Building CT apps for the world market is a challenge. But simplification, standardization, and modernization are easing homologation. Here's a close-up on EU standards and certification practices, plus some sage advice for developers and integrators
Working the Minute Mine: With the right tools, billing info yields clues to greater profit.
News & Analysis  
6/1/1999   Post a comment
There's gold in them thar CDRs! Not just because they're the records that go on the bills that result in the checks that flow from subscribers to telco carriers. The "gold" we speak of here goes a step beyond simply getting paid. It's the mine of usage data that helps your marketeers identify, cross-sell, retain (or win over, or win back) the most profitable customers.
Octane Software's Octane 99
News & Analysis  
6/1/1999   Post a comment
Octane 99 is a front office software suite that lets you queue and route customers' requests, whether they come from phone calls, e-mail or on-line forms.
CenterForce Technologies' CenterForce Analyzer
News & Analysis  
6/1/1999   Post a comment
Software you can use to establish goals within your call center and measure agents' performance against them.
Right Now Technologies' PowerFAQ
News & Analysis  
6/1/1999   Post a comment
PowerFAQ Web-based customer support software makes it easy for you to provide your customers with a knowledge base of answers to frequently asked questions (FAQ) from your Web site.
Who to Call
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6/1/1999   Post a comment
Comverse Infosys'OpenStorage
News & Analysis  
6/1/1999   Post a comment
OpenStorage allows you to access call recordings from a computer equipped with a Web browser and sound card.
How to Consult the Consultants
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6/1/1999   Post a comment
Helping Your Center Balance Its Books
News & Analysis  
6/1/1999   Post a comment
Call centers in the credit and collections industry have their jobs cut out for them, whether it's dealing with late-paying customers or overseas travelers who've just lost their credit cards. Here are some of the technologies that the centers in this industry use to help them provide efficient and speedy service.
APC's Amazing UPS
News & Analysis  
6/1/1999   Post a comment
Modern. Ergonomic and environmental. APC makes its high-end uninterruptible power supply units.
IVR Runs an A/V Playground
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6/1/1999   Post a comment
Controlling A/V down under.
Selecting a Consultant
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6/1/1999   Post a comment
Right Now Technologies' PowerFAQ
News & Analysis  
6/1/1999   Post a comment
PowerFAQ Web-based customer support software makes it easy for you to provide your customers with a knowledge base of answers to frequently asked questions (FAQ) from your Web site.
Our Ongoing Mission of Boldly Automating Calls
News & Analysis  
6/1/1999   Post a comment
Reducing caller frustration with automated call-handling applications means providing more adaptive, natural telephone user interfaces
Silknet Software's eCommerce
News & Analysis  
6/1/1999   Post a comment
eCommerce is software that allows your company to provide service and sales from your Web site.
CenterForce Technologies' CenterForce Analyzer
News & Analysis  
6/1/1999   Post a comment
Software you can use to establish goals within your call center and measure agents' performance against them.
Our Picks from the Show
News & Analysis  
6/1/1999   Post a comment
There were many products on display at the first annual Call Center Demo and Conference in sunny Orlando, FL. Many we've already told you about and others we'll cover throughout the year. Here are some brand-new systems announced at the show that caught our eye.
Fax For Free!
News & Analysis  
6/1/1999   Post a comment
Looking a gift horse in the mouth, we pick the best free web-based fax services.
Vocaltec's Surf&Call does it all!
News & Analysis  
6/1/1999   Post a comment
Suites designed for the carrier and call center markets to extend customer service to e-commerce
IVR Runs an A/V Playground
News & Analysis  
6/1/1999   Post a comment
Controlling A/V down under.
Coaches for your Call Center
News & Analysis  
6/1/1999   Post a comment
Sometimes an outside consultant is needed to coach you in call center setup, technology selection and operations. Here are a few good examples of what some of the leading industry experts can do for you.
Helping Your Center Balance Its Books
News & Analysis  
6/1/1999   Post a comment
Call centers in the credit and collections industry have their jobs cut out for them, whether it's dealing with late-paying customers or overseas travelers who've just lost their credit cards. Here are some of the technologies that the centers in this industry use to help them provide efficient and speedy service.
Companies Deploy Multi-Networked Call Centers to Deliver Efficient Customer Service
News & Analysis  
6/1/1999   Post a comment
Customers must be able to reach a company easily, even in cases when other services are disrupted due to emergencies such as power failures or hurricanes. Here's how some companies have set up multi-networked call centers to ensure that they consistently deliver quality customer service among all their locations.
Comverse Infosys'OpenStorage
News & Analysis  
6/1/1999   Post a comment
OpenStorage allows you to access call recordings from a computer equipped with a Web browser and sound card.
A Brand-New Look At Secondary Sources
News & Analysis  
6/1/1999   Post a comment
The secondary CT and telecom markets are worth a fresh look. Like vintage clothing, if you dig around a bit, you're sure to come up with a winner. It's cheap! (No downtown Gucci prices.) The quality's superb: today's retro-telecom sellers refurbish equipment to "like new" specs. And the support is first-rate.
Feeding Frenzy Fodder
News & Analysis  
6/1/1999   Post a comment
Jealousy. What Veteran CT Value-Added folks experience as competitors are gobbled-up for millions. And Curious. "How'd they do that?" "My product is better - and so are my revenues." No matter. Business planning is a discipline. Just like your brilliant engineering. Here's a clue for your own infusion of capital or stock-swap deal.
Our Picks from the Show
News & Analysis  
6/1/1999   Post a comment
There were many products on display at the first annual Call Center Demo and Conference in sunny Orlando, FL. Many we've already told you about and others we'll cover throughout the year. Here are some brand-new systems announced at the show that caught our eye.
inFact's Support Suite 2.0
News & Analysis  
6/1/1999   Post a comment
Support Suite 2.0 is on-line problem resolution software that lets your customers have access to knowledge bases from your Web site.
Coaches for your Call Center
News & Analysis  
6/1/1999   Post a comment
Sometimes an outside consultant is needed to coach you in call center setup, technology selection and operations. Here are a few good examples of what some of the leading industry experts can do for you.
GN Netcom's GN Express Headsets
News & Analysis  
6/1/1999   Post a comment
Headsets for professional office, SOHO, PC, and mobile applications.
IP Telephony: QOS For Ethernet LANs New Packet Switch Gives VIP Passes To Critical Voice/Video Data
News & Analysis  
6/1/1999   Post a comment
IP network switch facilitates flicker-free video and voice
CT Index: For Your EDIFication
News & Analysis  
6/1/1999   Post a comment
The acquisition binge continues: Is there a trend developing here?
The End Of The 80/20 Game
News & Analysis  
6/1/1999   Post a comment
As companies who persist in these practices are starting to realize, 80/20 strategies may produce nifty short-term numbers; but if you pursue them long-term, you may end up off-loading your customer base ... onto your competition.
Intel Joins Display Consortium
News & Analysis  
6/1/1999   Post a comment
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