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Content posted in September 1999
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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.
Day of Reckoning Looms For High-Tech Customer Support
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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.
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
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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.
SPEECHWORKS INTERNATIONAL SPEECHWORKS 5.0
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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.
GENESYS' INTERNET SUITE
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9/1/1999   Post a comment
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
MISSION-CRITICAL Q&A
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Explaining jitter and other telecom arcana.
HEWLETT-PACKARD'S FRONT OFFICE
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9/1/1999   Post a comment
Front Office is a suite of products that help you manage your sales, marketing and support efforts through your Web 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.
CTL OFFERS BIG FEATURES ON VOICE SUPPORT NT
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9/1/1999   Post a comment
CTL's latest auto-attendant plans for the future.
TESTING UNIFIED MESSAGING: PART 1 - SYSTEM INSTALLATION; VOICEMAIL FEATURES
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9/1/1999   Post a comment
Basic system features tested on four vendor platforms: Active Voice, AVT, Key Voice and Lucent.
NITTY GRITTY: THE DAWN OF ICS ADVENT
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The Dawn of ICS Advent
HOW TO BE A HERO
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9/1/1999   Post a comment
Hail the mighty savior IP PBX?
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.
PRODUCTS FOR LENDING ON-LINE CUSTOMERS A HELPING HAND
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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.
SETTING LARGE GOALS FOR YOUR SMALL CALL CENTER
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9/1/1999   Post a comment
Just because your call center is small does not mean you have to set lower standards for quality of service or efficiency. Call center staples like call routing systems and automated dialers are readily available for call centers with 25 or fewer seats. Here's how these products help your center emulate the big players.
SNARED BY THE WEB OF OUTSOURCING OPPORTUNITIES
News & Analysis  
9/1/1999   Post a comment
Due to the volatile nature of customer contact and outsourcing, it is a challenge to understand, adapt and manage the constantly changing web of available opportunities. Here's how to organize the process to make it work effectively for your call center.
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.
SETTING LARGE GOALS FOR YOUR SMALL CALL CENTER
News & Analysis  
9/1/1999   Post a comment
Just because your call center is small does not mean you have to set lower standards for quality of service or efficiency. Call center staples like call routing systems and automated dialers are readily available for call centers with 25 or fewer seats. Here's how these products help your center emulate the big players.
THE PROGRESSIVE WAY TO SHOP LUCENT
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9/1/1999   Post a comment
A look at the leading Lucent Technologies dealer in the United States
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.
SERVICESOFT TECHNOLOGIES' SERVICESOFT ECENTER
News & Analysis  
9/1/1999   Post a comment
eCenter is a suite of products that enable you to offer on-line support.
PERSONALIZED SERVICE
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9/1/1999   Post a comment
Quintus and Net Perceptions partner to make CRM more prescient.
PERFECTING SUPPORT
News & Analysis  
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.
GENESYS' INTERNET SUITE
News & Analysis  
9/1/1999   Post a comment
Brief overview of this web-based contact-center software.
SERVICESOFT TECHNOLOGIES' SERVICESOFT ECENTER
News & Analysis  
9/1/1999   Post a comment
eCenter is a suite of products that enable you to offer on-line support.
FINDING A HOME FOR YOUR CALL CENTER
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9/1/1999   Post a comment
The booming economy and the call center industry's rapid growth have made seeking the right home for your call center more important than ever. Here are some strategies and opportunities that will get your center up and running.
TESTING UNIFIED MESSAGING: PART 1 - SYSTEM INSTALLATION; VOICEMAIL FEATURES
News & Analysis  
9/1/1999   Post a comment
Basic system features tested on four vendor platforms: Active Voice, AVT, Key Voice and Lucent.
MARKETING MESSAGES MAKES SLICK FIRST IMPRESSION
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9/1/1999   Post a comment
Professionally recorded voice prompt resources.
NEWS FROM THE PBX FRONT
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9/1/1999   Post a comment
Our CommFusion commander inspects Sphere's updated Sphericall PBX
<<   <   Page 28 / 28


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