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Content posted in November 1999
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Infineon Off To A New Start
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11/1/1999   Post a comment
ARM Grabs British Software House Micrologic
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Chip company gains applications development expertise in Cambridge acquisition.
CPS'S INFOSERVER 2000 V2.0
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11/1/1999   Post a comment
This CT switch adjunct does IVR, intelligent call routing and fax-on-demand.
What Your Call Center Can Be Thankful For
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CallCenter Mag's Joe Fleischer gets reflective for the holidays.
LUCENT TECHNOLOGIES' CRM CENTRAL 2000
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Give agents immediate knowledge about customers as calls arrive.
SNARED BY THE WEB OF OUTSOURCING OPPORTUNITIES? (PART TWO)
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11/1/1999   Post a comment
Designing and managing an outsourcing partnership is complex. The nuances of negotiating a contract can sometimes snare you. Here's what you can do to get it right.
CALL CENTER TECHNOLOGY'S PRISM 2.2
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11/1/1999   Post a comment
A look at this call-center management software tool.
LENDING AN EAR TO CUSTOMER SERVICE
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Call recording and monitoring systems let you do more than just listen to agents’ phone calls. These systems also give you insight about how agents deal with customers. Here’s how some of the latest systems can help agents improve on service they provide to customers.
VOICEWARE'S TSP
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11/1/1999   Post a comment
If you want to succeed in enhanced services, you have to be prepared to weather upheavals, and quickly adapt to changing market circumstances. Here's a company that can help.
CISCO 1750: A SMALL OFFICE VoIP Solution
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11/1/1999   Post a comment
Fulfilling our promise from last month's Innovations, we wasted no time in getting Cisco's new branch office router/gateway, the 1750, into our East Coast labs for a round of hands-on evaluation. Here's how it performed.
CALL CENTER CASTS A WIDER NETWORK TO CATCH A LABOR POOL
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11/1/1999   Post a comment
Williams integrates a multi-location call center solution for Pagemart Wireless.
TCS MANAGEMENT GROUP'S INTERACTIVE AGENT
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11/1/1999   Post a comment
Agents use Interactive Agent to ask for vacation time, overtime or time off during the day for non-phone work such as training sessions or meetings. Agents can also submit requests to Interactive Agent about swapping schedules.
DO COMM SERVERS DELIVER?
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11/1/1999   Post a comment
Communications servers are touted as more flexible, scaleable and open alternatives to conventional PBXs. But do they satisfy expectations in call centers? Here’s what we learned.
DATA AND SERVICES TO IMPROVE SALES PERFORMANCE
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11/1/1999   Post a comment
How list and database firms can help you better target your inbound and outbound telemarketing campaigns.
DIGITAL SET EMULATION
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11/1/1999   Post a comment
Depending on application, desired price point, and other variables, emulating a proprietary station set may be the best way to integrate a PBX with a CT client, server or appliance.
THE CUSTOMER ALWAYS CLICKS TWICE
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11/1/1999   Post a comment
A new category of call center products is emerging: systems that mix telephony, VoIP, text chat, and other Web technologies.
SNARED BY THE WEB OF OUTSOURCING OPPORTUNITIES? (PART TWO)
News & Analysis  
11/1/1999   Post a comment
Designing and managing an outsourcing partnership is complex. The nuances of negotiating a contract can sometimes snare you. Here's what you can do to get it right.
CALL CENTER CASTS A WIDER NETWORK TO CATCH A LABOR POOL
News & Analysis  
11/1/1999   Post a comment
Williams integrates a multi-location call center solution for Pagemart Wireless.
IEX'S AGENT WEBSTATION
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11/1/1999   Post a comment
It lets agents view real-time call statistics and schedules through any Web browser capable of running Java applets.
HEALTH CARE HAVENS
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11/1/1999   Post a comment
Here's how call centers in health care companies do what it takes to provide each customer with compassionate and individualized service.
CT EXPO'S BEST OF SHOW AWARDS
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11/1/1999   Post a comment
Computer Telephony Expo Fall '99 was a blast! Over 150 exhibitors, dozens of new product introductions, announcements, and deals galore! It was tough choosing our favorites, but here are our picks for brand-new products that best exemplify "the new computer telephony.
DO COMM SERVERS DELIVER?
News & Analysis  
11/1/1999   Post a comment
Communications servers are touted as more flexible, scaleable and open alternatives to conventional PBXs. But do they satisfy expectations in call centers? Here’s what we learned.
IVR SYSTEMS TALK BACK: THE SPEECH RECOGNITION REVOLUTION
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11/1/1999   Post a comment
Your IVR system doesn't have to limit callers to using touchtone menus. Here's a look at some of the latest options for enhancing your IVR system with speech recognition.
CALL CENTER TECHNOLOGY'S PRISM 2.2
News & Analysis  
11/1/1999   Post a comment
A look at this call-center management software tool.
LUCENT TECHNOLOGIES' CRM CENTRAL 2000
News & Analysis  
11/1/1999   Post a comment
Give agents immediate knowledge about customers as calls arrive.
What Your Call Center Can Be Thankful For
News & Analysis  
11/1/1999   Post a comment
CallCenter Mag's Joe Fleischer gets reflective for the holidays.
RITTAL: "THE BIGGEST NAME IN COMPACTPCI YOU'VE NEVER HEARD OF."
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11/1/1999   Post a comment
While other companies produce much fanfare, Rittal produces much product.
ECHO CANCELLATION AND VOIP
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11/1/1999   Post a comment
A closer look at the causes of echo
DIGITAL SET EMULATION
News & Analysis  
11/1/1999   Post a comment
Depending on application, desired price point, and other variables, emulating a proprietary station set may be the best way to integrate a PBX with a CT client, server or appliance.
TAKING BACK THE APPLICATION HIGH GROUND
News & Analysis  
11/1/1999   Post a comment
First, there was IVR. Then the web. Now, Wireless Application Protocol (WAP) and other initiatives are about to make the (wireless) phone ground zero (once again!) for information, e-mail, and e-commerce
HEALTH CARE HAVENS
News & Analysis  
11/1/1999   Post a comment
Here's how call centers in health care companies do what it takes to provide each customer with compassionate and individualized service.
TCS MANAGEMENT GROUP'S INTERACTIVE AGENT
News & Analysis  
11/1/1999   Post a comment
Agents use Interactive Agent to ask for vacation time, overtime or time off during the day for non-phone work such as training sessions or meetings. Agents can also submit requests to Interactive Agent about swapping schedules.
WILL TAXES DARKEN THE FUTURE OF DSL?
News & Analysis  
11/1/1999   Post a comment
The question of whether the states can tax DSL services is one of several unresolved legal questions that has the potential to significantly impact the evolution of the nascent DSL market. Here's a look at the situation.
BLESSED BE THE EVANGELISTS
News & Analysis  
11/1/1999   Post a comment
Evangelize, communicate, sell more CT.
Mapping Out Your Site Selection Strategies
News & Analysis  
11/1/1999   Post a comment
You have many choices of sites, facilities and building options for your call centers. Here are some suggestions from leading experts on how to go about selecting new homes for your call centers.
DATA AND SERVICES TO IMPROVE SALES PERFORMANCE
News & Analysis  
11/1/1999   Post a comment
How list and database firms can help you better target your inbound and outbound telemarketing campaigns.
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