WEBCAST:   Posted: 22 Dec 2008 | Premiered: Available On Demand
This session will also explore some customer case studies to show how early adopters of SIP trunking in contact centers have successfully managed these issues, and examines some of the unexpected implementation challenges and benefits they've encountered.
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PODCAST:   Posted: 10 Dec 2008 | Premiered: 09 Dec 2008
Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.
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PODCAST:   Posted: 02 Dec 2008 | Premiered: 02 Dec 2008
Join this podcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency.
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WEBCAST:   Posted: 01 Dec 2008 | Premiered: Available On Demand
Join this webcast to learn more about a solution that drastically reduces switchboard staffing costs and improves efficiency.
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PODCAST:   Posted: 24 Nov 2008 | Premiered: 23 Nov 2008
UC is not a product or system, but rather a way of envisioning how communications works within an enterprise to support its business goals.
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WEBCAST:   Posted: 12 Nov 2008 | Premiered: Available On Demand
In this webcast Vertica Database offers a better way to give more people faster access to CDR data so that they can analyze it in more ways.
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WHITE PAPER:   Posted: 06 Nov 2008 | Published: 06 Nov 2008
Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.
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WHITE PAPER:   Posted: 03 Nov 2008 | Published: 03 Nov 2008
In this E-book, find out how unified communications (UC) is altering the call center technology landscape and how some organizations have successfully adopted UC to extend the call center into the enterprise.
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VIDEO:   Posted: 22 Sep 2008 | Premiered: 19 Sep 2008
Achieving "customer intimacy" is the fundamental basis of solid business strategy. In this videocast, Don Van Doren of UniComm Consulting explains what UC is and is not and how it can enhance the nature of customer interactions.
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WHITE PAPER:   Posted: 10 Sep 2008 | Published: 10 Sep 2008
This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions.
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CASE STUDY:   Posted: 28 Jul 2008 | Published: 25 Jul 2008
In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.
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WHITE PAPER:   Posted: 11 Jul 2008 | Published: 01 Oct 2006
This whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO.
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DATA SHEET:   Posted: 11 Jul 2008 | Published: 01 Jul 2008
ECHO™ provides the vehicle for focused customer experience management through real-time call monitoring and agent performance evaluations.
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WHITE PAPER:   Posted: 11 Jul 2008 | Published: 01 Jul 2007
Read this paper to learn how Teleformix's ECHO™ digital recording solution integrates seamlessly with Avaya's telephony systems, providing your company with a crucial customer service tool - quality assurance recording.
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DATA SHEET:   Posted: 11 Jul 2008 | Published: 01 Jul 2008
Call recording and review are the most effective and efficient ways to ensure your customers receive high quality treatment and accurate information. ECHO™ provides the vehicle for this.
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