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: 01 Sep 2008 | Published: 28 Aug 2008
This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.
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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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WHITE PAPER:   Posted: 03 Jun 2008 | Published: 01 Jan 2006
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
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WHITE PAPER:   Posted: 02 Jun 2008 | Published: 01 Mar 2008
This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
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WHITE PAPER:   Posted: 02 Jun 2008 | Published: 03 Mar 2008
The Avaya Unified Communications for Teleworkers solution provides at-home employees the tools that help them stay connected, productive, and satisfied--and IT staff the technology to minimize management complexity.
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WHITE PAPER:   Posted: 27 May 2008 | Published: 01 Jan 2008
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
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WHITE PAPER:   Posted: 20 May 2008 | Published: 01 Mar 2007
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
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CASE STUDY:   Posted: 19 May 2008 | Published: 01 May 2008
The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
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PODCAST:   Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
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WHITE PAPER:   Posted: 26 Mar 2008 | Published: 01 Mar 2008
By implementing new billing techniques you can reduce customer churn, increase revenue and improve customer satisfaction. Read this white paper that details a new approach to billing that can benefit your business and your pocket.
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WHITE PAPER:   Posted: 08 Feb 2008 | Published: 08 Feb 2008
This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
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