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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WHITE PAPER:   Posted: 17 Dec 2008 | Published: 16 Dec 2008
The use of Remote Support Technologies gives support reps greater visibility into customer issues, and increases customer perceptions of the professionalism of the team and its value.
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BOOK:   Posted: 21 Nov 2008 | Published: 21 Nov 2008
This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.
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CASE STUDY:   Posted: 26 Sep 2008 | Published: 26 Sep 2008
In this case study, Northbrook Consulting wanted their remote support solution to include multiple session capabilities. Learn how NTR's Remote Support was their solution.
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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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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: 03 Jun 2008 | Published: 01 Apr 2008
This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
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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: 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: 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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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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WEBCAST:   Posted: 09 Apr 2008 | Premiered: Available On Demand
In this webcast from Numara Software industry leaders will teach you how to be sure that your support structure is running effectively. It will discuss and present solutions for all major issues that support centers encounter.
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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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