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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WHITE PAPER:   Posted: 18 Nov 2008 | Published: 18 Nov 2008
BPA solutions provide the tools, technologies, and infrastructure to automate complex business processes end to end in order to help increase competitive advantage and deliver tremendous value and visibility to business.
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WHITE PAPER:   Posted: 18 Nov 2008 | Published: 18 Nov 2008
BPA solutions provide the tools, technologies, and infrastructure to automate complex business processes end to end in order to help increase competitive advantage and deliver tremendous value and visibility to your business.
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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: 04 Nov 2008 | Published: 04 Nov 2008
Speech applications have long promised a strong return on investment by automating routine call center tasks and reducing live operator costs. This white paper gives more details.
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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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WHITE PAPER:   Posted: 29 Oct 2008 | Published: 29 Oct 2008
This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines.
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WEBCAST:   Posted: 13 Oct 2008 | Premiered: Available On Demand
Check out this webcast to learn how true customer insight removes obstacles and combines data in new ways to make previously hidden trends, interrelationships and influences visible.
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WHITE PAPER:   Posted: 10 Oct 2008 | Published: 10 Oct 2008
A secure network foundation from Cisco enables you to easily and cost-effectively add new users and applications as needed.
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WHITE PAPER:   Posted: 26 Sep 2008 | Published: 26 Sep 2008
On-demand remote support solutions address the inadequacies of web tools, e-mail, and phone-based approaches to quality customer care. This paper helps anyone responsible for improving customer experience using affordable technology solutions.
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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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EDITORIAL RESOURCE GUIDE:   Posted: 08 Sep 2008 | Published: 08 Sep 2008
This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.
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WHITE PAPER:   Posted: 04 Sep 2008 | Published: 04 Sep 2008
This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
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WHITE PAPER:   Posted: 22 Aug 2008 | Published: 22 Aug 2008
This paper is designed to help enterprises understand how Avaya, with its broad portfolio of systems, applications, built-in recovery features and professional services, can help plan and execute a solid approach to communication continuity preparedness.
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WHITE PAPER:   Posted: 22 Aug 2008 | Published: 22 Aug 2008
This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low – even when everyone is tightening their budgets.
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