Contact Centers for Dummies by Avaya Inc.
November 2008 - (Free Research)
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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Lumber Company Cuts Customer Delays down to Size by Cisco Systems, Inc.
February 2008 - (Free Research)
In this case study, Mountain Lumber Company streamlined their customer and employee communications with a Cisco Unified Communications system. They have also eliminated the need for a separate intercom system. Read this study to learn more.
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Dialing for Dollars: Nine Tips on Call Prospecting by Cisco Systems, Inc.
January 2011 - (Free Research)
The truth about effective call prospecting is that it’s a numbers game: the more calls you make, the better your chance of attaining customers. Just one customer could be enough to make your sales numbers. Continue reading this paper to learn nine tips for effective calling.
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Whitepaper: Understanding IBM Lotus Sametime and Unified Telephony by IBM
December 2010 - (Free Research)
This white paper defines the IBM® Unified Communications and Collaboration (IBM UC2™) vision of making it easy for you to find, reach, and collaborate with others through a unified user experience. This strategy is designed to make it easy for you to access and manage telephone communications from inside the Lotus Sametime or Lotus Notes® client.
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Making Lync Your Softphone by AVST
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April 2013 - (Free Research)
This video explores how AVST's Intelligent Gateway can help you bridge the gap between your collaborative applications and your existing PBX, allowing you to unlock the power of UC without upgrading or replacing your PBX.
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Cisco Telepresence Zones by Global Knowledge
April 2013 - (Free Research)
The concept of zones in Cisco TelePresence products is confusing to many people; but this white paper should clear up some of the confusion.
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Next Generation Telephony by Microsoft
November 2010 - (Free Research)
Legacy telephony systems simply don't fulfill the needs of the modern enterprise. This whitepaper describes the collaboration, productivity, and cost-saving benefits you can enjoy by leveraging a single, comprehensive enterprise communication solution in your organization.
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Octel Dies in 2014, What’s Next? by AVST
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January 2013 - (Free Research)
Discover how you can enjoy all the benefits of a next-generation unified communications system, all while protecting your current TDM and IP-PBX telephony infrastructure.
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Unified Communication Manager - Class of Service by Global Knowledge
February 2013 - (Free Research)
This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations.
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Avaya Aura Contact Center Scripting Demystified by Global Knowledge
May 2011 - (Free Research)
Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.
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PBX Buying Guide: How to Choose the Right Phone System for Your Business by Fonality Inc.
August 2010 - (Free Research)
While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.
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Oracle Magazine: Modernize your IT by Oracle Corporation UK Ltd
July 2012 - (Free Research)
This issue of Oracle ONE Magazine offers advice on ridding your organization of complex, outdated IT and explores how Oracle can make this modernization simple.
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Case Study: TORO National Support Network by NEC Corporation
August 2009 - (Free Research)
Read this case study to learn how NEC solutions helped TORO improve contact-center service quality scores, improve staff productivity, improve business operations and enhance system flexibility.
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Case Study: Eldorado Hotel Casino & Silver Legacy Resort Casino by NEC Corporation
August 2009 - (Free Research)
Read this case study to learn how Eldorado Hotel Casino & Silver Legacy Resort Casino enhanced guest experience, discovered new revenue streams, streamlined employee workflow, and lowered total cost of ownership by implementing UNIVERGE communications framework and servers.
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Salesforce.com's Service Cloud for Dummies by Salesforce.com
April 2010 - (Free Research)
Salesforce.com's Service Cloud doesn’t just track and resolve customer service cases. It lets you participate in the online conversations about your products and services. Now, try the Service Cloud free for 30 days and bridge the gap between your call center, the social Web, and Web self-service. Plus get the free ebook Service Cloud for Dummies!
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Enterprise VoIP Security: Potential Threats and Best Practices by Global Knowledge Network, Inc.
March 2006 - (Free Research)
As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments.
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