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Abstract:
Automating Your Call Center Feedback. Solutions and Other Documents to Characterize Your Buy, In Relation To Automating Your
Call Center Feedback. Almost everyone has had a bad call center experience—due to long queues, ineffective interactive
voice response (IVR) systems, or an agent who doesn’t (...)
Excerpt related to
call center product:
Automating Your Call Center Feedback. Solutions and Other Documents to Characterize Your Buy, In Relation To Automating Your
Call Center Feedback. ...
Published:
2010-03-11
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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
call center product:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's Guide.
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact
center solution, your company can boost revenues, retain cu (...)
Excerpt related to
call center product:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's
Guide. A call center can be so...
Published:
2010-03-11
-
Abstract:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's Guide.
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact
center solution, your company can boost revenues, retain cu (...)
Excerpt related to
call center product:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's
Guide. A call center can be so...
Published:
2010-03-11
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Abstract:
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management
(CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations
across multiple channels, extract actionable d (...)
Excerpt related to
call center product:
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management
(CEM) solutions. TEC ana...
Published:
2012-01-12
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Excerpt related to
call center product:
... It should always be remembered that the call center environment involves
more than just systems and protocols; it also involves the all-important factor in ...
Published:
2008-07-15
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Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
call center product:
... sources, all of which must be captured and processed through the call center.
... self-monitoring capabilities that can evaluate the health of the product and self ...
Published:
2003-06-11
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Abstract:
Siebel Systems announces two alliances that promise new relevance for its customer relationship management software. (...)
Excerpt related to
call center product:
Siebel Systems announces two alliances that promise new relevance for its customer relationship management software.
Published:
2000-03-10
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Abstract:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Until recently, customer interaction technologies were often considered too complex and costly for all
but the largest businesses to justify. But today that pict (...)
Excerpt related to
call center product:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Un...
Published:
2010-03-11
-
Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
call center product:
... sources, all of which must be captured and processed through the call center.
... self-monitoring capabilities that can evaluate the health of the product and self ...
Published:
2003-06-11
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Abstract:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable business definitions mapped to the different CRM system schemas throughout the organization. (...)
Excerpt related to
call center product:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable bus...
Published:
2002-12-25
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Abstract:
Skillful management of transitions is essential for IT professionals. It is not simple and it not recognized when it is
done right, but when done wrong, the noise of the sudden stop rings in everyone's ears for a long time. (...)
Excerpt related to
call center product:
... To maximize product value, the Call Center company
chose to combine the five acquisitions and operate them separately from current operations but to integrate ...
Published:
2002-01-10
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Abstract:
Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors.
Kana is the most recently announced CRM customer. Kana has voice enabled their RealTime offering to provide ecommerce sites
a way to talk to their customers. (...)
Excerpt related to
call center product:
Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors. Kana
is the most recentl...
Published:
2000-09-06
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Excerpt related to
call center product:
... Improve product reliability by identifying and tracking quality issues (eg, the number
of problems/SKM uses per solution); Bolster call center productivity ...
Published:
2009-03-03
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Abstract:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with higher levels of service while increasing Great Plains’ operational efficiency. Here’s how Great Plains
uses the web to augment its technical support services. (...)
Excerpt related to
call center product:
Great Plains has expanded eSupport, its web-based technical support service. The new service promises to provide customers
and partners with highe...
Published:
2000-12-05
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Abstract:
Case Study: VAI Implements E-commerce Solution for Hearing Aid Provider. Download the most recent Reports for the VAI Implementation
of an E-commerce Solution for Hearing Aid Provider. For hearing aid manufacturers, it’s vital to be able to design a quality
product and deliver it quickly. When Widex dec (...)
Excerpt related to
call center product:
... such as order placement, training registration and access to current product information.
In addition, dispensers were phoning the call center or mailing in ...
Published:
2010-03-11
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Abstract:
Compaq is simplifying its sometimes dizzying range of product offerings in its business desktop lines. This bodes well
for their customers. (...)
Excerpt related to
call center product:
... acquisition of InaCom's manufacturing, customization, and call center
operations will help ... a 90% likelihood that Compaq completes its product streamlining,
and ...
Published:
2000-04-10
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Abstract:
Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization,
realize that they need to differentiate customers' experiences from the competition, to enhance customer loyalty and increases
profitability. (...)
Excerpt related to
call center product:
Amdocs believes its ICM strategy resonates with its customers, who, facing increased competition and price commoditization,
realize that they need...
Published:
2005-08-03
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Abstract:
NEON Systems has signed an agreement to develop and distribute Sterling Software's SOLVE:Diplomat product. Diplomat has been
used to integrate disparate Customer Relationship Management (CRM) and call center systems. NEON intends to evolve it into
a unified EAI (Enterprise Application Integration) soluti (...)
Excerpt related to
call center product:
... disparate Customer Relationship Management (CRM) and Call Center systems.
NEON Systems intends to increase the scope of the Diplomat product, which will evolve ...
Published:
2000-01-26
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Abstract:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applications that support customer-facing functions and management decision making. That may capture the essence
of what CRM is, but it does not begin to capture why (...)
Excerpt related to
call center product:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applic...
Published:
2004-11-08