CRM / Call Center Topics:
Call center VoIP software
Voice over Internet Protocol (VoIP) is making waves in the call center, but is it right for your organization? Start here for the latest news, expert advice and resources on call center VoIP software. Get an introduction to VoIP and find information on products and vendors. Learn how to calculate the ROI of a VoIP rollout and read up on the benefits of using VoIP in the call center. Read about how virtual call centers are using this technology and the effect it has on customer satisfaction. Learn how VoIP can help cut costs and response time in the call center. Visit the VoIP All-in-One Guide for help with selecting technology, evaluating vendors, planning for an implementation and managing and maintaining VoIP technology in the call center. Browse chapter downloads and white papers for more VoIP information and resources.
News:
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Avaya-Nortel roadmap shows no clear path to UC in the contact center
21 Jan 2010
News - Bringing unified communications into the contact center remains more an idea than a reality, and some believe that the combined Avaya-Nortel won't change that dramatically....
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Five low-cost contact center infrastructure projects recommended by Gartner
29 Oct 2009
News - Contact center budgets have been tight, but there are some low-cost infrastructure projects, according to Gartner. The key is to be prepared when money is available....
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Salesforce.com and Cisco offer fully cloud-based call center
05 Oct 2009
News - Salesforce.com is combining its on-demand call center software with on-demand IP telephony. It will allow companies to launch a call center without hardware, software or data centers....
Reference & Learning:
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The VoIP call center technology quiz
29 Apr 2009
Quiz - Test your knowledge of VoIP concepts, the VoIP call center market, VoIP benefits and VoIP call center software with our VoIP call center technology quiz....
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SIP in the call center: Top 10 buzzwords
03 Nov 2008
Top Buzzwords - In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP in the...
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Understanding the virtual call center trend: Quiz
30 Sep 2008
Quiz - Organizations across all industries are deploying virtual call centers in an effort to cut costs and improve the customer experience. Now, advances in Voice over Internet Protocol (VoIP) technology and on-demand call center applications have made it even...
Expert Technical Advice:
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Remote call center agents can offer cost savings and other benefits
04 Aug 2006
Ask the Expert - Learn call center strategy from Donna Fluss in this expert tip, including the benefits of remote agents for the call center....
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Is a hosted contact center a viable option for companies of all sizes?
13 Jul 2006
Ask the Expert - Debating about hosted call centers? Learn three basic hosting solutions for hosting call centers in this expert tip....
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ROI Insider Tip: VoIP helps company trim costs, response time
24 May 2006
Tip - Byram Healthcare needed an efficient system to deal with thousands of customer support phone inquires. The company implemented a VoIP call center system that has helped it cut costs and more effectively respond to customers' needs....
VIEW ALL Expert Technical Advice ON Call center VoIP software
Definitions:
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off-peak
23 Jul 2007
Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)...
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outbound call
23 Jul 2007
Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)...
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outbound call center
23 Jul 2007
Word - An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)...
Downloads:
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Evaluating VoIP for your call center
04 May 2009
Podcasts - Get help evaluating VoIP for your call center in this expert podcast. Find out about VoIP benefits and drawbacks, building a VoIP business case and using VoIP to connect remote call center agents....
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