Call center VoIP software

• 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.

• Contact centers turn to unified communications with IP technology 09 Jul 2009

  Article - Eastman Chemical, a longtime SAP customer, turned to its enterprise application provider to build out its unified communications technology in the contact center.

• Extending the call center through unified communications demands a comprehensive strategy 24 Feb 2009

  Article - Unified communications bring a wealth of advantages to the call center but also tremendous challenges in managing agents and the organization as a whole.

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• Who is ultimately responsible for call center quality assurance?

  Ask the Expert - Read Donna Fluss's advice on call center quality assurance, including how to implement a quality monitoring program and who should run it.

• Calculating ROI for VoIP in the call center

  Ask the Expert - Learn how to calculate ROI for VoIP in the call center in this expert tip from CRM ROI expert Tom Pisello.

• Remote call center agents can offer cost savings and other benefits

  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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• The VoIP call center technology quiz

  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.

• SIP in the call center: Top 10 buzzwords

  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...

• Understanding the virtual call center trend: Quiz

  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...

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• SIP Trunks: A No-Brainer for VoIP Rollouts Published by: Sprint | 13 Nov 2009

  eGuide - Session Initiation Protocol (SIP) trunking services from IP telephony service providers have been on the market since 2005, but deployments have been limited. Read this Pocket E-Guide to find out why network managers should be looking at SIP as a part of their VoIP deployment plans.

• Business IP Telephony Cost Savings are Driving Unified Communications Beyond the Office Walls Published by: Sprint | 13 Nov 2009

  eGuide - Mobile unified communications can take many forms, but it is essentially defined by the ability to deliver all the communication options of the office desk to workers outside the office. This pocket E-Guide details how to alleviate cost pain points of communications by implementing various aspects of mobile and unified communications.

• An Emerging Triple Play: Video Communications, Managed Services and Unified Communications Published by: TANDBERG | 12 Nov 2009

  White Paper - An intriguing triple-play is emerging - the combination of video communications, managed services and unified communications - to create a new approach to inter- and intra-company collaboration and operational excellence.

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• Evaluating VoIP for your call center

  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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• 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)

• 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)

• 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)

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