Call center VoIP software

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.

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

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.

Column - Session Initiation Protocol (SIP) is being used effectively in some call centers, but if your call center is using products from multiple vendors, you may not be able to take advantage of the benefits. Get tip for understanding SIP from call center...

Article - Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.

Article - The need for customization and a rapidly expanding at-home agent network led one infomercial company to select an IP-based call center system.

Article - Application vendors are moving into contact center infrastructure. While tight integration between applications and infrastructure holds promise, it remains separate, Gartner says.

Article - This report offers a look at the VoIP call center landscape today and the considerations involved in measuring the ROI of VoIP call centers.

Article - Organizations are driving down customer service costs by distributing agent workload across multiple locations, and VoIP is a key enabler, research shows.

Article - Oracle has built an Oracle-based back end to the hosted call center application it acquired in Telephony@Work as the competition for virtual contact centers increases.