Call center VoIP software
- May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
- April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
- July 20, 2010
With a new midmarket contact center suite, an upgrade to its analytics and its entrance into WFO, Avaya is following through on its Nortel promises.
- May 27, 2010
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure.
- January 21, 2010
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.
- October 29, 2009
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.
- October 05, 2009
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.
- July 09, 2009
Eastman Chemical, a longtime SAP customer, turned to its enterprise application provider to build out its unified communications technology in the contact center.
- May 04, 2009
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.
- February 24, 2009
Unified communications bring a wealth of advantages to the call center but also tremendous challenges in managing agents and the organization as a whole.
- November 17, 2008
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 ...
- August 05, 2008
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.
- April 10, 2008
The need for customization and a rapidly expanding at-home agent network led one infomercial company to select an IP-based call center system.
- September 04, 2007
Application vendors are moving into contact center infrastructure. While tight integration between applications and infrastructure holds promise, it remains separate, Gartner says.
- September 04, 2007
This report offers a look at the VoIP call center landscape today and the considerations involved in measuring the ROI of VoIP call centers.