TODAY'S TOP STORIES:
CALL CENTERS
Avaya Inc. has unveiled five new IP-based contact center applications as part of its Customer Interaction Suite, designed to enhance customer relationship operations through a virtual IP contact center.
An IP-enabled contact center gives your agents access to all telephone, e-mail, fax and Web customer communications. We discuss the potential benefits to your business and examine ways to get management buy-in for an upgrade.
This unique device lets you use an ordinary landline phone for making Skype VoIP calls over the Internet.
In a move to expand its on-demand software offerings, Oracle on Tuesday said it plans to acquire Telephony@Work, a La Jolla, Calif.-based maker of call center infrastructure software.
More and more executives and managers are realizing how important it is to arm call center agents with the proper skills and tools. Some of these solutions, such as the Symon Enterprise Server, focus on organizing information and helping agents manage and maneuver through the vast knowledge of your company.
Of the eight products we examined, our Editor's Choice provided our fictional thermal-management company a comprehensive mix of features as well as integration with legacy systems--all for a price that doesn't freeze out upgrades.
Managed Services Solution for Contact Centers is designed to help service providers grow revenue; help businesses cut costs.
Hewlett-Packard has started to turn over to the channel previously direct accounts that were buying through its call center in Colorado Springs, Colo.
Sky-Click can create Skype-based call centers that can reduce the costs call center operations. Is it right for your business? We take a close look.
Outsourcing may be one of the hottest trends in technology, but Sprint Nextel Corp. is so unhappy about one outsourcing contract that the company is suing.
Empirix Inc. has released a new version of its Hammer CallMaster contact center and computer-telephony integration (CTI) testing and monitoring application designed to validate voice and data integrity to an agent's desktop
Seventy-nine percent of companies surveyed by IBM reported marketing and promoting products without clearly understanding consumer expectations.
Partnership will deliver applications and services including IP telephony and unified communications.
Companies team up to deliver converged voice and data communications solutions.
It's easy to think about the ways things might go wrong. What you have to do is figure out exactly what's likely to hurt you, and spend the money needed to protect against that. Sound like the insurance business? It should.
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