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Net offers lifeline amid tragedy
News Unable to connect via wireless and landline phones, many New Yorkers posted messages on Web sites, signed on to instant chat services and used email to contact loved ones. and America Online experienced increased demand as people sought to contact...
[September 12, 2001, 10:58]
NASA site collects Columbia pictures
News As part of our investigation, we want everybody who has taken pictures or video to contact us. But NASA is still asking people who submit footage or images to include their names so the agency can contact contributors for more information or to...
[February 4, 2003, 8:09]
World Facts Maps
Downloads The table below shows a summary of features for both maps.FeatureWorldfactsWorldfacts(large)GeographyLocation++Map references++Areatotallandwater++Area comparative++Land boundariestotalborder countries++Coastline++Climate++Terrain++Elevation...
[February 19, 2007, 7:00]
Software Vendor Boosts Productivity for Contact Centers With Unified Communications
White Papers Independent Software Vendor (ISV) ComputerTalk integrated its contact-center software with Microsoft Office Communications Server 2007 R2. With this solution, the ISV's clients gain presence awareness for their agents, as well as new IM and video...
[May 30, 2009, 1:19]
Focus Research Comparison Guide: Enterprise PBX
White Papers For many businesses the contact center is where your customers will connect and interact most frequently with your company. This FREE Buyer's Guide walks you through the major vendors of VoIP-enabled contact centers and includes topics such as:
[July 22, 2009, 14:28]
Insight From Interactions for Business Insight
White Papers Analytics in the Contact Center has received a lot of attention, but how are companies actually using it to improve their business? Through this webcast the viewer will learn how today's businesses are using analytics to make a positive impact on...
[July 20, 2006, 0:00]
Innoveer Solutions Case Study: Concerto Software
White Papers Concerto Software is a leading provider of contact center solutions. With operations in 17 countries in the Americas, Europe, and Asia/Pacific, as well as thousands of users, Concerto Software's sales and support representatives faced a broad range...
[July 24, 2006, 0:00]
How Cisco Created Its Own Customer Interaction Network
White Papers This case study describes how Cisco Systems created an internal Customer Interaction Network (CIN) by using its own contact center solutions to route customer calls to outsourcers located around the world.
[March 5, 2008, 0:02]
Driving Model Agent Behaviors with Avaya IQ CCR
White Papers Your contact center is the front door to your business. Do you know how you are treating individuals as they come in the door? You can't afford not to, because the best and worst customer experiences can have a dramatic impact on your top and...
[May 5, 2008, 10:18]
Gauging the ROI Case for Consolidated Communications Center Technologies
White Papers The hospital communications center (sometimes known as the "Call center" or "Contact center") is one of the last underexplored frontiers of healthcare information technology. Consider that for a moment: One of the last arenas in which hospitals...
[March 7, 2009, 0:25]
The Guru, Episode 1: What's Beyond Right Now...
White Papers Four more contact center agents? A new switch? Another new server? The challenges facing a growing business seem unlimited. But if you spend all your time and money responding to what you need "right now," how will you figure out what your business...
[September 26, 2006, 0:00]
Best Practices for Home Agents
White Papers A home agent is a contact center agent who works solely from home. The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business - those are more general topics than that of...
[August 7, 2009, 1:20]
Best Practice # 2: Creating the Moment of Truth - Next Steps
White Papers The hardest job for your contact center software is figuring out how to treat each customer optimally every time they contact your business. This webcast helps one learn how to balance all these needs simultaneously, and provide the best outcome...
[July 9, 2009, 3:14]
Skill-Based Routing and Multi-Skill Scheduling
White Papers Skills Based Routing (SBR) and multiskill scheduling can make even the most seasoned contact center professional cringe. There have been many instances where SBR and multiskill scheduling has been perceived as 'Too complicated,' 'Hard to manage...
[July 20, 2006, 0:00]
Wireless Phone Service Provider Monitors System With Avaya and IQ Services
White Papers Located in Minneapolis, Minnesota, Interactive Quality (IQ) Services, Inc.is a leader in load testing and availability monitoring for contact center and e-commerce business solutions. The company wanted to proactively monitor their wireless service...
[May 8, 2007, 1:00]
Health Insurance Service
White Papers The industry-specific application transforms an organization's contact center and service portals into a cost-effective solution that supports multiple channels of interaction, including face-to-face, call center, email, interactive voice response...
[June 24, 2009, 11:59]
High-Tech Solution Helps Avaya Teams Answer Technical Questions on Behalf of Customers
White Papers Avaya met its goals, using its own contact center solution. The company finds its technical talent all across the U.S.and they work from wherever they are. Agents handle more calls faster. Costs per call are down and revenues per agent have almost...
[April 12, 2007, 1:00]
Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?
White Papers In this document, you will discover the results of the largest-ever survey of enterprise and contact center employees. Their workflows reveal the silent but staggering costs of fragmented communications.
[January 19, 2009, 11:17]
Avaya Case Study: Mas Cerca Call Center
White Papers The company had an existing Nortel solution to support its 80-agent contact center in Santiago. Mas Cerca Call Center, a successful South American company with more than 20 years experience in the outsourcing and telemarketing service market serves...
[June 11, 2008, 1:01]
NICE Systems Case Study: TravelCLICK
White Papers Due to the company's diverse client base, its Calgary, Canada-based contact center handles hundreds of different types of calls each and every day. TravelCLICK's call center provides reservation sales and customer service resources to the hotel...
[July 12, 2006, 0:00]
