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NICE Systems Case Study: Sento Corporation
White Papers Sento Corporation specializes in Right Channeling, a proven methodology designed to optimize customer contact channels to enhance brand loyalty, improve customer satisfaction, drive business initiatives and reduce service costs.
[July 12, 2006, 0:00]
MySAP CRM Edition 2004
White Papers mySAP Customer Relationship Management (mySAP CRM) puts companies in a position to offer customers the greatest possible benefit and to achieve profitable growth.mySAP CRM offers industry-specific solution suites for all departments with customer...
[February 7, 2005, 23:00]
Consolidated Enterprise Reporting For Disparate Systems And Cross-Functional Contact Centers
White Papers The cross-functional reporting can be from multiple customer contact channels with technology that is usually disparate and/or from stand-alone systems. For the purpose of this white paper, enterprise and consolidated reporting in the contact...
[March 24, 2008, 23:00]
Oracle Case Study: Ticket Servicos
White Papers The company implemented Oracle Interaction Center to integrate all of Ticket's customer contact channels - achieving a synchronized, comprehensive view of customers, improving customer service, and supporting cross-selling and up-selling initiatives.
[December 5, 2006, 23:00]
A Contact Center Solution From Avaya Keeps Power Customers In Touch, In Spite Of Hurricane Katrina
White Papers They also wanted to provide more-detailed contact center performance reporting and prepare to supplement voice with e-mail, Web and chat channels for customer contact, while integrating IP telephony with legacy systems.
[April 18, 2007, 0:00]
Dataforce Benefits From Avaya Contact Centre Solution: Outstanding Processes, Outstanding Platform
White Papers In order to capitalize on market demand for outsourced CRM solutions, the company required a technology platform capable of allowing customer contact across all channels, including telephone, e-mail, fax and Web chat.
[September 5, 2006, 0:00]
Presence CRM Optimizer Internet Environment
White Papers The Internet module allows a Contact Center to widen the channels of communication with its customers over the Internet by offering them chat, web, call-back and web collaboration services. It is an extension of the Presence CRM Optimizer and is...
[January 18, 2007, 23:00]
Unisys Case Study: Westernbank
White Papers They chose Unisys Customer Contact Solutions because of their ability to support Westernbank's customer-centric culture, support multiple channels, and flexibly adapt to change. Unisys Transaction Manager is the engine for delivering secure...
[June 2, 2007, 0:00]
Avaya Case Study: Vipnet D.O.O.
White Papers As a solution Vipnet chose an Avaya Contact Center Solution based on the Avaya Interaction Centre application for maximum customer segmentation capability, multimedia contact channels within the contact centre, IR pre-selection, and reporting...
[May 8, 2007, 0:00]
CRM In An Era Of Consolidation
White Papers The solution offers an integrated suite of components to permit access to common customer information across multiple channels, providing a single view of the customer - wherever he or she touches the bank.
[June 2, 2007, 0:00]
Presence CRM Optimizer Mail Server
White Papers The mail module enables a Contact Center to widen communications channels with its customers over the Internet by offering mail services. As part of the Presence suite of solutions for Contact Centres, it is an extension of the Presence CRM...
[January 18, 2007, 23:00]
Financial Services Institutions - Maximize The Effectiveness Of Your Web Channels
White Papers The insights gained from Web analysis can be applied across all contact channels. The ASP model is ideal for an industry that needs a fast track to maximum customer acquisition, retention, and ROI. The SAS IntelliVisor for Financial Services...
[October 13, 2005, 0:00]
The IP Contact Center: Three Ways To Transform The Customer Experience
White Papers Multimedia capabilities let customers do business through the channels they prefer and receive the same quality of service they expect with a voice call Contact center managers are recognizing that IP is more than just a cost and management play.
[May 16, 2007, 0:00]
Fastest Growing Online Relationship Service Trusts EGain For Scalable Multichannel Customer Service To Millions Of Members
White Papers The company wanted to provide highly effective, efficient and timely service through these channels so that the need for phone-based service was minimal.eHarmony engaged eGain's professional services team to fine-tune its contact center knowledge...
[July 11, 2006, 0:00]
Telephony@Work CallCenterAnywhere: Web-Enabled Contact Center
White Papers This white paper describes how Telephony@Work CallCenterAnywhere allows one to deliver exceptional personalized customer service through a variety of communication channels, helping you build customer loyalty, repeat business, and higher...
[November 6, 2007, 23:00]
Bell Canada Signs Seven-Year, Contract With Large Canadian Financial Institution For A Fully Outsourced Internet Protocol-Based Contact Centre Solution
White Papers To provide the integration of multiple channels providing customers with an improved and consistent call experience, and to provide location flexibility and extendibility by leveraging the existing IP network infrastructure allowing agents' the...
[June 2, 2006, 0:00]
Companies 'ignore Email Complaints'
News In keeping with the theme, Shiffman noted that companies were not treating new and old channels of complaint, such as phone lines, equally. Shiffman said companies need to take more time to ensure they're offering consumers consistent level of...
[May 6, 2004, 10:15]
Europe Turns Nose Up At Mobile Banking
News However, it's not enough just to offer services online — customers require a quality service from all channels. In a statement, Fujitsu Services strategy director of European financial services, Andy Stewart, said there was a strong desire among...
[November 12, 2007, 14:19]
Colt's Mobile Plans Still Unclear
News The channels will be headed by small systems integrators and data distributors, including recently signed Rocom. The managing director was keen to point out that India-based staff would not have first-line contact with customers, who would, in the...
[March 2, 2007, 9:44]
Customer Care - Talk Is Good
News Additionally, she expects to see more businesses direct customers toward Internet-based interaction channels to lower service costs and maximise sales opportunities. This most recent iteration of the traditional telephone-based call centre brings...
[July 30, 2002, 13:41]
