It is clear that Netcool/WSM is not able to measure the true 'end-user' experience because the monitoring agent does not reside on the user's device. Given the erratic nature of most wireless connections and the flakiness of WAP in general, it is...
The use of least cost routing (including basic IVR, web FAQs) is only suitable for those prospects and customers where you do not have any realistic expectation of an ongoing, profitable relationship.
Some practices even border on the unethical, such as having a directory enquiries agent matter of factly offer to make a connection for you without warning that the call will be excluded from your free minutes and charged at a premium rate.
But after demonstrating TalkNow's instant person-to-person chat functionality, his lieutenants promptly demoed the ability to convert group messages into a regular conference call or send voice messages to a pre-assigned or on-the-fly group.
Slow progress of IP has been blamed on problems such as poor voice quality, an inability to scale up beyond more than 100 agent positions as well as limited routing and queuing features. While ease of deployment and network cost savings make for a...
Affiniti, which is part of Kingston Communications and will work with Cisco to build the call centres, is installing an "intelligent call routing system", which means enquiries can be distributed to different agents on different sites, depending...
Did you find this white paper useful? 
White Paper RSS
Download
Register
