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How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in this DK Publishing Essential...
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Wellmark Blue Cross and Blue Shield, a health insurance provider headquartered in Des Moines, Iowa, averages 6,500 customer service calls daily with a staff of 250 Customer Service Agents (CSAs)....
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The Cisco IP Contact Center Express Edition (formerly Cisco IP ICD) product provides the functionality, ease of implementation, and price/performance that midsized contact centers demand of an advanced contact center...
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This paper examines third-party call control (3PCC) and its application to new services. The evolution of networks and services that has driven the need for 3PCC capabilities is examined along...
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Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience.
Customers and analysts...
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How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in this DK Publishing Essential...
Download
Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience.
Customers and analysts...
Download
This white paper describes the inbound-outbound Agent Blending feature of Outbound Contact Management (Outbound Contact) in Avaya Interaction Center. Agent Blending is not about mixing the work as much as...
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This white paper describes the success of the new engineers and tools in working with a $29B global insurance firm to demonstrate full interoperability between Avaya’s Interaction Center (IC) 6.0,...
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The new Avaya Contact Center Reporting system provides a single reporting solution for contact center intelligence. Companies who use Avaya contact centers have long depended upon Call Management System (CMS)...
BT is already evaluating super-high-speed broadband technologies at its Ipswich research labs in a bid to kick-start the next generation of high-bandwidth data communications. Despite the fact BT's slow roll-out of first-generation broadband...
Network security giant Checkpoint Software Technologies is shipping its Next Generation software package. The company's Next Generation software goes a step further than firewalling and is designed to simplify the installation and management of...
Nine consumer electronics giants, including Philips, Samsung, Sharp and Sony, have agreed upon standardisation for the next generation of DVD players. The new generation of 'blue-laser' DVDs are designed to store even greater amounts of data than...
AOL will focus on Web advertising and promotional areas, while Microsoft will develop what it calls "the next generation of interactive advertising". Food to chemicals giant Unilever has signed up Microsoft and AOL to oversee its online marketing...
Jaguar will also feature Sherlock 3, the next generation of the company's search tool, as well as Quicktime 6 and an updated Address Book. Apple CEO Steve Jobs outlined the major features in the next release of the company's OS X operating system...
The next generation of applications also includes new customer analytic applications with a library of out-of-the-box analyses that deal with sales, marketing and service. Siebel said its eBusiness 2000.3 supports fully automated, multi-stage and...
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