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Enterprise Saves Over $1 Million on Sophisticated Call Routing to Nine Locations
In less than six months, RxAmerica was able to respond to unprecedented call volume—primarily from seniors seeking information on the US Medicare prescription

call routing  $1 Million on Sophisticated Call Routing to Nine Locations In less than six months, RxAmerica was able to respond to unprecedented call volume—primarily from seniors seeking information on the US Medicare prescription drug program—by increasing their service representative population by more than 500 percent, and by opening 6 new call centers. The cornerstone of their solution: a hosted call routing platform. Read More

Help Desk for the Health Care Industry
Help Desk is an application for assisting and managing calls for support from computer users. It also includes computer and software inventory tracking along with technical support knowledge bas...
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Documents related to » call routing


Premise PBX Buyer’s Guide
If you’re considering upgrading your traditional phone system to a premise-based private branch exchange (PBX) system, there are a few things you need to know

call routing  software such as Outlook, call routing features, and IVR (interactive voice response) features, all of which used to be extremely hard to set up and prohibitively expensive for small businesses. Premise-based PBX systems may be more complex to install and maintain than hosted VoIP services, but they are still far simpler and simultaneously more powerful than previous incarnations of PBX systems. In fact, the new breed of premise-based PBXes hold their own very well in the market against the hosted service Read More
Help Is on the Line for Call Center Challenges
Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover.Multi

call routing  no longer optional for call centers, as customers are used to having many options for interacting, ranging from phone and text to e-mail and social media. However, maintaining the quality of interactions across channels and reducing queuing and routing times have always been on the list of challenges for most call centers. Employee turnover can also be burdensome on call center operations. Most call centers attempt to match candidates’ skills to available customer-facing positions such that they can Read More
Emerging Services for Wireless Carrier Networks--Design Abstract
The transition to IP A wireless carrier s national or regional next generation core network will be an all-IP network in the sense that IP will be the network

call routing  of handling more than call control signaling. New features built into the SS7 protocols have allowed other capabilities such as subscriber authentication, text messaging and number portability. SS7oIP provides a mechanism by which operators can migrate SS7 traffic off of costly TDM links to their exisiting WAN backbones. The core network must provide the required architecture, QoS support and provisioning methodologies necessary to enable a SIGTRAN-based IP transport of SS7 traffic. SS7 over IP will great Read More
Call Center Buyer’s Guide
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact center solution, your company can

call routing  solutions with features including call scripting, predictive dialing, multimedia recording, multi- site routing and real-time monitoring. In this Buyer's Guide, you will find details on what to look for, how to buy, what you can expect to pay and how to derive the most value from your contact center technology investment. Call Center Overview In today's highly competitive marketplace, maintaining a loyal customer base can mean the dif erence between success and failure. That's a mighty tall order Read More
CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture
To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be used. A point-based system, self

call routing  Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture Featured Author - Glen S. Petersen - October 22, 2004 Review In the previous article of this series (see Searching And Establishing The Business Parameters Of CRM ) it was established that customer relationship management (CRM) is an industry where the technology has outpaced the sophistication of the Read More
Call Pro CRM


call routing  Pro CRM Read More
Rethinking Customer Service: The Call Center as Corporate Information Hub
At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with

call routing  Customer Service: The Call Center as Corporate Information Hub At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with customers. This e-book looks at how the call center can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and shifts that must take place within companies if they are to be vital and nimble in the 21st Read More
Reconciliation: A Basis for Interconnect Settlements
When telecom operators interconect to send or receive different types of traffic, call detail records (CDRs) are generated at both ends. These CDRs need to be

call routing  different types of traffic, call detail records (CDRs) are generated at both ends. These CDRs need to be reconciled periodically to find errors, if any. While there are industry standards for resolving these errors, comprehensive reconciliation solutions do exist that focus on the issue from a billing perspective. Read More
Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

call routing  Essential functionality in these call centers includes: Integrated routing of inbound contacts Monitoring staff utilization Knowledge management Case management to handle a relatively involved set of interactions Billing services when appropriate The emerging top agenda items for development of integrated virtual call centers are consolidation of call center management and process integration. These allow companies to manage distributed talent more cost-effectively and ensure that service processes are Read More
Business VoIP Buyer’s Guide
Voice over internet protocol (VoIP) is a business phone system that allows you to make phone calls using a broadband Internet connection. Once you install VoIP,

call routing  VoIP, your employees can call anywhere, whether the receiver has VoIP or not. VoIP can be a cheaper alternative to a traditional phone system, as well as offering additional features. Discover the features of VoIP, and learn how to go about purchasing a VoIP system. Read More
Direct 500, LLC
Direct 500In today's world of highly competitive distribution sales, businesses are looking for ways to improve their call center, estore and catalog sales

call routing  ways to improve their call center, estore and catalog sales channels. Direct 500 is designed for organizations with multiple selling channels. Businesses often implement multiple software solutions to meet these many different business requirements. For Example, sales order entry and inventory management, a hosted eCommerce site that is not connected to their ERP software, spreadsheets to track marketing campaigns and many manual processes to overcome the shortcomings of a non-integrated solution. Direct Read More
Maximizing the Savings of Call-center Multisourcing While Protecting Service Levels
Are you moving to call-center multisourcing to save money? Did you know that many multisourced agents use varied and unreliable systems? This leads to

call routing  your customers. Are all call centers like this? No. Call centers using a common hosted platform share tools and unify agent management, resulting in answered calls and positive customer experiences Read More
Reconciliation: A Basis for Interconnect Settlements
When telecom operators interconect to send or receive different types of traffic, call detail records (CDRs) are generated at both ends. These CDRs need to be

call routing  different types of traffic, call detail records (CDRs) are generated at both ends. These CDRs need to be reconciled periodically to find errors, if any. While there are industry standards for resolving these errors, comprehensive reconciliation solutions do exist that focus on the issue from a billing perspective. Read More
How to Save $20,500 on Call Center Software
Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers

call routing  to Save $20,500 on Call Center Software Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. Read More

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