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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


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
Bolstering the Call Center with Service Resolution Management Processes
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches

call routing  great job at automating call routing and case management, Web sites have become ever glossier and animated, and CRM systems do a decent job of handling customer contacts (and possibly preferences) and product information, something is still missing to enable cohesive customer service. The plethora of new self-service technologies, such as natural language search engines, knowledge bases, guided navigation, user forums, collaboration, personalization, multichannel (e-mail, instant messenger [IM], integrate 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 consider 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 per Read More
UCN inContact Selected as the First Hosted System to Support a Statewide 2-1-1 Intelligent Call Handling Platform
Washington Information Network 2-1-1 (WIN 211), was the non-profit organization tasked with implementing an integrated call center solution in the State of

call routing  a Statewide 2-1-1 Intelligent Call Handling Platform Washington Information Network 2-1-1 (WIN 211), was the non-profit organization tasked with implementing an integrated call center solution in the State of Washington (US). WIN 211’s challenge was to define system requirements, and select a vendor that could interconnect eight call centers into a single, cohesive information service system. For a solution, it turned to UCN inContact. 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
Using CRM to Boost Call Center Performance
Call centers are the focal point of customer experience and can create a valuable competitive advantage. Providing call center staff and their managers with the

call routing  CRM to Boost Call Center Performance Call centers are the focal point of customer experience and can create a valuable competitive advantage. Providing call center staff and their managers with the right customer relationship management (CRM) tools for interdepartmental coordination, real-time pipeline visibility, a centralized database, and actionable intelligence improves overall performance and accountability. This white paper aims to enable CRM strategy. Read More
HP: Why Not Just Call It “e-Vectra.com”?
HP succumbing to the trend for simple, sealed case PC’s, will release the e-Vectra in April. E-look before you e-leap.

call routing  Why Not Just Call It “e-Vectra.com”? Event Summary [PCWeek - 22 February 2000] Hewlett-Packard Co. [NYSE:HWP] today joined the industry movement toward low-cost, legacy-free desktop PC systems by unveiling its e-Vectra corporate desktop line, the company's first e-PC product designed for the workplace. The dictionary-sized computer tower features a new look and weighs just under 8 pounds, making it about 75 percent smaller than traditional commercial desktop PCs, according to HP officials in Read More
Enterprise Phone Systems Buyer’s Guide
Implementing or upgrading an enterprise phone system is a strategic investment for any large enterprise. To reach an informed decision, you should understand

call routing  additional features such as: Call routing management features such as call hunt and seamless call transfers to mobile phones (sometimes known as call flip ) Contact center features such as automatic call distribution (ACD) , interactive voice response (IVR) , computer-telephony integration (CTI) and outbound dialing Mobility features such as find me/follow me and remote extensions System administration features such as operator console and real-time monitoring Multisite management Unified messaging (and Read More
Six Essential Considerations When Choosing a Field Service Software Solution
There are numerous CRM, call center, help desk and ERP solutions available that can help companies control and manage their call center and customer support

call routing  There are numerous CRM, call center, help desk and ERP solutions available that can help companies control and manage their call center and customer support activities more effectively. However, field service requirements are much more complex and diverse than call center and customer support functions. Therefore, it is essential that companies considering software for field service evaluate, select, and deploy software designed specifically for field service. If you're in the process of evaluating field 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
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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