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Abstract:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Until recently, customer interaction technologies were often considered too complex and costly for all
but the largest businesses to justify. But today that pict (...)
Excerpt related to
intelligent contact center:
Building the Small Contact Center.Solutions and Other Documents to Characterize Your Purchase, In Relation To Building the
Small Contact Center. Un...
Published:
2010-03-11
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Abstract:
Industry observations indicate that few enterprises have been successful in implementing seamless networks to provide consistently
updated customer information across multiple channels of access, including data stored and used within and outside contact
center applications. There are several reasons for (...)
Excerpt related to
intelligent contact center:
... consistently updated customer information across multiple channels of access, including data stored and
used within and outside contact center applications. ...
Published:
2010-03-11
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
intelligent contact center:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
Whether you’re a manufacturer, vendor, or customer service company, the increasing pressure to make sales and decrease service
costs affects you. The key to its success is to look at your customer experiences as repeatable life cycles. Instead of viewing
sales and service as independent challenges—so (...)
Excerpt related to
intelligent contact center:
The Intelligent Customer Experience Life Cycle. ... Download <strong>The Intelligent
Customer Experience Life Cycle</strong>. Comments: ...
Published:
2010-03-11
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Abstract:
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, is the Lexicon of CRM. (...)
Excerpt related to
intelligent contact center:
CRM itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and mea...
Published:
2001-10-12
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Abstract:
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, is the Lexicon of CRM. (...)
Excerpt related to
intelligent contact center:
CRM itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and mea...
Published:
2001-10-12
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Abstract:
Back in 1999, when Nortel was on a buying spree and reeling in record profits, it plunked down US$2.1 billion dollars for
Clarify Inc., a leader in the CRM space that was bringing in $250 million in revenues annually. Now, in July of 2001, with
Nortel expecting losses in the order of US$19.2 billion, Cl (...)
Excerpt related to
intelligent contact center:
Back in 1999, when Nortel was on a buying spree and reeling in record profits, it plunked down US$2.1 billion dollars for
Clarify Inc., a leader i...
Published:
2001-07-26
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Excerpt related to
intelligent contact center:
... workforce forecasting and planning, optimized service scheduling, intelligent problem
resolution ... parts of this series) by adding a contact center shift-planning
...
Published:
2011-01-10
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Excerpt related to
intelligent contact center:
... much more sophistication as it must support customer contact centers with ...
Features such as intelligent task routing through multiple channels, communication ...
Published:
2010-05-20
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Abstract:
Expert solutions for business intelligence (BI): 5 things to watch for in 2010.Find the software information you're looking
for. Business intelligence (BI) efforts can only result in a truly intelligent, agile business if they are driven by business
goals—comprehensively deployed and adopted; and manage (...)
Excerpt related to
intelligent contact center:
... leverage BI to turn their organization into truly intelligent, agile and ...
potential solutions for CRM, SFA, help-desk management, contact-center management and ...
Published:
2010-03-11
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Excerpt related to
intelligent contact center:
... multiple sub-processes spanning multiple applications) and to monitor that composite process via a consolidated
dashboard with intelligent event correlation ...
Published:
2010-06-10
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Abstract:
Customer Process Management: The Real-time Enterprise Depends On the Merging of CRM and BPM. Templates and Other Software
Program to Use In Your System Merging of CRM and BPM. Customer-facing processes are challenging to manage because they are
always changing. Conventional workflow automation and stand-a (...)
Excerpt related to
intelligent contact center:
Customer Process Management: The Real-time Enterprise Depends On the Merging of CRM and BPM. Templates and Other Software
Program to Use In Your Sy...
Published:
2010-03-11
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Abstract:
CRM software analysis: Read this comprehensive analysis and summary of Consona Enterprise CRM to learn what lies ahead for
this flagship CRM product. Enterprise resource planning (ERP) and customer relationship management (CRM) vendor Consona is
determined to establish a CRM “kingdom” based on Consona (...)
Excerpt related to
intelligent contact center:
CRM software analysis: Read this comprehensive analysis and summary of Consona Enterprise CRM to learn what lies ahead for
this flagship CRM produc...
Published:
2010-02-05
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Abstract:
10 Principles for Knowledge Management Success. Search for Software and Other Documents for Your Project and Knowledge Management
Success. Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative.
KM is not a technology or set of methodologies, but (...)
Excerpt related to
intelligent contact center:
10 Principles for Knowledge Management Success. Search for Software and Other Documents for Your Project and Knowledge Management
Success. Knowledg...
Published:
2010-03-11
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Abstract:
Unified Communications Meets VoIP: a Marriage Made in Heaven. Find Free Blueprint and Other Solutions to Define Your Acquisition
In Relation To Unified Communications and VoIP. Internet protocol (IP) and voice over Internet protocol (VoIP) systems allow
inexpensive transport, cheap phone calls, and simple (...)
Excerpt related to
intelligent contact center:
Unified Communications Meets VoIP: a Marriage Made in Heaven. Find Free Blueprint and Other Solutions to Define Your Acquisition
In Relation To Uni...
Published:
2010-03-11
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Excerpt related to
intelligent contact center:
... issues that come with multi-vendor solutions, starting with each vendor’s decision to provide offshore
support rather than a more intimate local call center. ...
Published:
2009-05-15
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Abstract:
CRM without Compromise: a Strategy for Profitable Growth. Search for Documents and Other Solutions to Delineate Your Comparison
In Relation To a CRM without Compromise. When implementing customer relationship management (CRM), organizations often lose
sight of their customers and focus on efficiency gains (...)
Excerpt related to
intelligent contact center:
CRM without Compromise: a Strategy for Profitable Growth. Search for Documents and Other Solutions to Delineate Your Comparison
In Relation To a CR...
Published:
2010-03-11
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Abstract:
Many organizations don’t understand the effectiveness of their talent management programs relative to their competitors’.
SHL Talent Analytics is changing the way organizations think about their talent—by adding a new dimension to talent analytics.
TEC analyst Sherry Fox looks at how this system pr (...)
Excerpt related to
intelligent contact center:
Many organizations don’t understand the effectiveness of their talent management programs relative to their competitors’.
SHL Talent Analytics is ...
Published:
2012-02-08
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Abstract:
With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products
and dominate the CRM market? TEC principal analyst P.J. Jakovljevic talks with the CRM product manager on how the product’s
lesser-known facts, including new social collaboratio (...)
Excerpt related to
intelligent contact center:
With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products
and dominate the CRM...
Published:
2011-10-31
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Excerpt related to
intelligent contact center:
... customers with a single point of contact, the terms ... UNIT4’s Hybrid
Computing Center; Amazon Web Services ... It is an intelligent search,
monitor, and detection ...
Published:
2010-07-27