Call Processing Software, Hardware, Services and Research Papers

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Contact Centers for Dummies by Avaya Inc.

November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.

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Case Study: Children’s Memorial Hospital by ABS Associates, Inc.

July 2008 - (Free Research) In this case study Children’s Memorial Hospital engaged ABS to provide a variety of consulting services. Learn how ABS optimized the hospital’s help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.

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Call Center Management: Planning, Scheduling, Historical and Real Time Statistics by DeskFlex

August 2008 - (Free Research) This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.

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Lumber Company Cuts Customer Delays down to Size by Cisco Systems, Inc.

February 2008 - (Free Research) In this case study, Mountain Lumber Company streamlined their customer and employee communications with a Cisco Unified Communications system. They have also eliminated the need for a separate intercom system. Read this study to learn more.

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Intelligent Call Handling - Optio Improves Customer Responsiveness by Cisco Systems, Inc.

February 2008 - (Free Research) Optio Software depends on Cisco Unified Communications to deliver more responsive customer service and better manage worldwide operations.

(WEBCAST)

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