The ABC of Call Center

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "The ABC of Call Center"

Transcription

1 The ABC of Call Center An introduction to Call Center by ZRG research division Table of contents A. All about call center B. How to setup a Call Center? C. How can ZRG help?

2 A. All about call center Customer centric organizations must deliver excellent customer service to sell products, attract and retain accounts, and establish long-term customer loyalty. In today's highly competitive environment, contact center solutions provide the difference these companies need to make in order to reach their revenue and profitability goals. This white paper explains the basic concepts of a call center, how to setup a call center and how an experienced solution provider can help you in achieving your call center objectives. 1. What is a call center? A centralized location where customers can call for information or complaints Customers can receive general information about company, products and services Subscribers can get account specific information Customers can lodge complaints or inquire status of previous complaints The Call Center Agents are responsible for answering calls and providing information and services to the customers. The call center supervisor provides assistance to the agents in delivering services, evaluating and improving quality and performance. 2. Who needs a Call Center? A call center is required by any business that provides information, services and customer interaction over the phone. However, business functions listed below are the areas where a call center provides the most benefits: Help Desk, Information Desk Complaint Registration Services Customer Services and Support Booking Centers Ordering Services Sales, Trading and Support Services 3. Roles of a call center Call centers are gaining importance as a channel to deliver prompt support in a company. A call center can play critical roles to support and augment various functions of a business. Product Support Support for the products sold, maintain customer relations and loyalty Marketing Campaigns Augment promotional campaigns, support product launch Information Delivery Provide announcements, messages and notification delivery 4. Benefits of a call center The need to maintain customer loyalty amid increased competition has heightened the focus on call centers for the services industry. A call center improves the efficiency and productivity of customer services and support staff. It reduces cost per transaction and saves time by speeding up the operational flow of services. Call center supports new products and promotions and enables your call handling staff to provide a delightful experience to the caller. A properly equipped call center can provide valuable insight on the customer interaction and satisfaction level. A call center provides two types of benefits, i.e. for the business that is setting it up and for the customers who will be using it. The following text describers each category: Benefits for the business Improves customer satisfaction, personalized services and agent service quality Smart call routing and distribution to reduce caller wait time Reduce cost per transaction resulting in more efficient and profitable operations Identify most frequent callers, inquiries and complaints Knowing the quality of service and the service level of the customer services Measuring, monitoring and analyzing all functions of a call center Track any call, review customer interaction for conflict resolution & performance evaluation Complete documentation of call volumes, caller and agent activities Know your good agents and the agents that require improvement and training Comprehensive reporting on agent performance, call center performance etc. Sales support Provide information and answers, set appointments for the sales force Help Desk Register complaints and forward for processing, resolve issue, loop close

3 Benefits for the Customer A one-window facility for receiving information and services Improved response time and quality of service by the service representative Personalized services for a delightful experience Document each call interaction for future reference, analysis, evaluation and monitoring Receive latest announcement and updates 24-hour access to information B. How to setup a Call Center? Current Trends Over the years, there has been a substantial increase in the number of customer contact / call centers and consumers rely on more convenient modes of keeping track of their history. Organizations are actively considering the setup of call centers in order to provide personalized service to their customer base. Companies that already have working call centers are considering expanding in size and functionality to the growing customer needs and progressive diversity of products and services. One of the most critical factors in the success of a call center is the planning aspect. If the call center is established without proper planning and vision, then the desired results in operations, growth and customer satisfaction cannot be achieved. 2. Selection of technology solutions for your call center The range and type of services to be offered are specified such as inquiries about product and services, customer account related information and complaint registration services. In other words, what kind of information, assistance and services will be available for the customer upon calling the call center. Next, the modes of services to be offered, i.e. self-service 24 hour access via interactive voice response facility and/or live agent based call handling are specified. Finally, the connectivity/accessibility is decided. The technology components for a call center are acquired by defining and specifying the following three areas: I. Selection of services The services, nature of information and type of assistance you want to offer II. Tools and resources required at the call center The resources and tools required for operating and managing a call center include: Call Distribution and Routing Component Self-Service Interactive Voice and Response Component Call and Agent Monitoring and Supervision tools Quality Assurance tools and Call Center Reporting tools Contact Management, Complaint Tracking and Customer Relation Applications Agent PC workstations, Databases and Data Network Connectivity with Telephone network, Integration of calls with databases The goal of this white paper is to help you understand various aspects of planning a call center and to assist you in the definition of your call center specifications and requirements. 1. Key areas for consideration when setting up a call center 2. Selection of technology solutions for your call center 3. Access to your call center Please find details on each of the above item. 1. Key Areas for consideration when setting up a Call Center 3. Access to the call center How customers will reach your call center? Domestic Call Traffic: You have the option of connecting your call center with 800 type of toll free access or with a city-based UAN access. For the toll free setup, your customers from anywhere in country can call you without any call charges. All call related costs are borne by the receiving party. With UAN, as it is a city-based service as a local call, you will need to get UAN in each of the city where the coverage is desired. These individual UAN will have to be forwarded to a central A call center can be established by setting up the following three areas: Physical infrastructure (premises, facilities) Technology components (telecom servers, workstations, call services, integration) Human resources ( call handling agents / supervisors / managers ) The infrastructure and human resources aspects are similar to the setting up of other type of business functions and departments.

4 location and therefore, the call forwarding charges will be borne by you. International Call Traffic (VoIP): For the international call centers, the customers overseas dial a local number for services. This call is transported to the remote call center over the data lines using VoIP method for reduced cost call transport. Once received at the call center, this call is given to the next available service representative who picks up the call and provide information and services to the caller. C. How ZRG can help? Our Vision Our vision is to transform the technological advancements into flexible and optimal solutions in the area of business communication. Our Mission Our mission is to help our clients achieve their customer acquisition, support, retention and profit goals by providing cutting edge and innovative customer interaction and call handling solutions. Our Company ZRG is the leading Contact Center Solutions provider and consulting organization. We are highly focused in the area of Computer-Telephone Integration (CTI) and Customer Contact handling solutions. We are experts in all facets that make up successful telephone and Internet based Customer Contact Centers: program design, planning, deployment, operational processes, technology solutions and management. Our Technical Expertise Call Center & Contact Management Solutions CTI and Telecom Systems VoIP and IP Telephony Our Success Stories ZRG International is known in the market for being an innovative and dynamic organization that has introduced many first-of-its-kind solutions and techniques in this region. We are associated with the following success stories: 1st Call Center Solution Exporter of Pakistan ZRG is the first Pakistan based telecom solutions company to have exported advanced Call center solution to the international market. ZRG successfully implemented the solution at Mobitel - an Africa based cellular company and has received expansion orders since then. This event has placed Pakistan on the map of Telecom system exporting countries. Solution selected by INTEL as a case study ZRG is proud to be the first company from Pakistan to be listed on the success story web site of Intel Corporation, USA. Intel carried out a case study of ZRG call center solution implementation at Mobilink GSM - the largest cellular operator in Pakistan. Due to the advanced feature set and the innovative technology implementation, Intel Corporation listed the results of the case study on their success story web site. ZRG has the highest number of call center implementations in the region and holds an excellent reputation for the robust solutions, technical strength and project management capabilities. Our Team We have a dedicated team of professionals that possesses a demonstrated and proven capability of designing and launching advanced telecommunication systems that are custom-built from the scratch according to the specific requirements of our clients. We are staffed by specialists, whether their skills lie in telecommunications, marketing, product development or client liaison. The emphasis is on professionalism and the bringing together of disparate skills to form a unified team. Our Most Popular Solutions ZRG is known in the market for our innovative solutions that incorporate next-generation technology and deliver accuracy, reliability and high performance. Our accurate series of call processing platform offers the following solutions using a modular and scalable architecture: AccuPath - Call Distribution Server AccuLink - Intelligent CTI Server AccuLog - Conversation Recorder AccuTalk - Interactive Voice Response Server AccuCall - Outbound Dialing Manager

5 ZRG Advantages 100% success rate on all projects undertaken World-class products, excellent local support Standards based open system solutions Best price/performance ratio Mature and Scalable solutions Ongoing Research & Development Because of our previous project experience, we are able to share a wealth of knowledge with our customers in various telecom areas and related issues. The lessons we have learnt from working on previous projects translate into instant benefits and cost-saving recommendations for the clients. Some of our prestigious clients Mobilink GSM Paktel GSM Faysal Bank Bank Al Habib Bank Alfalah Soneri Bank KASB Bank Prime Bank Pakistan State Oil WorldCALL Broadband Metropolitan Bank Standard Chartered Instaphone PICIC Bank Askari Bank MasterCard SSGC Ingredients that make up ZRG A Completely Focused Approach Desire to build long term relations Total Commitment In-depth Project Experience Appreciation for hardwork and talent Wealth of knowledge Solid Track Record of Performance A Dedicated Team A Technically Oriented Leadership Consistency To learn more about our company and products, visit our site on the World Wide Web at Designed in the USA INFORMATION IN THIS DOCUMENT IS PROVIDED IN CONNECTION WITH ZRG COMPANY, AND PRODUCTS. NO LICENSE, EXPRESS OR IMPLIED, TO ANY INTELLECTUAL PROPERTY RIGHTS IS GRANTED BY THIS DOCUMENT. ZRG ASSUMES NO LIABILITY WHATSOEVER, AND ZRG DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY, RELATING TO SALE AND/OR USE OF ZRG PRODUCTS INCLUDING LIABILITY OR WARRANTIES RELATING TO FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY, OR INFRINGEMENT OF ANY PATENT, COPYRIGHT OR OTHER INTELLECTUAL PROPERTY RIGHT. INFORMATION IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT PRIOR NOTIFICATION. Other names and brands may be claimed as property of others. Copyright ZRG International (private) Limited All rights reserved.

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

The Cross-Media Contact Center

The Cross-Media Contact Center Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact

More information

White Paper Telecom. Contact Center Outsourcing: Lessons from the Enterprise

White Paper Telecom. Contact Center Outsourcing: Lessons from the Enterprise White Paper Telecom Contact Center Outsourcing: Lessons from the Enterprise White Paper Contact Center Outsourcing: Lessons from the Enterprise Executive Summary Enterprises strive for service excellence

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

COCOS HOSTING (Hosting and outsourcing on the COCOS infrastructure)

COCOS HOSTING (Hosting and outsourcing on the COCOS infrastructure) COCOS HOSTING (Hosting and outsourcing on the COCOS infrastructure) Simplifying Customer Interaction Management with the leading edge technology, best Customer Service and optimum costs. COCOS Hosting

More information

Contact Center Outsourcing: Lessons from the Enterprise. White Paper

Contact Center Outsourcing: Lessons from the Enterprise. White Paper Contact Center Outsourcing: Lessons from the Enterprise White Paper White Paper Contact Center Outsourcing: Lessons from the Enterprise Executive Summary Enterprises strive for service excellence to win

More information

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Software and hardware are only valuable because they work as a system * *Carl Shapiro, Harvard

More information

Avaya IP Office CRM Solutions

Avaya IP Office CRM Solutions Avaya IP Office CRM Solutions The All-In-One Solution for Your Business Needs Converged Voice and Data Networks Customer Relationship Management Unified Communication Supported by: Avaya Labs and Services

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Customer Interaction Solutions

Customer Interaction Solutions Customer Interaction Solutions Customer Interaction competence is at the heart of every successful organization. Today, Pro-active Customer Management Is Essential Whenever a customer interacts with your

More information

Motive Home Solutions

Motive Home Solutions Motive Home Solutions Motive Home Solutions automate and simplify the key interactions that impact the connected home experience. The connected home is no longer a futuristic concept. Research indicates

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

ivoice Networks Pte Ltd

ivoice Networks Pte Ltd ivoice Networks Pte Ltd 1 North Bridge Road, #19-04/05 High Street Centre, Singapore 179094 Phone: +65 31080707 - Fax: +65 68264115 www.ivoice.sg Company Highlights Name of Company: Registration No: SBO

More information

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business.

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business. IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine

More information

CONTACT CENTER PERFORMANCE ASSURED

CONTACT CENTER PERFORMANCE ASSURED CONTACT CENTER PERFORMANCE ASSURED DELIVER CUSTOMER EXPERIENCE WITHOUT COMPROMISE envisioninc.com HISTORY OF INNOVATION It s terrific that these products are on one platform from a single vendor it has

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

How Cisco IT Automated Employee Travel and Event Management

How Cisco IT Automated Employee Travel and Event Management How Cisco IT Automated Employee Travel and Event Management Cisco Unified Contact Center enables Cisco to control costs and provide better service for employee events and travel worldwide. Cisco IT Case

More information

TEAM WORKFLOW MANAGEMENT SYSTEM

TEAM WORKFLOW MANAGEMENT SYSTEM TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Call Center Glossary. Call Center Resources

Call Center Glossary. Call Center Resources Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.

More information

On the call today from MIND is Mrs. Monica Iancu, MIND's CEO, who will summarize our major achievements in 2013 and discuss our business.

On the call today from MIND is Mrs. Monica Iancu, MIND's CEO, who will summarize our major achievements in 2013 and discuss our business. Andrea Dray Greetings, and welcome to the MIND CTI Fourth Quarter and Full Year 2013 Earnings Conference Call. At this time, all participants are in a listenonly mode. A brief question-and-answer session

More information

Call Center Solution. From

Call Center Solution. From Call Center Solution From About Manila Voice Manila Voice is a provider of state-of-the art Hosted Business Communications Services, and comprehensive, integrated network solutions. We ensure quality,

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

VoIP in the Enterprise

VoIP in the Enterprise VoIP in the Enterprise Date: March. 2005 Author: Sonia Hanson Version: 1.1 1 1 Background Voice over IP In the late 1990s Voice over IP (VoIP) was seen as a disruptive new technology that had the potential

More information

HBFC Contact Center House Building Finance Corporation I.T. Department Head Office, Karachi. Selection Criteria and Scope of Work for HBFC Contact Center VENDOR CRITERIA: In order to acquire fully functional,

More information

IBM and Comverse BSS/OSS Solution

IBM and Comverse BSS/OSS Solution IBM Telecommunications IBM and Comverse BSS/OSS Solution Based on Comverse ONE Billing and Active Customer Management Today s consumers live an always on lifestyle, driving the need for operators to reach

More information

Secure Financial Transactions Any Time, Any Place

Secure Financial Transactions Any Time, Any Place Secure Financial Transactions Any Time, Any Place Euronet Software Solutions Gold-Net Global Payment Solution Become a Processor Providing Authorization, Clearing, Settlement, Value Added Services and

More information

OMNIWorks Contact Center Solutions

OMNIWorks Contact Center Solutions Delivering Superior Customer Service OMNIWorks Multi-Media Contact Center Today s technology-savvy, time-sensitive customers expect more than just a good product or a great price. They expect even demand,

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.

More information

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Automating Service & Support with Voice Self-Service Automating Service & Support with Voice Self-Service The Changing

More information

Gaining The Competitive Edge Through CTI The Logical Choice for Your CTI Integration Partner

Gaining The Competitive Edge Through CTI The Logical Choice for Your CTI Integration Partner Gaining The Competitive Edge Through CTI The Logical Choice for Your CTI Integration Partner Solving the Puzzle In today s fast paced world, customers are demanding near instantaneous service. They expect

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

CRM for Customer Service and Support

CRM for Customer Service and Support OV E RV I E W CRM for Customer Service and Support MAXIMIZER CRM Published By Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through

More information

Levelling the Playing Field

Levelling the Playing Field ROGERS WHITE PAPER 1 Rev. May 2011 page 2 2 TABLE OF CONTENTS Introduction 3 Small Business Telephony Options 4 Basic Phone Service 4 Traditional PBX and Key Systems 4 Digital Services Business Cable and

More information

Cisco Healthcare Intelligent Contact Center

Cisco Healthcare Intelligent Contact Center Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

UNIFIED COMMUNICATIONS

UNIFIED COMMUNICATIONS DISCOVER UNIFIED COMMUNICATIONS UNIFIED COMMUNICATIONS Collaborate. Communicate. Unify. It s no secret. The smartest companies have discovered a way to converge the resources of their business applications

More information

Connecting your business

Connecting your business mobiles Connecting your business fixed voice & data digital & IT autovoice managed services adsi energy About us Founded in 2002, ADSI are dedicated to reducing business costs by offering high-quality

More information

Smart Link. Profile. www.smartlink.com.sa

Smart Link. Profile. www.smartlink.com.sa Smart Link Profile www.smartlink.com.sa Overview SMART LINK is proud to be the largest outsourcing contact center in Saudi Arabia. We have all needed knowledge and experience to cover a wide variety of

More information

With HD quality Full transparent networking features And on-demand capacity enhancements

With HD quality Full transparent networking features And on-demand capacity enhancements Always more than you expect Panasonic NS1000 SIP BUSINESS COMMUNICATIONS SERVER With HD quality Full transparent networking features And on-demand capacity enhancements The NS1000 at a glance SIP and IP

More information

A Division of Safehaven Liability Solutions, Inc. A Philippine Corporation

A Division of Safehaven Liability Solutions, Inc. A Philippine Corporation A Division of Safehaven Liability Solutions, Inc. A Philippine Corporation Business Profile Sept 2010 V2.00 1 P age Business Profile GlobalServicesBPO (GSBPO), a division of Safehaven Liability Solutions,

More information

The Business Case for Unified Communications November 2013

The Business Case for Unified Communications November 2013 Wikipedia s definition of Unified Communications (UC): UC is the integration of real-time communication services, such as: Instant messaging (chat) Presence information Telephony (including IP telephony)

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

OVERVIEW Intelligent Communication Solutions for Law Firms

OVERVIEW Intelligent Communication Solutions for Law Firms OVERVIEW Intelligent Communication Solutions for Law Firms IP Office the Intelligent Communications solution for small and midsize law firms avaya.com 2 Millions of users in small and midsize businesses

More information

Unified Communications Partner Helps Telecom Partner to Expand Revenue Streams

Unified Communications Partner Helps Telecom Partner to Expand Revenue Streams Microsoft Office System Partner Solution Case Study Unified Communications Partner Helps Telecom Partner to Expand Revenue Streams Overview Country or Region: United States Industry: Professional services

More information

Magic Quadrant for Corporate Telephony in EMEA, 2003

Magic Quadrant for Corporate Telephony in EMEA, 2003 Markets, S. Blood, C. Lock Research Note 2 September 2003 Magic Quadrant for Corporate Telephony in EMEA, 2003 Cisco and Alcatel continue to offer the market's most comprehensive corporate propositions.

More information

A vaya IP Office Contact Center Solutions

A vaya IP Office Contact Center Solutions A vaya IP Office Contact Center Solutions Enhancing Customer Service Growing Your Business Contact center solutions to improve service, increase productivity and lower costs IP Telephony Contact Centers

More information

Nortel Networks Symposium* Call Center Server

Nortel Networks Symposium* Call Center Server Nortel Networks Symposium* Call Center Server Set your foundation for profitable customer relationships Product Brief Get ready to overcome the diverse challenges of running a modern contact center with

More information

VOICE OVER IP THAT BOOSTS BUSINESS EFFICIENCY- TEN TIPS FOR GETTING IT RIGHT

VOICE OVER IP THAT BOOSTS BUSINESS EFFICIENCY- TEN TIPS FOR GETTING IT RIGHT VOICE OVER IP THAT BOOSTS BUSINESS EFFICIENCY- TEN TIPS FOR GETTING IT RIGHT Voice Over IP that Boosts Business Efficiency Ten Tips for Getting It Right Business phone service with VoIP is the new face

More information

NICE Systems and Avaya provide businesses with Insight from Interactions

NICE Systems and Avaya provide businesses with Insight from Interactions IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)

More information

On Hold Communications provide the complete telecoms solution.

On Hold Communications provide the complete telecoms solution. On Hold Communications provide the complete telecoms solution. Our dynamic team is pleased to bring a fresh, consultative approach to telecoms. We believe it is imperative to gain a better understanding

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION

THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION DISCOVER THE POWER OF ALCATEL CONTACT CENTERS THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION An unhappy customer is rarely a customer for long! Securing customer loyalty is vital to developing

More information

Oracle Service Cloud and Oracle Field Service Cloud Accelerator

Oracle Service Cloud and Oracle Field Service Cloud Accelerator Oracle Service Cloud and Oracle Field Service Cloud Accelerator If your contact center and field service operations are still functioning as independent entities, you have new opportunities to elevate

More information

CLOUD BASED VOIP BUSINESS PHONE SYSTEM

CLOUD BASED VOIP BUSINESS PHONE SYSTEM CLOUD BASED VOIP BUSINESS PHONE SYSTEM Introduction has been providing customers with reliable cloud- based communication service, since 2006 to help business grow with utmost speed and agility. has designed

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

Application Note. Using a Dialogic Media Gateway Series as a PSTN Gateway with an Asterisk IP-PBX Server

Application Note. Using a Dialogic Media Gateway Series as a PSTN Gateway with an Asterisk IP-PBX Server Using a Dialogic Media Gateway Series as a PSTN Gateway with an Asterisk IP-PBX Server Using a Dialogic Media Gateway Series as a PSTN Gateway with an Asterisk IP-PBX Server Executive Summary This application

More information

Automatic Call Distribution For Business and Call Centers

Automatic Call Distribution For Business and Call Centers Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered

More information

Delivering Outstanding Customer Care in a High Volume Call Center Environment

Delivering Outstanding Customer Care in a High Volume Call Center Environment Microsoft Dynamics Customer Solution Case Study Delivering Outstanding Customer Care in a High Volume Call Center Environment Overview Country or Region: Caribbean, Central America, and the Pacific Industry:

More information

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

More information

5Ways. to Put Your CRM Data to Work. for You and Your Customers

5Ways. to Put Your CRM Data to Work. for You and Your Customers 5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information

More information

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

GREATER FLEXIBILITY CONNECTING YOUR FUTURE HIGHER QUALITY COMMUNICATION KX-NS700 UNIFIED COMMUNICATIONS PLATFORM

GREATER FLEXIBILITY CONNECTING YOUR FUTURE HIGHER QUALITY COMMUNICATION KX-NS700 UNIFIED COMMUNICATIONS PLATFORM GREATER FLEXIBILITY HIGHER QUALITY COMMUNICATION KX-NS700 UNIFIED COMMUNICATIONS PLATFORM CONNECTING YOUR FUTURE REDUCE COSTS INCREASE SATISFACTION IMPROVE EFFICIENCY CHOOSE THE SMART HYBRID PBX SYSTEM

More information

The NEC Infrontia DXE series are more than just voice communication systems.

The NEC Infrontia DXE series are more than just voice communication systems. The NEC Infrontia DXE series are more than just voice communication systems. Today business communications is more than just voice. Face to face communication will always be important but talking is only

More information

A vaya IP Office Contact Center Solutions

A vaya IP Office Contact Center Solutions A vaya IP Office Contact Center Solutions Enhancing Customer Service Growing Your Business Contact center solutions to improve service, increase productivity and lower costs IP Telephony Contact Centers

More information

communicatiothen A fully hosted phone system. No hardware installation, no maintenance and inclusive of upgrades. Welcome to The Future of Telecoms.

communicatiothen A fully hosted phone system. No hardware installation, no maintenance and inclusive of upgrades. Welcome to The Future of Telecoms. communicatiothen A fully hosted phone system. No hardware installation, no maintenance and inclusive of upgrades. Welcome to The Future of Telecoms. 0203 393 0000 Making life Introducing Hosted VoIP from

More information

Making Contact Centres Efficient. Meet the needs of your customers and your business

Making Contact Centres Efficient. Meet the needs of your customers and your business Making Contact Centres Efficient Meet the needs of your customers and your business Customers are different these days Customers today are far more demanding than five years ago. They expect you to be

More information

Simplifying Contact Center Technology

Simplifying Contact Center Technology Simplifying Contact Center Technology Eliminating complexity with a single-vendor on-demand contact center solution An Oracle White Paper August 2006 Simplifying Contact Center Technology EXECUTIVE OVERVIEW

More information

Managed VoIP platform for delivering business class features to your clients. Deliver reliable Voice Over IP service without licensing costs

Managed VoIP platform for delivering business class features to your clients. Deliver reliable Voice Over IP service without licensing costs Managed VoIP platform for delivering business class features to your clients. Deliver reliable Voice Over IP service without licensing costs HOW TO BECOME A VOIP PROVIDER WITHOUT THE HEFTY COSTS? Start

More information

Solution Recipe: Voice over IP for Business Communications Built on an Intel Server Platform

Solution Recipe: Voice over IP for Business Communications Built on an Intel Server Platform Product Name Industry Business Subject Solution Recipe: Voice over IP for Business Communications Built on an Intel Server Platform Preface Intel has developed unique Solution Recipes that will enable

More information

2014 Direct Drive, Inc. All rights reserved.

2014 Direct Drive, Inc. All rights reserved. 2014 Direct Drive, Inc. All rights reserved. Overview Direct Drive offers a complete range of capabilities with IVR speech and touchtone recognition, and blended agent / IVR hybrid solutions customized

More information

case study Chunghwa Telecom Co., Ltd CHT-1288 Operator Assisted Yellow Page System Summary Introductory Overview ORGANIZATION: PROJECT NAME:

case study Chunghwa Telecom Co., Ltd CHT-1288 Operator Assisted Yellow Page System Summary Introductory Overview ORGANIZATION: PROJECT NAME: The Computerworld Honors Program Summary The responses below describe Chunghwa Telecom s successful development of CHT-1288, Taiwan s first integrated Operator Assisted. This voice portal directory service

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

Auto Telecom Australia www.hybrex.com.au

Auto Telecom Australia www.hybrex.com.au Hybrex Hospitality Solutions Auto Telecom Australia www.hybrex.com.au Auto Telecom Corporation Overview Auto Telecom Corporation manufactures and distributes the Hybrex and TransTel range through its own

More information

Management Summary for Unified Communications IP PBX

Management Summary for Unified Communications IP PBX Management Summary for Unified Communications IP PBX Prepared By for YOU of General: The Unified Communication Internet Protocol Private Branch Exchange (UCIPPBX) is a fully realised 3 rd generation office

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

Cisco Unified Intelligent Contact Management Enterprise 7.2

Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise-an integral component of the Cisco Unified Communications system-delivers an integrated

More information

CLOUD BASED VOIP BUSINESS PHONE SYSTEM

CLOUD BASED VOIP BUSINESS PHONE SYSTEM CLOUD BASED VOIP BUSINESS PHONE SYSTEM Introduction has been providing customers with reliable cloud- based communication service, since 2006 to help business grow with utmost speed and agility. has designed

More information

CASE STUDY CASE STUDY. Synway Asterisk Cards and SuPerForm Voice Enhancement Technologies to Empower ---------------------------------------

CASE STUDY CASE STUDY. Synway Asterisk Cards and SuPerForm Voice Enhancement Technologies to Empower --------------------------------------- --------------------------------------- --------------------------------------- Synway Asterisk Cards and SuPerForm Voice Enhancement Technologies to Empower ReapField s TM ---------------------------------------

More information

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high

More information

Clarent your choice is. Perfectly Clear. the clearer. the better. internet. telephony. solutions

Clarent your choice is. Perfectly Clear. the clearer. the better. internet. telephony. solutions Clarent your choice is Perfectly Clear the clearer. the better. internet telephony solutions larent Clarent entdelivers real internet calling, today IP Telephony is clearly an emerging standard in business

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com INSIGHT Simplicity, Standards, and Support: A Profile of Voxeo Rebecca Swensen IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com Telephony

More information

IP Office: Simple, Powerful Communications for Small Business

IP Office: Simple, Powerful Communications for Small Business IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive without

More information

Mitel Solidus ecare. Revolutionize how you communicate and collaborate with colleagues, customers and business partners.

Mitel Solidus ecare. Revolutionize how you communicate and collaborate with colleagues, customers and business partners. Mitel Solidus ecare The All-In-One Contact Center Solution Revolutionize how you communicate and collaborate with colleagues, customers and business partners. Key Features Conference call Configuration

More information

Unlocking Hidden Potential at Intel Through Big Data Analytics

Unlocking Hidden Potential at Intel Through Big Data Analytics Unlocking Hidden Potential at Intel Through Big Data Analytics Ivan Harrow Director Insights & Analytics Intel IT @ivanh Legal Notices This presentation is for informational purposes only. INTEL MAKES

More information

CHAPTER 3. Technology for Customer Relationship

CHAPTER 3. Technology for Customer Relationship CHAPTER 3 Technology for Customer Relationship 1 INTRODUCTION Successful CRM implementation will allow your Customer Service, sales and marketing people and anyone else in your organization to have a holistic

More information

Automatic Call Distribution For Business and Call Centers

Automatic Call Distribution For Business and Call Centers Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

SIEBEL HEALTHCARE SOLUTIONS

SIEBEL HEALTHCARE SOLUTIONS SIEBEL HEALTHCARE SOLUTIONS Oracle s Siebel Healthcare offers rich relationship management solutions designed specifically for health insurance, employee benefits, and care delivery organizations. It enables

More information

Terms of Service MANAGED FIREWALL Service

Terms of Service MANAGED FIREWALL Service This Service is subject to and governed by Customer s separate signed master services agreement with CTS. This Agreement is entered into between you and CTS for the provision of CTS Managed Firewall Services.

More information

The Alcatel Prepaid Telecom (PPT) service is Alcatel s answer to the growing demand for prepaid calling services on fixed networks. Alcatel s PPT serv

The Alcatel Prepaid Telecom (PPT) service is Alcatel s answer to the growing demand for prepaid calling services on fixed networks. Alcatel s PPT serv The Alcatel Prepaid Telecom Service The All-in-One Solution for Offering Prepaid Telecommunications Services The Alcatel Prepaid Telecom (PPT) service is Alcatel s answer to the growing demand for prepaid

More information

Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express

Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information