WHITE PAPER:   Posted: May 9, 2008 | Published: May 1, 2008
This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.

WHITE PAPER:   Posted: May 9, 2008 | Published: May 1, 2008
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.

WHITE PAPER:   Posted: May 9, 2008 | Published: May 1, 2008
This technical integration brief explains how the Siebel CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.

WHITE PAPER:   Posted: April 16, 2008 | Published: April 1, 2008
This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.

WEBCAST:   Posted: April 9, 2008 | When: January 1, 2007
This presentation will outline the various means for a call center to measure effectiveness, which provide the balance in the balance scorecard.

CASE STUDY:   Posted: April 8, 2008 | Published: January 1, 2007
Using Envinsa® from Pitney Bowes MapInfo, Cellular South has increased overall knowledge of service availability for customers and employees, drastically improving customer service and decision making across the entire company.

WHITE PAPER:   Posted: March 28, 2008 | Published: September 1, 2007
Learn strategies for optimizing your contact center resources to enhance the quality of the customer experiences your centers are providing.

CASE STUDY:   Posted: March 28, 2008 | Published: January 1, 2008
To address the high costs of network operations and of deploying new centres, VAA decided to transition to a Voice over Internet Protocol (VoIP) infrastructure and upgrade its contact centre solutions to help manage its extensive growth.

CASE STUDY:   Posted: March 12, 2008 | Published: July 1, 2007
The implementation of Resolution Accelerator was accomplished in less than three months and began providing immediate benefits in terms of reducing exception load and tracking exception volume.

SOFTWARE LISTING:   Posted: March 10, 2008 | Published: January 1, 2006
ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.

SOFTWARE LISTING:   Posted: March 10, 2008 | Published: January 1, 2006
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.

TECHNICAL ARTICLE:   Posted: March 6, 2008 | Published: January 29, 2008
When executives at corporate express began looking at ways to improve efficiency, they find more than two dozen separate customer data system running throughout the company.

WHITE PAPER:   Posted: March 5, 2008 | Published: March 4, 2008
The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.

SOFTWARE LISTING:   Posted: February 11, 2008 | Published: February 7, 2007
IFS Applications offer business solutions that can be configured to meet the needs of rapidly changing industries facing challenges in an international marketplace.

CASE STUDY:   Posted: September 4, 2007 | Published: July 1, 2006
Nationwide needed an IT system that could support customer care across its customer-facing channels, including call centers, branches and Internet. Read this case study and see how Nationwide maximized the value of its customer interactions.