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	Benefits and Advantages of Recording and Archiving Calls sponsored by Teleformix WHITE PAPER - This whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO. Posted: July 11, 2008 \| Published: October 1, 2006 Topics: Call Center Management \| Call Center Software \| Customer Data Management \| Customer Interaction Services \| Customer Service \| Health Care Industry \| Insurance Industry \| Marketing

	Record, Evaluate, Monitor and Archive All Your Customer Interactions For Your Avaya Switch sponsored by Teleformix DATA SHEET - ECHO™ provides the vehicle for focused customer experience management through real-time call monitoring and agent performance evaluations. Posted: July 11, 2008 \| Published: July 1, 2008 Topics: Call Center Management \| Call Center Software \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Quality Control

	The ECHO™ - Avaya Connection: ECHO™, and How It Interacts with Avaya's Telephony Solutions sponsored by Teleformix WHITE PAPER - Read this paper to learn how Teleformix's ECHO™ digital recording solution integrates seamlessly with Avaya's telephony systems, providing your company with a crucial customer service tool - quality assurance recording. Posted: July 11, 2008 \| Published: July 1, 2007 Topics: Business Intelligence \| Call Center Management \| Call Center Software \| CRM \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service Best Practices \| Ethernet Networks \| Quality Control \| Telephony Services \| VLAN \| VoIP

	Record, Evaluate, Monitor and Archive All Your Customer Interactions For your Cisco Switch sponsored by Teleformix DATA SHEET - Call recording and review are the most effective and efficient ways to ensure your customers receive high quality treatment and accurate information. ECHO™ provides the vehicle for this. Posted: July 11, 2008 \| Published: July 1, 2008 Topics: Call Center Management \| Call Center Software \| CRM \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Quality Control \| Telephony Systems \| Voice Communications Software

	Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? sponsored by Genesys WHITE PAPER - This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena. Posted: June 3, 2008 \| Published: January 1, 2006 Topics: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Predictive Performance Management \| Real-time Analytical Software \| ROI \| User Experience

	Teleworking - Your Path to Increased Productivity, Business Continuity and Customer Satisfaction sponsored by Avaya Inc. WHITE PAPER - The Avaya Unified Communications for Teleworkers solution provides at-home employees the tools that help them stay connected, productive, and satisfied--and IT staff the technology to minimize management complexity. Posted: June 2, 2008 \| Published: March 3, 2008 Topics: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Workforce Management Software \| Home Offices \| Productivity \| Workforce Management Software

	Go Green and Increase Profitability with Virtual Contact Centers sponsored by Avaya Inc. WHITE PAPER - This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. Posted: June 2, 2008 \| Published: March 1, 2008 Topics: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Workforce Management Software \| Contact Management Software \| Customer Service \| Home Offices \| Virtual Offices

	Roadmap for Implementing a Multi-Site IP Contact Center sponsored by Avaya Inc. WHITE PAPER - Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. Posted: May 20, 2008 \| Published: March 1, 2007 Topics: Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Customer Satisfaction \| IP Contact Centers \| Network Configuration Management Software \| Network Infrastructure \| Network Security \| Software Implementation

	Success Story: Communications - AT&T sponsored by Genesys CASE STUDY - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. Posted: May 19, 2008 \| Published: May 1, 2008 Topics: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Workforce Management Software \| Contact Management \| CTI (Computer Telephony Integration) \| Data Services \| GPRS \| Human Resource Systems \| Interactive Voice Response \| IVR \| ROI \| Workforce Management Software

	Using Real-Time Information to Improve Contact Center Performance sponsored by Genesys PODCAST - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center. Posted: May 5, 2008 \| Premiered: May 5, 2008 Topics: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM Analytics \| Customer Interaction Services \| Customer Satisfaction \| Performance Testing \| Real-time Analytical Software \| Sales

	Financial Giant Cuts Costs through Offshore Testing Services sponsored by Hexaware Technologies WHITE PAPER - Learn how one company was able to utilize cost effective offshore support for use acceptance testing (UAT) of customer applications, ensuring cost benefits and reduce failure rates. Posted: April 10, 2008 \| Published: April 1, 2008 Topics: Applications Management \| Banking Industry \| Call Center Software \| Contact Center Software \| Customer Satisfaction \| Financial Industry Organizations \| Financial Services \| IT Outsourcing Services \| Offshore Outsourcing \| Testing

	IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience sponsored by Avaya Inc. WHITE PAPER - This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. Posted: February 8, 2008 \| Published: February 8, 2008 Topics: Call Center Software \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| Customer Loyalty \| High Availability \| Software Selection \| TCO \| User Experience

	How Empowering Customer-facing Employees Leads to Extraordinary Results: Empowerment as a Growth Strategy sponsored by Oracle Corporation WHITE PAPER - Discover why empowering key customer-facing employees is the new path to achieving extraordinary, sustainable results. Read this white paper to learn four best practices on how establish an employee empowerment strategy. Posted: September 26, 2007 \| Published: September 1, 2007 Topics: Best Practices \| Business Process Management \| Call Center Software \| Call Centers \| CRM \| Customer Data Management \| Oracle (Product) \| Real-time Analytics \| Sales \| Sales Representatives \| User Experience

	N-Focus Product Tour: Call Center Analysis sponsored by Netlert Communications, Inc. SOFTWARE DEMO - N-Focus provides critical insights into your call center operations. Posted: August 31, 2004 \| Published: August 31, 2004 Topics: Call Center Software \| Contact Center Workforce Management Software

	N-Focus sponsored by Netlert Communications, Inc. PRODUCT OVERVIEW - N-Focus is a truly unique software solution that gives you valuable insight into the operations of your call center. Posted: August 31, 2004 \| Published: August 1, 2004 Topics: Call Center Software \| Contact Center Workforce Management Software

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