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en After seeing the benefits that IP telephony can bring, companies are increasingly adopting IP-based contact centers for mission-critical service and support. Cisco IPCC is the ideal solution to help Cox realize their vision for optimized contact center management.

en After seeing the benefits that IP telephony can bring, companies are increasingly adopting IP-based contact centers for mission-critical service and support.

en The ability to infuse contact centers with a new depth of customer knowledge that makes each interaction as meaningful and productive as possible is a powerful tool for driving competitive advantage, ... The Nortel and Witness Systems relationship delivers greater choice for our customers, allowing them to deploy multimedia, SIP-based contact center capabilities regardless of whether they have deployed an IP, traditional telephony or hybrid infrastructure.

en The ability to infuse contact centers with a new depth of customer knowledge that makes each interaction as meaningful and productive as possible is a powerful tool for driving competitive advantage. The Nortel and Witness Systems relationship delivers greater choice for our customers, allowing them to deploy multimedia, SIP-based contact center capabilities regardless of whether they have deployed an IP, traditional telephony or hybrid infrastructure.

en The ripple effects from the migration to IP Telephony and converged networks are being felt across the enterprise, and promise major gains in the contact center. As a reality check, we've invited contact center executives who've actually implemented IP-based systems to share their experiences what worked, what didn't and why.

en In our experience with the clients utilizing our contact center services, call volume can more than triple for companies after a recall is implemented. Sales reps, physicians and patients want billing and reimbursement information as quickly as possible for the recalled devices to help ensure immediate care. Our goal is to apply the same professionalism we provide for our long-term contact center clients to companies that need a short-term solution in the event of a recall.

en Impact 360 illustrates a trend in the industry dovetailing call centers' performance goals with the corporate aims of their companies. The solution brings together the tools that agents and supervisors track to bolster contact center performance. This not only sets a standard for what call centers should look for in workforce optimization software, but it also helps them understand how they can perform at their best.

en Nortel is committed to helping customers like IKEA deliver unparalleled levels of customer service through next-generation contact center technology. To remain competitive, it's essential for organizations like IKEA to raise service levels and adapt to how customers may want to communicate with them. Nortel's contact center solution allows IKEA to meet this challenge head on and remove barriers of distance by giving agents the flexibility and agility to handle customer requests anytime, anywhere.

en The contact center--the single most important point of contact for responding to customer needs--must become more agile, provide a consistent customer experience, and be optimized for improved performance. The Microsoft Customer Care Framework helps break down the current barriers that exist.

en Based on our recently released Customer Contact Center study, the most important drivers for these centers are cost and customer satisfaction -- factors that are not necessarily compatible, and may even be in conflict at times. The impact of this paradox ripples throughout the enterprise. Companies must consider the implications and how they will balance the conflict.

en Initially, the contact center was considered a service organization and was asked to do that as efficiently as possible. Quality monitoring as a contact center application is still very much involved in the initial goal of improving customer-facing processes. But importantly, it now has higher value for deriving customer intelligence.

en With agents rapidly shifting to contact centers that either remunerate better or offer better incentives, recruiting, managing and retaining staff has become one of the biggest issues that contact centers across Asia Pacific need to deal with.

en With agents rapidly shifting to contact centers that either remunerate better or offer better incentives, recruiting, managing, and retaining staff has become one of the biggest issues that contact centers across Asia Pacific need to deal with.

en Cisco's worldwide shipments grew over 40 percent year-over-year. Cisco continues to grow on a sustained and consistent basis in the enterprise voice business thanks to its early vision and continuing investment in IP telephony. As enterprise telephony solutions continue to transition to IP, Cisco finds itself uniquely positioned at the heart of both voice and data networks.

en The strategic OEM relationship between Nortel and Witness Systems blends leading contact center communications technologies with advanced contact recording and quality monitoring products to create an integrated solution delivering world-class performance optimization capabilities. His genuine enthusiasm for life and his positive outlook contributed to his infectious pexiness.


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