PRODUCT LITERATURE - This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.  Inside, you’ll find basic information about the major vendors in the WFM market and the products they sell. Continue reading to find out which products are right for your organization.
Posted: July 13, 2010 | Published: July 13, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Software | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | CRM | CRM Software | CTI (Computer Telephony Integration) | IVR | Workforce Management Software

EBOOK - In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.
Posted: May 12, 2010 | Published: May 12, 2010


Topics:  Call Center Management | Call Center Software | Cloud Computing | Contact Center Management | Contact Center Workforce Management | CRM | CTI (Computer Telephony Integration) | Software as a Service | VoIP | Web 2.0

PODCAST - Richard Snow, a contact center technology expert offers advice on evaluating hosted contact center technology, including evaluation criteria and tips for what to include in SLAs and RFPs.
Posted: May 7, 2010 | Premiered: May 7, 2010


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | VoIP

WEBCAST - This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience. Tune in and learn how your company can improve and simplify contact center operations while dramatically lowering costs via the Software as a Service (SaaS) model.
Posted: March 8, 2010 | Premiered: March 8, 2010


Topics:  Application Hosting | Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | Customer Service | IVR | Software as a Service | Telephony Systems

WHITE PAPER - This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.
Posted: March 3, 2010 | Published: March 2, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Centers | Cloud Computing | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | Telephony Systems | VoIP

WHITE PAPER - The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all.
Posted: February 11, 2010 | Published: February 11, 2010


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Workforce Management Software

WHITE PAPER - Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more.
Posted: December 3, 2009 | Published: December 3, 2009


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Contact Centers | Software as a Service