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InfiniteKM: Knowledge Management for Sales Channels and Contact Centers
InfiniteKM, a cloud (and on-premise)-based sales and service enablement platform, helps organizations’ sales channels and contact centers run smoothly and

on contact  it publishes training courses on the product, the reps that become enrolled in the training courses can accumulate incentive points whenever they sell that product. From a contact center environment, InfiniteKM provides front-line agents with the simplified tools they need to find information to satisfy the customers’ requests. Customer support professionals have the necessary support to stay current with training requirements as well as the overall business objectives of the company. This reduces onboa Read More

Sales Force Automation (SFA)
Sales Force Automation (SFA) systems help sales and marketing teams with functions related to taking orders, generating proposals or quotes, managing territories, managing partners, and maintaining...
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Documents related to » on contact


Unified Communications Guide: The Business Case for Unified Communications in the Contact Center
One of the most important trends these days in unified communications (UC) is extending these capabilities to the contact center. Generally in the past, UC

on contact  deployments have been focused on employee communications, but contact center agents utilize many UC features and a strong business case can be made for implementing UC in your contact center. This guide addresses the main considerations to support this business case for companies of all sizes. Read More
Sword Ciboodle and SAS Analytics Intelligent Contact Center: Product Overview
The market for contact center solutions is divided between customer relationship management (CRM) solutions and call center solutions, typically from different

on contact  typically from different providers. On top of that, business intelligence (BI) vendors offer tools and add-ons to analyze contact center data. This means that if you require “the complete package,” you’ll need two or three different solutions. Naturally, these solutions will not always integrate well together, resulting in extra deployment costs and an increase in the complexity of company activities. But by partnering with SAS Analytics to offer the Intelligent Contact Center [PDF download], Read More
Building the Small Contact Center
Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that

on contact  contact center is spent on contact center agents. With large operations employing hundreds or even thousands of agents, it only makes sense to leverage that workforce by investing in the most advanced technology available to keep agents employed, happy and productive. Technology companies responded by developing their most advanced solutions for the big clients who could afford it. To the customer, however, the size of their supplier is less important than the service they deliver. Customers (including su Read More
The Profit-minded Contact Center: Building an ROI Case for Customer Interaction Solutions in Financial Services
Today, financial services firms are increasingly focusing on organic growth—forcing contact centers to drive cross-selling efforts as well as strengthen

on contact  firms are increasingly focusing on organic growth—forcing contact centers to drive cross-selling efforts as well as strengthen customer relationships. But in order to contribute to profitable growth, they must be able to quickly identify and address customers in a personalized fashion and present offers that are highly relevant. Discover how a customer interaction optimization solution can help. Read More
Focus on PLM: Mastering Process to Improve Product Development
Promising to transform the way products are developed, product lifecycle management (PLM) is one of the fastest-growing areas of technology investment for

on contact  on PLM: Mastering Process to Improve Product Development Promising to transform the way products are developed, product lifecycle management (PLM) is one of the fastest-growing areas of technology investment for retailers and brands alike. But why should your company consider PLM? Find out why successful PLM implementations are initiated to support key strategic objectives, and how PLM can ultimately improve your profitability through enhanced operational efficiency. Read More
Spotlight on UNIT4 Business Analytics
Now more than ever, organizations need to operate efficiently while being able to track, monitor, and improve business performance. This report features UNIT4

on contact  on UNIT4 Business Analytics Now more than ever, organizations need to operate efficiently while being able to track, monitor, and improve business performance. This report features UNIT4 Business Analytics, a solution for business performance management that provides ERP users with a single purpose, subscription-based set of solutions for solving a large number of data analysis requirements, including pre-packaged applications to easily track, monitor, and act upon core business performance Read More
Standardizing on One ERP System in a Multi-division Enterprise
In an enterprise with multiple operating divisions, should the enterprise standardize on a single set of software? Recent broadening of major ERP products

on contact  on One ERP System in a Multi-division Enterprise It Is A Strategy Question    In an enterprise with multiple operating divisions, should the enterprise standardize on a single set of software? The one vendor - one ERP system idea, although highly attractive, has remained utopian until recently, partly owing to the functional inadequacy of any ERP suite to satisfy requirements enterprise-wide. Recent broadening of major ERP products' scope to include e-procurement, supply chain management Read More
Hosted versus On-premises Customer Relationship Management
The dot-com revolution has left few impressions as significant as the hosted software phenomenon. In fact, its success has caused many organizations with

on contact  to integration. Solutions installed on premises offer a multitude of integration options—directly with the database ( open database connectivity [ODBC] or object linking and embedding database [OLE DB]), through middleware ( BizTalk ), or through the application layer ( COM , Web services). Some on-premises applications even offer advanced business process workflow tools for managing application processes and integrating data from external applications into the core CRM or ERP solution. What Do I Do Read More
TCO of On-Demand Applications Is Significantly Better for SMBs and Mid-Market Enterprises
See why the Yankee Group says that the TCO for on-demand solutions is much better than that of traditional on-premises solutions — even when evaluated

on contact  of On-Demand Applications Is Significantly Better for SMBs and Mid-Market Enterprises See why the Yankee Group says that the TCO for on-demand solutions is much better than that of traditional on-premises solutions — even when evaluated over a 3 to 5 year period. On-premises solutions require significant investments in IT infrastructure and application deployment, support and update resources. Read More
SAP Thrives On Competitors' Plight, In Part
SAP announced upbeat results for Q2 2001 and reconfirmed the positive outlook for the rest of the year amid the bloodbath of many of its competitors. However

on contact  Thrives On Competitors' Plight, In Part SAP SAP Thrives On Competitors' Plight, In Part P.J. Jakovljevic - August 17, 2001 Event Summary SAP AG (NYSE: SAP), the leading provider of business software solutions, announced strong sales and profit performance for the second quarter ended June 30, 2001. In Q2 2001, revenues increased 24% over the same period last year from EUR 1.5 billion to EUR 1.85 billion (See Figure 1). Net income in the quarter grew up 78% to EUR 424 million compared to EUR 246 million Read More
Best Practices for Improving Performance in Your Contact Center
Discover the top six approaches to a high-performing contact center in the executive brief, Best Practices for Improving Performance in Your Contac...

on contact  Improving Performance in Your Contact Center Best Practices for Improving Performance in Your Contact Center Your contact center is your front line for customer service and satisfaction. But is it running at peak performance—keeping your customers happy and building solid, loyal relationships? Discover the top six approaches to a high-performing contact center in the executive brief, Best Practices for Improving Performance in Your Contact Center . You'll learn how to manage your contact center Read More
My PLM Video Playlist on YouTube
A little heads-up: We’re going to start having videos on TEC’s Web site. We'll produce videos in the future but the first step we’ll start with is a library of

on contact  PLM Video Playlist on YouTube A little heads-up: We’re going to start having videos on TEC’s Web site. We'll produce videos in the future but the first step we’ll start with is a library of links to freely available ones from YouTube. Although YouTube mainly serves as a source of entertainment, there are videos for other purposes as well. After a little searching and watching, here is my playlist of YouTube videos related to product lifecycle management (PLM) . Dr Michael Grieves - Author and Read More
On-boarding for Organizational Growth
This white paper explores some of the drivers of the current focus on on-boarding, walks through some of the financial implications of improving the on-boarding

on contact  of the current focus on on-boarding, walks through some of the financial implications of improving the on-boarding process, and outlines a model of on-boarding that spans the employee lifecycle. By attending to these aspects of selection and on-boarding, organizations will be better placed to deliver excellent customer service and to retain their staff as economic growth takes a firmer foothold. Read More
CPR on BPR: Practical Guidelines for Successful Business Process Analysis
Part 2 of a series on Business Process Reengineering: Long Live Business Process Reengineering. In this Part, we discuss some practical steps for actually

on contact  on BPR: Practical Guidelines for Successful Business Process Analysis CPR on BPR: Practical Guidelines for Successful Business Process Analysis R. Garland - August 23, 2001 CPR ON BPR: Long Live Business Process Reengineering As mentioned in Part 1: A Primer , companies should never lead with technology when trying to solve business process problems. They should review their business goals and objectives, examine, and refine or replace business processes, and then, and only then, should they find the Read More

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