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The Power of Knowledge -- Knowledge is Power (Part 3)
Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service

telecomm agents  products primarily to European telecommunications and financial service providers that have consumer-focused call centers with thousands of agents. More than 400,000 agents and knowledge workers use InStranet, and only time will tell how Salesforce.com will repurpose the software for other vertical segments. Given all the above facts (including Salesforce.com going out of its way to acquire KM capabilities) that bode well for the KM applications, I was thus wondering why Servigistics cannot yet boast of Read More...
Discrete Manufacturing (ERP)
The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as or...
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Documents related to » telecomm agents


Checklist: Adding Up the Return on IP Telephony Investments
Calculating the total cost of ownership (TCO) of an Internet protocol (IP) telephony system is complicated. And you need to know the return on investment (ROI).

telecomm agents  Adding Up the Return on IP Telephony Investments Focus is a new business destination where business professionals can help each other with their purchase and other business decisions Source: Focus Research Resources Related to Checklist: Adding Up the Return on IP Telephony Investments : Internet Protocol (IP) (Wikipedia) Private Branch Exchange (PBX) (Wikipedia) Checklist: Adding Up the Return on IP Telephony Investments Internet Protocol Telephony is also known as : Focus IP Telephony , Read More...
Bunchball Announces New Release of Nitro For SalesForce
Bunchball, a vendor of gamification solutions, announced a new release of its Nitro for Salesforce product. The new release extends Bunchchall’s game mechanics

telecomm agents  Announces New Release of Nitro For SalesForce Bunchball, a vendor of gamification solutions, announced a new release of its Nitro for Salesforce product. The new release extends Bunchchall’s game mechanics service organizations using the Salesforce Service Cloud. This release makes Nitro for Salesforce the only fully integrated gamification solution available from within the Salesforce Service Cloud and Sales Cloud. The product uses motivational techniques like goal-setting, real-time feedback, Read More...
A Product Note: Attensity and the Voice of the Customer
Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management (CEM) solutions. TEC analyst Jorge

telecomm agents  Product Note: Attensity and the Voice of the Customer About Attensity Attensity , an organization with more than 10 years of experience in the customer intelligence market, provides solutions for analysis of unstructured data and offers a new breed of Customer Experience Management (CEM) solutions. The company is headquartered in Palo Alto, California, with offices throughout the United States, Germany, and the United Kingdom. As customer conversations can be used to enhance an organization’s products Read More...
Customer Focused Self-service: Building the Balanced Business Case
Countless customers are engaging in self-service, in the process helping companies save millions by deflecting service interactions to cheaper channels. At many

telecomm agents  Focused Self-service: Building the Balanced Business Case Learn how the Return on Customer metric captures the total value created by customers for a more complete economic picture of the impact of self-service customer care. Source : RightNow Technologies Resources Related to Customer Focused Self-service: Building the Balanced Business Case : Self Service (Wikipedia) Business Case (Wikipedia) Customer Focused Self-service: Building the Balanced Business Case Balanced Business is also known as Read More...
Intentia Floats Vaporware Agent to Replace Business Planning
Intentia announces an intelligent negotiating agent for its enterprise resource planning software.

telecomm agents  Floats Vaporware Agent to Replace Business Planning Event Summary Intentia International AB is a provider of enterprise resource planning software called Movex for mid-sized companies (See TEC Technology Research Note: Intentia: Java Evolution From AS/400 October 1st, 1999). Intentia recently announced Movex Intelligent Agent for the fourth quarter of 2000. Movex Intelligent Agent will, according to the company, find and negotiate deals instead of having personnel do it. The product will be Read More...
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

telecomm agents  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 optimally. The platform has been developed by Infinite Media, and has evolved over the 15 years of experience the vendor has amassed working with some of the best-known brands in the world, such as Xerox, GE Mabe, ScotiaBank, John Hancock, Microsoft, LG, etc., helping companies Read More...
Collecting Meaningful Data from the Web: Once an Impossibility, Now a Reality
The traditional way of extracting data from disparate data sources has been transformed by the emergence of new tools and applications, as well as the

telecomm agents  Meaningful Data from the Web: Once an Impossibility, Now a Reality   Once upon a time, organizations would extract data from several types of data sources, including different business software applications such as enterprise resource planning (ERP) systems, customer relationship management (CRM) applications, and others. Data sources also included such documents as plain-text docs and even spreadsheets. The traditional way to extract data from these sources involved a data integration applicati Read More...
Creating Business Value with Communication-enabled CRM Processes: Enhancing Marketing, Sales, and Service
Customer relationship management (CRM) issues can often be traced to ineffective processes involving human communication. But you can overcome the limitations

telecomm agents  Service Process Issues The telecommunications company operates a call center, which had been using a best-of-breed contact center system. However, it was not integrated with the company's CRM application or the telephony systems that the back office was using. As a consequence, agent utilization in the service center was only at 60%. Moreover, routine inquiries were solved by customers through a self-service Web portal; thus, the complexity of phone and e-mail requests had increased, which lowered the Read More...
IBM Acquires Cognea as Watson’s Mouthpiece
IBM has acquired Cognea, an Australian startup that develops virtual assistant software that interacts with users via artificial intelligence (AI)–based

telecomm agents  industry watch, cognitive computing, virtual assistant, IBM Watson, AI, artificial intelligence Read More...
The Power Behind SHL Talent Analytics
Many organizations don’t understand the effectiveness of their talent management programs relative to their competitors’. SHL Talent Analytics is changing the

telecomm agents  care, transportation, financial services, telecommunications, hospitality, and consumer goods.   SHL Talent Analytics™: Product Strategy and Trajectory SHL has 30-plus years of accumulating people intelligence data. In September 2011, SHL unveiled its latest offering in the talent assessments space, with Talent Analytics . With the launch of this product, SHL aims to help organizations not only analyze their own talent data, but also look at that same data in the context of the millions of external Read More...
Sword Ciboodle-One More BPM-Centric CRM Provider
What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve

telecomm agents  & leisure, utilities, and telecommunications. Sword Ciboodle has no “sweet spot” customer in terms of industry, size, geography, or user base. Its ideal customer is one that will work with the vendor to fully understand the goals of the CRM platform, including immediate pain points and success metrics. Those companies that let the Sword Ciboodle team become part of their teams have reportedly given the company some of its greatest work satisfaction and accolades.  Sword Ciboodle prefers companies Read More...
Ebix CRM
Ebix CRM began developing solutions to support agents and advisors more than 20 years ago. Our goal: to help industry professionals better leverage vital

telecomm agents  CRM Ebix CRM began developing solutions to support agents and advisors more than 20 years ago. Our goal: to help industry professionals better leverage vital client information in a new way. With its very first solutions, Ebix CRM pushed the envelope of contact management to include customer service and policy and investment tracking – all from a financial services industry perspective. Read More...
Are Spend Management (or SRM) Apps Suited for the Mid-market? - Part 2
Part 1 of this blog series introduced common supply chain challenges and resulting spend management opportunities for companies of all sizes. The article then

telecomm agents  Spend Management (or SRM) Apps Suited for the Mid-market? - Part 2 Part 1 of this blog series introduced common supply chain challenges  and resulting spend management  opportunities for companies of all sizes. The article then went into the philosophical and functional differences (if any) between the “spend management” and supplier relationship management (SRM) monikers. Further discussion was about what exact functional parts of this software category small and medium enterprises (SMEs) mi Read More...
Job Scheduling Maze in Distributed IT Landscapes - Part 2
Part 1 of this blog series outlined the problem that, as the number of systems, applications, databases, and whatnot platforms increases, the IT business

telecomm agents  Scheduling Maze in Distributed IT Landscapes - Part 2 Part 1 of this blog series outlined the problem that, as the number of systems, applications, databases, and whatnot platforms increases, the IT business community requires a holistic approach across all these various systems to provide a single point of running IT jobs and workload automation . It also pointed out the difficulties in achieving this noble idea, and introduced Advanced Systems Concepts Inc. (ASCI) and its ActiveBatch cross-platform Read More...

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