Contact Center Solutions

Advanced telecommunication systems for contact centers rely on IP telephony and unified communications to record, analyze and optimize all contact with customers. All points of customer contact - Web, phone calls, e-mail and IM - are processed by a central system, which can improve cost efficiency and increase customer retention by routing contacts to the appropriate resource and modeling effective follow-up.


Articles

A Techie at the Detroit North American International Auto Show

The technology used by the car makers to present their automotive showpieces at the North American International Auto Show was a fun mix. More >

Word Games: Machine Translation and Speech Recognition Evolve

The explosion of mobility that has been an increasing characteristic of personal and business relationships during the past decade is having a secondary impact that tends to run under the radar More >

Social Media Changes Customer Service, Enterprise Collaboration

Social media has changed everything about the way people communicate and work together, so it's not surprising that IT vendors and corporations see social media's potential for revolutionizing More >

More Articles >

Interviews

The Small Cell Sector Looks to Fit In

Carl Weinschenk spoke to Manish Gupta, the vice president of marketing and business development for Symmetricom.   The world of cell sites is changing. Until relatively recently, big "macro" More >

Siemens: Savvy Use of IP Infrastructure Can Save 43 Percent

Carl Weinschenk spoke with Jan Hickisch, vice president of portfolio management for unified communications at Siemens Enterprise Communications. On March 5, the company released the State of More >

Survey: Length of Project Key Predictor of BI Success

The 10th edition of the BI Survey, an annual research report produced by the Business Application Research Center that examines why customers buy BI tools and what they use them for, highlights More >

More Interviews >

Resource centers

Business Intelligence

Business performance information for strategic and operational decision-making

SOA

SOA uses interoperable services grouped around business processes to ease data integration

Data Warehousing

Data warehousing helps companies make sense of their operational data

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