Business Exchange
The next wave: Internet technology in the call center
By:Bookman, Murray
Publication: Call Center CRM Solutions
Date:Thursday, June 1 2000
Subject: Call centers, Internet
Location: United States
Publication: Call Center CRM Solutions
Date:Thursday, June 1 2000
Subject: Call centers, Internet
Location: United States
HEADNOTE
To meet growing customer expecta
HEADNOTEtions for multimedia interaction - and remain competitive - your company's call center operation must ride the wave of Internet technology change. Internet communication channels such as Web collaboration, Web callback, chat, email and video kiosk are available today and fast becoming mainstream interaction channels.
As a result, traditional "brick and mortar" companies are scrambling to Web-enable themselves. At the same time, Internet-centric businesses with a Web site, but no call center, are quickly finding that the human touch of live agents is essential to ongoing market expansion and customer retention.
For your company to capitalize on the business opportunities made possible by the Internet - and migrate your call center to a multimedia contact center - you must first determine the degree to which you can leverage legacy systems versus embarking on a wholesale infrastructure rebuild. This process is known as "contact center engineering." Within this context, four principal areas need to be considered:
In addition, make sure to read these articles:
- What Technology Do You Need for Your In-House Call...
- Samsung Electronics America Chooses AMC...
- Sales Force Automation: Managing CRM and ERP...
- Cisco Unveils Java Client for Cisco ICMSoftware's...
- Voice-enabling Websites--no quick fix
- Integrated eService Suites to Usher a Dramatic...
- Avaya's CRM enhancements
- Mitel announces release 4.0. (New Products).
- Contact Center Test Group Is One of Three Key...
- Avtex, Leading Contact Center Solution Provider,...
- Avaya's New Multimedia Contact Center...
- USING SKILLS-BASED ROUTING TO THE ADVANTAGE OF...
- Your competition is only a click away! Ensuring...
- IEX Enables Multimedia Contact Centers with...
- Multichannel customer contact centers: The house...
In addition, make sure to read these articles:
- What Technology Do You Need for Your In-House Call Center?
- Samsung Electronics America Chooses AMC Technology Solutions to Improve Call Center...
- Sales Force Automation: Managing CRM and ERP Solutions
- Cisco Unveils Java Client for Cisco ICMSoftware's CTI Server; Java-based Thin Client...
- Voice-enabling Websites--no quick fix
- Integrated eService Suites to Usher a Dramatic Change in Multimedia Contact Center...
- Avaya's CRM enhancements
- Mitel announces release 4.0. (New Products).
- Contact Center Test Group Is One of Three Key Business Units In New Empirix Structure.
- Avtex, Leading Contact Center Solution Provider, Expands to Cincinnati with Acquisition of...
- Avaya's New Multimedia Contact Center Features Real-Time Data Collection and Reporting...
- USING SKILLS-BASED ROUTING TO THE ADVANTAGE OF YOUR CONTACT CENTER.
- Your competition is only a click away! Ensuring the quality of your multimedia contact...
- IEX Enables Multimedia Contact Centers with TotalViewVersion 3.
- Multichannel customer contact centers: The house that customers built; When the telecom...
This overview describes the technology components that you will need -- and may want -- in order to set up your own call center.
Business Editors/High-Tech Writers RICHMOND, Va.--(BUSINESS WIRE)--April 20, 2004 AMC Technology, L.L.C., a provider of multi-channel interaction management solutions for contact centers, today announced Samsung Electronics ......
The goal of sales force automation (SFA) is to streamline the entire sales process in order to make businesses more efficient, to improve customer interactions, ......
Business Editors and High-Tech Writers Call Center 2000 SAN JOSE, Calif.--(BUSINESS WIRE)--Jan. 25, 2000 Cisco Systems Inc. Tuesday introduced the latest version of its Java ......
HEADNOTE We can build them; we have the technology. The bigger issue is in supporting a multimedia contact center. When it comes to online customer ......
Business Editors/High-Tech Writers PALO ALTO, Calif.--(BUSINESS WIRE)--Oct. 21, 2003 Vendors offering multimedia contact center solutions in North America are increasingly offering integrated eService suites by ......
PRODUCT REVIEW It still may be some time before we have fully-integrated Web/call centers, but increasingly, enterprises are seeking to add Web components to their ......
Mitel Networks has announced the further enhancement of its Mitel Networks 6110 Contact Center Management (CCM) Solution with the general availability of release 4.0, The ......
Business/Technology Editors WALTHAM, Mass.--(BUSINESS WIRE)--Jan. 16, 2001 Contact Center Test Group Delivers Multi-media Testing and Monitoring Solutions to Growing List of Major Call Center Clients ......
MINNEAPOLIS -- In a move that merges two leaders in call center and IP telephony solutions, Avtex, Inc. of Minneapolis, MN has acquired Interactive ......
Business Editors/High-Tech Writers MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Aug. 27, 2002 Avaya Operational Analyst 6.0 Reaches Scalability Goals Using TimesTen's Real-Time Event Processing System TimesTen, Inc. today ......
The case for skills-based call routing has been made. In today's competitive environment, contact centers must provide better service with fewer people. They have met ......
Today there are many ways to research, review and purchase products, as well as seek support and service once the initial sale takes place. How ......
Business Editors/High Tech Writers RICHARDSON, Texas--(BUSINESS WIRE)--Aug. 1, 2000 Workforce Management Solution Includes New Multimedia Capabilities IEX, a Tekelec company (Nasdaq: TKLC) and a leading ......
Among the survivors will be companies that have implemented a customer relationship management (CRM) strategy: a flexible system that lets companies assess each customer's value ......
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- PhoenixCTI, Inc. the Vendor of Choice for World's Largest Escorted Travel Company; Group Voyagers, Inc. Looks to PhoenixCTI for World-Class Call Center and CRM Solution.
