Newsletter Articles
5 Best Practices for Contact Centers
Article contributed by: Datel and featured in the Apr. Partner Roundup.
After a recent survey of Contact Center Managers, DATEL Software Solutions has found some of the most common challenges they faced and what tools they used to overcome these problems. Here’s what they found: 1) Customer Disputes - One of the most common issues that contact centers face are handling customer disputes over the content of a telephone conversation with a representative. Several managers decided to use voice recording to play back calls and listen in on what information actually was provided. Others are able to look up information in call history records using…
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Voicemail Access for the Hearing-Impaired
Article contributed by: Mutare Software and featured in the Apr. Partner Roundup.
Originally developed as a productivity-enhancing tool for voicemail management in the enterprise, Mutare’s giSTT speech to text application has found a grateful following among those who, until now, were unable to utilize voicemail because of hearing impairments. giSTT automatically delivers a text transcription of voicemail messages to users’ email inboxes, mobile device or IM so they can read, rather than listen to, the content of the message. To the average user, that translates to hours of time saved in voicemail management and response. But to the hearing impaired, it means equal…
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Business Intelligence: Is Your Call Center All That it Can Be?
Article contributed by: Zeacom and featured in the Apr. Partner Roundup.
If one were to compare the call center to a food, a pie would be a fitting representation. If the pie’s crust exterior were to represent the one-on-one interaction between caller and agent, the pie’s contents would be the data and issues occurring during these conversations. All dessert lovers out there know it’s the filling that determines how delicious and satiating the pie will be. This holds true for the call center, as deeper analysis of the data produced from scenarios in which an agent is dealing with a customer – otherwise called business intelligence -- can gauge…
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An Explanation of ELIN’s and ERL’s: How Should You Organize Telephone Users in VoIP Environment
Article contributed by: 911 ETC and featured in the Apr. Partner Roundup.
Is your organization in the midst of planning for VoIP? One of the most important things to consider while you’re still in the planning stage is how to properly set up the network for E911. An Emergency Location Identification Number, or ELIN (known as ELE in an Avaya environment) is a designated number that represents one or more telephone endpoints in order to locate an individual who has dialed 911 from a Multi-Line Telephone System (MLTS). This single ELIN can represent several endpoints, especially if there are many within an open office space and few obstructions. The geographical area…
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Demand for real-time collaboration fuels rapid growth in web conferencing market
Article contributed by: Jabra and featured in the Apr. Partner Roundup.
Web conferencing - allowing people to hold real-time synchronous meetings and conferences over the web - continues to grow at a healthy pace, fueled by the rising need for real-time user collaboration, a recent Frost & Sullivan analysis of the global web conferencing market states. Total market revenues reached $1.50 billion in 2010, growing at 10.8 percent. However, revenue growth is slowing down due to increased market maturity and the impact of declining prices. While the overall web conferencing market is being rapidly adopted in all regions, growth in Asia Pacific at 18.5 percent far exceeded…
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