WHITE PAPER - Oracle Business Intelligence (BI) Applications are complete, prebuilt BI solutions that deliver intuitive, role-based intelligence for everyone in an organization--from front line employees to senior management.
Posted: August 7, 2008 | Published: March 1, 2007


Topics:  Business Intelligence | Contact Center Management | Customer Service | Oracle (Product) | Order Management Systems

WHITE PAPER - This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: June 3, 2008 | Published: January 1, 2006


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Predictive Performance Management | Real-time Analytical Software | ROI | User Experience

WHITE PAPER - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
Posted: June 3, 2008 | Published: April 1, 2008


Topics:  Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Customer Service Best Practices | IVR | ROI | Voice Recognition | VoiceXML | VoIP

CASE STUDY - A CosmoCom Consolidation 2.0 solution case study: The VisitBritain contact center, a globally distributed Virtual Contact Center with many individual sites.
Posted: May 27, 2008 | Published: January 1, 2007


Topics:  Call Center Management | Contact Center Management | Customer Service | Help Desk Management | Telecommunications Industry | Tourism Industry | Web Content Management

CASE STUDY - Case Study: For a hosted IP based callcenter system, Samsung found the solution it needed from Orange Business Services, built on the CosmoCall Universe platform.
Posted: May 27, 2008 | Published: January 1, 2007


Topics:  Call Centers | Contact Center Management | CRM | Customers | Enterprise

WHITE PAPER - This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: May 27, 2008 | Published: January 1, 2008


Topics:  Automatic Call Distribution Systems | Best Practices | Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Outsourcing | Unified Messaging

WHITE PAPER - In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
Posted: May 20, 2008 | Published: May 19, 2008


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Management Software | CRM | Workforce

PODCAST - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: May 5, 2008 | Premiered: May 5, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Interaction Services | Customer Satisfaction | Real-time Analytical Software | Sales

WEBCAST - In this webcast from Numara Software industry leaders will teach you how to be sure that your support structure is running effectively. It will discuss and present solutions for all major issues that support centers encounter.
Posted: April 9, 2008 | Premiered: January 1, 2004


Topics:  Best Practices | Change Management | CMDB | Configuration Management | Contact Center Management | Infrastructure Management | IT Asset Management | IT Asset Management Software | Webcasts

WHITE PAPER - This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
Posted: February 8, 2008 | Published: February 8, 2008


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Centers | CRM | Customer Loyalty | High Availability | Software Selection | TCO | User Experience

WHITE PAPER - Computer telephony integration (CTI) enabled contact centers realize immense cost savings, increased reliability and improved performance. Learn how an on-demand solution can simplify your organization???s contact center technology.
Posted: September 26, 2007 | Published: August 1, 2006


Topics:  Business Performance Management | Contact Center Management | Contact Center Software | Contact Centers | CRM Hosting | CTI (Computer Telephony Integration) | Oracle (Product) | Outsourcing | ROI

WHITE PAPER - Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.
Posted: November 15, 2006 | Published: November 1, 2006


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Centers | CRM | Customer Service | Sales Information Systems | SOA