WHITE PAPER - This document describes how Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  CRM | CRM Best Practices | CRM Services | Customer Data Management | Customer Data Management Software | Hardware | IVR | Marketing | SIP

WHITE PAPER - As customer care spans multiple modalities requiring real-time responses, "analytics" has become an all-purpose word that embraces monitoring and recording.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Analytic Applications Software | Business Management | Customer Data Management | Customer Service | Dashboards | IVR | VoIP

WHITE PAPER - On top of the new business communication capabilities that are possible with unified communications (UC), new challenges await the IT department in how to deploy and manage this integrated platform.
Posted: November 13, 2008 | Published: November 13, 2008


Topics:  IVR | LAN | ROI | Security | Unified Messaging | Unified Messaging Systems | Vendors | WAN

WHITE PAPER - This paper explores the various ways that today's organizations are automating the interaction between CRM and IVR applications to increase customer loyalty and retention as well as maximize efficiency and productivity of service and sales functions.
Posted: October 29, 2008 | Published: October 29, 2008


Topics:  CRM | Customer Loyalty | Data Quality | Databases | IVR | Marketing | Productivity | Sales

WHITE PAPER - This paper highlights five simple strategies any organization should consider to cost-effectively increase the level of service of their support lines.
Posted: October 29, 2008 | Published: October 29, 2008


Topics:  Call Centers | CRM | Databases | Hardware | IVR | Productivity | Software

WEBCAST - Attend this webcast to learn how with Inbound and Outbound Interactive Voice Response (IVR) solutions, Angel.com combines the power of the telephone, your data and the web to generate information-driven communications and transactions.
Posted: October 29, 2008 | Premiered: October 29, 2008


Topics:  Business Intelligence | Communications Software | Communications Systems | Customer Interaction Services | Customer Service | IVR | Productivity | Telephony Services

WHITE PAPER - This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
Posted: September 4, 2008 | Published: September 4, 2008


Topics:  Communications Systems | Contact Centers | Customer Service | Hardware | Instant Messaging | IVR | SIP | SMS

WHITE PAPER - This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low – even when everyone is tightening their budgets.
Posted: August 22, 2008 | Published: August 22, 2008


Topics:  Brand Loyalty | Budgeting | Contact Centers | Cost Benefit Analysis | Customer Loyalty | IVR | Web Conferencing Services

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 - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: May 19, 2008 | Published: May 1, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Workforce Management Software | Contact Management | CTI (Computer Telephony Integration) | Data Services | GPRS | Human Resource Systems | Interactive Voice Response | IVR | ROI | Workforce Management Software

PRODUCT OVERVIEW - IVR-Results systems allow people to communicate with computers through telephones, there by opening up almost limitless opportunities for new and enhanced customer service.
Posted: May 19, 2004 | Published: May 19, 2004


Topics:  Call Center Software | IVR

BROCHURE - VoiceGenie provides corporate enterprises and call centers with a wide range of end-to-end solutions comprised of flexible platforms, tools, and industry-proven packaged.
Posted: May 18, 2004 | Published: May 1, 2004


Topics:  CTI (Computer Telephony Integration) | IVR | Self-Service Applications Software | Software Development Tools | Text-to-Speech Software | Voice Recognition Software | VoiceXML

DATA SHEET - NeXusPoint™ is an open, standards-based VoiceXML framework for the development and deployment of on-premise or hosted speech and touch-tone services.
Posted: May 18, 2004 | Published: May 18, 2004


Topics:  CTI (Computer Telephony Integration) | IVR | Self-Service Applications Software | Software Development Tools | Text-to-Speech Software | Voice Recognition Software | VoiceXML

DATA SHEET - NeXusPoint™ Technical Specifications include: Advanced Call Control, recognition from recordings, saved utterances, outbound calling, advanced audio playback, external eventing interface, and more.
Posted: May 18, 2004 | Published: May 18, 2004


Topics:  CTI (Computer Telephony Integration) | IVR | Software Development Tools | Text-to-Speech Software | Voice Recognition Software | VoiceXML

DATA SHEET - GenieBuilder™ provides a full set of tools to help developers quickly build consistent, high quality speech applications as well as a robust framework to create, deploy, and manage the full lifecycle of large multi-application speech projects.
Posted: May 18, 2004 | Published: May 18, 2004


Topics:  Application Deployment | GUI | IVR | Software Development Tools | VoiceXML