call centers

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Published By: Broadsoft     Published Date: May 25, 2017
There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally.
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Broadsoft
Published By: Cisco     Published Date: Feb 12, 2016
Video collaboration opens up opportunities for greater interaction and innovation, regardless of industry. Everyone benefits. For example, in healthcare, video is dramatically changing the way institutions interact with customers and professionals. In recent years, a number of hospitals across the United States have been subscribing to video and voice call centers that enable them to share language interpretation services, psychiatric care services and other developing capabilities. In the process, video collaboration is affecting business outcomes, changing business processes and helping healthcare facilities achieve scale, cost and efficiency not seen before.
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industry innovation, business practices, best practices, video collaboration
    
Cisco
Published By: Akamai Technologies     Published Date: Aug 17, 2017
The cloud is a network of servers housing data, software, and services. Cloud services are commonly accessed via the Internet, instead of locally in a data center. Businesses are increasingly relying on the cloud for cybersecurity for two key reasons: 1. Due to a changing threat landscape, there’s a need for more scale, accuracy, experience, and collective intelligence. These resources are out of reach internally for most organizations. 2. There are fundamental limits with on-premises hardware mitigation appliances and enterprise data centers for Distributed Denial of Service (DDoS) and web attack protection.
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cloud security, scale, data center, ddos
    
Akamai Technologies
Published By: Juniper APAC DWA Cloud Leads July 2017     Published Date: Oct 25, 2017
The broad adoption of the next generation of cloud, mobile, M2M, and big data applications is having profound impacts on IT and network infrastructures. Compared to traditional applications, these applications have much shorter life cycles. You must be able to spin them up, spin them down, and grow and shrink them on demand. Furthermore, you must be able to move these application workloads within a data center or across geographically distributed data centers, resulting in increased management complexities.
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data management, data system, business development, software integration, resource planning, enterprise management, data collection
    
Juniper APAC DWA Cloud Leads July 2017
Published By: Adobe     Published Date: Jul 04, 2016
The multichannel campaign management (MCCM) market comprises vendors that seek to orchestrate company communications and marketing offers to customer segments across channels, such as websites, mobile, social, direct mail, call centers and email.
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multichannel campaign management, campaign management, mccm, digital marketing
    
Adobe
Published By: Evariant     Published Date: Apr 03, 2017
Health systems must capitalize on every patient and consumer interaction—from fielding the first inquiry to actively supporting proactive health, ongoing care, and recovery—to achieve a “trusted provider” status in the eyes of consumers and patients. Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands. Download your free copy of this eBook to learn why sophisticated health systems are transforming yesterday’s call center into tomorrow’s engagement center.
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patient engagement, call center, improved care continum
    
Evariant
Published By: RelayHealth     Published Date: Apr 01, 2013
Many hospitals are implementing patient engagement strategies to help improve care outcomes and engaging financially with patients can also yield significant benefits for patients and providers. Financial patient engagement includes educating and communicating with patients at every point in the revenue cycle – pre-service, point of service and post-service – to facilitate higher collections and help improve patient satisfaction. Because these points in the revenue cycle stretch across many departments such as patient access, financial services, call centers and third-party collection agencies, a single, integrated solution that connects all parties involved and provides comprehensive data is critical.
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healthcare, patient engagement, financial, collection, revenue, revenue cycle management, patient satisfaction
    
RelayHealth
Published By: IBM     Published Date: Jul 26, 2017
While there has been improvement in the amount of time an attacker spends in a network before detection — decreasing from years to days in many cases — the ongoing delay illustrates just how elusive attackers still are compared to an organization's ability to detect a problem. IDC believes that actionable threat intelligence is going to be a significant factor in improving this metric. Threat intelligence has historically been seen as a complex set of activities reserved for security operations centers (SOCs) and advanced security analysts. The tools to collect and apply threat intelligence have generally not existed commercially and the ability to integrate threat intelligence into the traditional security workflow has not been available. Over the last few years, threat intelligence has been growing in importance within the security workflow.
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data security, threat intelligence, security operations, advanced security analysts
    
IBM
Published By: Genesys     Published Date: Jul 24, 2017
Read this eBook. It deep dives into the top 10 myths of omnichannel customer engagement.
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customer engagement, call centers, contact center, omnichannel, customer engagement
    
Genesys
Published By: Commvault ABM Oct     Published Date: Nov 13, 2017
It appears that agility and efficiency are coveted by basically everyone involved in protecting and managing data- especially those people struggling to simultaneously keep up with sprawl and meet ever-heightening expectations. One answer to these storage-related challenges centers on introducing a software-defined layer that abstracts and normalizes underlying storage repositories while still enabling already-deployed best of breed componentry to do what it does best.
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data protection, scaling, recovery capabilities, enterprise management, storage, organization, commvault
    
Commvault ABM Oct
Published By: Genesys     Published Date: Jun 10, 2013
SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs.
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session initiation protocol, sip, acd automatic call distribution, contact centers, voice, technology, customer service, solution
    
Genesys
Published By: Red Hat     Published Date: Sep 25, 2014
Today’s mega IT trends – cloud computing, big data, mobile and social media –have dramatically altered how enterprises work, requiring datacenters to find new, more flexible and cost effective ways to meet computing demands. For most datacenters, the path toward tomorrow's compute paradigm mandates an investment in standardization and consolidation as well as a more robust adoption of enterprise virtualization software, along with cloud system software to extend that virtualized infrastructure into a true private cloud environment. Linux has emerged as one of the key elements to a modernization program for a datacenter.
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datacenter, modernization, enterprise virtualization, infrastructure, private cloud enviornment
    
Red Hat
Published By: Equinix     Published Date: Oct 27, 2014
Connections are great. Having a network to connect to is even better. Humans have been connecting, in one form or another, throughout history. Our cities were born from the drive to move closer to each other so that we might connect. And while the need to connect hasn’t changed, the way we do it definitely has. Nowhere is this evolution more apparent than in business. In today’s landscape, business is more virtual, geographically dispersed and mobile than ever, with companies building new data centers and clustering servers in separate locations.
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data center, enterprise, cloud, experience, hybrid, performance, strategy, interconnectivity, network, drive, evolution, landscape, server, mobile, technology, globalization, stem, hyperdigitization, consumer
    
Equinix
Published By: VMware Dell     Published Date: Jul 02, 2008
In this case study, you'll discover the tangible benefits to IRMC when they used VMware Virtual Desktop Infrastructure to virtualize their call center operations and support multiple call centers from a central data center. Their IT staff achieved increased flexibility, faster provisioning, redeployed IT staff, reduced IT costs, and improved competitiveness. Finally, review a detailed financial analysis to back up IRMC's 73% annual ROI, and see how they saved.
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call center, vmware, virtual, virtualization, virtual machine, callcenter, it savings, cost savings, flexibility
    
VMware Dell
Published By: OpenText     Published Date: Sep 27, 2017
Manufacturing has changed dramatically over the last decade. Developments in IT and the internet have enabled companies to transform from regional manufacturers into global, connected enterprises that provide better products at lower costs. These products are designed and engineered by collaborative teams in design centers around the world to take advantage of unique talent pools.
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opentext, manufacturing, digital, operational costs
    
OpenText
Published By: F5 Networks Inc     Published Date: Sep 05, 2012
Private cloud-as an approach to IT operations-calls for organizations to transform their data centers, including the network. Using strategic points of control to aggregate and dynamically provision IT resources can help organizations meet network-related challenges and move past the hype to successfully build, deploy, and secure private clouds.
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cloud, cloud computing, technology, operations, data center, network
    
F5 Networks Inc
Published By: Concur Technologies     Published Date: Oct 01, 2015
Founded in 1968, Nashville-based HCA is the largest hospital system in the world, with 165 locally managed hospitals and 115 freestanding surgery centers in 20 states, China and England. Since its inception, HCA’s focus has always been centered on patient care, with an ongoing mission to deliver high-quality, cost-e?ective healthcare in the communities it serves.
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travel and expense processing, patient care, high-quality cost-effective healthcare
    
Concur Technologies
Published By: Business.com     Published Date: Oct 09, 2012
A business call center is no longer a grouping of agents with a telephone and list of phone numbers. Call centers have evolved in to the forefront of many business' revenue-generating activities.
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call center software, telecom, software, information management, data
    
Business.com
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That’s the conclusion of this 2016 survey by 8x8 and the Contact Center Network Group (CCNG) of 154 contact center professionals in the U.S. and UK. The November 2016 survey results uncover a range of trends and opportunities that highlight the importance of analytics, the increase in remote working, and the integration of more non-voice channels into the contact center. Download this complimentary report to learn: Major business drivers that are leading contact centers to cloud Surprising top method for measuring and improving agent performance Concerns and obstacles around moving to the cloud Increased prevalence of remote working and key challenges reported The most popular non-voice channels contact center managers would like to incorporate
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cloud contact center, ccng, analytics. remote working, non-voice channels
    
8x8 Inc.
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.
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Interactive Intelligence
Published By: VMTurbo     Published Date: Apr 11, 2013
VMTurbo is the only vendor that provides a closed-loop management system capable of holistically assuring workload QoS while maximizing infrastructure efficiency. Our solution continuously identifies inefficiencies, resource contention and bottlenecks in the system and is able to determine—and automate—the necessary actions that control the environment in the optimal operating zone. It changes the economics of managing virtualized data centers and delivers operational savings and productivity gains across the organization. And, it is a better approach to IT operations management in today’s virtualized data center.
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operations, management, key points, vmturbo, maximize, infrastructure, resource, efficiency, solution, data
    
VMTurbo
Published By: Equinix     Published Date: Mar 26, 2015
Connections are great. Having a network to connect to is even better. Humans have been connecting, in one form or another, throughout history. Our cities were born from the drive to move closer to each other so that we might connect. And while the need to connect hasn’t changed, the way we do it definitely has. Nowhere is this evolution more apparent than in business. In today’s landscape, business is more virtual, geographically dispersed and mobile than ever, with companies building new data centers and clustering servers in separate locations. The challenge is that companies vary hugely in scale, scope and direction. Many are doing things not even imagined two decades ago, yet all of them rely on the ability to connect, manage and distribute large stores of data. The next wave of innovation relies on the ability to do this dynamically.
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data center, interconnectivity, mobile, server clusters, innovation, data storage
    
Equinix
Published By: Equinix     Published Date: Mar 26, 2015
A leading U.S.-based financial services firm was faced with the growing challenge of providing consistent application performance to a vast employee base and nationwide network of partners. The company turned to Equinix to help redesign its network, both to improve performance and prepare for a move to a cloud-enabled environment. Equinix worked with the firm to deploy bi-coastal Equinix Performance Hubs, extension nodes of the company’s existing network placed in strategically located Equinix International Business Exchange (IBX) data centers. A Performance Hub moves services closer to end users and provides direct access to networks and cloud providers. By deploying Performance Hubs, the customer created a high-performance services platform for its business. The result was a dramatic decrease in network latency, improvements in application performance and an enhanced user experience.
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financial services, cloud-enabled environment, cloud providers, network latency, application performance, enhanced user experience
    
Equinix
Published By: LiveOps     Published Date: Aug 03, 2012
This paper will first discuss the impact of cloud computing, consumerization of IT, and the emergence of social media in driving the transition from traditional on-premises call centers to a superior model, the cloud contact center.
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cloud computing, consumerization of it, consumerization, on-premises call centers, cloud contact center, contact center operations, functionality, cloud-based customer service, mirgation, social media, crm, customer relations management, availability, innovation, scalability, security, self-service, staffing, workforce
    
LiveOps
Published By: IEX     Published Date: May 27, 2008
Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices.
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call center management, customer service, workforce management, contact management, iex, contact center, call center
    
IEX
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