Automatic Call Distribution ACD Software, Hardware, Services and Research Papers

Supply Chain Management

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Implementing a Telecommuting Program by Avaya, Inc

June 2008 - (Free Research) This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.

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Go Green and Increase Profitability with Virtual Contact Centers by Avaya, Inc

June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.

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Roadmap for Implementing a Multi-Site IP Contact Center by Avaya, Inc

May 2008 - (Free Research) This white paper discusses the challenges surrounding implementing a multi-site contact center and a solution that can assist you in making a smooth transition.

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IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya, Inc

July 2008 - (Free Research) This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.

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Astute Solutions and AberdeenGroup Benchmark Report: The Multi-Channel Call Center Agent - Reality or Myth? by Astute Solutions (E-mail this company)

July 2007 - (Free Research) The traditional call center supports four separate channels; web self-service, email, chat and voice. Aberdeen research shows that companies evaluating methods to reduce costs recognized the efficiencies of utilizing a single agent across all of the traditional channels.

(ANALYST REPORT)

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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys Co.

June 2008 - (Free Research) 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.

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