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Jul 6, 2008

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Contact Centers
ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, and Web-enabled Call Centers DEFINITION: A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer … Definition continues below.

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Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line sponsored by Avaya Inc. WHITE PAPER: Posted: 20 Jun 2008 \| Published: 01 Feb 2005 SUMMARY: This white paper provides the three best practices for today's profitable contact centers. TOPICS: Best Practices \| Contact Centers \| Customer Self-Service

Essential Manager's Guide: Intelligent Communications sponsored by Avaya Inc. WHITE PAPER: Posted: 09 Jun 2008 \| Published: 05 Jun 2008 SUMMARY: Custom publication book leveraging the DK Brand - Essential Managers; thought leadership addressing business needs and value of Intelligent communications. TOPICS: Business Processes \| Contact Centers \| Customer Satisfaction \| Customer Service \| IP Telephony \| SIP

Smooth Sailing - Best Practices for Implementing an IP Contact Center WP sponsored by Avaya Inc. WHITE PAPER: Posted: 09 Jun 2008 \| Published: 01 Oct 2006 SUMMARY: IP Telephony is proving itself as architecture that is flexible and cost effective for the contact center. TOPICS: Best Practices \| Contact Centers \| IP Telephony \| Network Management \| Productivity \| Security \| VoIP

The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service sponsored by Genesys WHITE PAPER: Posted: 03 Jun 2008 \| Published: 01 Apr 2008 SUMMARY: This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage. TOPICS: Contact Centers \| Customer Satisfaction \| Customer Service \| IVR \| ROI \| TCO

Implementing a Telecommuting Program sponsored by Avaya Inc. WHITE PAPER: Posted: 02 Jun 2008 \| Published: 01 Jan 2008 SUMMARY: This paper examines the implementation of telecommuting capabilities, from an operations management perspective. TOPICS: Authentication \| Business Processes \| Contact Centers \| Security \| Training

Go Green with Home Agents sponsored by Avaya Inc. WHITE PAPER: Posted: 02 Jun 2008 \| Published: 01 Mar 2008 SUMMARY: This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. TOPICS: Contact Centers \| Customer Service \| Telecommunications Systems

Best Practices for Home Agents sponsored by Avaya Inc. WHITE PAPER: Posted: 02 Jun 2008 \| Published: 01 Feb 2008 SUMMARY: The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business -- those are more general topics than that of home agents. TOPICS: Best Practices \| Business Continuity Planning \| Contact Centers \| Help Desks \| Security \| VoIP

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations sponsored by CosmoCom, Inc. WHITE PAPER: Posted: 27 May 2008 \| Published: 01 Jan 2008 SUMMARY: This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. 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

Salesforce.com™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the Salesforce.com CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from... TOPICS: Contact Centers \| CRM \| Customer Service \| Integration

SAP™ CRM Integration into the Contact Center sponsored by AMC Technology WHITE PAPER: Posted: 09 May 2008 \| Published: 01 May 2008 SUMMARY: This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. TOPICS: Application Integration \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| Marketing \| Sales \| SAP (Product) \| User Experience

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CONTACT CENTERS DEFINITION (continued): … contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management (CRM).

A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center …
Contact Centers definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary

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