Contact Management

EGUIDE: Overhaul of legacy contact center technology is often extremely costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center technology, making the business case for an overhaul, and important change management considerations.

Posted: 10 May 2013 | Published: 10 May 2013

WHITE PAPER: This resource examines the crucial role that content management systems (CMSs) play in delivering a personalized customer experience, and outlines key factors that your organization should consider in order to make the CMS selection process a success.

Posted: 02 May 2013 | Published: 31 Dec 2012

WHITE PAPER: Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.

Posted: 04 Apr 2013 | Published: 04 Apr 2013

WHITE PAPER: Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.

Posted: 28 Jan 2013 | Published: 28 Jan 2013

WHITE PAPER: This white paper discusses the benefits of detecting multiple contact records and preventing future duplication.

Posted: 27 Nov 2012 | Published: 27 Nov 2012

WHITE PAPER: Read this white paper to learn about one option that can help your business maintain the quality and durability of your contact information over time.

Posted: 27 Nov 2012 | Published: 27 Nov 2012

IT BRIEFING: There is a growing recognition that rather than being a distraction or a time drain, social tools could hold the key to a more productive way of doing business, this report from Google argues.

Posted: 21 May 2012 | Published: 21 May 2012

WEBCAST: This webcast is filled with helpful information on improving your records management strategy and why doing so can be of immense benefit to your business.

Posted: 04 Apr 2012 | Premiered: Apr 4, 2012

PRESENTATION TRANSCRIPT: This presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.

Posted: 29 Oct 2012 | Published: 29 Oct 2012

PRESENTATION TRANSCRIPT: Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.

Posted: 15 Aug 2012 | Published: 15 Aug 2012

WHITE PAPER: In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.

Posted: 08 Jun 2012 | Published: 30 Jun 2010

WHITE PAPER: Learn how to help your organization position themselves for success with electronic forms and process automation.

Posted: 04 Oct 2011 | Published: 04 Oct 2011

EGUIDE: This e-guide gives more insight to the document capture process and the new capabilities in document capture software.

Posted: 29 Sep 2011 | Published: 29 Sep 2011

WHITE PAPER: This paper explores the strategies needed to capture and transform all incoming documents, including mailroom paper, fazes, electronic forms, and electronic data interchange (EDI).

Posted: 27 Sep 2011 | Published: 27 Sep 2011

EBOOK: An eBook to effectively implementing SharePoint with your organization's collaboration technology.

Posted: 12 Sep 2011 | Published: 12 Sep 2011

PRESENTATION TRANSCRIPT: Join SharePoint MVPs Dan Holme and Randy Williams for a balanced, intelligent, detailed examination of the technologies and issues surrounding BLOB externalization.

Posted: 18 Aug 2011 | Published: 09 Aug 2011

PRODUCT REVIEW: MierConsulting engineers conducted an hands-on, comparative review of three leading contact center packages, focusing on these products' multimedia, mixed voice and text-based contacts - capabilities.

Posted: 15 Jun 2011 | Published: 15 Jun 2011

WHITE PAPER: This white paper outlines five things you need to know before developing an email management solution. It also seeks to dispel myths about SharePoint and Exchange.

Posted: 18 May 2011 | Published: 18 May 2011

CASE STUDY: Avon employs more than 5 million independent representatives - all of whom must receive in-depth, up-to-date training to ensure Avon’s continued success as the largest direct marketer on the planet. So when Avon sought to makeover its training program, it chose to go the SaaS route in order to implement it quickly with minimal support requirements.

Posted: 18 Mar 2011 | Published: 18 Mar 2011

EBOOK: Unified Communications and the contact center were once perceived as different, but these two business functions and technologies are linked. Today's IT and contact center architects can leverage UC applications capabilities and integrate Session Initiation Protocol (SIP) and SIP trunking to create more proactive and reactive customer service.

Posted: 14 Dec 2010 | Published: 14 Dec 2010

WHITE PAPER: The Total Data Quality Integration Toolkit is an affordable, full-featured enterprise data integration platform and rich development environment for creating and managing data assets that can be leveraged specifically for MDM applications. TDQ-IT leverages SSIS to provide a flexible, effective solution for data quality and MDM initiatives.

Posted: 20 Apr 2010 | Published: 20 Apr 2010

WHITE PAPER: Melissa Data’s WebSmart Services can handle your data quality needs. Ensure that your contact data, including addresses, names, phone numbers, and emails are valid, and use existing data to append additional information to enhance initiatives. The WebSmart services can be integrated into the business chain to ensure the integrity of your database.

Posted: 20 Apr 2010 | Published: 20 Apr 2010

WHITE PAPER: This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.

Posted: 25 Mar 2008 | Published: 01 Jan 2007

WHITE PAPER: Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.

Posted: 24 Mar 2008 | Published: 01 Mar 2008

WHITE PAPER: This white paper discusses the advantages and benefits of implementing a distributed scanning and capture solution. Learn how to improve document management and better meet compliance requirements.

Posted: 10 Sep 2007 | Published: 01 Jan 2006