Read the results of the 3rd Annual Contact Center Satisfaction Index (CCSI) as we examine the success and shortcomings of contact centers to reveal what actually affects customer satisfaction, loyalty, and behavior right now.
This discusses the measured affects of the immediate challenges facing contact centers, including CSR performance, problem resolution and off-shoring. The 2009 CCSI measures customer satisfaction across several industries: retail, insurance, banking, credit unions, cable and satellite TV, cell phone service, personal computer, hotel and government. Download today!!

Review the results of CFI Group’s RetailMonitor survey as they examine Retail customer satisfaction. CFI Group surveyed over 1,000 consumers from a nationally representative online panel who had shopped within the past 90 days from at least one of the ten leading apparel retailers. The data was collected in November of 2008, a critical period when retail sales and consumer confidence began to sink precipitously. Download this paper today to learn how retailers can determine the most effective allocation of resources for performance improvement that delivers maximum Returns on Investment.

Is your investment in quality monitoring paying off through higher levels of customer satisfaction? This ICMI whitepaper discusses how you can increase customer satisfaction — and the center’s strategic value — by
fine-tuning contact center quality monitoring processes.

• Learn how to optimize costs by focusing quality measures on factors you know will have positive results

• Identify steps to increase customer satisfaction by sharpening analysis of satisfiers and dissatisfiers

• Discover how to enhance your contact center’s strategic value to the organization

Carriers and Service Providers frequently leverage Voice over IP to reduce costs and expand their addressable markets. This paper examines many commonly used architectures and deployment models, leveraging AudioCodes CPE and Networking products to achieve flexibility, reliability and savings.

Learn how telecomm providers can deliver optimal service quality

Telecommunications services are becoming more and more complex. They now run over virtual network paths, less constrained by individual pieces of hardware. Get this white paper and see how service quality management solutions from IBM can improve the customer experience.

Improve operational efficiencies with next-gen networks and services

There has never been a better time for service providers to streamline operations, improve responsiveness and reduce costs. Find out in this white paper how all three can be accomplished with IBM Tivoli® Netcool® solutions. Also discover methods to boost efficiency and minimize expenditures.

Interactive, automated communications have become the standard for many organizations seeking to eliminate unproductive calls that consume costly agent and outsourcing resources. This white paper explores the potential benefits and strategies for using automated communications as a complement to outsourcing in collections and loyalty.

Costs associated with deploying, maintaining and supporting WAN infrastructure for reliable application delivery can be dramatically reduced. Specialized WAN Optimization Controllers with link aggregation, load balancing and failover are here to help. Today, applications delivered over the Internet are commonplace even among small-to-medium sized enterprises. While deploying applications over the Internet is becoming easier, there are still many concerns about ensuring reliability, performance and security when applications go across the wide area network (WAN). In many respects, today’s WAN networks are similar to the “Wild-west” in the United States in the 1800’s - mail delivery was slow at best, not very secure, and there were risks around every corner. For the IT personnel responsible for deploying, maintaining and supporting these networked applications, there is an increasing requirement to get the highest performance out of network equipment, while simplifying the complexity that causes excess overhead and unnecessary costs.

This white paper shows how to deal with poorly performing and failing network links that cause organizations to pay dearly each year. Without the proper controls, these issues will continue to lead to loss of business/revenue and declining customer satisfaction. The resulting consequences are unacceptable when you consider it costs ten times more to acquire a new customer than it does to keep a current one. However, there is hope. WAN Optimization Controllers that offer WAN link aggregation, load balancing and failover, provide a fast, easy and affordable solution to these challenges.

Creating a network that supports disaster recovery plans to keep users connected to critical applications is the key to leveraging the full power of the Internet for business continuity and transaction completion in the face of a disaster. Business continuity is the plan and preventative mechanisms that help businesses remain up and running in the event of a disaster to ensure that critical business functions will be available to customers, suppliers, regulators, and other entities that must have access to those functions. Incidents may include local events such as building fires, regional events such as earthquakes, or national events. From a network technology standpoint, business continuity can be affected by network connectivity failing, or a WAN link being congested or bottlenecked, which may limit business functions.

This white paper describes how small-to-medium sized enterprises can use advanced, yet affordable WAN link optimization solutions to leverage the benefits of multiple sites, while maintaining high-performance and reliability for applications delivered across all sites. It will also show how to use WAN link controllers to manage, load balance and deliver failover of multiple WAN and ISP links to ensure site–to-site network connectivity, and deliver applications reliability.

VPNs are invaluable network links that allow external employees, road warriors, customers and partners to access your network. While VPNs provide for network security and protection of applications going over the Internet, they typically offer no ability to ensure VPN uptime, as these systems are vulnerable to WAN bottleneck and service provider outages.

WAN link controllers ensure VPN reliability and performance by combining two or more VPN tunnels to improve site-to-site performance, and ensure automated failover in the event of a network outage. They can be an affordable solution that enables organizations with multiple locations to have automatic link failover between WAN link connections to provide VPN networks with redundancy, and failover to ensure availability and high-performance.

This white paper shows how WAN link controllers can enable VPN redundancy and failover to deliver reliable VPN connectivity and consistent performance for critical applications.

Today’s small-to-medium sized enterprises (SME) are undergoing the same IT evolution as their large enterprise counterparts, only on a smaller scale. For SMEs, WAN reliability, flexible scalability, performance and ease of management are as essential to their WAN infrastructure as they are to a large enterprise. SMEs are able to achieve efficiencies and competitive advantages through the adoption of affordable, yet feature-rich WAN optimization technologies. On the other hand, without suitable technology, they will be competitively disadvantaged. Therefore, choosing the appropriate WAN optimization solution is critical to ensure efficient WAN infrastructure to meet today’s requirements, while ensuring the right path for tomorrow’s business needs.

This white paper shows how SMEs can achieve efficiencies and competitive advantages through the adoption of affordable, yet feature-rich WAN optimization technologies.

SIP deployments are continuing to increase, while due to their mission-critical nature, availability, scalability and security requirements have likewise become essential for their deployment. This advancement has resulted in the need for SIP-enabled WAN link controllers that can accommodate carrier-grade operational requirements within a single, purpose- built device. Using a SIP-enabled WAN link controller that functions as a NAT device, SIP Proxy and SIP registrar within the network will ensure SIP service availability, while providing an easy-to-deploy, manage and monitor solution for reliable service delivery. While server and global load balancers are appropriate for load balancing servers and dispersed sites, they do not provide the ability to create the automated failover and redundant WAN connectivity to support reliable SIP network connectivity.

Ecessa’s ClariLink is the industry’s first WAN link controller that has solved the problems associated with NATing within a SIP-based network to deliver true link redundancy, failover and load balancing of SIP-based traffic over the WAN.

The Internet has become so pervasive and integral for conducting business and communicating with customers, partners and employees, that network performance, high-availability, and uptime are required for running the day-to-day operations of an organization. Network downtime not only costs money and loss of productivity, it can also adversely affect a company’s reputation among customers and partners. For many companies, their entire business strategy depends on how well its network performs.

Today’s small-to-medium sized enterprises (SME) are undergoing the same IT evolution as their large enterprise counterparts, only on a smaller scale. For SMEs, WAN reliability, flexible scalability, performance and ease of management are as essential to their WAN infrastructure as they are to a large enterprise. SMEs are able to achieve efficiencies and competitive advantages through the adoption of affordable, yet feature-rich WAN optimization technologies. On the other hand, without suitable technology, they will be competitively disadvantaged. Therefore, choosing the appropriate WAN Optimization solution is critical to ensure efficient WAN infrastructure to meet today’s requirements, while also ensuring the right path for tomorrow’s business needs.

How can you leverage web-based technologies to help reduce inbound student calls to your Enrollment, Student Services, Registrar and other administrative departments while enhancing the student experience? In this knowledge paper, we present six key reasons why educational institutions are leveraging web self-service to stay lean and responsive, and to better address the demands of their constituents.

Investing in the customer experience has never been more important. In this knowledge paper, we present five reasons why leveraging web self-service to enhance the customer experience makes sense now more than ever.

In these economically challenging times, many businesses are reacting by hunkering down and
looking to reduce expenses. There now exists a great opportunity for innovative carriers and
service providers to leverage contemporary information technology to the advantage of a market
anxious for cost-effective telecommunications solutions. Cloud Telephony is a powerful new Webbased
voice telephony option for the SMB market.

Find out how real-time monitoring can improve SLA management and support center performance.

Use cases for operational BI; The difference between enterprise BI and operational BI; Criteria for a successful operational BI deployment.

Research Report

Companies are trying to improve efficiencies and performance of many day-to-day and real-time activities, such as customer interactions, sales activity,Business Activity Monitoring (BAM), and marketing. This research report from Aberdeen Group provides a roadmap for the strategies and capabilities that Best-in-Class companies are employing to improve operational performance.