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What's Hot in CRM

Voice Broadcast Solution Enables Distributed Call Center Advantages
Scottish Power's High Performance Plan Achieved with Workforce Optimization
Top Five Things to Consider When Selecting a SIP Server Solution
VoiceBox to Enhance Conversational Voice Search Applications
Ifbyphone Reduces Price of Voice of the Web Services by 60 Percent for SMBs
Frost & Sullivan Report Shows Outsourcing Making an Impact Call Center Jobs Market
Contact Center WFM Market to Grow by 20 Percent in 2008
Workforce Management Solutions Provider Left Bank Solutions Inc. Changes its Name to Monet Software Inc.
Aberdeen Survey Shows Leading Service Firms' Strategies for Performance
ClearOne Introduces Converge Pro 880T Conference Phones Solutions
Intervoice Announces Results for the Third Quarter of Fiscal 2008
Marketing Software for Small Business
Top 5 CRM Software Advancements of 2007
Research Shows Retailers Can Benefit From Providing Optimal Online Experience
Click to Call Provider Ifbyphone Gives New Meaning to Customer Service
Study Shows Strong Growth in Latin American Contact Center Outsourcing in 2008
Genesys Survey Examines Activities of Successful Contact Centers
Envox Launches PhoneLink 2 CTI Solution for Salesforce Customers
Virtual Contact Center Provider LiveOps Announces Record Growth
Echopass Appoints New Chief Technology Advisor

You might be interested in this relevant, free White Paper.

Best Practice Checklists for Contact Center and CRM Integration: Best Practices and Concise Checklists for Busy Department Managers
Many companies today realize the return on investment achievable by integrating their contact center with their Customer Relationship Management (CRM) application. The benefits are both tangible such as faster handling through screen-pops and integrated user interface, to intangible such as more courteous customer interaction and first call resolution of issues.

The department manager tasked with performing telephony and contact center integration with a CRM application is faced with a several issues. Integration between telephony and CRM applications is non-trivial. In addition to the inherent difficulty of the integration, the task is typically owned by multiple departments.

This whitepaper shares the experiences of AMC Technology in this area, and provides the busy department manager with a concise set of checklists to make sure best practices are followed, and that the end result is optimal. The following checklist areas are covered in this whitepaper:

- Executive Management Buy-In

- Change Management

- Scope Management

- Data Cleansing

- Call Flows

- Custom versus Off the Shelf

- Professional Integration Study

You might also be interested in these relevant, free Webinars.

Fax - SIP+T.38 to the Rescue
Divide to Conquer: Meeting the Needs of 3G Wireless with Multicore Technology


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