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Knowledge Management > Contact Management |
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Contact Managers are programs that enable people to keep track of their associates and tasks. Contact managers are used by salespeople, customer service representatives, and managers.
There are two types of contact managers: Software that you install on your personal computer or intranet and hosted applications (ASP). |
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Results 1 - 25 of 26 matches |
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Shopping for a contact-center solution can be confusing and frustrating, so let us do the leg work for you! This easy-to-use guide compares the major vendors offering contact-center solutions today, including Genesys, Oracle, Verizon and many others.
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Considering adding a contact center to your business? Our analyst-written buyer's guide is a great place to start your search. We provide you with an in depth market overview, a rundown of standard and advanced features and will point you in the direction that will be most beneficial and efficient for your organization.
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Organizations are struggling to enforce both mandatory regulatory rules as well as internal corporate policies governing email content and distribution. One of the biggest obstacles is determining whether or not the content of an email, or its attachment, is subject to any policy rules or restrictions. This whitepaper describes the techniques required to perform intelligent, accurate content analysis and the shortcomings of most current approaches.
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In the market for a CRM? This white paper outlines the general benefits and drawbacks of hosted vs. on-premise CRMs and lists the basic features to look for in your hosted solution. With an up-to-date overview of the CRM market and a rundown of the general costs of various CRMs today, you'll be prepared to start looking for your new solution immediately.
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Use this crisp and clean comparison chart to stack the top CRM vendors side-by-side on the following: Features, Price per User, Services and Support, and Marketing Capabilities.
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REAAL Verzekeringen, a unit of SNS REAAL, sought an easy-to-use customer relationship management (CRM) solution to more easily share information and increase support to its sales intermediaries. REAAL implemented Microsoft Dynamics CRM 3.0, which allows the company to differentiate itself from its competitors and provide improved service to its independent sales representatives and organizations.
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In today’s complex business world, competitive advantage is harder to achieve—and even more difficult to maintain—than it has ever been before. In a time of instant global communication and ubiquitous information, the ability to develop a deep understanding of your customers and your markets is critical.
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The purpose of this document is to assist you in a successful upgrade from Microsoft CRM 1.2 to Microsoft CRM 3.0. This document will review the key components you should prepare in your environment that are important for a successful upgrade to Microsoft CRM 3.0.
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If your company uses a contact management or customer relationship management (CRM system), you need to ask one additional key question. Does your CRM or contact management system tie your consultative sales, ROI analysis and proposal production process together?
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| By : IEX |
Published Date: Nov 02, 2006 |
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This article outlines a structured decision making process. One that’s designed to help contact centers ensure the workforce management system they choose will meet all their requirements today and long into the future.
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| By : IEX |
Published Date: Jun 22, 2006 |
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The purpose of this white paper is to help the reader understand the central role workforce management (WFM) plays in the modern contact center. From efficiency in operations, to effectiveness in dealing with customer interactions: WFM is more important than ever as tool for improving customer service.
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Miercom Test Labs reviewed the Customer Interaction Center(r) (CIC) IP application suite from Interactive Intelligence, including the operation, capabilities and features of CIC's key components, and awarded the CIC software its distinguished "Performance Verified" certification. Read why.
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The Internet is revolutionizing technical support. But, this efficiency often comes with a price in customer satisfaction. Customers expect to be able to solve their own problems or immediately communicate with a person who can make things right. But too often, these expectations aren't met. What's needed is a new class of software: web-based Automated Contact Distribution.
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| By : Castelle |
Published Date: Jan 01, 2006 |
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Castelle’s integration provides seamless fax integration with native Notes services like logging and reporting, and lets faxes be managed just like other Notes email, with all of Domino’s native security, administration, and customization capabilities.
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| By : IBM |
Published Date: Jun 01, 2006 |
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The purpose of this paper is to highlight the issues, requirements, and technologies available for automated advanced name recognition.
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| By : IEX |
Published Date: Nov 02, 2006 |
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Download this paper now and read why the trend toward virtually sharing campaign lists and skills-based routing in the outbound center is leading to greater awareness of the potential for improved multi-site and multi-skill blended environments.
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| By : Soffront |
Published Date: Nov 02, 2005 |
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In the decade since customer relationship management (CRM) software first appeared on the market, implementation of the enterprise application suite that helps businesses find new customers, retain existing customers and otherwise increase revenues have gained a reputation as being risky ventures, subject to user rejection, cost overruns, and missed deadlines.
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Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal Inc. say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality.
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Clarus Systems, Inc. has collaborated with IQ Services to deliver technology independent testing solutions that enhance end-to-end voice process lifecycle management within the contact center. The goal is to ensure a positive customer experience by incorporating voice testing and monitoring into every step of your contact center's life cycle - resulting in confidence that your solution works as designed.
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It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
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| By : Soffront |
Published Date: Nov 02, 2005 |
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Companies are discovering that a Knowledge Management System (KMS) has grown from a nice to have concept, to a must-have asset in customer facing departments. Providing immediate answers to customers requires easy access to the important product and business knowledge of an organization. KMS makes that possible.
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| By : Echopass |
Published Date: May 22, 2007 |
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Not all companies that have adopted multi-sourcing have realized the expected levels of savings. A single over-arching problem is often the cause when multi-sourcing delivers disappointing results in service and/or savings.
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| By : Castelle |
Published Date: Feb 01, 2006 |
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Easily implemented and integrated with electronic medical record systems, network fax servers can play a valuable role in supporting HIPAA objectives, offering a standardized, enterprise-wide faxing solution, and helping to maintain a high standard of security, efficiency and organization.
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| By : Soffront |
Published Date: Nov 02, 2005 |
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This white paper provides a basic definition of an Internet portal, and then describes a CRM Portal, a portal that is a component of a CRM system. Different kinds of CRM Portals are discussed in terms of who uses these portals and what are they used for.
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The contact center's next evolutionary phase will merge technology and interaction processes dynamically for agent "intelligence" and a more personalized customer experience. And with the fast-paced nature of technology, the Intelligent Contact Center is closer than you think. Read more.
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