SmartBiz IT Research Library

WHITE PAPER - This document describes how Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.
Posted: November 18, 2008 | Published: November 18, 2008


Topics:  Hardware | IVR | Marketing | SIP | Software

WHITE PAPER - This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
Posted: September 4, 2008 | Published: September 4, 2008


Topics:  Communications Systems | Contact Centers | Customer Service | Hardware | Instant Messaging | IVR | SIP | SMS

WHITE PAPER - This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
Posted: June 3, 2008 | Published: April 1, 2008


Topics:  Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Customer Service Best Practices | IVR | ROI | Voice Recognition | VoiceXML | VoIP

CASE STUDY - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: May 19, 2008 | Published: May 1, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Workforce Management Software | Contact Management | CTI (Computer Telephony Integration) | Data Services | GPRS | Human Resource Systems | Interactive Voice Response | IVR | ROI | Workforce Management Software