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 TitleDate AddedCompany
whitepaper Case Study: How a Pennsylvania School District Overcame its IT Asset Management Nightmare2008-10-23 SchoolDude.com
  The School District of Springfield Township (Oreland, PA) was struggling with a common issue: too much IT stuff and not enough staff. They grew fast, with over 2,000 machines, and only 4 IT technicians. They needed a better way to manage inventory and software licensing issues.

Read this case study to learn which SaaS solution helped them:
  • Streamline all aspects of IT asset administration, from monitoring and reporting, to planning and lifecycle costing
  • "Work miracles" and ended the district's IT inventory control "nightmare"
  • Increase efficiency of current staff and use cost savings on other IT initiatives


Tags: Desktop Systems - PCs, Resources Mgmt., Strategic Planning, Network Administration, Help Desk, Call Center - Contact, IT Reliability		   
whitepaper Convergys Case Study: American Savings Bank2008-10-31 Convergys
  Serving the islands since 1925, the American Savings Bank is now Hawaii's third-largest financial institution, providing full-service consumer and commercial banking through 68 branches and nearly 170 automated teller machines. The Bank looked hard for a system that would be easy to use, that reflected the local Hawaiian culture, and that was fully tested and refined before it was deployed. American Savings Bank had previously relied on Intervoice for its IVR systems. After researching the industry's most advanced voice automation solutions, the bank customized, tested and deployed a speech application driven by Intervoice and running in a Cisco IP environment.

Tags: Call Center - Contact, Voice Recognition		   
whitepaper Toptel Achieves Operating Efficiency and Improves Client Service With Remote Contact Center Capabilities2008-09-01 Oracle
  Toptel wanted to establish a flexible and scalable customer service system with the functionality required to establish a cutting edge contact center and integrate operations to maximize operating efficiency. The challenge was to make monitoring capabilities and operational control available online to improve control and supervision of client service and achieve high levels of quality in client service to increase the company's competitiveness in the competitive contact center space. Toptel implemented Oracle Contact Center Anywhere to create a flexible and scalable customer service infrastructure that supports the company's growth and the needs of 28 clients and implemented Oracle Contact Center Anywhere, integrating operations online and business procedures, such as internal payroll Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) with clients' systems.

Tags: CRM Software, ERP		   
whitepaper Delivering World-Class Customer Service With Every Interaction2008-07-29 Nortel Networks
  Blue Cross and Blue Shield of Kansas City (BCBSKC) is the largest and only local commercial carrier. BCBSKC faced a number of challenges in achieving its business, customer service and IT goals. Its network and communications systems were severely outdated and did not provide the flexibility or resiliency required to take them into the future. BCBSKC needed to redefine its service delivery model, and that was a key factor in the selection of a communications vendor. Blue Cross and Blue Shield of Kansas City chose Nortel as the trusted advisor to deliver a next-generation communications network and customer contact solution.

Tags: Customer Support Services, Call Center - Contact		   
whitepaper L'Oreal Brasil Integrates Data From Call Center to E-Commerce and Extracts Reports in Minutes2008-07-01 Oracle
  L'Oreal Brasil wanted to implement a customer relations system to integrate many call center services - customer service, beauty professional services, and skin surveillance - with the e-commerce system and advertisement agencies databases. The challenge was to adopt a solution to cross reference data in order to drive launchings, monitor customer reactions, and develop fidelity among other marketing actions. L'Oreal Brasil worked with UniOne Consulting and Oracle Consulting to implement Oracle's Siebel CRM, already used at the company headquarters, to integrate all consumer databases used by the corporation and ensured improved navigation for call center users, providing more fields onscreen, processes with text files and photos, and attachments with consumer e-mails.

Tags: Call Center - Contact, CRM Software		   
whitepaper Comic Relief Boosts Sport Relief 08 Funds by Handling 100% of Call Center Transactions Electronically2008-06-01 Oracle
  Comic Relief wanted to process all telephone donations received at the 6,500-seat virtual call center electronically to boost transaction speed, data quality, donor service and identify failed transactions and improve productivity, security and efficiency by eliminating paper records of donations for later processing. The challenge was to make funds available for charitable causes more quickly and capitalize on public interest and deliver transparency during televised charity events by broadcasting up-to-the-minute donation totals. Comic Relief worked with Oracle Consulting and partners to build an Oracle-based platform to capture and process all donations for Sport Relief 2008 online, via interactive TV, and the virtual call center.

Tags: Database Management		   
whitepaper Red Hat Drives Desktop Cost Savings for Europcar2008-06-01 Red Hat
  As one of the world's leading car rental companies, Europcar has a network of over 2,600 branches across 118 countries, including 110 offices around Australia. Europcar faced the challenge of discovering a cost- effective internal desktop solution that could offer ease of management for its geographically diverse locations and varied users. Previous solutions had caused complications with licensing and second-hand hardware, and deploying technology solutions across more than 110 geographically diverse locations is challenging. To address its desktop challenges, Europcar turned to open source solutions. Europcar deployed Red Hat Enterprise Linux 5 Desktop in its call centre, installing it on a segmented number of PCs with the TelNet-hosted booking application.

Tags: Call Center - Contact, Linux - Open Source		   
whitepaper Genworth Financial Realizes Substantial Cost Savings, Operational Efficiencies, and Customer Service Enhancements Through Home Agent Solutions Enabled by Avaya Intelligent Communications2008-06-01 Avaya
  Genworth Financial, Inc., is a global company with over 15 million customers. In order to provide prompt, high-quality customer service they require a large staff of financial specialists. They needed a communications solution that would enable them to eliminate geographical barriers so they could hire and deploy agents from a nationwide pool of talent, rather than being limited to specific geographical areas. The company has deployed a multi-location contact center solution that leverages the Avaya Flatten-Consolidate-Extend model. Their solution includes Avaya Communication Manager and Avaya Call Center, Avaya S-Series Servers, Avaya Media Gateways, Octel 250 Aria Systems, Modular Messaging with Speech Access, Interactive Response (IVR), NICE Call Recording, Business Advocate, and mobility capabilities.

Tags: Application Servers, Call Center - Contact		   
whitepaper excelleRx, the Market Leader in Pharmaceutical Hospice Care, Relies on Experts to Create a World-Class Contact Center2008-05-30 Nortel Networks
  An essential part of excelleRx operations is having its network always available and operating at peak efficiency. Given the critical nature of its business, excelleRx required a best-in-class implementation that would enable continuous and uninterrupted call volume while seamlessly aligning with its business objectives. Nortel provided end-to-end, turnkey Global Services, including Planning and Design, Implementation and Integration, and Support and Maintenance services of the excelleRx contact centers. Nortel's expertise allows excelleRx to continue to evolve as a business. These Nortel resources are supporting two Nortel Communication Server 1000s, two Nortel Media Processing Server 500s, two Nortel Contact Center Manager (CCM) systems, two Integration Package for Meridian Link servers, and two CallPilot voicemail systems.

Tags: Application Servers, Call Center - Contact		   
whitepaper Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base2008-05-01 Oracle
  Promero, Inc. wanted to increase call center platform stability, reliability, and voice quality - in both hosted and on-premise environments and deliver a contact center offering that helps Promero's clients drive sales and deliver quality customer service. The challenge was to empower call center supervisors with real-time functionality and enable a self-administering interface for rapid operational updates and deliver expanded reporting capabilities to the company's customers. Promero selected Oracle Contact Center Anywhere as the company's call center platform and increased call center platform reliability from 93.5% to 100% over a four-year deployment period, and increased contact rate by 285%.

Tags: Call Center - Contact		   


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