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 TitleDate AddedCompany
whitepaper Avaya Case Study: arvato services2007-07-01 Avaya
  Client requirements necessitated that arvato services record all calls from more than 200 extensions on its Application Enablement Services Voice over IP (VoIP) telephony system and store those recordings for at least three years. The company wanted to be able to send these recorded calls to a storage vendor for secure storage. It did not want to buy its own storage hardware and deal with all of the associated security issues that this would entail. A VPI (Voice Print International) call recording and quality management solution that integrates seamlessly with arvato services' existing Avaya VoIP platform enables the company to reliably record and evaluate approximately 800 agents at its two contact centers in Canada.

Tags: Voice - Data Integration, Voice Recognition		   
whitepaper Bank Leumi Reduces Costs and Improves Customer Service With Genesys Software and IBM2007-07-01 IBM
  Established in 1902, Bank Leumi is one of the largest banks in Israel, serving 2.5 million customers and employing 11,000 personnel. Bank Leumi is organized into four business lines, each of which provides banking and financial services to a different market segment. The bank wanted to deliver consistent and personalized customer service to support a customer-focused strategy. The bank implemented an innovative multichannel contact center using Genesys software and IBM WebSphere Voice Response software.

Tags: Voice Recognition, Call Center - Contact		   
whitepaper MSDN Webcast: Building Production Speech Applications for Non-Speech Experts (Level 300)0000-00-00 Microsoft
  The attendee of the webcast will learn how to build, debug, deploy and install production-quality speech interactive voice response applications quickly and efficiently using tools and methods familiar to a person. This webcast introduces the Metaphor tools, which work on top of the Microsoft Speech Software Development Kit to manage the low-level complexities of building speech applications. Metaphor tools allows the developer to use Microsoft Visual C# and form-based user interfaces to build speech dialogs without being an expert in speech technologies.

Tags: Software Engineering, Application Development		   
whitepaper XML-Based Multimodal Interaction Framework for Contact Center Applications2007-05-12 Association for Computing Machinery
  This paper considers a way to represent contact center applications as a set of multiple XML documents written in different markups including VoiceXML and CCXML. Applications can comprise a dialog with IVR, call routing and agent scripting functionalities. The paper also considers ways how such applications can be executed in run-time contact center environment.

Tags: Voice Recognition, Call Center - Contact		   
whitepaper Wireless Phone Service Provider Monitors System With Avaya and IQ Services0000-00-00 Avaya
  Located in Minneapolis, Minnesota, Interactive Quality (IQ) Services, Inc. is a leader in load testing and availability monitoring for contact center and e-commerce business solutions. The company wanted to proactively monitor their wireless service, identifying system issues before they affected customers. As a solution the company deployed two Avaya Interactive Voice Response systems (and associated Avaya Managed Interactive Voice Response Services) and IQ Services HeartBeat Monitoring Service.

Tags: Voice Recognition		   
whitepaper Avaya Case Study: T-Com Croatia0000-00-00 Avaya
  Up-to-date network infrastructure and direct bilateral routes to about 30 countries make T-Com Croatia a desirable telecommunication partner for both operators and service providers. T-Com Croatia wished to improve its customer experience, making it consistent at each of its contact center sites. At the same time, it needed to balance calls between its three contact centers. As it sought to upgrade its communications, the company knew deployment of intelligent communications would give it a competitive edge. T-Com Croatia chose an Avaya Call Center Solution to outfit its three call centers.

Tags: Voice Recognition, Call Center - Contact		   
whitepaper Technology Company Increases Help Desk Productivity With Avaya Interactive Response and Gold Systems Web Administration Program0000-00-00 Avaya
  A major technology company's help desk supports a variety of business units. These units are located in North America and South America, and they use different technologies with different support requirements. Call Center management's goal was to increase productivity to reduce the cost of handling a call by 50%. With close to 10,000 calls monthly and an average cost per call of $9.63, the opportunity was substantial. The company selected a solution that combined the Avaya Interactive Response system with an Interactive Voice Response (IVR) custom application and a Web Administration program developed by Gold Systems.

Tags: Voice Recognition, Call Center - Contact		   
whitepaper Telecommunications Operator Unifies User Interfaces With Avaya Interactive Response (IR) and RSI's OneManage Tool0000-00-00 Avaya
  A large telecommunications operator in Europe provides fixed line, mobile and Internet services to over 30 million customers. The telecommunications operator was using a highly distributed system with IRs deployed in three different sites. The company wanted to ensure that the user interfaces of the speech applications - such as greetings and prompts - were consistent in all three sites. As a solution the company deployed Avaya Interactive Response System and RSI's OneManage tool.

Tags: Voice Recognition		   
whitepaper Avaya Case Study: Tiger Direct0000-00-00 Avaya
  Tiger Direct was established to serve the needs of computer users, and today the company is one of the industry's top computer and computer-product retailers. In order to enhance customer service and agent productivity, Tiger Direct wanted to present a "Single store" image to its customers, and enhance each customer's service experience with Tiger Direct. As a solution Tiger Direct chose an Avaya Contact Center Solution based on IP Telephony that connects agents and staff in all locations while providing for reliable and productive remote agents. The contact center is staffed by 128 agents with agents located in remote locations.

Tags: Communications Software, Voice Recognition		   
whitepaper Utility Company Manages Distributed System With Avaya Interactive Response (IR) and RSI's Remote Administration Tool0000-00-00 Avaya
  A Midwest-based utility company provides utility services to three Midwestern states. The utility company was using a highly distributed system with interactive response systems deployed in three different sites. The company wanted to ensure that the Avaya systems could be remotely managed. As the requirements for the contact center kept changing, the company also wanted to ensure that the Interactive Voice Response (IVR) cluster was being managed correctly. The utility company selected a solution that combined Avaya interactive response systems with the Remote Admin tool developed by RealSoft, Inc. (RSI). RSI is a Premier-level member in the Avaya DevConnect program.

Tags: Voice Recognition, GUI		   


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