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 TitleDate AddedCompany
whitepaper Leading Mobile Operator Revolutionises Customer Services With IVR2007-11-01 Nortel Networks
  Orange Spain wanted to increase the quality and convenience of services for customers, while reducing its operating costs. They aimed to achieve this by automating responses to common customer queries and streamlining access to information and services. They also wanted to free customer service agents from routine call answering and allow them to focus on value-added up-selling and cross-selling activities. The company has deployed new IVR services based on Nortel Media Processing Server 500 and 1000. These allow customers to change tariffs, top up their accounts and request information in an automated way using a single contact number.

Tags: Call Center - Contact		   
whitepaper AmeriHealth Mercy Expands Access for Patients and Provides With Avaya Interactive Response2006-09-05 01:00:12 Avaya
  As the nation's largest Medicaid managed care organization, AmeriHealth Mercy has the awesome responsibility of serving more than one million members in four states. Critical to meeting the healthcare needs of patients is the ability for AmeriHealth Mercy's 1,500 employees to provide accurate, up-to-date member eligibility and coverage information as quickly as possible and at any hour of the day or night - and to do it cost effectively. When AmeriHealth Mercy decided to expand its self-service capabilities in order to reduce costs and improve access to information for patients and healthcare providers, the company turned to Avaya and the advanced capabilities of the Avaya Interactive Response system.   
whitepaper Lead Time Turnaround Improves by 180 Percent With IVR Solutions2006-07-04 05:24:16 Microsoft
  ServiceMagic is an online marketplace where homeowners can find residential contractors and home service professionals. The company needed to speed up lead turnaround time, find a more efficient way to schedule contractor appointments and match to homeowners, quickly orient new contractors and improve fee collection. The company and Gold Systems developed four powerful solutions with Microsoft Speech Server 2004: outbound dialing, automated appointments, one-to-one matching, contractor orientation/voice log.   
whitepaper Blue Star Ferries Sets Sail for Success With IBM Voice Response Solution2006-05-04 IBM
  Blue Star Ferries, part of the Attica Group of shipping companies, is one of the largest ferry operators in Greece. Headquartered in Athens, Blue Star employs 606 people and averages ?130 million in revenues annually. Blue Star wanted to manage seasonal peaks in call-centre workload, while providing unrivalled customer service. The challenge was to use advanced technology to overcome staff availability issues and provide detailed information quickly to customers. Working with IBM Advanced Business Partner Omilia, Blue Star created a new interactive voice response solution to handle customer calls, using IBM WebSphere Voice Response for AIX, running on an IBM eServer pSeries model 615 server.

Tags: UNIX, Call Center - Contact		   
whitepaper An IVR Platform for Top-Notch Customer Service That's Time and Modey Efficient2005-10-11 03:00:02 Nortel Networks
  Quality customer service is at the very core of Westar Energy's values. And in order to better and more consistently provide that quality service, Westar has employed the Nortel Networks Media Processing Server 500 (MPS 500) for its 1-800-LIGHT-KS outage-reporting service. The MPS 500 is the latest Integrated Voice Response platform from Nortel Networks proven Self-Service Solutions portfolio. It offers a full-featured suite of capabilities that include advanced speech recognition, VoiceXML, and Session Initiation Protocol. Forty percent of all outage-reporting calls are now fully automated, a 98-percent accuracy rate for system in-grammar responses is being achieved, system efficiency has been improved, and Westar Energy is saving money.   
whitepaper How to Successfully Expand (Not Replace) an Existing Telephone Exchange2006-03-23 04:56:51
  With 148 franchises distributed throughout Spain, DECIMAS' voice network was handling such a large call volume that it required an expanded infrastructure. First, the company's Public Branch Exchange (PBX) no longer met the company's communications requirements. Second, the cabling system used in the company's head office didn't meet the enhanced category 5 standards necessary to handle the large number of incoming calls. And third, the PBX voice system was too expensive to use. An Avaya IP-PBX system was introduced into the DECIMAS' head office by Alhambra-Eidos, together with a Voice Over IP (VOIP) gateway based on components from Intel. Then an automatic operator (auto-attendant) with phonetic Spanish language voice recognition was included into the solution.   
whitepaper 1300Ttimes Gets Golfers to the Tee on Time2006-03-23 05:00:03
  When TeeBook Global's co-founders and directors designed an innovative, Web-based booking system for golf clubs, they planned to eliminate all those delays waiting in queues at pro shops or sitting on the phone waiting for someone from the club to arrange a booking. So TeeBook Global created 1300Ttimes to help golfers search for a round of golf, book it, and pay for their games 24 hours a day, seven days a week - with no queues. The 1300Ttimes includes voice portal based on a reference design by Intel, Intel Dialogic D/600JCT- 1E1 combined media board, Microsoft NT operating system, Apptera Studio and Server, Nuance Tier 4 Speech Recognition, and Nuance Voice Web Server V1.3.   
whitepaper Pentagroup Financial, LLC Chooses Noble Systems Corporation~s ATOMS System, Built With Intel Technology, for Sophisticated Contact Center Management2006-03-23 05:17:11
  Pentagroup Financial, LLC is a start-collections agency. Houston-based Pentagroup needed a call management solution that would provide a technological advantage in the very competitive collections marketplace. Its executive team outlined a list of requirements including a quick installation process, the ability to expand and enhance the system as business grew, maximization of contact ratios, integration with the company's proprietary collection systems, world-class technical support, and a short learning curve for managers and collectors. After surveying its options, Pentagroup settled on the ATOMS solution from Noble Systems as the solution able to address each of its needs.   

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