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Is Unified Communications the Next “Disruptive” Customer Service Technology? 

Is Unified Communications the Next “Disruptive” Customer Service Technology? Is Unified Communications the Next “Disruptive” Customer Service Technology? 11/11/2009 By Donna Fluss SupportIndustry.com   Printer Friendly Format       View this document on the publisher’s website. Every once in a while a technology or application emerges that has the potential to “disrupt” the status quo. The Internet is […]

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What is your opinion of open source software in the call center? How can a large call center with multiple locations benefit from this sort of model? We are considering it but have some concerns about data security, and we aren’t too familiar with many of the vendors.

What is your opinion of open source software in the call center? How can a large call center with multiple locations benefit from this sort of model? We are considering it but have some concerns about data security, and we aren't too familiar with many of the vendors.

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Is it a good idea to deploy auto-answer/auto-response technology in the call center? How often does this technology misinterpret customer inquiries? We are concerned with whether or not the technology will alienate our customers.

Is it a good idea to deploy auto-answer/auto-response technology in the call center? How often does this technology misinterpret customer inquiries? We are concerned with whether or not the technology will alienate our customers.

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What’s your opinion about Siebel or SAP for real-time analytics? Which is a better analytics software? Are these the best call center software vendors for this area of analytics, or are there other vendors you can add to the list?

What's your opinion about Siebel or SAP for real-time analytics? Which is a better analytics software? Are these the best call center software vendors for this area of analytics, or are there other vendors you can add to the list?

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I am looking for system integrators that provide call center software solutions, with a focus on outbound solutions. I have come up with a list that includes large players such as EDS, Accenture and CSC, and a couple of smaller ones like Dimension Data, Sykes and Indus. Can you tell me if I am missing any important players?

I am looking for system integrators that provide call center software solutions, with a focus on outbound solutions. I have come up with a list that includes large players such as EDS, Accenture and CSC, and a couple of smaller ones like Dimension Data, Sykes and Indus. Can you tell me if I am missing […]

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