Automatic Call Distribution ACD

This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. Consolidation 2.0 is the latest and most effective call center consolidation strategy. Its core concept is simple: to consolidate the many, diverse activities of the enterprise contact center on a single virtual platform that supports the global distribution of contact center agents.

This white paper explains the benefits of...

This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena. Proactive Contact Center Management is a term we're just beginning to see in the market. Coined by some new players in the contact center management space, it's intended to differentiate management based on historical facts from management of the here-and-now. For companies that...

This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. This paper examines the implementation of telecommuting capabilities, from an operations management perspective. Based on experience of the Avaya Business Communications Consulting (BCC) team, the paper addresses...

This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. In addition to being good for the environment, Home Agent programs can have many positive impacts to your bottom-line.

Using home agents allows contact centers to tap into large pools of available job candidates. Geography need not be a barrier to recruiting and retaining talented people.

When agents have high levels of job satisfaction...

Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. Internet Protocol (IP) has altered the technical and economic landscape for multi-site contact centers. It gives IT managers enhanced, easier-to-use and more cost effective tools for building, consolidating and extending multi-site contact center environments. Implementing a...

This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. As contact centers mature and take on more complex, high-touch customer transactions, enterprises are turning to IP as a cost-effective method of simplifying their operating environments and reducing total cost of ownership (TCO) while gaining a competitive advantage. The latest multisite contact center architecture accomplishes this by...