Call Centers

Five9's Virtual Call Center products -- on-demand contact center applications -- are now fully compatible with Microsoft's Windows Vista operating system. Essentially, what this means is that the system, which requires only a Windows-based PC, Internet connection and headset, can now support Vista....

Successful entry into U.S. markets is difficult for outsourcing companies operating within North America. For call center and business process outsourcing firms seeking to gain initial market entry or to expand their market share from offshore locations, it is even tougher. The steps to market entr...

The stage is set for further growth in VoIP communications with technological advances, telecom market deregulation and a growing web of fiber optic and wireless networks. India is now recognized worldwide as a center for offshore call centers, but a range of companies in other emerging market count...

When Royal Caribbean tapped Steelcase Applied Research to help it outfit a new call center in Oregon, the cruise line didn't require any guidance on what chairs it wanted its reps to use. In fact, the company had given a great deal of thought to what might seem to outsiders to be the most basic of a...

For some time there has been a drive to smooth the process of building applications over existing call platforms. Also, more and more PBX operators have been moving platforms to open source -- Cisco Call Manager 5.0, for instance, is Linux based. Now the next step in developing robust open source un...

As the saying goes: You can't change the weather -- but you can prepare for it. Recent, highly-publicized airline and product call center overflow problems have highlighted the serious and potentially humiliating problems that can occur when a call center is not sufficiently staffed to handle a cris...

Cisco and IBM are expanding their long-standing partnership with the extension of their Global Services Alliance into 46 new countries. The two partner firms collaborate on many initiatives and products. The expansion of this particular initiative suggests that it is going exactly as the companies p...