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Research Center for Call Center Management and Software

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Solving the Firewall/NAT Traversal Issue of SIP
What is SIP, and why do traditional firewalls block SIP traffic? This whitepaper provides an overview of the SIP protocol, the function of firewalls, why firewalls block SIP traffic, and how to...Read More
By: Ingate Systems | Published Date: 8/23/2010
SIP Trunking Benefits and Best Practices
Overview of SIP trunking: what is SIP trunking, what are the benefits, how to deploy, security. Issues, opportunities, solutions.
By: Ingate Systems | Published Date: 8/23/2010
"Speech Analytics Made Simple"
In this paper we hope to demystify speech technology and turn the discussion toward pinpointing practical ways speech analytics can not only help you do your job better but shine the corporate...Read More
By: OnviSource, Inc | Published Date: 8/19/2010
Small Call Centers: Challenges and Opportunities
All call centers regardless of size have the same basic needs to drive customer satisfaction, grow revenues, control costs and capture and convey valuable market intelligence. For too long, the...Read More
By: dvsAnalytics, Inc.  | Published Date: 8/19/2010
Improving Agent Productivity with Closed-Loop Coaching
In this White Paper, we will explore some of the challenges common to contact centers and the costs associated with those challenges. Then we will introduce the concept of Closed-Loop Coaching and...Read More
By: dvsAnalytics, Inc.  | Published Date: 8/19/2010
Quality Management: Value-Added Solution for Emerging Contact Centers
This White Paper illustrate the cost savings offered by implementing a Quality Management system or process, including five hard cost benefits and five soft cost benefits. If you’re looking to...Read More
By: dvsAnalytics, Inc.  | Published Date: 8/19/2010
Epicor: Enabling 21 CFR Part 11 Compliance
This white paper describes the requirements for FDA 21 CFR Part 11 compliance at a high level and discusses how Epicor enables FDA regulated manufacturers to fulfill these demands.
By: Epicor Software | Published Date: 6/3/2010
Simulations Keep Employees at the Top of Their Game
Discover how employment simulations are helping companies reduce hiring and training costs while increasing employee performance and productivity.
By: Employment Technologies Corporation | Published Date: 4/21/2010
12 Criteria for Selecting the Best ERP System Replacement
Replacing an ERP system can open unlimited business
opportunities. This white paper explains the 12 criteria to identify and select the best solution that will meet your expectations.
By: Epicor Software | Published Date: 3/31/2010
A Guide to Selecting the Right ERP Partner
This white paper explores the plusses and minuses of the four types of ERP partners: Partner ecosystems, frameworks, best-of-breed packages and end-to-end integrated solutions.
By: Epicor Software | Published Date: 3/31/2010
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