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A. C. Nielsen Co., 83
Abandoned calls, 102, 108-110
Aberdeen Research, 116
Accessibility, 100. See also Service level
Access products, 30
ACD. See Automatic call distribution
ACDs. See Automatic call distributors
Active loyalty, 278
Adherence, workforce management cycle and, 79
Advisory tones, 267
Adizes, Ichak, 61
Agent, 267. See also Customer service representative
"Agent empowerment," 193
Alarm notification feature, 193
Alarm system, as terminal device, 29
Alert platform, 230-231
Analog, 267
Analog trunk card, 36
Analytical CRM, 278
ANI. See Automatic number identification
Answering supervision, 267
API. See Applications programming interface
Application layer, 41-42
Applications programming interface (API), 24, 34, 268
Applications service provider (ASP), 268
Apropos Intelligent Call Distribution (ICD), 195
Apropos Interaction Vault (TM), 196
Apropos Multi-Channel Interaction Management Suite, 195
Apropos Multimedia Interaction Management solution, 169, 171, 172, 174, 177, 180, 183, 190-191, 193
Area code allocation, 268
ASA. See Average speed of answer
ASP. See Applications service provider
Aspect ACD, 175
Association, 278
Asynchronous transfer mode (ATM), 25
Attrition, 279
Automated attendant, 36-37, 268
Automatic call distribution (ACD), 45-53, 268
alternative call delivery methods and, 48-49
Aspect system, 175
as core technology, 7
functions and features, 47-48
managing information with, 45-46
networking, 51-52
new challenges for, 48
open systems products, 53
overflow, 267
rules of thumb for, 50-51
service level and, 104-105
skills-based routing, 49
small, requirements for, 50
stand-alone, 47
switching and routing systems, 52-53
types of, 46-47
Automatic call distributors (ACDs), 41
Automatic number identification (ANI), 29, 267
Automobile manufacturer, CRM gains for, 222
Avaya
Proactive Contact Management, 184
Self-Service Solutions, 184
Average speed of answer (ASA), 101-102, 268
Axtel, 167
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