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	Your search found 6 books Now viewing Books 1 - 6 In stock items ship IMMEDIATELY. Other titles usually ship within 2-3 days.

Call Center Continuity Planning

Rowan; Jim

1998

Introduction PART I: PRINCIPLES OF VOICE RECOVERY Planning Philosophy Six Principles for Developing an Effective Plan The Illusions of Recoverability Rationalizing Procrastination PART II: PLANNING Plan Stages Business Impact Analysis Risk Analysis Recovery Team Selection Plan Team Responsibilities IS Department Recovery Planning Disaster Implementation Tasks Return to Normal Operations Plan Maintenance Procedures PART III: CALL VOLUME MANAGEMENT Call Volume Management Issues ICH and RTMO Other Uses for Your CVM Back-Up Checklists PART IV: TESTING Six Questions to Ask when Designing a Test Types of Testing Test Objectives PART V: CRISIS MANAGEMENT Crisis Leader, Internal Command and Control Basic Crisis Management Personnel Issues PART VI: CONCLUSION Continuity Planning for YOUR Call Center PART VII: APPENDICES

AUERBACH - CRC - TAYLOR & FRANCIS & FRAN

ISBN: 0849399823

PGS: 444

List: 557.00 YOUR PRICE: 529.15

CALL CENTER HANDBOOK: Fourth Edition

Dawson, Keith

2001

CMP BOOKS

ISBN: 1578200709

PGS: 382

List: 34.95 YOUR PRICE: 33.20

Computer Telephony Integration, Second Edition

Yarberry, William A. EDITION:

2002

PREFACE TELEPHONY BASICS History of Telecommunications PSTN (Public Switched Telephone) Carrier Structure and Numbering Scheme Digital Communications Concepts Carrier Systems The Telephony Process Equipment IP TELEPHONY IP Telephony Architecture Gateways CTI CONCEPTS AND APPLICATIONS General Functions of CTI Basic Architecture APIs and CT Standards Using Component Software Distributed versus Desktop CT Interoperability Standards Develop versus Buy Application Generators and CT Architecture Middleware Example Other Examples of CTI Applications INTERACTIVE VOICE RESPONSE Why IVR? IVR Feature Sets Representative Systems Applications of IVR Applications Development Speech Recognition Text-to-Speech (TTS) VoiceXML IVR Performance and Tuning IVR Design UNIFIED MESSAGING Benefits of UM Basic Architecture Varieties of UM and Design Considerations VPIM A UM Package Checklist Internet Call Waiting WIRELESS TECHNOLOGIES Wireless Applications CONTACT CENTER TECHNOLOGY AND MANAGEMENT Contact Center Management and Standards for Agent Performance Workforce Management and Forecasting CRM Analysis and Data Mining Good IVR Design Agent Recording and Monitoring Multisite Design and Technical Architecture Integrated Features Web Integration and the Multimedia Call Center Example Internet Contact Center Contact Center Physical Design Predictive Dialing Systems Contact Center Trends TELEMANAGEMENT AND OUTSOURCING The Ideal Case Caveat Emptor: The Downside Negotiating the Agreement SLAs Telemanagement Example: QuantumShift Call Center Outsourcing TELECOM COST MANAGEMENT AND CALL ACCOUNTING Negotiating Carrier Rates and Services Getting Started: Collecting Data on the Current Environment Getting the Best Deal: A Negotiating Checklist A Comparison Spreadsheet Outsourced Services Monitoring Carrier Service Levels Example of Carrier Service Level Specifications Maintaining Optimum Discounts in a Decentralized Organization Service Levels and Organizational Requirements Call Accounting and Telephony Management Systems PREPARING THE REQUEST FOR PROPOSAL (RFP) Request for Proposal versus Request for Quotation RFP Preparation Evaluation of Responses TELEPHONY SECURITY Toll Fraud Business Loss Due to Disclosure of Confidential Information Malicious Pranks Wireless Security Using Security Tools to Offer More Services IMPLEMENTING TELEPHONY SYSTEMS The Project Team The User Advisory Group/Implementation Committee Survey of the Current Environment Nonstop Applications Station Reviews Build the Dial Plan, Class of Service, and Routing Tables Equipment Readiness and Rollout Software Installation for the Switch Adjunct Processing Set Up Help Desk Perform a Preparedness Review Detailed Cutover Plan Backout Plan TRENDS AND DIRECTIONS APPENDIXES Web Sites of Interest Recommended Reading CTI Success Stories Telecom Glossary Sample Service Level Agreement Sample Request for Proposal Every chapter begins with an introduction and concludes with a summary

AUERBACH - TAYLOR & FRANCIS -

ISBN: 0849314380

PGS: 432

List: 125.95 YOUR PRICE: 119.65

INTERNET TELEPHONY

Mcknight, Lehr, & Clark

2001

CONTENTS: Introduction to Internet Telephony; Taxonomy of Internet Telephony Applications; Virtually Global Telcos: International Internet Telephony Architectures; Vertical Integration, Industry Structure, & Internet Telephony; Local-Loop Technology & Internet Structure; Internet Telephony & the Datacentric Network; After the Web: Diffusion of Internet Media; Internet Telephony Service Providers; Local Internet Access Networks: Economics & Policy; Internet Telephony Markets & Services; Internet Telephony Carrier Strategies; Internet Telephony Regulation.

MIT

ISBN: 0262133857

PGS: 395

List: 39.95 YOUR PRICE: 37.95

IP Telephony Demystified, 1st Ed.

Camp

2003

Chapter 1: History and Overview of Telecommunications; Chapter 2: The Internet and IP Networking; Chapter 3: Fundamentals of Packetized Voice; Chapter 4: IP Telephony Protocols; Chapter 5: The Lure of IP Telephony: Can It Work For Me?; Chapter 6: Performance, Quality of Service, and Traffic Engineering; Chapter 7: Gateways Between Networks; Chapter 8: Premise-Based Telephony; Chapter 9: Network-Based IP Telephony Services; Chapter 10: The Future of IP Telephony; Glossary; Resource List; Solution Vendors; Standards Organizations; Newsletters and Information Sites; General Interest URLs; Index ,

McGraw-Hill Professional

ISBN: 0071406700

PGS: 254

List: 49.95 YOUR PRICE: 47.45

NEXT GENERATION PHONE SYSTEMS:How to Choose a Voice and Data Communications System for E-Business

DAVE KRUPINSKI, CHARLIE SCHICK

2001

Contents: Evolving Phone System; Overview of Next Generation Solutions; Classifications of Next Generation Solutions;; PC-PBX; PC_PBX Market Overview; Communication Server; Communication Server Market Overview; IP-PBX; IP-PBX Market Overview; Virtual Phone System; Virtual Phone System Market Overview; Next Generation Telephone and Terminal Device; Next Generation Approaches of Traditional PBX Manufacturers; A Look into the Future

CMP BOOKS

ISBN: 1578200385

PGS: 231

List: 34.95 YOUR PRICE: 34.95

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