resolution

 

First Contact

First Contact Vendors have addressed a number of contact center functions with an eye toward achieving first-contact resolution. Handling customer requests completely during the initial contact is every contact center managers goal.

AITech Upgrades Network Performance Monitoring System

AITech (Advanced Integrated Technologies Inc., Booth 132), a provider of wholesale and retail hosted PBX- and line-replacement solutions, announced upgrades to its hosted PBX support and monitoring system. AITechs monitoring and troubleshooting capabilities provide per-call performance measurements and rapid response troubleshooting tools. Integrated Mean Opinion Scoring (MOS ) provides simultaneous LAN and WAN visibility of […]

AITech Upgrades Network Performance Monitoring System

AITech (Advanced Integrated Technologies Inc., Booth 132), a provider of wholesale and retail hosted PBX- and line-replacement solutions, announced upgrades to its hosted PBX support and monitoring system. AITechs monitoring and troubleshooting capabilities provide per-call performance measurements and rapid response troubleshooting tools. Integrated Mean Opinion Scoring (MOS ) provides simultaneous LAN and WAN visibility of […]

ATLANTIC-ACM to Deliver Metro Carrier Excellence Awards at COMPTEL PLUS

Research firm ATLANTIC-ACM will deliver its 2006 U.S. Metro Carrier Excellence Awards today at the COMPTEL PLUS Convention and EXPO. The awards are based on the results of ATLANTIC-ACMs 2006 Metro Carrier Report Card, which evaluates the performance of metro carriers by their wholesale and business customers and is based on more than 5,000 individual […]

Broadview Networks Launches Tier 1 Care Dashboard

Channel Partners show sponsor Broadview Networks (Booth 701) has launched a new Web-based diagnostic tool to give its first-tier customer care representatives and Agent Resolution Managers the ability to resolve 30 percent more issues on customers first calls. The dashboard provides care representatives with more information and the ability to troubleshoot upfront, which means fewer […]

Indiana Senate Drops Broadband Bill, Adopts Resolution

The Indiana State Senate introduced a resolution Thursday that asks regulators to support broadband and wireless deregulation and consider various costs SBC Communications Inc. must incur when leasing its local phone network to rivals. In the resolution, the Senate also said the Indiana Utility Regulatory Commission should review SBC’s pending application to provide long-distance services […]

Round Table

Posted: 2/2002 Round Table   On FCC enforcement of Bell Section 271 compliance …  “As the BOCs continue to gain Section 271 approvals, the bureau may be getting more 271 complaints on backsliding in the coming months. We’re committed to handling them as quickly as we can. But [remember that] the purpose of enforcement is […]

Entering the Third Phase of Regulation

Posted:  01/2000 Entering the Third Phase of Regulation By Kim Sunderland It follows naturally that after the spring comes summer; after the rain comes sunshine; after pregnancy comes birth; and after life comes death. The world of telecom regulation isn’t any different. Because the rules of the Telecommunications Act of 1996 are law and the […]

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