Call Center Operation: Design, Operation, and Maintenance
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V
Vendors
competition among, 53
confirming savings and goals with, 43
customer premise equipment (CPE) manufacturers, 34
customer relationship management, 200
integration and, 9–10
listing of, 245–265
PBX, 19
RFP for, 40
selection of, 9
Video mail, as response category, 101
Video phone, as terminal device, 29
Virtual contact center
defined, 277
at diAx, 168–169
at Nordea, Merita Bank, 178
at SGI, 191
workforce management cycle and, 71–72, 80
Virtual private network (VPN), 277
Visualization, 282
Visual queue, 170, 181
Voice features, custom, at Primavera systems, 196
Voice mail, 36–37, 101, 277
Voice over IP (VoIP), 75, 131, 206, 277
Voice Print International (VPI), 173, 175, 187–188
Voice recognition unit (VRU), 277
Voice response systems, 21
VoIP. See Voice over IP
VPN. See Virtual private network
VRU. See Voice recognition unit
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