Contact Center Solutions Featured Article

Free Webinar: How Google Enterprise Serves Contact Center Agents

May 22, 2009

Despite its on-again, off-again talks with Yahoo!, software giant Microsoft Corp. now is being rumored to unveil its overhauled Internet search engine next week, meaning the Web tool that many of us rely on so heavily that it’s become part of our everyday personal and professional lives is grabbing headlines once again.

The news out of Redmond, Wash.-based company comes as a “smarter” search engine – Wolfram|Alpha – makes a bid this month to challenge market leader Google (which dominates Microsoft 8-to-1).
Questions about which search engine turns out to be the most useful, most accurate or most used – questions, essentially, about whether anyone will be able to challenge Mountain View, Calif.-based Google – may divide the IT and tech media world.
But most of us could agree on this: Led by Google, search engines have emerged as tools that drive efficiency in the workplace.
That holds true for contact centers as much as any other sector, because agents who answer inquiries from prospectives and clients can work better if they have a ready answer at-hand.
Next week, an official with Internet search and ad leader Google is set to lead a free Webinar on how contact center agents can leverage “Google Enterprise” – which includes a version of the search engine that’s tailored to a business’s specific needs – to meet customer demand.
Register here for “Google and Contact Centers: Instant ROI,” to be held on Tuesday, May 26, at 2 p.m.
Led by Vijay Koduri, product marketing manager for Google Enterprise, and moderated by TMC Group Managing Editor Erik Linask, the Webinar will talk about how customer support organizations are turning to Google Enterprise for support Web sites as well as contact center agents.
The Webinar, which will include a question-and-answer session, will review Google’s enterprise search technology and lay out just how organizations are gaining a concrete ROI through the solutions. Koduri will look at case studies and come at the issue from the perspective of decision-makers, agent and customers.

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Michael Dinan is a contributing editor for ContactCenterSolutions, covering news in the IP communications, call center and customer relationship management industries. To read more of Michael's articles, please visit his columnist page.

Edited by Michael Dinan