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    <title>Contact Center: Wiki Pages</title>
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      <title>Contact Center: Wiki Pages</title>
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      <title>Home</title>
      <link>http://beinventiv.com/contact_center/Wiki Pages/Forms/DispForm.aspx?ID=1</link>
      <description><![CDATA[<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><strong><font size=3>Why Contact Centers?</font></strong></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>Microsoft has enabled its flagship collaboration applications Dynamics CRM and SharePoint with added contact and call center functionality.  Now a small business can extend its marketing and sales reach with the ability to more directly communicate with customers and have all these interactions integrated with your critical business applications.</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>Some of the key features and value of these contact center sytems are:</font></div>
<blockquote dir=ltr style="margin-right:0px">
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>1.   Native integration with Dynamics CRM and SharePoint</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>2.   Allow your call center agents to work in Microsoft Office, Outlook, Calender </font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>      and Email.  Familiar tools to keep agents highly productive.</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>3.   Supports local onsite agents or remote (home based) agent models</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>4.   Some of the most sophisticated Call Center functionality available i.e.</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>       </font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>      a.  Interactive Voice Recognition (IVR)</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>      b.  Automated Call Distribution (ACD)</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>      c.  Remote call monitoring / recording</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>      d.  Manager Agent - Q&amp;A</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>      e.  Email, Chat, Social Networking</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1></font> </div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79><font face=Arial size=1>5. Supports Unified Communications Platform</font></div></blockquote>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79 dir=ltr><font face=Arial size=1>To find out more about our contact / call center services contact </font><a href="mailto:sales@beinventiv.com"><font face=Arial size=1>Inventiv</font></a><font face=Arial size=1> with any questions.</font></div>
<div class=ExternalClassB873BCE11EE04F42B8C3B7A4BC119B79 dir=ltr><font face=Arial size=1></font> </div>]]></description>
      <author>Barrett Blank</author>
      <pubDate>Fri, 04 Dec 2009 23:09:59 GMT</pubDate>
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      <title>How To Use This Wiki Site</title>
      <link>http://beinventiv.com/contact_center/Wiki Pages/Forms/DispForm.aspx?ID=2</link>
      <description><![CDATA[<div class=ExternalClassFFD86B7AB9644843801417B26FE95014><div><strong><font size=3>How to use this wiki site</font></strong><br> 
  You can use this wiki site to share knowledge, brainstorm ideas, collaborate with your team on a design, create an instruction guide, build an encyclopedia of knowledge, or just write down daily information in an easily accessible and modifiable format.<br> <br><br><strong>Editing wiki pages</strong><br>
  This wiki site provides what-you-see-is-what-you-get (WYSIWYG) editing. To edit a page, click <strong>Edit</strong> at the top of the page. You can insert tables and pictures with the click of a button. When you are happy with your changes you can click <strong>OK</strong> to update the page.<br>
<br><strong>Creating links to pages</strong><br>
  You can link to another page in this wiki site by enclosing the name of the page in double brackets on the edit form. For example, type [[Home]] to create a link to the page named Home and [[How to use this wiki site]] to create a link to this page.<br>
  <br>
  To create a link to a page and have the link display different text than the page name, type a pipe character (|) after the page name, and then type the display text. For example, type [[Home|Home Page]] to create the link labeled Home Page that points to the page named Home.<br>
  <br>
  To display double opening or closing brackets without making a link, type a backslash before the two brackets. For example, \[[ or \]].<br>
  <br><strong>Creating pages</strong><br>
  There are two main ways to create a new page in your wiki site:
  <br>
      <ol>
          <li>
              <u>Create a forward link to another page and then click on it to create the page</u>:<br>
              This is the recommended way to create a page because it is easier for people to find the page when another page links to it.<br><br>
              Forward links to pages that do not exist have a dashed underline. Start by adding the link (follow the <strong>Creating links to pages</strong> process earlier on this page). Click the link to go to the Create Page form where you can start typing your content.<br><br>
          </li>
          <li>
              <u>Create a page that is not linked to any other</u>:<br>
              On the <strong>Quick Launch</strong>, click <strong>Wiki Pages</strong>. Then, on the <strong>New</strong> menu, click <strong>New Wiki Page</strong>. 
              This takes you to the Create Page form where you can start typing your content.              
          </li>
      </ol>
  <br><strong>Managing your wiki site</strong><br>
  You can manage the pages in your wiki site by clicking <strong>Wiki Pages</strong> on the <strong>Quick Launch</strong>. This takes you to the wiki page library where you can manage the pages with all of the functionality of a Windows SharePoint Services document library.<br>
  <br><strong>Restoring a page</strong><br>
  If you need to restore a previous version of a page, click <strong>History</strong> at the top of the page. You can then click on any of the dates to view the page as it existed on that date. When you find the version that you want to restore, click <strong>Restore this version</strong> on the toolbar.<br>
  <br><strong>Viewing incoming links</strong><br>
  You can see which pages link to the current page by clicking <strong>Incoming Links</strong> at the top of the page.<br>
  <br><strong>Adding a page to the Quick Launch</strong><br>
  You can add important pages to the Quick Launch so that users can find them easily.<br>
  <br>
  To add a page to the Quick Launch, first copy the URL of the page from the Address bar in your browser. On the <strong>Site Actions</strong> menu, click <strong>Site Settings</strong> and then click <strong>Quick Launch</strong>. Click <strong>New Link</strong>, paste the URL into the form, and then click <strong>OK</strong>.<br>
  <br>
  For more information about using Windows SharePoint Services-based wiki sites, click Help on any Windows SharePoint Services page.</div></div>]]></description>
      <author>Barrett Blank</author>
      <pubDate>Fri, 04 Dec 2009 23:10:03 GMT</pubDate>
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