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Call Center Software Research

  • Aruba Virtual Call Center

    Sponsored by: Aruba Networks

    Whether its insurance, travel or other industries, call centers are where humans connect to ask questions and get answers. However, this is increasingly challenging as call center employees are working from home. In this webinar, learn how Aruba’s remote access points and virtual internet assistant can help call centers enable secure remote access.

  • Exploring Remote Working Solutions to Combat Crisis Situations

    Sponsored by: Avtex

    For a crisis, Avtex suggests implementing a 4-phase approach which includes contact center stabilization, business continuity expansion, CX alignment, and employee experience calibration. Access this resource to learn what each phrase involves and discover how they can work together to maintain normalcy during a crisis.

  • Embracing the Permanent Trend of Working Remotely

    Sponsored by: 8x8, Inc.

    For many companies, existing IT infrastructure may not be properly equipped to handle a larger number of remote workers. Inside this blog post, learn how utilizing cloud-based communications solutions can fill the gaps between your on-premises IT capabilities and the needs of your increasingly remote-first workforce.

  • The Total Economic Impact of RingCentral Contact Center

    Sponsored by: RingCentral

    Read this Forrester Total Economic Impact Report to explore the costs, benefits and capabilities of RingCentral Contact Center, including a 615% ROI figure.

  • The Collaborative Contact Center A disruptive approach to customer engagement

    Sponsored by: RingCentral

    Access this white paper to review key considerations that can help you choose a cloud contact center solution and discover 4 four reasons to make your contact center collaborative.

  • 5 Ways to Change a Toxic Call Center Environment

    Sponsored by: RingCentral

    No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. Download this eBook to learn why some call centers can feel downright destructive, and 5 steps your business can take to replace those negative feelings with positivity—and success.

  • Are Your Contact Centre Agents Behaving Properly?

    Sponsored by: Vonage

    Call centers have become crucial to many business efforts, yet it can be hard to actually monitor every agent. Instead of using inconsistent, time-consuming, and limited human resources for this task, AI advances have empowered speech analytics that allow you to replace these steps with automated workers. Learn about it in this white paper.

  • Communications Transformation as a Competitive Advantage

    Sponsored by: Vonage

    Every business is seeking more effective ways to compete in an increasingly global marketplace. One of the most prominent obstacles today is the manual process of communicating with customers, partners, and colleagues. In this Frost & Sullivan report, learn how an advanced communication technology can help give you a competitive advantage.

  • How MTM Leveraged Customer Feedback to Improve CX with CallMiner

    Sponsored by: CallMiner

    MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.

  • How Holiday Inn Re-vamped their Contact Center with CallMiner

    Sponsored by: CallMiner

    Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.

  • Salesforce and Vonage: The Perfect Combination for Service

    Sponsored by: Vonage

    Download this white paper to learn how Vonage Contact Center for Salesforce can help you integrate your communications platform and the data it captures with your customer data in Salesforce to provide exceptional customer service.

  • Deploying Microsoft Teams with Phone Systems

    Sponsored by: EvolveIP

    In white paper, dive into the major considerations you’ll want to think through when looking to integrate Microsoft Teams with your phone system.

  • Building a Business Case for Cloud-Based Contact Center Solutions

    Sponsored by: NICE inContact

    While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale.When this occurs, experts recommend adopting a cloud contact center. Download this white paper to learn how to build a compelling business case when considering a move to the cloud.

  • The AI-Infused Contact Center: First Steps, The Big Picture & What’s to Come

    Sponsored by: NICE inContact

    How can AI make your contact center more productive? Find out in this webinar which features Forrester's Art Schoeller discussing what’s on the horizon for AI and how contact centers can benefit from AI integration.

  • Improving Your Agent Experience, 1 Step at a Time

    Sponsored by: NICE inContact

    The more a contact center can engage and motivate agents – the less attrition it will experience, which positively affects customers and the organization. Download this webinar to find out how to boost agent experience maturity and create a better overall CX.

  • Is AI Really What Customers Want?

    Sponsored by: BT

    Chances are, your vision of the contact center of the future includes a smoothly running omnichannel set up, with AI taking the lead in transactions. But how close is this utopia? And is it what consumers really want? Find out in this white paper, which delves into research on what consumers really want from their contact center CX.

  • The Phone is Dead; Long Live the Phone

    Sponsored by: BT

    After 10 years of tracking a gradual decline in customer preferences to call, British Telecommunications’ new global Autonomous Customer survey is showing a radical resurgence of one of the oldest channels of all: voice. Explore BT’s research around the revitalization of phone channels — and how you can adjust your strategy in this white paper.

  • Ten considerations for moving your contact center to the cloud

    Sponsored by: Genesys

    By evaluating criteria and answering critical questions at the outset, organizations will be able to find the best match for their business goals and requirements. View this ebook to learn the 10 key considerations for selecting a partner and moving to a cloud-based contact center.

  • Secrets to a successful contact center migration

    Sponsored by: Genesys

    Right now, contact centers are shifting away from existing systems and toward the cloud. This guide offers 7 tips to ensure your contact center migration to the cloud is a successful one, with insight into how to search for the best path to the cloud and choosing the right cloud provider. Stay ahead of the pack. Read the guide to learn more.

  • Twelve signs you’re ready to upgrade to a cloud contact center

    Sponsored by: Genesys

    It can be hard to meet customer expectations when your contact center agents are more focused on tech problems surrounding calls than the customer calls themselves. That's why organizations are upgrading to a cloud-native contact center that focuses on collaboration. This guide lists 12 benefits of a cloud contact center. Read the guide here.

  • CallTower Teams Direct Routing + Five9 Contact Center = POWERFUL

    Sponsored by: CallTower, Inc.

    Together, CallTower and Five9 empower the Microsoft Teams digital environment to provide a strong, positive customer experience. In this brief, explore the capabilities of CallTower’s Microsoft Teams Direct Routing and Five9 Blended Cloud Contact Center.

  • Evolve IP Drives CARS’ Contact Centers into the Future

    Sponsored by: EvolveIP

    Charitable Adult Rides and Services (CARS) is a non-profit that enables vehicle donations for charities. As they grew, their call center software became outdated and unintegrated. After searching around, they decided to upgrade with Evolve IP. Learn about CARS’ experience in this case study.

  • Cloud vs. On-Premises: Understanding the Key Differences

    Sponsored by: Fuze

    The only way to understand the advantages of one thing over another is to compare them side-by-side. In this resource, see how Fuze’s cloud communications delivery model compares to traditional premises-based systems.

  • How 9 CCaaS Vendors Measure Up

    Sponsored by: EvolveIP

    According to Gartner, CCaaS solutions are becoming the preferred deployment model for many contact centers in North America—a title that was previously held by on-premises contact centers. Download this Magic Quadrant report to assess 9 of the top vendors and their products to see why CCaaS has continued to be the popular choice.

  • Innovative Ways To Address The Top 3 Agent Empowerment Challenges

    Sponsored by: Talkdesk

    Contact centers are struggling to keep their agents engaged. The word “empowerment” is regularly offered up as an end-all-be-all solution for driving culture improvement, but what does it really mean to empower agents? Find out in this trend report, which explores what it really means to empower your team members.

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