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Contact Center Management Research

  • 8x8: Streamlining Collaboration and Customer Care

    Sponsored by: 8x8, Inc.

    Frost & Sullivan forecasts the overall market revenue for hosted and cloud contact centers to increase at a CAGR of 11.4% through 2022—mainly due to the benefits they offer. Explore contact center trends, and how 8x8’s cloud offerings can streamline collaboration and customer care in this research report.

  • 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.

  • 8 Contact Center Trends to Watch in 2020

    Sponsored by: 8x8, Inc.

    Over the last decade, most of the predictions surrounding the state of the contact center have revolved around: AI, omnichannel technology, digital transformation, employee experience and analytics. So, what will be 2020 bring? Find out in this trend report by 8x8, which explores the 8 contact center trends to watch in the upcoming year.

  • Contact Center Operations Software: How These 41 Products Compare

    Sponsored by: Genesys

    Contact center operations software provides businesses with the capabilities necessary to run a customer contact center—but with all the software options available, how do you know which is the best choice for you? Find out in this G2 Grid Report for Contact Center Infrastructure, which ranks 41 vendors and their features.

  • 4 Businesses That Found CX Success with a Cloud Call Center

    Sponsored by: Genesys

    Meeting today’s increasing customer expectations means having the right technology to support your call center—which is why so many organizations are moving to a cloud-based platform. Download this eBook to find out how 4 call centers upgraded their technology and achieved ROI by moving their call center to the cloud.

  • Why Choose CallTower’s Direct Routing for Teams over Microsoft’s?

    Sponsored by: CallTower, Inc.

    CallTower delivers an integrated Office 365 Microsoft Teams experience with global calling plans. In this brief, compare the prices of CallTower and Microsoft’s Direct Routing for Teams.

  • 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.

  • Appian For Insurance Intelligent Contact Center

    Sponsored by: Appian

    Whether it’s a new business quote, a billing inquiry, or a claim, insurers are transforming the way they deliver customer service with the help of automation, AI and other emerging technologies. Download this product sheet to learn about one contact center offering that utilizes all those technologies and more to offer the ultimate CX.

  • 2020 Strategy: Transform Your Contact Center Experience for Employees and Customers

    Sponsored by: NWN Corporation

    Competitive organizations are increasingly turning to cloud-hosted contact center technology. Read this 2020 roadmap to learn what capabilities your modern contact center should have, and why so many organizations are turning to the cloud for better performance and CX.

  • Contact Center 2025: A Roadmap

    Sponsored by: Talkdesk

    Customer Contact Week Digital’s recent survey found that 81% of contact centers have already begun preparing and training their teams for the adoption of automation. Learn how this technology can help streamline processes and explore the other key initiatives for contact centers over the next 5 years in this 2025 Contact Center Roadmap.

  • 3 Steps to Infusing AI in the Contact Center

    Sponsored by: Talkdesk

    Many believe that AI is the future of customer service and a key disruptor for the entire contact center industry—but what does it take to implement it? Find out in this webinar, which focuses on the future of AI in the contact center and the 3 incremental steps that you can take today to apply it for maximum impact and success.

  • Magic Quadrant for Contact Center as a Service, North America

    Sponsored by: NICE inContact

    Contact center as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centers in North America. In Gartner report, discover 9 vendors and their features designed to help application leaders responsible for customer service and support technology.

  • Talkdesk vs. 8x8 vs. 7 more: Which CCaaS is Best for You?

    Sponsored by: Talkdesk

    CCaaS solutions are becoming the preferred deployment model for many contact centers in North America, replacing traditional on-premises contact center infrastructure. Find out why in this Gartner Magic Quadrant, and review 9 CCaaS providers and their features to help determine the right choice for you.

  • Contact Center

    Sponsored by: NWN Corporation

    NWN Contact Center helps deliver superior customer experiences and increased profitability levels for their customers by providing a complete digital solution, including a comprehensive analytics engine. Read this solution brief to learn how NWN helps its customers work around many common customer experience-based pain points.

  • Cloud Contact Center: What to Consider Before Migration

    Sponsored by: 4Net

    The line between unified communications and the contact center is blurring as organizations look to bring both technologies together via cloud adoption. In this expert guide, find out if moving your contact center to the cloud is right for you, and explore 5 tips for picking a call center CX platform.

  • Talkdesk GDPR Compliance

    Sponsored by: Talkdesk

    In this e-book, discover what steps Talkdesk has taken to ensure compliance with General Data Protection Regulation (GDPR). Get a comprehensive overview of Talkdesk personal data processing protocols, and review how Talkdesk ensures data security, controls third-party access to personal data, and more.

  • AI Now: Transforming Customer Experience Today

    Sponsored by: Talkdesk

    There's no debate that AI will transform how businesses approach customer experience (CX) going forward—but, how will it impact the human workforce in contact centers? Watch this webinar to find out what impact AI contact agents will have on the customer journey, and how businesses can best prepare for these seemingly inevitable transformations.

  • Pocket Guide to Contact Center Management Terms

    Sponsored by: Talkdesk

    Keeping up with the ever-growing amount of acronyms and technologies in the contact center sector is a constant challenge. Fortunately, you can use this pocket guide to contact center management terms to ensure that you are up-to-date with the terminology you need to know.

  • AI in the Contact Center: Balancing Automation and the Human Touch

    Sponsored by: Talkdesk

    Watch this webinar to learn how to leverage AI in the contact center to deliver the boost you need to provide a next-level CX, helping you to stand out among dense competition.

  • 2019 Talkdesk Contact Center KPI Benchmarking Report

    Sponsored by: Talkdesk

    Read this contact center KPI and benchmarking report to learn the role of key performance indicators and how to appropriately define success across common metrics—so you can set and achieve the goals that matter most to your organization.

  • Talkdesk: Enterprise Cloud Contact Center for the Digital World

    Sponsored by: Talkdesk

    In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.

  • How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model

    Sponsored by: Coveo

    View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.

  • X Series Solution Overview

    Sponsored by: 8x8, Inc.

    In this white paper, the 8x8 X Series consolidated contact center solution addresses the problem with an unprecedented level of integration, which can be deployed rapidly and reliability across entire organizations.

  • It's Good to Talk Even in a High Tech World

    Sponsored by: BT

    View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.

  • Achieve CX Optimization with Call Center Transformation

    Sponsored by: Squelch

    In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.

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