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Contact Center Software Research

  • EXPERT INSIGHT EBOOK: CHATBOTS IN CX

    Sponsored by: [24]7.ai

    In this eBook, CX Network looks at the examples of three very different organizations – a large private company, a charity and a government body – to find out the role chatbots have played in transforming their front-facing services. Read this eBook to explore their experiences and chatbot deployment tips.

  • Using AI Routing to Find Your Contact Center Soulmate

    Sponsored by: Avaya

    Read this blog post to see how using AI can help you navigate all the difference personalities in the contact center.

  • Avaya & Google Cloud Contact Center AI for Healthcare

    Sponsored by: Avaya

    In their recent collaboration, Avaya and Google Cloud emphasize that in healthcare, a patient’s experience goes far beyond a doctor’s visit. Learn how the Avaya and Google Cloud Contact Center leverages AI to deliver the best experiences for both patients and staff.

  • Contact Center of the Future

    Sponsored by: Avaya

    As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. Read this blog post to explore the 5 essential features for the contact center of the future.

  • Conversational Voice Response: Bringing the Best Tech Forward

    Sponsored by: [24]7.ai

    While Interactive Voice Response (IVR) systems are generally seen with dismay and disgust by customers, these tools fill a crucial role in most businesses by automating contact center routing and tackling other menial tasks. Read on to learn about Conversational Voice Response, the evolution of IVR and next step in intelligent customer engagement.

  • The Aragon Research Globe for Intelligent Contact Centers, 2020

    Sponsored by: Avaya

    The contact center market is one that is in flux thanks to high demand for cloud contact centers in enterprises both large and small. In addition, AI powered contact centers and omnichannel models are becoming significantly more popular. Access this Aragon Research report to evaluate the performance of 15 major provides in this market for yourself.

  • Improving Contact Center Performance with Virtual Agent and Chatbot Technology

    Sponsored by: [24]7.ai

    In this white paper, [24]7.ai tackles some of the most pervasive and costly problems inherent in contact center operations and shows you how solving one problem has a positive cascading improvement effect on all others.

  • 10 considerations for moving your contact center to the cloud

    Sponsored by: Genesys

    The maturity of cloud platforms inspires new confidence in moving mission critical systems—like your contact center—to the cloud. Read this eBook to review 10 key considerations for selecting a cloud contact center partner and tips for a successful migration.

  • 10 Reasons why the Genesys customer experience platform is the right choice for your contact center

    Sponsored by: Genesys

    Download this white paper to explore 10 reasons to adopt the Genesys customer experience platform for your contact center.

  • Intelligent Automation in Contact Centers: Making it Real

    Sponsored by: Inference Solutions

    Intelligent automation can help customers using a self-service channel get the assistance they need the first time around. Download this white paper to learn about using intelligent automation, specifically IVAs and RPA, in your contact centers and customer service strategy.

  • Intelligent Virtual Agents for Customer Care

    Sponsored by: Inference Solutions

    Organizations of all types, from small businesses to Fortune 500 enterprises, entrust the front line of their call centers to IVAs. Learn about one IVA offering by Inference, and its features, as well as how you can get started in this eBook.

  • How to Improve Contact Center Culture & Boost Morale

    Sponsored by: Noble Systems

    In the contact center, the consequences of poor culture are greater, since it has a direct impact on the level of customer service that’s provided. Download this eBook to explore the effects of negative contact center culture, and steps you can take to boost morale and engagement.

  • Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service

    Sponsored by: Inference Solutions

    Intelligent virtual agents (IVAs) are an increasingly popular—and effective—approach to delivering personalized customer experiences across all channels. Learn about using IVAs as part of your self-service strategy and how you can get started in this white paper.

  • The 10 Providers That Matter Most And How They Stack Up

    Sponsored by: NICE inContact

    Forrester recently evaluated 33 different CCaaS providers to identify the top 10. Download this Forrester report to see how the providers measure up, and explore tips for choosing the right solution for you.

  • Optimize Costs, Onboard Virtual Staff Quickly, and Ensure Business Continuity With Tehama

    Sponsored by: Tehama

    Call and contact centers live in real time, and have zero margin for error when it comes to business disruptions. This is why virtualizing and moving call centers to the cloud can be transformative to their success. Read this data sheet to learn why.

  • Predictive & Psychometric Properties of the TrueNorth Speaking Test

    Sponsored by: Emmersion Learning

    The TrueNorth Speaking Test (TNT) is the first-ever, fully-automated speaking test. Through AI and ML, TNT improves accuracy for spoken language proficiency testing by eliminating the human error and bias that often accompanies traditional interviews. Learn more about TNT and its key features in this product overview.

  • The Surprising Value of Accurate Language Screening

    Sponsored by: Emmersion Learning

    Download this white paper to see how improving your language screening process for contact center hiring can help you save time and money on training and recruiting, reduce agent turnover, and improve customer experience.

  • How to Use—and When to Avoid— Interview-Style Language Testing

    Sponsored by: Emmersion Learning

    When contact centers want to screen for language ability, most choose to conduct an interview-style assessment. If you plan to use an in-house solution for language assessment like an interview-style test, follow the 5 steps outlined in this white paper. Download your copy to learn more.

  • Quiq's Chatbot Workbook: Your Getting Started Guide

    Sponsored by: Quiq

    If implemented correctly, chatbots can help you provide top-notch customer service. But, if deployed incorrectly, they can cause irreparable damage to your organization’s brand and reputation. That’s why Quiq put together this workbook to help you get started. Download your copy to explore their best practices and tips for chatbot success.

  • Tuning Up Service Levels with WFM in the Contact Center

    Sponsored by: Noble Systems

    In this eBook, learn how using Workforce Management (WFM) tools in your contact center can help elevate customer service with smart forecasting, planning and scheduling.

  • Remote Agent Playbook

    Sponsored by: RingCentral

    Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.

  • Buyer’s Guide To Contact Center Technology

    Sponsored by: Noble Systems

    Download this guide for tips that can help you determine if you’re ready for a new contact center technology solution and how to find the right partner for your needs.

  • Fundamentals for a Modern Contact Center

    Sponsored by: Noble Systems

    In this eBook, learn how to bring your contact center in line with the needs of modern consumers so you don’t get left by the wayside.

  • Contact center workforce management keeps pace with consumers

    Sponsored by: SearchCRM

    As contact centers increasingly implement AI and automation and migrate operations to the cloud, contact center workforce management software plays a critical role in improving customer interactions with agents and helping transform customer service from a cost center into a profit center.

  • Contact center AI opens new frontiers for customer engagements

    Sponsored by: SearchCRM

    Learn how contact center AI transforms one-dimensional call centers into all-encompassing, multidimensional customer experience centers with the help of artificial intelligence and automation technologies like machine learning, natural language processing, computer vision and neural networks.

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