Contact Center Software Research
-
Infographic: CPaaS tools driving the market
Sponsored by: TechTarget ComputerWeekly.comThe pandemic drove demand for embedded and digital communications as organisations looked to replace in-person communication. As a result, new CPaaS use cases emerged around telehealth, e-commerce and retail. This infographic highlights some of the key use cases driving change in the market.
-
Understanding CPaaS market growth, trends and providers
Sponsored by: TechTarget ComputerWeekly.comThe CPaaS market is maturing as increased demand for digital communications drives new use cases. Organizations looking to buy CPaaS APIs should examine the various use cases that APIs can address and how to choose a CPaaS provider. Read this article to learn more about the trends and providers fueling CPaaS market growth.
-
UCaaS vs. CCaaS vs. CPaaS: What's the difference?
Sponsored by: TechTarget ComputerWeekly.comIt can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together.
-
Contact center AI opens new frontiers for customer engagements
Sponsored by: TechTarget Customer ExperienceLearn 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.
-
4 Benefits of Deploying Managed UC Services
Sponsored by: NWN CorporationIT departments are constantly seeking ways to move applications, data and services to the cloud. Yet, UC has remained in-house and on premises longer. But, over the years, managed UC services have come a long way to create a solid set of benefits that may convince business leaders to reconsider. In our expert guide, dive into 4 of those benefits.
-
How to choose a contact center software system in 2020
Sponsored by: CloudCall LtdSelecting contact center software is a daunting task. Contact center software is the heart of an organization, handling all inbound and outbound contacts, and it's critical for driving efficient and effective business performance. Explore some expert tips for choosing a contact center software system in this guide.
-
Contact center workforce management keeps pace with consumers
Sponsored by: TechTarget Customer ExperienceAs 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.
-
Achieve CX Optimization with Call Center Transformation
Sponsored by: SquelchIn 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.
-
Taking on Virtual Agents to Handle Global Smartphone Users
Sponsored by: ConvergeOneExplore the growing acceptance of virtual agents and find out how Vivino, the world's most downloaded wine app, configured their contact center and improved customer experiences for millions of global smartphone users speaking different languages.
-
AI in CRM: 10 Tips for Implementing Bots
Sponsored by: ConvergeOneExplore how AI and NLP work with – not in lieu of – contact agents, and key factors to consider about virtual agent chatbots.
-
Contact Center Technology and Automation Tools You Should Know
Sponsored by: ConvergeOneExplore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.
-
Figure Out the Future of your Contact Center
Sponsored by: ConvergeOneTap into this expert guide to see how real companies choose between on-premises, cloud and hybrid contact centers, and explore how omnichannel contact centers can still include voice capabilities.
-
Create and implement an all-purpose multichannel contact center
Sponsored by: ConvergeOneFind out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
-
A Look at 5 Contact Center Automation Tools
Sponsored by: GenesysIn this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
-
Contact center software features help fulfill the customer's journey
Sponsored by: TechTarget Customer ExperienceFrom cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization.
-
Top 7 Contact Center Dos & Don'ts
Sponsored by: NICECustomer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts.
-
The Recent Shift in the Contact Center Market
Sponsored by: GenesysThe unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.
-
How Automated Contact Services Help One Health Center Reduce Missed Appointments
Sponsored by: MicrosoftIn this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.
-
Contact center software features help fulfill the customer's journey
Sponsored by: ConvergeOneFrom cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization.
-
Let's Chat: 4 Limitations of Automated Agents in the Contact Center
Sponsored by: GenesysIn this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
-
Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
Sponsored by: IBMThis white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
-
Get the Most Out of Multichannel Marketing Automation Software
Sponsored by: PegasystemsIn this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.
-
3 Keys to a 5-Star Mobile User Experience
Sponsored by: Hewlett Packard EnterpriseAccess this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
-
The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now
Sponsored by: KANABuilding a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.
-
Omni-Channel Customer Service Demands the Intelligent Contact Center
Sponsored by: KANAIn order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
