Contact Centers Research
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Computer Weekly – 27 February 2024: Microsoft's 'unfair' cloud licensing under scrutiny
Sponsored by: TechTarget ComputerWeekly.comIn this week's Computer Weekly, we examine claims that Microsoft's licensing policies are damaging competition in the cloud. Our latest buyer's guide asks if hybrid cloud is now CIOs' end goal, and not just an interim step on the journey. And we look at how the focus on customer experience is impacting the unified comms market. Read the issue now.
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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.
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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.
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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.
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MicroScope – October 2019: What's next for the channel?
Sponsored by: MicroScopeThe fourth quarter is the busiest in the channel, and we get an idea of which technologies should be selling strongly
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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.
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AI: What it is, and should you use it
Sponsored by: FourNetThe hype surrounding artificial intelligence (AI) and all its potential applications is seemingly unending—but, could it really as powerful as people say it is? Keep reading to discover what AI is by definition, why it's becoming a hot commodity for contact centers, and the pros and cons of implementing it for yourself.
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Transforming Customer Support with Artificial Intelligence Capabilities
Sponsored by: ZendeskDownload this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.
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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.
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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.
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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.
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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.
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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.
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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.
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Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
Sponsored by: Five9Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
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Boost Contact Center Service (Without Adding Agents)
Sponsored by: NICEContact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
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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.
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Explore the Changing Contact Center Landscape
Sponsored by: LogMeIn RescueNew technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
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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.
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Develop a Multichannel Strategy that Supports Customer Experience Management
Sponsored by: BoldChat - LogMeInProviding a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.
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Video, Live Chat Usher in Multichannel Customer Service Challenges
Sponsored by: BoldChat - LogMeInCustomers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
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Manage Your Contact Center For More Meaningful KPI's
Sponsored by: GenesysIn this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
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As Multichannel Intensifies, Call Centers Get a Wake Up Call
Sponsored by: ZendeskThe multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.
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How Does Social Customer Service Affect Contact Centers?
Sponsored by: Oracle CorporationIn this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.
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10 Steps to a More Social Contact Center
Sponsored by: Oracle CorporationThis expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
