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Contact Center Services White Papers

  • Quick Wins with Contact Center Speech Analytics

    Sponsored by: 8x8, Inc.

    Even if you have years of experience in managing contact centers, getting started with speech analytics may seem daunting. But the good news is: It’s not as hard—or as time-consuming—as you might think. Download this guide to learn how you can get started with speech analytics today.

  • 8x8 Intelligent IVR

    Sponsored by: 8x8, Inc.

    8x8 Intelligent IVR is a speech enabled intelligent voice response system that leverages analytics and AI to provide self-service options for incoming callers. Learn about it—and what it can do for your contact center—in this product overview.

  • The ROI of Uniting Unified Communications and Contact Center

    Sponsored by: 8x8, Inc.

    Download this report to explore the quantifiable benefits you could experience by incorporating UC capabilities within your contact center.

  • AWS Seeks Niche in the Cloud UC Market

    Sponsored by: SearchAWS

    In this resource, learn how AWS could play a bigger role in the cloud UC market in 2020 and beyond by targeting developers and existing AWS customers.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • MicroScope – October 2019: What's next for the channel?

    Sponsored by: MicroScope

    The fourth quarter is the busiest in the channel, and we get an idea of which technologies should be selling strongly

  • 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.

  • Call Center Quality Assurance Guide

    Sponsored by: CallMiner

    In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.

  • 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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