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Contact Center Services White Papers

  • 8x8: Collaboration and AI Take Customer Care to the Next Level

    Sponsored by: Kingpin Comm. - 8X8

    The contact center has been undergoing massive change for years, as businesses migrate to the cloud and pursue omnichannel customer engagement strategies. But in 2020, several new and stabilized trends have emerged. Read on to learn how AI, collaboration, and hybrid cloud tools are breaking through the hype cycle and offering real solutions.

  • Integrate Microsoft Teams into the Contact Center

    Sponsored by: FourNet

    The adoption of Microsoft Teams has increased exponentially since COVID-19 began.FourNet takes Teams beyond internal employee collaboration by integrating the solution into contact centers. Read this eBook to learn about FourNet’s Teams integration offering, including key benefits, deployment timeline, and more

  • UK Contact Center Verticals: Insurance

    Sponsored by: Genesys

    “UK Contact Centre Verticals: Insurance” by ContactBabel looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK insurance sector. Download your copy to review their results.

  • UK Contact Centre Verticals: Retail & Distribution

    Sponsored by: Genesys

    “UK Contact Centre Verticals: Retail & Distribution” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK retail & distribution sector. Download your copy to explore ContactBabel’s findings.

  • UK Contact Centre Verticals: Finance

    Sponsored by: Genesys

    “UK Contact Centre Verticals: Financial Services” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK financial services sector. Grab your copy to explore ContactBabel’s findings.

  • 6 Best Practices for Remote Contact Center Agents

    Sponsored by: Avaya

    Download this infographic to explore 6 best practices that can help your contact center agents be successful when they’re working remotely.

  • Transforming Customer Experience Through Contact-Center-as-a-Service

    Sponsored by: TATA Communications

    CX is set to overtake price and product as key brand differentiators. Enhancing the value of CX is essential to increasing customer lifetime value and retention, and now that enterprises are on their way to the cloud, CX must follow suit. Scan this white paper presented by Frost & Sullivan to get a glimpse of Contact-center-as-a-Service.

  • Tata Communications’ One-Stop Shop Met the Needs of Both Microsoft Office 365 And InstaCC Global™

    Sponsored by: TATA Communications

    Tata Communications was able to partner with Personiv, a premium outsourcing provider. Through this partnership, Personiv was able to adopt new-age technologies that granted employees superior enterprise-wide collaboration. As a result, they were able to digitally transform and grow. Dive into this case study to learn more.

  • 2020 Best Practices Award: Avaya for Workforce Optimization

    Sponsored by: Avaya

    Frost & Sullivan chose to produce a Frost Radar on a key market within the contact center industry—workforce optimization (WFO)—because it drives performance, agent engagement, and improved customer experience (CX). Download a copy of the report to see why Avaya was recognized as the top innovator for the WFO market.

  • Now could be the time to shift your contact center to the cloud

    Sponsored by: Avaya

    With benefits like increased cost savings, flexibility, scalability and more, it’s not surprising that there’s been a steady rise in cloud contact center adoption. Read this blog post to explore some of the top benefits of shifting your contact center to the cloud.

  • Contact Centre As A Service Reshaping The Customer Service Landscape for Businesses

    Sponsored by: TATA Communications

    Digitizing customer experience is fast becoming a key necessity among businesses as customers today are spread across different parts of the globe and want to interact via different channels. Read this Frost & Sullivan report to see how CCaaS has already—and will continue to—reshape the customer service landscape.

  • 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.

  • 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.

  • Moving to a Virtual Contact Center

    Sponsored by: Vonage

    Read this eBook to learn about moving to a virtual contact center, and how it can help you drive exceptional customer experiences.

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

    Sponsored by: Genesys

    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.

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