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4 Steps to a Virtualized Contact Center
sponsored by Genesys
WHITE PAPER: Customer experience is a key differentiator for businesses today, and as a result contact centers must manage to improve service quality while also doing more with less. Creating a virtual contact center allows companies to achieve both goals, by increasing efficiency while reducing total cost of ownership.
Posted: 14 Mar 2014 | Published: 31 Jan 2013

Genesys

The Blueprint to Contact Center Modernization- Replacing Your ACD
sponsored by Genesys
WHITE PAPER: Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case.
Posted: 14 Nov 2013 | Published: 14 Nov 2013

Genesys

Reach, Converse, Close: Automated Assisted Dialing Comes of Age
sponsored by Five9
WHITE PAPER: In this report from the Aberdeen Group, get a comprehensive look at how automated assisted dialing (AAD) is improving the effectiveness of phone conversations and boosting the sales pipeline.
Posted: 26 Sep 2014 | Published: 31 May 2014

Five9

Seven Blueprints for Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center.
Posted: 13 Mar 2014 | Published: 13 Mar 2014

Genesys

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations
sponsored by CosmoCom, Inc.
WHITE PAPER: This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: 27 May 2008 | Published: 01 Jan 2008

CosmoCom, Inc.

Finally, a Simple Way to Deploy a Customer Contact Center
sponsored by Contactual (Now 8x8, Inc.)
WHITE PAPER: The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.
Posted: 11 Feb 2010 | Published: 11 Feb 2010

Contactual (Now 8x8, Inc.)

Remote Collaboration: How the World Defies Distance
sponsored by Polycom, Inc.
WHITE PAPER: This survey outlines the top 10 remote collaboration challenges – which were determined by 5000 business professionals from around the globe.
Posted: 22 May 2014 | Published: 21 May 2014

Polycom, Inc.

Systems Of Engagement Demand New Integration Solutions — And A New IT
sponsored by IBM
WHITE PAPER: Today's businesses must interact with customers in more ways than ever before -- online, through mobile apps, via social media, and more. To deliver this new genre of customer engagement applications, a higher level of integration is necessary, as is a reorganization of the IT landscape in general.
Posted: 16 May 2014 | Published: 30 Apr 2013

IBM

Insights on scaling network efficiency economically
sponsored by HP
WHITE PAPER: Expectations run high in today's bandwidth-intensive, always-on computing world. Users expect instant access to applications, fast-streaming videos, jitter-free voice, and Web pages that load in the blink of an eye. Failing to meet these expectations can have a significant impact.
Posted: 11 Aug 2014 | Published: 31 Dec 2012

HP

The Total Economic Impact of CA Service Assurance
sponsored by CA Technologies.
WHITE PAPER: This report features analysis from Forrester Consulting to examine the total economic impact and potential ROI enterprises may realize by deploying a portfolio of the following solutions: application performance management, infrastructure management, service operations management, and executive insight for service assurance.
Posted: 16 Jun 2014 | Published: 31 Jan 2013

CA Technologies.
 
 
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