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Customer Interaction Services

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ALSO CALLED: CIS, Customer Relations
DEFINITION: Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though  … 
Definition continues below.
Customer Interaction Services White Papers (View All Report Types)
1 - 25 of 142 Matches Previous Page  |  Next Page
The growing demand for rich media
sponsored by IBM
WHITE PAPER: This white paper examines how a digital asset management (DAM) solution can help overcome rich-media content delivery and why it is a core element of any rich media strategy.
Posted: 22 Jan 2015 | Published: 22 Jan 2015

IBM

IBM ExperienceOne: Continuous engagement at Greenwheels
sponsored by IBM
WHITE PAPER: This video demonstration examines how IBM ExperienceOne helps organizations attract, engage and maximize the lifetime value of customers by enriching the ways they access product information and interact with your company digitally.
Posted: 21 Jan 2015 | Published: 21 Jan 2015

IBM

Case Study: Performance Bike
sponsored by IBM
WHITE PAPER: This white paper examines how Performance Bicycle, a leading cycling product retailer based in North Carolina, created an interactive, centralized collection of employee knowledge seamlessly linked to its e-commerce site – enabling knowledgeable employees to share expertise with customers and visitors.
Posted: 21 Jan 2015 | Published: 21 Jan 2015

IBM

Demonstrating the ROI of IBM’s Exceptional Digital Experience Solutions
sponsored by IBM
WHITE PAPER: This whitepaper examines the results of an IDC study concerning the economic benefits of moving away from a homegrown solution or custom integration of multi-vendor components to a single-platform digital content delivery solution – specifically IBM's integrated Exceptional Digital Experience suite.
Posted: 20 Jan 2015 | Published: 20 Jan 2015

IBM

IBM Named a Leader in 2014 Gartner Magic Quadrant for Horizontal Portals
sponsored by IBM
WHITE PAPER: This report from Gartner takes a look at the horizon portal solution vendors you should be aware of, providing an in-depth breakdown of the pros and cons of each.
Posted: 20 Jan 2015 | Published: 01 Oct 2014

IBM

Forrester Market Overview: Digital Customer Experience Delivery Platforms
sponsored by IBM
WHITE PAPER: This report examines the critical details surrounding emerging digital customer experience delivery platforms, taking a look at the vendors delivering these solutions.
Posted: 20 Jan 2015 | Published: 26 Nov 2012

IBM

FinancialForce ERP at Customer Speed
sponsored by FinancialForce
WHITE PAPER: FinancialForce.com is a cloud-based ERP solution built on the Salesforce Platform that promises clients the ability to create a unified, informed voice across the entire organization by collapsing the time and effort out of ERP processes. Read on to learn more about this ERP management approach and what it can do for you.
Posted: 30 Dec 2014 | Published: 30 Dec 2014

FinancialForce

4 Ways to Engage Customers on Your Website
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Explore this exclusive resource to find out if your website is up to the standards of today's demanding customers. Also gain access to the top 4 tips on how you can improve customer engagement on your website.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Oracle Corporation UK Ltd

How Your Company's Actions Impact Customer Behaviors
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Read the following white paper to learn how to appropriately assess your customers' attitude towards your delivered experience and how to analyze your company's actions to see how they impact the customer.
Posted: 12 Dec 2014 | Published: 12 Dec 2014

Oracle Corporation UK Ltd

Sales in the Cloud: Engage customers, close more deals
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Access this white paper to find out the perfect recipe for a modern sales strategy, and how process automation and social media can gracefully integrate in the cloud.
Posted: 11 Dec 2014 | Published: 11 Dec 2014

Oracle Corporation UK Ltd

Self-Service Customer Contact Tools: Why They are Big This Year
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Read the following white paper to uncover why self-service will be a key customer contact tool in the years ahead. Additionally, gain access to the 10 top strategies for enhanced web self-service.
Posted: 10 Dec 2014 | Published: 10 Dec 2014

Oracle Corporation UK Ltd

Proactively Manage Service Levels - How to Improve Customer Experience, Avoid Penalties, Improve Performance, and Increase Agility
sponsored by Automic
WHITE PAPER: This whitepaper starts by exploring the challenges of meeting SLAs in this new world that we find ourselves in. It then goes on to highlight the critical capabilities needed to proactively manage SLAs and explains how the Automic Business Automation platform provides the capabilities.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

Automic

The Key to Unlocking What Your Customers Really Want
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how the adoption of analytics can help companies better understand what their customers want, and promote upsell on new services.
Posted: 25 Nov 2014 | Published: 25 Nov 2014

Hewlett-Packard Company

How APIs Displace ESBs and SOA in the Enterprise
sponsored by Apigee
WHITE PAPER: Powering interactions via apps requires a new architecture. Companies today seek to leverage the latest forms of mobile and rich-client engagement to build new experiences. Enterprises must move from delivering web apps as the primary interaction channel to powering interactions across multiple interactive touch points.
Posted: 18 Nov 2014 | Published: 18 Nov 2014

Apigee

Banks Thrive on Customizable, End-to-End Workflows for Improved Customer Experience
sponsored by Hewlett-Packard Limited
WHITE PAPER: Access the following white paper to uncover how end-to-end information workflows can improve virtually every aspect of the customer experience, protect valuable information, streamline operations, and more.
Posted: 14 Nov 2014 | Published: 30 Nov 2012

Hewlett-Packard Limited

How Banks Can Exceed Customer Expectations
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how an end-to-end information workflow solution specifically designed for banking can help you exceed customer expectations.
Posted: 11 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

Banks Must Reinvent the Customer Experience to Meet New Demands
sponsored by Hewlett-Packard Limited
WHITE PAPER: Find out how to give your bank a makeover that will accommodate the most recent customer demands.
Posted: 10 Nov 2014 | Published: 31 Mar 2014

Hewlett-Packard Limited

Creating the Omnichannel Customer Experience
sponsored by [24]7
WHITE PAPER: Find out how leveraging big data, predictive analytics and real-time decision making can improve the customer experience in today's world of multi-platform, mobile and social consumers.
Posted: 23 Oct 2014 | Published: 23 Oct 2014

[24]7

Industry Experts Share Their Thoughts on the World of Customer Experience
sponsored by [24]7
WHITE PAPER: Find out what 5 pros have to say about their customer experience journey and find out how you can apply their best practices to your own.
Posted: 22 Oct 2014 | Published: 30 Sep 2014

[24]7

The Conversational Cloud – Beyond the Hosted Contact Center
sponsored by [24]7
WHITE PAPER: Learn how the cloud is helping organizations revamp their contact centers.
Posted: 21 Oct 2014 | Published: 31 Dec 2013

[24]7

Big Data Can Make Chat Interactions Intelligent, Intuitive & Effective
sponsored by [24]7
WHITE PAPER: Learn about the first predictive, real-time customer assistance solution for chat that utilizes big data to can help you simplify and resolve customer issues faster and more efficiently.
Posted: 21 Oct 2014 | Published: 21 Oct 2014

[24]7

Deliver More Intelligent Chat
sponsored by [24]7
WHITE PAPER: Find out how predictive analytics and real-time modeling can help your business deliver more intelligent chat.
Posted: 17 Oct 2014 | Published: 17 Oct 2014

[24]7

Best Practices for Delivering a Personalized Customer Experience
sponsored by Genesys
WHITE PAPER: This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel contact center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Customer Service - Beyond the Call Center
sponsored by Salesforce
WHITE PAPER: 61% of customers preferring assistance over the phone and 60% over email, so many companies are looking to contact centers for service solutions. This white paper breaks down the essentials of contact centers into key topics, such as understanding the modern customer and defining customer service without a call center.
Posted: 02 Sep 2014 | Published: 02 Sep 2014

Salesforce

Revolutionising Contact Centre Quality Management with Speech Analytics
sponsored by Genesys
WHITE PAPER: Call centres traditionally rely on a quality management analyst to listen to, score, and provide feedback to ensure the quality of customer service being delivered. This informative white paper discusses key factors for speech evaluation, providing insights to essential management processes and suggestions for quality management solutions.
Posted: 14 Aug 2014 | Published: 31 Dec 2013

Genesys
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CUSTOMER INTERACTION SERVICES DEFINITION (continued): … Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to "be on the same page."

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