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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 ServicesWhite Papers (View All Report Types)
26 - 50 of 152 Matches Previous Page  | Next Page
Accelerate Access to Critical Customer Data with Simple Salesforce Migration
sponsored by Scribe Software Corporation
WHITE PAPER: Accurate, consistent integration of data between core systems is no small feat with many hurdles along the path to success. View this whitepaper now to find out 4 primary areas that present challenges to successful integration, and essential tips to avoid them.
Posted: 08 Sep 2014 | Published: 08 Sep 2014

Scribe Software Corporation

Modern Sales In the Cloud: In the Era of the Empowered Customer
sponsored by Oracle Corporation
WHITE PAPER: Find out how you can accommodate the demands of today's customers, while ensuring the successful execution of your sales goals.
Posted: 05 Sep 2014 | Published: 05 Sep 2014

Oracle Corporation

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

The Who, What, When, Where and How of Real Time Personalization
sponsored by IBM
WHITE PAPER: Uncover the key questions which must be considered by marketers in order to provide real-time personalization.
Posted: 28 Aug 2014 | Published: 31 Oct 2013

IBM

Improve Service with a Single View of the Customer
sponsored by Informatica
WHITE PAPER: Uncover the impact of cloud master data management (MDM) on CRM success, as well as the 5 stages of the customer lifecycle.
Posted: 20 Aug 2014 | Published: 30 Jun 2013

Informatica

Consolidating Multiple Salesforce Orgs - A Best Practice Guide
sponsored by Informatica
WHITE PAPER: Learn about the various approaches to addressing the multi-org challenge, and find out how a cloud-based master data management (MDM0 solution can maximize end-user adoption and return on investment.
Posted: 20 Aug 2014 | Published: 30 Jun 2013

Informatica

Gain Critical Insights with the Right Data
sponsored by Salesforce Data.com
WHITE PAPER: Find out how one vendor's technology can give your sales team a competitive edge by giving you a 360-degree view of your customers.
Posted: 20 Aug 2014 | Published: 20 Aug 2014

Salesforce Data.com

Reboot Your Organization For Modern Marketing
sponsored by Box
WHITE PAPER: The following report will intends to introduce CMOs to the concept of a marketing operating system—an organizational framework that will enable CMOs to develop more flexible and more customer-aware marketing teams.
Posted: 15 Aug 2014 | Published: 15 Aug 2014

Box

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

Multi-Channel Marketing – Delivering Big on Next-Gen Customer Experience
sponsored by Infor
WHITE PAPER: Learn about the multi-channel marketing approach and how it can help your business deliver a top-notch next-gen customer experience.
Posted: 07 Aug 2014 | Published: 07 Aug 2014

Infor

From Campaigns to Engagement: Moving Past the Status Quo
sponsored by Infor
WHITE PAPER: Find out why organizations need to adopt various forms of communication and content for each and every decision stage and channel in order to fuel revenue growth and customer satisfaction
Posted: 06 Aug 2014 | Published: 06 Aug 2014

Infor

Giving Customers What They Want, When They Want It
sponsored by Infor
WHITE PAPER: Find out which key characteristics collectively create the most effective customer experience.
Posted: 05 Aug 2014 | Published: 05 Aug 2014

Infor

Omni-Channel Customer Care
sponsored by Infor
WHITE PAPER: Learn how an omni-channel customer experience management (CEM) program can help your company accommodate changing buyer needs.
Posted: 04 Aug 2014 | Published: 31 Oct 2013

Infor

Smarter Analytics: Driving Customer Interactions with the IBM Next Best Action Solution
sponsored by IBM
WHITE PAPER: Find out how you can improve customer satisfaction rates and revenue through analytics.
Posted: 10 Jul 2014 | Published: 28 Aug 2013

IBM

Differentiate your CRM with Cloud-based Customer Service
sponsored by Salesforce
WHITE PAPER: In this booklet, we'll show you what the #1 customer service application, Service Cloud, looks like and how to use the features.
Posted: 16 Jun 2014 | Published: 16 Jun 2014

Salesforce

The Business Value of IBM's Exceptional Digital Experience Solutions
sponsored by IBM
WHITE PAPER: Get the results of an IDC study conducted on behalf of IBM assessing the impact of migrating from a homegrown digital experience platform to IBM's integrated Exceptional Digital Experience suites.
Posted: 05 Jun 2014 | Published: 30 Nov 2013

IBM

Creating Intelligent Customer Service Experiences
sponsored by Kodak
WHITE PAPER: This informative resource paves a path to profitable customer relations for your organization and offers 5 key recommendations for creating amazing customer experiences.
Posted: 14 May 2014 | Published: 31 Jan 2014

Kodak

BPS Edge: CEM The New Style of Customer Engagement Management
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out about the most recent customer engagement management innovations.
Posted: 03 Jul 2014 | Published: 31 Mar 2014

Hewlett-Packard Company

A New Style of IT: The Dawn of a New Normal
sponsored by Hewlett-Packard Company
WHITE PAPER: Uncover the key findings from research conducted by Gartner to expose what digital business means for companies, and how to enhance the customer experience to thrive in the digital era.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

Hewlett-Packard Company

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013

Cisco

Smarter Process in the age of the customer
sponsored by IBM
WHITE PAPER: Customers expect your operations to be instant, seamless and insightful so that each interaction is fast and effective. Access this fascinating white paper today to learn about expert solutions for improving business operations so as to effectively cater to customer interactions.
Posted: 12 Jun 2014 | Published: 30 Apr 2013

IBM

Successful Customer Experience Calls for Customer Insight
sponsored by Sitecore
WHITE PAPER: Find out how learning more about what your customers want can boost your customer loyalty rates.
Posted: 12 Jun 2014 | Published: 30 Apr 2014

Sitecore

Real-Time Insights to Forge Deeper Relationships with Your Customers
sponsored by SAP
WHITE PAPER: Uncover the key features of the SAP Customer Engagement Intelligence application, so you can form valuable relationships with your customers.
Posted: 04 Jun 2014 | Published: 04 Jun 2014

SAP

Revamp Retail Transactions with Omni-Channel Technology
sponsored by Toshiba
WHITE PAPER: Read this exclusive white paper now to find out the differences between omni-channel and multi-channel technologies, as well as which more is more highly recommended.
Posted: 05 May 2014 | Published: 31 Jan 2014

Toshiba
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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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