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Web-enabled Call Centers White Papers (View All Report Types)
 
Analyst Report: Contact Centers Must Go Digital
sponsored by Genesys
WHITE PAPER: Preferences for customer service channels are layered, and changing across all ages and demographics. Forrester Research analysts take a look at multi-channel customer use, and identify major gaps in contact center technology and operations.
Posted: 10 Jun 2016 | Published: 03 Apr 2015

Genesys

Oracle PeopleSoft CRM Integration into the Contact Center
sponsored by AMC Technology
WHITE PAPER: This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
Posted: 09 May 2008 | Published: 01 May 2008

AMC Technology

Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
sponsored by Avaya
WHITE PAPER: This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
Posted: 19 Jun 2013 | Published: 31 Dec 2012

Avaya

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics
sponsored by Verint Systems
WHITE PAPER: As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
Posted: 03 Apr 2008 | Published: 01 Apr 2008

Verint Systems

The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
sponsored by Azzurri
WHITE PAPER: This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
Posted: 08 Oct 2013 | Published: 08 Oct 2013

Azzurri

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times
sponsored by eGain Communications Corp.
WHITE PAPER: Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.
Posted: 17 Feb 2010 | Published: 17 Feb 2010

eGain Communications Corp.

Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013

Genesys

Six Keys to Small Business Success
sponsored by Salesforce
WHITE PAPER: Small business owners all want to grow their business, and they create products, buils awareness, and target market in order to do that. But are you overlooking the role that technology can play in growing your small business?
Posted: 07 Mar 2014 | Published: 07 Mar 2014

Salesforce

Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center
sponsored by Genesys
WHITE PAPER: This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
Posted: 04 Sep 2008 | Published: 04 Sep 2008

Genesys

Contact Center Security: Moving to the True Cloud
sponsored by LiveOps
WHITE PAPER: Today, Cloud is one of the most talked about trends in the IT industry. It’s a paradigm many believe will have a widespread business impact. However, while the term “Cloud”is relatively new, one of the core components, distributed computing, is well-established.
Posted: 09 Dec 2010 | Published: 09 Dec 2010

LiveOps
 
 
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