Contact Center Software

WHITE PAPER: This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.

Posted: 15 May 2012 | Published: 15 May 2012

PODCAST: Download this podcast to learn more about moving your contact center applications and Unified Communications (UC) strategies to the cloud. Uncover the benefits and pain points involved, and get help deciding if a cloud-based communication strategy is worthwhile for your organization.

Posted: 14 May 2012 | Premiered: 14 May 2012

PRESENTATION TRANSCRIPT: This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization.

Posted: 10 May 2012 | Published: 10 May 2012

WEBCAST: This webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization.

Posted: 27 Apr 2012 | Premiered: 27 Apr 2012

WHITE PAPER: This paper discusses first contact resolution and the offerings for measuring success with FCR.

Posted: 26 Apr 2012 | Published: 26 Apr 2012

EBOOK: This paper discusses using predictive analytics to improve customer satisfaction.

Posted: 26 Apr 2012 | Published: 26 Apr 2012

WHITE PAPER: This paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance.

Posted: 26 Apr 2012 | Published: 26 Apr 2012

WHITE PAPER: Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels.

Posted: 27 Mar 2012 | Published: 27 Mar 2012

EGUIDE: Read this SearchCRM.com e-guide to gain a better understanding of building a multichannel contact center and eight tips for enhancing the customer service in your contact center.

Posted: 24 Feb 2012 | Published: 24 Feb 2012

WEBCAST: Having a functional communications system is imperative to delivering outstanding customer service and achieving operational efficiency. When it comes to AAA Mid-Atlantic, they want to be sure their customers get the best service possible.

Posted: 14 Feb 2012 | Premiered: 14 Feb 2012

CASE STUDY: Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.

Posted: 10 Feb 2012 | Published: 10 Feb 2012

VIDEO: This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.

Posted: 20 Jan 2012 | Premiered: 20 Jan 2012

WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.

Posted: 20 Jan 2012 | Published: 20 Jan 2012

WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.

Posted: 20 Jan 2012 | Published: 20 Jan 2012

WHITE PAPER: If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.

Posted: 16 Sep 2011 | Published: 16 Sep 2011

WHITE PAPER: This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.

Posted: 08 Aug 2011 | Published: 08 Aug 2011

EBOOK: The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.

Posted: 04 May 2010 | Published: 04 May 2010