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Contact Center Software

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DEFINITION: Software that routes, queues and otherwise manages each of the contact center's channels very much like call center software routes calls.
Contact Center Software Reports
26 - 50 of 123 Matches Previous Page  |  Next Page
Technology Roadmap for Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Discover how to use a system of engagement approach to enable seamless omnichannel service across all channels and touchpoints, and uncover 4 steps to make your contact center operations omnichannel-ready.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Genesys

Building the Business Case for Omnichannel
sponsored by Genesys
RESOURCE: Learn how to improve contact center efficiency and manage omnichannel strategies better for both self-service and assisted service channels. Plus, uncover 10 ways to quantify the omnichannel business case.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Removing the Barriers to Automating Quality Assurance
sponsored by NICE Systems, Inc
WHITE PAPER: Explore 4 barriers to true quality management automation in contact centers and how to overcome them. Discover how to get the most out of your quality management processes and data by paving the way for the automation.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Performance Matters: The NICE Guide to Performance Management in the Contact Center
sponsored by NICE Systems, Inc
EBOOK: Find out how to reshape your contact center and optimize its performance management to meet or even exceed organizational objectives with updated strategies for employee performance management, employee segmentation, gamification, and more.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Harness the Power of the Cloud to Engage Your Customers, Employees and Business
sponsored by NICE Systems, Inc
WHITE PAPER: Discover how to use a cloud-based workforce management (WFM) platform to simplify, automate, and scale your contact center's WFM infrastructure and operations.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc

The State of Contact Center Workforce Management
sponsored by NICE Systems, Inc
RESEARCH CONTENT: This ICMI research report examines the role played by workforce management (WFM) in making sure contact centers have the right people with the right skills and resources in place to deliver quality customer service. Uncover the report's key findings and learn how to apply WFM best practices to contact centers.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc

The New Rules For Skills-Based Routing to Improve Your Customer Experience
sponsored by Mitel Networks Limited
VIDEO: Skills-based routing has been around for a long time, but now it has evolved to the point where it has become a key differentiator for contact centers looking to enhance their customer experiences. Learn how to redefine skills-based routing to filter interactions with customers via calls, email, web chat, and SMS.
Posted: 10 Aug 2017 | Premiered: 27 Jul 2017

Mitel Networks Limited

Call Center Vendor Technology: Comparison Report
sponsored by Genesys
RESEARCH CONTENT: Contact center vendors are expanding to deliver omnichannel technology and enhance cloud delivery capabilities. In this vendor comparison report, learn how to evaluate different vendors' technology offerings, and their ability to deliver in relevant regions worldwide.
Posted: 15 Jun 2017 | Published: 17 May 2016

Genesys

The Truth Behind 6 Call Recording Myths
sponsored by West UC
WHITE PAPER: Although seen as a necessity by any regulated business or contact center that takes itself seriously, call recording still remains one of the most undervalued and underutilized features. But why is this? Discover the truth behind 6 common call recording myths. Plus, uncover what features to look for in a call recording system.
Posted: 24 Mar 2017 | Published: 24 Mar 2017

West UC

10 Rules For An Efficient Contact Center
sponsored by West UC
WHITE PAPER: There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

How To Help Your Contact Center and Keep Customers Happy
sponsored by Genesys
PRODUCT OVERVIEW: The ability to manage interactions across channels as a single, coherent conversation is key to keeping your customers engaged and happy. In this product overview, learn about how Conversation Manager from Genesys, a customer experience management platform, can help your contact center.
Posted: 24 Feb 2017 | Published: 24 Feb 2017

Genesys

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

Contact center software features help fulfill the customer's journey
sponsored by SearchCRM
EBOOK: From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

SearchCRM

Virtual Contact Center Drives Etihad Airways' Future Success
sponsored by BT
CASE STUDY: How can you maintain your competitive edge with a tightly belted IT budget? In this case study, explore how you can create a cloud-based contact center that extends your reach without expending your budget. Learn tips to help reduce operational complexity and optimize call center resources.
Posted: 29 Jul 2016 | Published: 31 Dec 2015

BT

Analyst Webinar: Is Your Contact Center an Asset or Road Block to Digital Transformation?
sponsored by Genesys
WEBCAST: Join Art Schoeller, Vice President and Principal Analyst at Forrester Research, to learn how to determine if your contact center is strategic or hindering to your enterprise's digital transformation journey.
Posted: 25 Aug 2017 | Premiered: Aug 22, 2017, 01:00 EDT (05:00 GMT)

Genesys

How to Measure Marketing Success with Call-Tracking Software
sponsored by Twilio
EGUIDE: Foundations Recovery Network, a US-based rehab network, needed to know if they were getting their money's worth advertising on Google – more imperative due to the high online competition in the substance abuse recovery field. Learn how they leveraged new call-tracking software to understand if their marketing strategy was worth it.
Posted: 23 May 2017 | Published: 16 May 2017

Twilio

Connecting Agents and New Leads
sponsored by Twilio
WHITE PAPER: A real estate agent's odds of successfully contacting an online lead are 100 times higher with quick follow up after the first interaction. Learn how Trulia is able to convert 60% of online leads into clients, and how to achieve this goal in your organization.
Posted: 05 May 2017 | Published: 05 May 2017

Twilio

The Recent Shift in the Contact Center Market
sponsored by Genesys
EGUIDE: The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.
Posted: 17 Apr 2017 | Published: 11 Apr 2017

Genesys

How Automated Contact Services Help One Health Center Reduce Missed Appointments
sponsored by Microsoft
EGUIDE: In this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.
Posted: 14 Feb 2017 | Published: 09 Feb 2017

Microsoft

Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE: In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017

Genesys

Cloud Contact Center Total Cost of Ownership
sponsored by Avaya TSG
WHITE PAPER: See the differences of cloud verses on premise contact center TCO. Access now to discover the quantitative, qualitative, impact of moving towards the cloud.
Posted: 28 Jun 2016 | Published: 31 Dec 2014

Avaya TSG

5 Tips for Building a Business Case for Replacing Your Call Center ACD
sponsored by Genesys
WHITE PAPER: Access this resource to learn 5 expert tips for devising a strategy to gain executive buy-in for the modernization of your contact center with a unified omnichannel infrastructure.
Posted: 18 May 2016 | Published: 18 May 2016

Genesys

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

Get the Most Out of Multichannel Marketing Automation Software
sponsored by Pegasystems
EBOOK: In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.
Posted: 16 Dec 2014 | Published: 16 Dec 2014


3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett Packard Enterprise
RESOURCE: Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Hewlett Packard Enterprise
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