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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 SoftwareReports
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SIP contact centers: Key benefits and potential challenges
sponsored by SearchSecurity.com
EGUIDE: Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.
Posted: 24 Feb 2012 | Published: 24 Feb 2012

SearchSecurity.com

Business Case for Integrated Unified Communications and Contact Center Solution
sponsored by ShoreTel - OLD
WHITE PAPER: In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.
Posted: 08 Jun 2012 | Published: 30 Jun 2010

ShoreTel - OLD

Benefits of Cloud-Based Communications
sponsored by Interactive Intelligence, Inc.
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: 24 Apr 2012

Interactive Intelligence, Inc.

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE
sponsored by Enkata Technologies
WHITE PAPER: This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: 26 Apr 2012 | Published: 26 Apr 2012

Enkata Technologies

Choosing the right contact center technology
sponsored by NACR
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

NACR

Use effective call centers to build customer loyalty
sponsored by Infor CRM
EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.
Posted: 08 Feb 2012 | Published: 08 Feb 2012

Infor CRM

Apply the power of CRM to build customer loyalty
sponsored by Infor CRM
EGUIDE: This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.
Posted: 08 Feb 2012 | Published: 07 Feb 2012

Infor CRM

Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 31 Jan 2012 | Published: 24 Jan 2012

Calabrio, Inc.

Pros and cons of WFM in the call center
sponsored by Infor WFM Workbrain
EGUIDE: The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
Posted: 09 Jan 2012 | Published: 05 Jan 2012

Infor WFM Workbrain

Making the IVR Work for You and Your Customers with Self Service Differentiation
sponsored by inContact
VIDEO: This webcast covers the potential of interactive voice recognition (IVR) technology to power service differentiation and improve customer relations.
Posted: 11 Aug 2011 | Premiered: 11 Aug 2011

inContact

Speech Analytics - The Power of Simplicity
sponsored by Calabrio, Inc.
WHITE PAPER: This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.
Posted: 23 Jun 2011 | Published: 23 Jun 2011

Calabrio, Inc.

Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER: There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 22 Jun 2011 | Published: 22 Jun 2011

Calabrio, Inc.

Best Practices for a contact center technology overhaul
sponsored by Contactual (Now 8x8, Inc.)
EBOOK: Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
Posted: 13 Jun 2011 | Published: 10 Jun 2011

Contactual (Now 8x8, Inc.)

CRM Buyer’s Guide – 2011 Edition
sponsored by SearchCRM
EBOOK: Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
Posted: 02 Jun 2011 | Published: 02 Jun 2011

SearchCRM

Hosted Contact Center Market Report: DMG Consulting
sponsored by LiveOps
ANALYST REPORT: Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players.
Posted: 28 Mar 2011 | Published: 28 Mar 2011

LiveOps

Boosting Contact Center Capabilities with UC and SIP
sponsored by IBM
EBOOK: Unified Communications and the contact center were once perceived as different, but these two business functions and technologies are linked. Today's IT and contact center architects can leverage UC applications capabilities and integrate Session Initiation Protocol (SIP) and SIP trunking to create more proactive and reactive customer service.
Posted: 14 Dec 2010 | Published: 14 Dec 2010

IBM

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM
sponsored by inContact
CASE STUDY: This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.
Posted: 11 Oct 2010 | Published: 11 Oct 2010

inContact

Five Steps to Ensuring a Successful VoIP Migration
sponsored by inContact
WHITE PAPER: This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you.
Posted: 22 Sep 2010 | Published: 22 Sep 2010

inContact

Top 5 Ways to Make IVR Work for You and Your Customers
sponsored by inContact
WHITE PAPER: This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.
Posted: 22 Sep 2010 | Published: 22 Sep 2010

inContact

Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness
sponsored by Aspect
WHITE PAPER: This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.
Posted: 10 Aug 2010 | Published: 10 Aug 2010

Aspect

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified
sponsored by Aspect
WHITE PAPER: This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
Posted: 10 Aug 2010 | Published: 10 Aug 2010

Aspect

Seven Things to Consider When Developing a Unified Communications (UC) Strategy
sponsored by Aspect
WHITE PAPER: UC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
Posted: 10 Aug 2010 | Published: 10 Aug 2010

Aspect

Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience
sponsored by Aspect
WHITE PAPER: This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.
Posted: 10 Aug 2010 | Published: 10 Aug 2010

Aspect

8 Traits of IT-Friendly Contact Center and Web Customer Service Software
sponsored by eGain Communications Corp.
WHITE PAPER: In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
Posted: 07 May 2010 | Published: 06 May 2010

eGain Communications Corp.

Finally, a Simple Way to Deploy a Customer Contact Center
sponsored by Contactual (Now 8x8, Inc.)
WHITE PAPER: The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.
Posted: 11 Feb 2010 | Published: 11 Feb 2010

Contactual (Now 8x8, Inc.)
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