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ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, Web-enabled Call Centers
DEFINITION: Directions: Click on each term to read our complete definition.We invite you to print out this page for your convenience. A contact center is a central point in an enterprise from which all customercontacts are managed. The contact center typically includes one or more onlinecall centers but may also include other types of customer contact as well,including e-mail newsletters, postal mail catalogs,  … 
Definition continues below.
Contact Centers Reports
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The Truth Behind 6 Call Recording Myths
sponsored by West Corporation
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 Corporation

10 Golden Rules Of Outbound Contact Center Campaigns
sponsored by West Corporation
WHITE PAPER: Making effective contact with your customers and prospects is critical to business success. But outbound contact center campaigns are fundamentally different than inbound campaigns. Learn 10 key rules to help ensure your outbound operations achieve success.
Posted: 24 Mar 2017 | Published: 24 Mar 2017

West Corporation

Contact Center as a Service Vendor Comparison
sponsored by Genesys
ANALYST REPORT: The contact center-as-a-service (CCaaS) market in North America is growing rapidly. Access this Gartner report to learn more about the CCaaS market, strengths and cautions areas for several leading providers, and much more.
Posted: 23 Mar 2017 | Published: 24 Oct 2016

Genesys

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Technology
sponsored by Genesys
ANALYST REPORT: The Ovum Decision Matrix report reviews seven cloud contact center solutions with particular emphasis on the ability of providers to handle multichannel customer interactions and connect data through analytics. It compares vendors based on the strength of their platform, the views of their customers, and the impact that each has in the marketplace.
Posted: 23 Mar 2017 | Published: 04 Aug 2015

Genesys

10 New Rules of the Inbound Contact Center
sponsored by West Corporation
WHITE PAPER: This guide defines a variety of "new rules" for contact centers that take into account the evolving demands of cloud, web, and mobile-enabled customers. Learn how to keep up with the rise of the multichannel, customer-centric model of business and uncover 10 rules for modern contact centers.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West Corporation

Why Your Contact Center Needs Closer Integration With Marketing
sponsored by West Corporation
WHITE PAPER: Customer experience and engagement are the newest concerns of the modern marketer, having traditionally been the area of the contact center. But while marketing is embracing a customer-centric, multichannel universe, the contact center is lagging behind. Learn why your contact center needs closer integration with marketing, and how to achieve it.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West Corporation

Analyst Report For Contact Center Infrastructure
sponsored by Genesys
RESEARCH CONTENT: Contact center infrastructure vendors continue to integrate their multichannel capabilities in order to develop "omnichannel" solutions, while enhancing their cloud delivery capabilities. Inside this bias-free analyst report, discover what contact center decision makers should evaluate when considering different technology from various vendors.
Posted: 16 Mar 2017 | Published: 19 May 2016

Genesys

Winning Over Your Customers with Video Support
sponsored by LogMeIn Rescue Lens
VIDEO: Products are becoming more complex while IT is being downsized, leading to more customers calling in for support. Building the business case for innovative capabilities such as video support is an important step you can take to combat this. Learn how you can embrace video chat, and discover and why current tools aren't meeting challenges.
Posted: 16 Mar 2017 | Premiered: 14 Mar 2017

LogMeIn Rescue Lens

How to Solve Problems Faster with Live Video Support
sponsored by LogMeIn Rescue Lens
WEBCAST: Customers can interact with businesses in a variety of ways, and a visual method is a new, useful forum to use to connect with your customers. Learn about live video support, and how it can benefit your contact centers. Plus, discover how Zero Motorcycles Inc. uses live video support to their benefit.
Posted: 14 Mar 2017 | Premiered: Mar 14, 2017

LogMeIn Rescue Lens

Contact Centers: Understand the Requirements for New Communication Forums
sponsored by LogMeIn Rescue Lens
EGUIDE: Today, contact centers have to deal with an influx of new channels through which customers can communicate. But each new communication forum has its own requirement to be effective. Inside this guide, discover the requirements to new forums including video, chat, social, and SMS. Plus, learn how to measure your success in these new channels.
Posted: 13 Mar 2017 | Published: 13 Mar 2017

LogMeIn Rescue Lens

Explore the Changing Contact Center Landscape
sponsored by LogMeIn Rescue
EGUIDE: New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

LogMeIn Rescue

ICMI MarketPulse Reveals How to Increase Customer Engagement Through Proper Use of Data
sponsored by OpenText
RESEARCH CONTENT: Unstructured data can cause a lot of problems for organizations today. It pollutes systems and reports, which in turn can lead to high customer effort and low engagement – 2 things that are very bad for business. In this ICMI MarketPulse report, gain insights into how you can increase customer engagement through using your data correctly.
Posted: 03 Mar 2017 | Published: 03 Mar 2017

OpenText

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

Gartner Report: Critical Capabilities for Contact Center Infrastructure
sponsored by Genesys
RESEARCH CONTENT: Contact Center Infrastructure (CCI) evaluation is a technically complex process that's further complicated by the different requirements for omnichannel, high availability, and integration as part of a Customer Engagement Center (CEC). Access this report to learn about 9 critical capabilities for evaluating CCI, 3 CCI use cases, and more.
Posted: 13 Jan 2017 | Published: 19 May 2016

Genesys

Develop a Multichannel Strategy that Supports Customer Experience Management
sponsored by BoldChat - LogMeIn
EGUIDE: Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.
Posted: 22 Dec 2016 | Published: 20 Dec 2016

BoldChat - LogMeIn

Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
EGUIDE: Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
Posted: 20 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn

RBC Implements Virtual Agents to Improve Online Customer Experiences
sponsored by [24]7
CASE STUDY: RBC, a large financial services institution, wanted to improve customer relations while reducing the number of calls coming into its contact centers. Access this case study to learn how they implemented virtual agents across their banking, direct investing, and insurance websites to enhance the customer experience and improve their bottom line.
Posted: 24 Oct 2016 | Published: 24 Oct 2016

[24]7

The Drivers Behind Contact Center Technology Upgrades
sponsored by Mitel Networks Limited
EGUIDE: This expert guide discusses how the cloud and Simple Internet Protocol (SIP) are driving contact center technology upgrades and transformations. In addition, learn why siloed and legacy systems stall good customer service, and where CRM apps should fit into an overall contact center strategy.
Posted: 07 Apr 2016 | Published: 05 Apr 2016

Mitel Networks Limited

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

Manage Your Contact Center For More Meaningful KPI's
sponsored by Genesys
EGUIDE: In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
Posted: 06 Oct 2016 | Published: 06 Oct 2016

Genesys

Benchmark Your Omnichannel Customer Service Readiness
sponsored by Genesys
WEBCAST: Omnichannel customer service is the new norm in our mobile-first world. This webcast will help you determine where your omnichannel presence stands, where to go, and figure out how much value this adds to your business.
Posted: 22 Aug 2016 | Premiered: Sep 14, 2016

Genesys

SMBs Transform Contact Center, Customer Experience with Collaborative UC
sponsored by Avaya TSG
DATA SHEET: Empower your organization with the feature-rich functionality and scalability of cloud. Discover how to mobilize your workforce, thereby producing a seamless customer and patient experience, by leveraging a unified communications platform that unites telephony, messaging, conferencing, ACD, video and UC.
Posted: 06 Jul 2016 | Published: 06 Jul 2016

Avaya TSG

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

As Multichannel Intensifies, Call Centers Get a Wake Up Call
sponsored by Zendesk
EGUIDE: The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk
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CONTACT CENTERS DEFINITION (continued): …  Web site inquiries andchats, and the collection of information from customers during in-store purchasing.A contact center is generally part of an enterprise's overall customer relationshipmanagement (CRM). automated speech recognition (ASR) - a technology that allows users of informationsystems to speak entries rather than punching numbers on a keypad. ASR isused primarily to provide information and to forward telephone calls. AutomaticCall Distributor (ACD) - a telephone facility that manages incoming callsand handles them based on the number called and an associated database ofhandling … 

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