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Customer Interaction Services

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ALSO CALLED: CIS, Customer Relations
DEFINITION: In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology  … 
Definition continues below.
Customer Interaction Services Reports
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Accelerate the Delivery of Digital Experiences: The Case for Decoupled CMS
sponsored by BrightSpot
WHITE PAPER: The delivery of brand experiences needs to be re-imagined – companies are facing the challenge of delivering consistent digital experiences across multiple devices and channels. Learn how you can create better brand experiences by leveraging a decoupled content management system (CMS).
Posted: 21 Sep 2017 | Published: 21 Sep 2017

BrightSpot

Redesigning the Customer Experience Around the Internet of Things
sponsored by Genesys
RESEARCH CONTENT: Your company must make the most of customer insight to optimize business strategies – and using the Internet of Things (IoT) can make a big difference. In this Frost & Sullivan Report, learn how to promote an IoT-centric customer experience and value proposition within your organization.
Posted: 18 Sep 2017 | Published: 18 Sep 2017

Genesys

Product Snapshot: Axxiome Digital Online and Mobile Banking
sponsored by Dell EMC, Axxiome & Intel®
PRODUCT OVERVIEW: Banking has become more convenient with ever-increasing adoption of online and mobile banking, and customers seek a personalized experience across many channels – leaving some banks struggling to keep up. Learn how to use Axxiome Digital Online and Mobile Banking to help you keep up with customer expectation.
Posted: 14 Sep 2017 | Published: 14 Sep 2017

Dell EMC, Axxiome & Intel®

7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER: According to Altimeter Group, 88% of businesses are currently undergoing a digital transformation, and 42% are investing in new digital channels to more effectively serve clients. That means companies understand the urgent need to create engaging digital experiences. Discover7 steps to delivering next-gen digital customer service.
Posted: 14 Sep 2017 | Published: 14 Sep 2017

Genesys

5 Ways to Deliver a Stronger Digital Experience for Your Brand
sponsored by BrightSpot
WHITE PAPER: Creating great digital customer experiences at lightning speed across multiple channels is tough. Luckily, using a combination of best practices and integrating a platform designed to accelerate the development and delivery of digital experiences can help. Learn 5 ways you can make delivering stronger digital experiences easier for your company.
Posted: 12 Sep 2017 | Published: 12 Sep 2017

BrightSpot

The Changing Face of Customer Support
sponsored by LogMeIn Rescue
WHITE PAPER: The traditional customer support model is evolving ... is your organization's CX strategies transforming with it? In this infographic, learn about the 3 major trends driving the recent change in customer support.
Posted: 11 Sep 2017 | Published: 11 Sep 2017

LogMeIn Rescue

Increasing Lifetime Value through Personalized Online Customer Journeys
sponsored by Cxense
ANALYST REPORT: Staying relevant to audiences in view of disruption is the biggest challenge faced by organizations today. In this report by Frost & Sullivan, CX leaders across a variety of industries share insight into the importance of online customer journeys and the different outcomes required from customer engagement.
Posted: 30 Aug 2017 | Published: 30 Aug 2017

Cxense

On the Radar: How Cxense Can Be Used For a Customized User Experience
sponsored by Cxense
PRODUCT LITERATURE: There are major benefits to offering a personalized CX: Higher customer satisfaction, an increase in retention, and greater value from marketing efforts, just to name a few. But the right tool is necessary to reap these benefits. Learn about how Cxense's data management platform can help you institute greater personalization for your users.
Posted: 30 Aug 2017 | Published: 20 Apr 2017

Cxense

Recurring Customer & Billing Management: 9-Vendor Comparison Report
sponsored by Zuora, Inc
RESEARCH CONTENT: Companies focus on building relationships ... not just transactions. To support a business change in this direction, 40% of global decision makers said they needed adopt new technology. Enter the recurring customer & billing management platform. In this Forrester Research report, uncover the 9 most significant vendors.
Posted: 29 Aug 2017 | Published: 31 Jul 2017

Zuora, Inc

The State of Support Services 2017
sponsored by LogMeIn Rescue
RESEARCH CONTENT: In this research report by the Technology Services Industry Association, learn the current state of customer support services, including 4 strategy elements of the current customer support transformation 4 key phases of the customer lifecycle and the engagement channel that brings the most customer satisfaction.
Posted: 24 Aug 2017 | Published: 14 Feb 2017

LogMeIn Rescue

Gatwick Airport Improves Passenger Experience, Enhances Airport Operations Efficiency
sponsored by Splunk Services UK Ltd
CASE STUDY: In this case study, learn how Gatwick Airport in London used Splunk Cloud to improve the passenger experience, predict the customer flow, and increase visibility.
Posted: 23 Aug 2017 | Published: 23 Aug 2017

Splunk Services UK Ltd

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

5 Steps to Automate Website and Social Media Monitoring for Lenders
sponsored by Smarsh
WHITE PAPER: Social media and modern website marketing have changed how lenders grow their business. With no room for error, how can you keep your marketing engines revving while you stay on course with the regulators? The key to success is automation. Inside, learn the 5 steps for lenders to automate website and social media monitoring.
Posted: 20 Jun 2017 | Published: 20 Jun 2017

Smarsh

The Public Sector Guide to Social Media Strategy and Policy
sponsored by Smarsh
RESOURCE: This guide outlines some practical steps you can take to develop a social media strategy and policy to help gain the maximum value from your online efforts.
Posted: 15 Jun 2017 | Published: 15 Jun 2017

Smarsh

Creating a Connected Customer Experience: Best Practices & Industry Analysis Report
sponsored by MuleSoft
RESEARCH CONTENT: Customer experience is more important than ever. Increasing numbers of businesses see customer experience as the key battleground, where fortunes can be made or lost. In this research report, discover a number of best practices and barriers to consider when connecting your customer experience to deliver a seamless experience.
Posted: 09 Jun 2017 | Published: 09 Jun 2017

MuleSoft

Take Customer Engagement to New Heights
sponsored by Salesforce
EBOOK: In this e-book, learn how CareFirst BlueCross BlueShield and American Addiction Centers are taking the patient experience to the next level and transforming healthcare service.
Posted: 01 Jun 2017 | Published: 01 Jun 2017

Salesforce

Enterprise Chatbots Winning Hearts, Minds and Loyalty in the Digital Age
sponsored by [24]7
RESEARCH CONTENT: Chatbots are evolving in ways that have a profound effect on digital commerce and the future of customer care and marketing. Inside this Opus Research Report, learn how new, intelligent chatbots are being used across enterprises.
Posted: 30 May 2017 | Published: 01 Feb 2017

[24]7

Digital ecosystem business models are consolidating – move quickly!
sponsored by ComputerWeekly.com
ESSENTIAL GUIDE: This analysis from MIT's Centre for Information Systems Research explains why businesses need to move quickly to take advantage of digital technology.
Posted: 26 May 2017 | Published: 26 May 2017

ComputerWeekly.com

7 Case Studies: How Leading Brands Win at Paid Search
sponsored by [24]7
CASE STUDY: Across strategies and success metrics, tests confirm the benefits of high-frequency predictive search bidding – an overwhelming majority of today's consumer online experiences begin with a search engine. Find 7 case studies of companies across industries, and learn how they each harnessed paid search bidding to outmaneuver the competition.
Posted: 25 May 2017 | Published: 25 May 2017

[24]7

The Business Impact of Artificial Intelligence (AI)
sponsored by [24]7
WHITE PAPER: According to recent Forrester Research, robots will take 24.7 million jobs by 2027, but create 14.9 million new jobs in the same period. No doubt that artificial intelligence (AI) will impact jobs globally more than any other technology in our lifetime – so what should we do about it? Learn how AI will impact your business.
Posted: 25 May 2017 | Published: 25 May 2017

[24]7

The Retailer's Blueprint For Success: Enabling Great Customer Experiences
sponsored by NetSuite
WHITE PAPER: Today, the consumer is in the driver's seat. They expect information and products from multiple channels at any time – leading retail and commerce to adopt omnichannel approaches to CX. Inside, learn the challenges retailers are up against, 5 pillars of building a unified CX, and receive an overview of NetSuite's business system.
Posted: 23 May 2017 | Published: 23 May 2017

NetSuite

Understand The Power Of The Data Management Platform (DMP)
sponsored by Cxense
WHITE PAPER: Managing and putting data to work is one of the biggest challenges publishers face in the digital age. Data is black gold for publishers, but they require both technology and know-how to refine it – which is why using a data management platform (DMP) can help. Inside, learn how to deploy and successfully use a DMP to be more audience-data savvy.
Posted: 10 May 2017 | Published: 10 May 2017

Cxense

Customer Experience Leader DirecTV Modernizes to Maintain Their Lead
sponsored by Capriza
CASE STUDY: In this concise case study, learn how DirecTV decided on a mobile app that streamlined processes by enabling real time box activation.
Posted: 20 Apr 2017 | Published: 30 Dec 2016

Capriza

2017 Customer Service Trends: Operations Become Smarter And More Strategic
sponsored by Zendesk
WHITE PAPER: This analyst report summarizes the top 10 customer service trends for 2017 that contact center leaders must pay attention to in order to deliver customer service excellence.
Posted: 19 Apr 2017 | Published: 27 Jan 2017

Zendesk

On-Demand Webinar: 5 Steps to Eliminate Your Legacy Contact Center
sponsored by Genesys
VIDEO: If you're ready to make a change, consider a switch to an omnichannel approach and gain the immediate benefits, while paving the path for continued success. Register for this on-demand webinar, where you will learn key considerations and best practices to help you with your omnichannel plan.
Posted: 24 Apr 2017 | Premiered: 24 Apr 2017

Genesys
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CUSTOMER INTERACTION SERVICES DEFINITION (continued): … In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology to interact with customers by telephone, fax, e-mail, and chat. In retail e-commerce, chat is promoted as being a cost-effective way to add personalization and social interaction to the online shopping experience as well as being a way to provide immediate responses to customer questions.

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