EGUIDE:
Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.
EGUIDE:
The hype surrounding artificial intelligence (AI) and all its potential applications is seemingly unending—but, could it really as powerful as people say it is? Keep reading to discover what AI is by definition, why it's becoming a hot commodity for contact centers, and the pros and cons of implementing it for yourself.
CASE STUDY:
This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.
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.
EGUIDE:
In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience. You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).
EGUIDE:
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more. Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center.
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.
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.
WHITE PAPER:
To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
WHITE PAPER:
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.