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eContact Centers Reports
2016 Global Report: Understand How Consumers Use Messaging
sponsored by Twilio
RESOURCE: 89% of consumers want to talk to businesses via messaging. Discover why messaging is the next transformative measure in customer engagement, as well as why and how to get ahead of the trend.
Posted: 04 Oct 2016 | Published: 04 Oct 2016


Evolving Enterprise & Contact Centers with WebRTC
sponsored by Oracle Corporation
WHITE PAPER: Web-based real-time communications (WebRTC) is finally reaching maturity. Read about its evolution, current use case landscape, and how it is shaping the future of unified communications.
Posted: 29 Sep 2016 | Published: 30 Oct 2015

Oracle Corporation

Five Simple Strategies to Make Your Contact Center a Success
sponsored by Genesys
WHITE PAPER: Discover ways to help agents provide quality support at low costs by supplementing with self-service automation, moving to the cloud, making customer data readily available, and more.
Posted: 12 Oct 2016 | Published: 12 Oct 2016


Frameworks for Assessing WebRTC ROI
sponsored by Oracle Corporation
WHITE PAPER: In this white paper, Dean Bubley, founder of Disruptive Analysis, discusses several use cases for calculating the ROI for the open-framework WebRTC in contact centers. As WebRTC becomes a larger norm, learn how to calculate its ROI for your organization and make the most of your investment.
Posted: 03 Oct 2016 | Published: 30 Sep 2016

Oracle Corporation

3 Funnel Points for Successful Lead Management
sponsored by Harte Hanks
WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.
Posted: 01 Dec 2014 | Published: 01 Dec 2014

Harte Hanks

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

Getting Sales Dialed In: Improving Process Efficiencies and Increasing Sales Using RingCentral
sponsored by RingCentral
PRESENTATION TRANSCRIPT: This presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.
Posted: 29 Oct 2012 | Published: 29 Oct 2012


Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
sponsored by KANA
EGUIDE: "It's difficult to have a single view of the customer because of all the forms of communication," says Donna Fluss of DMG Consulting. As customer experience management (CEM) spans multiple departments and tools, optimizing CEM can be a complex and daunting task. Fortunately, this expert e-guide serves as a roadmap to CEM transformation.
Posted: 01 Jul 2014 | Published: 01 Jul 2014


How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013


How Leading Companies Provide Great Customer Experience
sponsored by Genesys
WHITE PAPER: Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.
Posted: 14 Mar 2014 | Published: 14 Mar 2014

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