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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  … 
Customer Interaction Services White Papers (View All Report Types)
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Improve the Contact Center Customer Experience with Digital Technologies
sponsored by ServiceNow
WHITE PAPER: While the contact center customer experience is generally better than ever, too many businesses are simply purchasing cutting edge solutions without a thoughtful technology strategy— a dangerous game to play. Access this expert guide to learn 4 steps to successful contact center technology implementation.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

4 Key Drivers of Change in Customer Experience
sponsored by ServiceNow
WHITE PAPER: Contact centers are no longer the unresponsive, slow, frustrating call centers of yesteryear. With the help of digital technologies, businesses are able to provide their consumers with new levels of support. Read on to learn 4 key trends, inside and outside the contact center, that are elevating customer experiences to new heights.
Posted: 26 Jan 2021 | Published: 22 Jan 2021

ServiceNow

The Insights Driving Citizen Contact Centre Transformation
sponsored by Hewlett Packard Enterprise
WHITE PAPER: Check out this white paper to learn about the top challenges facing public sector contact centers and how speech and analytics technology is helping to solve them.
Posted: 25 Jan 2021 | Published: 25 Jan 2021

Hewlett Packard Enterprise

5 Rapid-response digital marketing strategies to win and keep customers
sponsored by Avanade
WHITE PAPER: As businesses struggle through a turbulent economy and more competition than ever, a comparatively easy way to gain customers and earn their loyalty is by improving the experience you offer. Read on to learn 5 quick ways you can augment and improve your strategy for better business results.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Avanade

How PIMCO is Scaling their Human Capital with the Power of Digital
sponsored by Fractal
WHITE PAPER: For global investment management firms like PIMCO, terms like digital transformation mean using all the data and technology at your disposal to create a better experience for your customers. Check out this interview with PIMCO’s head of digital marketing to learn how they broke down data siloes and turned unused data into insight.
Posted: 25 Jun 2020 | Published: 24 Jun 2020

Fractal

Intrado Expert Guide To Customer Journey Mapping
sponsored by Intrado
WHITE PAPER: Open this guide to learn how to effectively map your customers’ journeys from your customers’ points of view, as well as deliver customer experiences that engage with customers at the most critical times in their journeys.
Posted: 03 Jun 2020 | Published: 03 Jun 2020

Intrado

5 Questions Every Marketing Department Should Be Able to Answer
sponsored by Salesforce.com
WHITE PAPER: Access this whitepaper to discover 5 essential questions every marketing department should be able to answer, and how data analytics is stepping up to the plate to help. Read on to tap into the data you already have, and bolster your revenue flows.
Posted: 13 Nov 2015 | Published: 13 Nov 2015

Salesforce.com

Cisco Collaboration Endpoints
sponsored by Global Knowledge
WHITE PAPER: This white paper provides you with product specifications and capabilities for Cisco's phone, desktop, and large screen immersive videoconferencing options.
Posted: 21 Oct 2015 | Published: 21 Oct 2015

Global Knowledge

Cisco Unified Collaboration Solutions Infrastructure Overview
sponsored by Global Knowledge
WHITE PAPER: Learn how Cisco Unified Collaboration infrastructure products can help you provide everything from call control which provides signaling and dial plan support to the expressway series providing firewall traversal for external access.
Posted: 21 Oct 2015 | Published: 21 Oct 2015

Global Knowledge

Digital Clarity Group — Successful Customer Experience Calls for Customer Insight
sponsored by Sitecore
WHITE PAPER: In thsi exclusive white paper glean the essentials of the new CEM. Read on to learn how understanding is the key to earning and keeping empowered consumers.
Posted: 03 Mar 2015 | Published: 30 Apr 2014

Sitecore

The Adobe EchoSign advantage for media and entertainment
sponsored by Adobe EchoSign
WHITE PAPER: Access this white paper for information about e-signatures in the media sector.
Posted: 23 Feb 2015 | Published: 23 Feb 2015

Adobe EchoSign

Predictive Analytics: Driving the Right Customer Interactions at the Right Time
sponsored by IBM
WHITE PAPER: This white paper explores how predictive analytics can drive customer intimacy by facilitating effective one-on-one interactions.
Posted: 20 Feb 2015 | Published: 31 May 2010

IBM

Sales in the Cloud: Engage customers, close more deals
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Access this white paper to find out the perfect recipe for a modern sales strategy, and how process automation and social media can gracefully integrate in the cloud.
Posted: 11 Dec 2014 | Published: 11 Dec 2014

Oracle Corporation UK Ltd

Proactively Manage Service Levels - How to Improve Customer Experience, Avoid Penalties, Improve Performance, and Increase Agility
sponsored by Automic
WHITE PAPER: This whitepaper starts by exploring the challenges of meeting SLAs in this new world that we find ourselves in. It then goes on to highlight the critical capabilities needed to proactively manage SLAs and explains how the Automic Business Automation platform provides the capabilities.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

Automic

How APIs Displace ESBs and SOA in the Enterprise
sponsored by Apigee
WHITE PAPER: Powering interactions via apps requires a new architecture. Companies today seek to leverage the latest forms of mobile and rich-client engagement to build new experiences. Enterprises must move from delivering web apps as the primary interaction channel to powering interactions across multiple interactive touch points.
Posted: 18 Nov 2014 | Published: 18 Nov 2014

Apigee

BPS Edge: CEM The New Style of Customer Engagement Management
sponsored by Hewlett Packard Enterprise
WHITE PAPER: Find out about the most recent customer engagement management innovations.
Posted: 03 Jul 2014 | Published: 31 Mar 2014

Hewlett Packard Enterprise

A New Style of IT: The Dawn of a New Normal
sponsored by Hewlett Packard Enterprise
WHITE PAPER: Uncover the key findings from research conducted by Gartner to expose what digital business means for companies, and how to enhance the customer experience to thrive in the digital era.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

Hewlett Packard Enterprise

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

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

Cisco

Making Business Processes Smarter in the Age of the Customer
sponsored by RXP Services
WHITE PAPER: Customers expect your operations to be instant, seamless and insightful so that each interaction is fast and effective. Access this fascinating white paper today to learn about expert solutions for improving business operations so as to effectively cater to customer interactions.
Posted: 12 Jun 2014 | Published: 30 Apr 2013

RXP Services

Successful Customer Experience Calls for Customer Insight
sponsored by Sitecore
WHITE PAPER: Find out how learning more about what your customers want can boost your customer loyalty rates.
Posted: 12 Jun 2014 | Published: 30 Apr 2014

Sitecore

The Business Value of IBM's Exceptional Digital Experience Solutions
sponsored by IBM
WHITE PAPER: Get the results of an IDC study conducted on behalf of IBM assessing the impact of migrating from a homegrown digital experience platform to IBM's integrated Exceptional Digital Experience suites.
Posted: 05 Jun 2014 | Published: 30 Nov 2013

IBM

Real-Time Insights to Forge Deeper Relationships with Your Customers
sponsored by SAP
WHITE PAPER: Uncover the key features of the SAP Customer Engagement Intelligence application, so you can form valuable relationships with your customers.
Posted: 04 Jun 2014 | Published: 04 Jun 2014

SAP

Creating Intelligent Customer Service Experiences
sponsored by Kodak Alaris
WHITE PAPER: This informative resource paves a path to profitable customer relations for your organization and offers 5 key recommendations for creating amazing customer experiences.
Posted: 14 May 2014 | Published: 31 Jan 2014

Kodak Alaris

Revamp Retail Transactions with Omni-Channel Technology
sponsored by Toshiba
WHITE PAPER: Read this exclusive white paper now to find out the differences between omni-channel and multi-channel technologies, as well as which more is more highly recommended.
Posted: 05 May 2014 | Published: 31 Jan 2014

Toshiba
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