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ALSO CALLED: Call Centre Software
DEFINITION: Cross-media queuing is a callcenter technology that enables all incoming queries to be received and routed in the same way,whether a query comes in the form of a phone call, e-mail message, instant message, Web sitesubmission, fax or interactive voice response (IVR) message.According to a white paper by Intel, a cross-media queuing application needs fivecomponents:A queue engine to act as acentral  … 

Call Center Software definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
Call Center Software Reports
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Workforce Engagement for Contact Centers
sponsored by ConvergeOne
WHITE PAPER: Learn why call recording is an essential foundation for call center success, and how you can supply agents with advanced workforce engagement tools to ensure customer satisfaction. These can include QA coaching, emotional analytics, predictive scheduling, and even gamification to drum up competition among agents.
Posted: 21 May 2018 | Published: 21 May 2018

ConvergeOne

The Role of AI, IoT, and Automation in Contact Center Transformation
sponsored by Oracle Corporation
RESEARCH CONTENT: Using IoT connected devices – as well as artificial intelligence (AI) and automation – are the future in contact centers. But these advancements bring challenges, such as hiring agents with different skill sets. In this ICMI research summary, explore how IoT, AI and automation are affecting contact centers.
Posted: 17 May 2018 | Published: 31 Dec 2017

Oracle Corporation

Figure Out the Future of your Contact Center
sponsored by ConvergeOne
EGUIDE: Tap into this expert guide to see how real companies choose between on-premises, cloud and hybrid contact centers, and explore how omnichannel contact centers can still include voice capabilities.
Posted: 10 May 2018 | Published: 07 May 2018

ConvergeOne

UCaaS and Cloud Contact Centers: Essen Healthcare Case Study
sponsored by MASERGY
CASE STUDY: In this case study, find out how Essen Healthcare transitioned from their legacy PBX system to a cloud communications service.
Posted: 09 May 2018 | Published: 09 May 2018

MASERGY

Solving the Contact Center Desktop Disaster
sponsored by Genesys
RESOURCE: Inside, explore how the disaster of a desktop contributes to difference contact center challenges, and how your organization can solve them.
Posted: 03 May 2018 | Published: 29 Dec 2017

Genesys

5 Critical Requirements for Customer Experience in an Ultra-Connected Era
sponsored by Genesys
RESOURCE: Learn how adding technology to your dated infrastructure and putting the customer at the center of your business strategy can help drive loyalty and revenue.
Posted: 03 May 2018 | Published: 29 Dec 2017

Genesys

The Truth About Cloud in Small Contact Centers
sponsored by Genesys
RESOURCE: Explore the myths surrounding cloud contact centers, why some companies are still unclear on the benefits of cloud contact centers, and factors to consider when selecting a cloud vendor.
Posted: 01 May 2018 | Published: 29 Dec 2017

Genesys

Enterprise Engagement Magement Platform - Moving towards an Integrated Approach
sponsored by 8x8, Inc.
RESEARCH CONTENT: This IDC white paper explores how UCC tools can support customer experience initiatives and increase satisfaction. Plus, learn about 8x8's Enterprise Engagement Management platform, a fully integrated cloud communications and cloud contact center tool.
Posted: 28 Mar 2018 | Published: 31 Mar 2018

8x8, Inc.

How Communications Platforms Drive Customer Engagement
sponsored by 8x8, Inc.
ANALYST REPORT: With today's world of digitally empowered customers, find out why organizations struggle to meet customer expectations, and how modern communications are vital to winning the customer experience.
Posted: 26 Mar 2018 | Published: 26 Mar 2018

8x8, Inc.

Use Gamification and Workforce Optimization to Help Improve Your Customer Experience
sponsored by Verizon
VIDEO: Learn about the right tools to kindle employee excitement and the importance of attracting and retaining high quality talent with workforce optimization. Also uncover why you need to provide unique, personalized CX to gain new customers and keep the ones you have.
Posted: 22 Mar 2018 | Premiered: 05 Oct 2016

Verizon

Better, Faster, Shorter: Engaging Customers and Resolving Issues With New Contact Center Tools
sponsored by Verizon
WEBCAST: Hear from Alla Reznik and Jessica Smith from Verizon about the importance of the customer experience and how your organization can make the move from contact centers to experience centers while capturing the voice of the customers.
Posted: 22 Mar 2018 | Premiered: Oct 10, 2016

Verizon

Transformation of Customer Experience with Cloud-Based Customer Engagement Applications
sponsored by Genesys
WHITE PAPER: Discover how organizations can create value through cloud-based customer engagement solutions, and substantially improve the quality of customer experience they offer by learning about the trends, drivers, inhibitors, technologies, and challenges that are impacting the adoption.
Posted: 22 Mar 2018 | Published: 22 Mar 2018

Genesys

Why You Should Not Move Your Contact Center To The Cloud
sponsored by TATA Communications
EBOOK: Inside, discover the 7 key challenges of cloud for contact centers, and find out how you can turn you concerns into myths.
Posted: 21 Mar 2018 | Published: 31 Dec 2017

TATA Communications

Potential Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center
sponsored by Genesys
RESEARCH CONTENT: In this Forrester Research Total Economic Impact report, learn about the potential financial effects of a modern, cloud-based contact center management platform.
Posted: 21 Mar 2018 | Published: 31 Dec 2017

Genesys

Shining a Light on Cloud-Based Contact Centers
sponsored by Genesys
RESEARCH CONTENT: This TEC spotlight report examines a cloud-based contact center management platform. Find out how to support omnichannel customer engagement processes and discover how you can manage workforce collaboration, communications, and engagement workflows on a single platform.
Posted: 20 Mar 2018 | Published: 30 Nov 2017

Genesys

The Financial Impact of Cloud-Based Contact Centers
sponsored by Genesys
RESEARCH CONTENT: In this Forrester Research Total Economic Impact report, learn about the potential financial effects of deploying a cloud-based platform for managing omnichannel contact centers.
Posted: 20 Mar 2018 | Published: 31 Dec 2017

Genesys

The US Contact Center Decision-Makers' Guide: The Omnichannel Chapter
sponsored by Genesys
WHITE PAPER: Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

eBook: Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Inside, uncover how different criteria can affect your choice.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017 - 18
sponsored by Genesys
ANALYST REPORT: With all the options in the rapidly changing marketplace for cloud-based contact centers, it's a challenge to find the right solution for your business. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
Posted: 13 Mar 2018 | Published: 13 Mar 2018

Genesys

eBook: Blended AI for Customer Experience
sponsored by Genesys
EBOOK: Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center Solution
sponsored by Genesys
RESEARCH CONTENT: The beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you're a small company looking to improve your communications or a new company ready to implement a platform to grow with the business, cloud-based solutions keep you covered.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Frost & Sullivan: Update Your Contact Center Today or Risk Losing Business Tomorrow
sponsored by Genesys
ANALYST REPORT: Future-proof your contact center with omnichannel at the center of your digital transformation. It eliminates siloes so your customers get the seamless experience they expect. Learn how to manage the entire customer journey with a single, integrated view of all interactions.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: The Total Economic Impact™ Of Genesys PureCloud
sponsored by Genesys
RESEARCH CONTENT: Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.
Posted: 13 Mar 2018 | Published: 13 Mar 2018

Genesys

eBook: Your Definitive IVR Playbook
sponsored by Genesys
EBOOK: Customer interactions, across all channels, are of strategic importance in today's world. Inside, learn how you can meet the criteria your customers place the emphasis on.
Posted: 12 Mar 2018 | Published: 31 Dec 2017

Genesys

eBook: Not All Cloud Contact Center Platforms Are Created Equal
sponsored by Genesys
EBOOK: Everyone says they're "in the cloud," but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it's important to understand the difference between a true Cloud 2.0 application and traditional software.
Posted: 12 Mar 2018 | Published: 31 Dec 2017

Genesys
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