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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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The 8 Criteria for Enterprise-Grade Communications as a Service
sponsored by 8x8, Inc.
WHITE PAPER: Enterprise Communications as a Service (ECaaS) was created to provide continuous communications and true mobility to enhance the way companies work. This white paper introduces and summarizes the 8 key aspects and unique benefits of ECaaS.
Posted: 10 Oct 2018 | Published: 10 Oct 2018

8x8, Inc.

InteractionSyn: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: The burden of providing the near-instantaneous response time your customers demand falls largely on the shoulders of contact center agents. How can your agents thrive under this pressure? Find out how you can turn your contact center into a true customer engagement hub, by improving efficiency, productivity, and overall success.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

The Importance of Effective Consulting in Modern Contact Centers
sponsored by Avtex
WHITE PAPER: Maintaining an effective contact center that acts as a strength, rather than a weakness, can be difficult. In this white paper, learn about the benefits of partnering with contact enter consultants, and the factors to consider while determining effectiveness and ROI.
Posted: 01 Oct 2018 | Published: 01 Oct 2018

Avtex

The Challenges of Choosing Collaboration Tools
sponsored by Spectrum Enterprise
PRODUCT OVERVIEW: It is no secret that collaboration tools are very important for companies today. However, those collaboration tools come with their own set of challenges related to installation, hardware, and cost. Read this product brief to learn more.
Posted: 20 Sep 2018 | Published: 20 Sep 2018

Spectrum Enterprise

An Ophthalmology Practice Unlocks Higher Value From Its EMRs and Call Center
sponsored by Spectrum Enterprise
CASE STUDY: Tomoka Eye Associates is a thriving ophthalmology practice, and their call center is a major asset. Unfortunately, access to electronic patient records became slow due to outdated call center tools. Find out how Tomoka Eye Associates accelerated productivity and empowered call center staff.
Posted: 19 Sep 2018 | Published: 19 Sep 2018

Spectrum Enterprise

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

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

Seth Godin Keynote: Customer Service in the Age of AI
sponsored by IBM
VIDEO: In this webcast, Seth Godin discusses the importance of delivering excellent customer service and highlights how firms can embrace AI as they transform their call centers.
Posted: 14 Sep 2018 | Premiered: 14 Sep 2018

IBM

Call Center, Meet AI: What You Need to Know About How AI is Transforming Call Centers
sponsored by IBM
VIDEO: In this webcast, Brian Cantor talks with Dario Gil about how AI has the potential to strike a balance between cost containment and customer experience. Continue watching to uncover how to use technology to better connect with customers to prevent them from going to your competition.
Posted: 11 Sep 2018 | Premiered: 11 Sep 2018

IBM

Call Center Evolution: Tomorrow's Technology, Today
sponsored by IBM
VIDEO: In this webcast, Atul Gupta discusses strategies to transform even the most outdated contact center into an omnichannel, AI-enhanced call center for the future, as well as the benefits that can bring.
Posted: 07 Sep 2018 | Premiered: 07 Sep 2018

IBM

Panel Discussion: The Future of Call Centers
sponsored by IBM
VIDEO: In this webcast, Michelle Peluso discusses with a panel of customer service executives the challenge of building and maintaining long-lasting client relationships, and best practices to engage and nurture them successfully.
Posted: 06 Sep 2018 | Premiered: 06 Sep 2018

IBM

Conversational Commerce
sponsored by LivePerson
WHITE PAPER: Most people communicate through messaging and this brand should be taking note of the popularity of communication through SMS, mobile apps, web and social channels. Download to discover the brand potential of online messaging for enhancing your customer experience.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

LivePerson

Deliver New Customer Experiences Through AI-enabled Chatbots
sponsored by Amazon Web Services
VIDEO: Learn how organizations like Deloitte are leveraging AI and machine learning to improve customer engagement, and using chatbots to mimic human conversations with their customers.
Posted: 16 Jul 2018 | Premiered: 18 Jan 2018

Amazon Web Services

Extending Skype for Business into the Contact Center
sponsored by West UC
WHITE PAPER: Learn how to extend capabilities for tools like Skype for Business into a cloud-based contact center.
Posted: 28 Jun 2018 | Published: 28 Jun 2018

West UC

Delivering Exceptional Customer Experience With CCaaS
sponsored by West UC
WHITE PAPER: Learn about the pros and cons of a cloud-based contact center as a service (CCaaS) platform that's designed to help streamline unified communications and enable customer service teams meet consumers on their channels of choice.
Posted: 27 Jun 2018 | Published: 27 Jun 2018

West UC

Pros and Cons of the 6 Main Customer Service Channels
sponsored by Oracle Corporation
EGUIDE: Where should you allocate resources to most effectively engage with current and potential customers? In this expert e-guide, Scott Sachs of SJS Solutions weighs the pros and cons of the 6 main customer service channels: Chat/video chat, phone, email, social media, customer self-service, and mobile.
Posted: 01 Jun 2018 | Published: 01 Jun 2018

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

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
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