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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  … 

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Call Center Software Reports
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The Evolving Contact Center: From Call Center to Customer Experience Center
sponsored by Burwood
WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.
Posted: 12 Jun 2019 | Published: 12 Jun 2019

Burwood

It's Good to Talk Even in a High Tech World
sponsored by BT
WHITE PAPER: View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.
Posted: 07 Jun 2019 | Published: 07 Jun 2019

BT

CCW Market Study: The Future of the Contact Center
sponsored by Appian
RESEARCH CONTENT: In this market study, discover the popular investment areas shaping the development of the modern contact center. Explore the urgent investment priorities for contact centers looking to modernize their everyday processes, and review how your organization's contact center can benefit from intelligent technology.
Posted: 14 May 2019 | Published: 30 Nov 2018

Appian

Key to Intelligent Customer Experience in Financial Services: Data-Driven Decisions That Don't Comprise Privacy
sponsored by Appian
WEBCAST: Download this webinar to listen to Julien Corbe, Financial Services Advisory Leader at PwC, and Michael Heffner, VP of Global Industry at Appian, as they discuss how financial institutions can evolve customer experiences by leveraging automation, AI, and other emerging technologies.
Posted: 08 May 2019 | Premiered: May 8, 2019

Appian

The Appian Intelligent Contact Center Platform
sponsored by Appian
VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.
Posted: 02 May 2019 | Premiered: 02 May 2019

Appian

Contact Center Success with Appian
sponsored by Appian
VIDEO: Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.
Posted: 02 May 2019 | Premiered: 17 Jan 2019

Appian

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

How to Improve Customer Service Agent Satisfaction to Enhance CX and Your Bottom Line
sponsored by Squelch
RESOURCE: In this article, learn how improving your customer service agents' satisfaction can enhance CX and drive your business' bottom line. Discover how CX and customer service satisfaction are linked, and uncover how to get the most out of your support team.
Posted: 26 Apr 2019 | Published: 23 Nov 2018

Squelch

How to Turn Your Contact Center into a Profit Generator
sponsored by Squelch
RESOURCE: In this article, glean the insight you need to turn your contact center into a profit generator. Learn how to elevate your customer service support team, and get started building a better CX strategy.
Posted: 26 Apr 2019 | Published: 22 Feb 2019

Squelch

Oracle Value Realization: Service Cloud Benchmark Paper
sponsored by Oracle Corporation
RESEARCH CONTENT: Modern, superior customer service organizations are built around the empowered customer. They are designed to help companies focus on supporting customers with ease and focusing the service strategy on the areas of greatest impact. In this report, discover critical success factors for a successful Oracle Service Cloud transformation.
Posted: 23 Apr 2019 | Published: 31 Jan 2019

Oracle Corporation

Optimizing the Agent Journey to Perfect the Customer Journey
sponsored by Avaya
WHITE PAPER: With this white paper, discover how updated quality management and workforce management tools can help contact centers create a first-class customer experience, and learn how to create a more empowered, engaged workforce through the use of omnichannel workforce management tools.
Posted: 08 Apr 2019 | Published: 31 Dec 2018

Avaya

Putting Customer Conversations to Work: Interaction Analytics and AI Enhance the Customer Experience
sponsored by CallMiner
RESEARCH CONTENT: Download this white paper to find out how speech analytics can help organizations monitor agent performance, uncover trends within their customer calls, and create new revenue opportunities.
Posted: 29 Mar 2019 | Published: 31 Dec 2018

CallMiner

How to Improve Sales Effectiveness in Contact Centers with Interaction Analytics
sponsored by CallMiner
EBOOK: In this white paper, explore how interaction analytics can make contact center operations more intelligent, and uncover the best practices needed to gain insight into your customers and drive sales.
Posted: 29 Mar 2019 | Published: 31 Dec 2018

CallMiner

SD-WAN Optimizes Contact Centers for Uptime that Keeps Customers Coming Back
sponsored by 128 Technology
CASE STUDY: Customers interact with your brand across a growing number of channels – which is great because it increases engagement. But it also means that your network teams have to work even harder to deliver seamless connectivity. Find out how contact center provider, Voxai Solutions, overcame the shortcomings of legacy technologies by switching to SD-WAN.
Posted: 01 Mar 2019 | Published: 01 Mar 2019

128 Technology

The Road to Transforming the Customer Service Experience
sponsored by ServiceNow
WHITE PAPER: According to Forrester, 63% of consumers will stop doing business with a brand due to poor customer service. In this white paper, learn how to prevent customer dissatisfaction, and uncover the essential features of a competitive customer service strategy.
Posted: 20 Feb 2019 | Published: 20 Feb 2019

ServiceNow

Integrated NICE inContact Products & Metrics Power TechStyle Fashion Group
sponsored by NICE inContact
VIDEO: Download this video to learn why TechStyle Fashion Group chose NICE inContact's cloud-based customer platform to provide customers with the channel options they want, and the streamlined experience they expect.
Posted: 07 Feb 2019 | Premiered: 07 Feb 2019

NICE inContact

Integrated CCaaS and UCaaS Competitive Strategy Innovation and Leadership Award
sponsored by 8x8, Inc.
WHITE PAPER: In this white paper, learn about a provider that offers a comprehensive cloud-based communications, collaboration, and contact center solution on a single technology platform.
Posted: 01 Feb 2019 | Published: 01 Feb 2019

8x8, Inc.

Teleflora's business blooms with NICE inContact CXone
sponsored by NICE inContact
CASE STUDY: Download this case study to discover how Teleflora managed their worldwide presence and multiple call centers with the help of a cloud-based customer experience platform.
Posted: 29 Jan 2019 | Published: 31 May 2018

NICE inContact

AI-Powered Search For Customer Support
sponsored by Attivio
WHITE PAPER: Whether it's through a contact center or self-service web portal, the support function is where customers engage with your company most. In this white paper, discover how AI-powered search can help businesses deliver exceptional customer support and improve the quality of daily customer interactions.
Posted: 29 Jan 2019 | Published: 29 Jan 2019

Attivio

Cloud Contact Centers and the Future of Customer Experience
sponsored by Mitel Networks Limited
WHITE PAPER: Learn how to turn your contact center into a strategic asset by adapting to the changing world around you. Delve into the 3 major factors influencing contact center evolution, and discover what you can do to keep up with the changing customer service landscape.
Posted: 18 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

AI to Better Engage your Digitally Connected Customer
sponsored by Avaya
PRODUCT OVERVIEW: Access this white paper to learn about Avaya AVA, an AI cloud system that leverages a Chat Bot and NLP to provide integration of social messaging and automation of digital interactions—making it easier to deliver personalized customer experiences.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

The Total Economic Impact Of NICE inContact CXone
sponsored by NICE inContact
RESOURCE: Improved customer experience can significantly improve customer retention and boost profits. View this resource to learn more about how Nice inContact has improved customer experience and saved companies money.
Posted: 19 Nov 2018 | Published: 31 Dec 2017

NICE inContact

4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by NICE inContact
RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.
Posted: 19 Nov 2018 | Published: 30 Nov 2017

NICE inContact

Vendor Comparison: How 10 CCaaS Vendors Compare
sponsored by NICE inContact
RESEARCH CONTENT: Download this Gartner Magic Quadrant, explore the strengths and cautions of 10 CCaaS vendors, and find out how the dynamics of the CCaaS market have changed based on the evolution of the contact center to the customer experience center.
Posted: 14 Nov 2018 | Published: 17 Oct 2018

NICE inContact

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
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