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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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Reducing agent burnout during periods of volatility
sponsored by Zendesk
RESOURCE CENTER: Agent burnout can be a real issue, even in normal times. Throw in the shakeup of a global pandemic and higher than normal ticket volumes, and that risk is only magnified. Learn how to reduce agent burnout during periods of volatility in this SearchSoftwareQuality.com article.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

Zendesk

Stronger Together: The Benefits of Combining Unified Communications & Contact Center in the Enterprise
sponsored by Fuze
WHITE PAPER: In this white paper, explore 4 key benefits of combining your contact center and UC tools, and tips for getting started.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

Fuze

Considering Agent Services?
sponsored by [24]7.ai
EBOOK: When you’re considering outsourcing your contact center, choosing the right agent services provider is a crucial element to success. Download this eBook to explore the benefits and challenges of outsourcing, as well as key questions to ask when reviewing potential agent services providers.
Posted: 20 Nov 2020 | Published: 20 Nov 2020

[24]7.ai

VoIP Platforms Offer a Wide Range of Benefits to the Enterprise
sponsored by CloudCall Ltd
EGUIDE: If businesses are to implement a VoIP, then they must consider how it fits into a larger communications framework. If they can do this successfully, then they’ll be able to reap the benefits of VoIP. Read our expert guide to learn what VoIP is, how it works and key features enterprises should consider when choosing a VoIP solution.
Posted: 19 Nov 2020 | Published: 19 Nov 2020

CloudCall Ltd

NWN Contact Center Offering
sponsored by NWN Corporation
VIDEO: Access this video to learn how your organization can leverage NWN’s Contact Center Solution to make intelligent and transformative decisions for your company.
Posted: 18 Nov 2020 | Premiered: 18 Nov 2020

NWN Corporation

Fast, Reliable and Secure Communications
sponsored by 8x8, Inc.
WHITE PAPER: In this white paper, learn about the 8x8 Open Communications Platform which helps to deliver high-quality cloud communications with zero IT hardware, so you can operate from anywhere and connect with customers everywhere.
Posted: 11 Nov 2020 | Published: 11 Nov 2020

8x8, Inc.

5 Reasons You Need to Invest in An Integrated Business Phone System
sponsored by CloudCall Ltd
RESOURCE: There are a lot of factors to consider when choosing a phone system. These can range from price, to functionality, to time saving potential. Additionally, integrating a phone system with your CRM can have a range of benefits that will make your life easier. In this brief, uncover the top 5 benefits of using an Integrated Business Phone System.
Posted: 10 Nov 2020 | Published: 10 Nov 2020

CloudCall Ltd

8x8: Collaboration and AI Take Customer Care to the Next Level
sponsored by Kingpin Comm. - 8X8
WHITE PAPER: The contact center has been undergoing massive change for years, as businesses migrate to the cloud and pursue omnichannel customer engagement strategies. But in 2020, several new and stabilized trends have emerged. Read on to learn how AI, collaboration, and hybrid cloud tools are breaking through the hype cycle and offering real solutions.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Kingpin Comm. - 8X8

Adapt Your Business to the New Normal
sponsored by Kingpin Comm. - 8X8
RESOURCE: The Covid-19 outbreak has forced many businesses to close their doors and to rely on remote working. However, some businesses still rely on traditional communication tools, which can restrict remote working. In this interactive resource, learn how 8x8 Open Communication Platform can help your organization maintain business continuity.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Kingpin Comm. - 8X8

CallTower’s Microsoft Teams Direct Routing Implementation Guide
sponsored by CallTower, Inc.
EBOOK: Implementing a Microsoft Teams Phone System can be complicated, which is why CallTower put together this comprehensive guidebook. Grab your copy to explore their 5-step process and tips for getting started.
Posted: 07 Oct 2020 | Published: 07 Oct 2020

CallTower, Inc.

Six Ways to Use AI for Intelligent Customer Service
sponsored by Kustomer
WHITE PAPER: Check out this white paper from Kustomer to learn 6 ways to leverage AI to deliver effortless and effective customer service and discover the future of the industry.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Kustomer

Your Next Move to the Future
sponsored by Avaya
RESOURCE: For a large portion of companies, digital transformation takes shape in improving customer service and enhancing employee efficiency. Read this blog post to evaluate whether or not the contact center subscription model is the right approach for your business as you seek to embrace AI, cloud computing, and other rapidly evolving technologies.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Avaya

Optimize Costs, Onboard Virtual Staff Quickly, and Ensure Business Continuity With Tehama
sponsored by Tehama
DATA SHEET: Call and contact centers live in real time, and have zero margin for error when it comes to business disruptions. This is why virtualizing and moving call centers to the cloud can be transformative to their success. Read this data sheet to learn why.
Posted: 26 Aug 2020 | Published: 26 Aug 2020

Tehama

Success Story: Dartmouth College
sponsored by LogMeIn Rescue
CASE STUDY: COVID-19 has hit the educational industry particularly hard. Many universities are still running traditional legacy phone systems, making effective communications almost impossible… unless they’re in the cloud. Take a look at this case study detailing how Dartmouth College was able to stay connected in the wake of pandemic.
Posted: 12 Aug 2020 | Published: 01 Jul 2020

LogMeIn Rescue

Transforming Communications at NPower
sponsored by FourNet
CASE STUDY: Your legacy phone system may be holding you back. It may be wise to consider a cloud-based contact center platform that provides reduced cost through pay-per-use services, automation and flexibility. Read this case study to learn how Germany’s leading energy company, Innogy SE, was able to streamline operations and transform.
Posted: 04 Aug 2020 | Published: 04 Aug 2020

FourNet

Remote Agent Playbook
sponsored by RingCentral
EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.
Posted: 31 Jul 2020 | Published: 31 Jul 2020

RingCentral

Tips for Remote Workers Using Persistent Collaboration Tools
sponsored by Verizon
RESOURCE: Access this resource to learn how to adjust communication and collaboration tools to fit your organization’s needs whether you are just getting started or are already using them.
Posted: 30 Jul 2020 | Published: 30 Jul 2020

Verizon

How to Choose the Best VoiP Provider for Your Business
sponsored by Verizon
WHITE PAPER: Access this resource to learn 5 considerations when evaluating VoIP solutions and providers.
Posted: 29 Jul 2020 | Published: 29 Jul 2020

Verizon

Empower employees to communicate and collaborate, from anywhere
sponsored by Verizon
DATA SHEET: Check out this data sheet to learn the 6 ways One Talk and BlueJeans work together for your business.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

What is VoIP?
sponsored by Verizon
RESOURCE: Access this resource to learn what exactly a Voice over Internet Protocol (VoIP) is, the variety of ways to place VoIP calls, and the 6 benefits of a VoIP solution.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

Learn From Every Customer Conversation
sponsored by Noble Systems
WHITE PAPER: Access this white paper to learn 5 ways that customers benefit from Conversation Analytics and discover implementation best practices to follow for success.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Noble Systems

Supercharging customer service: Reimagining the operator experience at Grocery Outlet
sponsored by ServiceNow
CASE STUDY: Access this webinar recap to explore the benefits and ROI that large retailer, Grocery Outlet, has experienced since implementing ServiceNow’s Customer Service Management solution, including Proactive Service and Effortless Self-Service.
Posted: 25 Jun 2020 | Published: 25 Jun 2020

ServiceNow

Contact Center 2.0
sponsored by RingCentral
EBOOK: Download this white paper to learn about the problems associated with legacy contact centers, and how moving to the cloud can help eliminate them.
Posted: 15 Jun 2020 | Published: 15 Jun 2020

RingCentral

Embracing the Permanent Trend of Working Remotely
sponsored by 8x8, Inc.
RESOURCE: For many companies, existing IT infrastructure may not be properly equipped to handle a larger number of remote workers. Inside this blog post, learn how utilizing cloud-based communications solutions can fill the gaps between your on-premises IT capabilities and the needs of your increasingly remote-first workforce.
Posted: 13 May 2020 | Published: 18 Mar 2020

8x8, Inc.

The Total Economic Impact of RingCentral Contact Center
sponsored by RingCentral
WHITE PAPER: Read this Forrester Total Economic Impact Report to explore the costs, benefits and capabilities of RingCentral Contact Center, including a 615% ROI figure.
Posted: 27 Apr 2020 | Published: 27 Apr 2020

RingCentral
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