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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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Ten considerations for moving your contact center to the cloud
sponsored by Genesys
EBOOK: By evaluating criteria and answering critical questions at the outset, organizations will be able to find the best match for their business goals and requirements. View this ebook to learn the 10 key considerations for selecting a partner and moving to a cloud-based contact center.
Posted: 04 Feb 2020 | Published: 04 Feb 2020

Genesys

Secrets to a successful contact center migration
sponsored by Genesys
WHITE PAPER: Right now, contact centers are shifting away from existing systems and toward the cloud. This guide offers 7 tips to ensure your contact center migration to the cloud is a successful one, with insight into how to search for the best path to the cloud and choosing the right cloud provider. Stay ahead of the pack. Read the guide to learn more.
Posted: 29 Jan 2020 | Published: 29 Jan 2020

Genesys

Twelve signs you’re ready to upgrade to a cloud contact center
sponsored by Genesys
WHITE PAPER: It can be hard to meet customer expectations when your contact center agents are more focused on tech problems surrounding calls than the customer calls themselves. That's why organizations are upgrading to a cloud-native contact center that focuses on collaboration. This guide lists 12 benefits of a cloud contact center. Read the guide here.
Posted: 29 Jan 2020 | Published: 29 Jan 2020

Genesys

CallTower Teams Direct Routing + Five9 Contact Center = POWERFUL
sponsored by CallTower, Inc.
DATA SHEET: Together, CallTower and Five9 empower the Microsoft Teams digital environment to provide a strong, positive customer experience. In this brief, explore the capabilities of CallTower’s Microsoft Teams Direct Routing and Five9 Blended Cloud Contact Center.
Posted: 27 Jan 2020 | Published: 27 Jan 2020

CallTower, Inc.

Evolve IP Drives CARS’ Contact Centers into the Future
sponsored by EvolveIP
CASE STUDY: Charitable Adult Rides and Services (CARS) is a non-profit that enables vehicle donations for charities. As they grew, their call center software became outdated and unintegrated. After searching around, they decided to upgrade with Evolve IP. Learn about CARS’ experience in this case study.
Posted: 14 Jan 2020 | Published: 14 Jan 2020

EvolveIP

Cloud vs. On-Premises: Understanding the Key Differences
sponsored by Fuze
RESOURCE: The only way to understand the advantages of one thing over another is to compare them side-by-side. In this resource, see how Fuze’s cloud communications delivery model compares to traditional premises-based systems.
Posted: 13 Jan 2020 | Published: 13 Jan 2020

Fuze

How 9 CCaaS Vendors Measure Up
sponsored by EvolveIP
RESEARCH CONTENT: According to Gartner, CCaaS solutions are becoming the preferred deployment model for many contact centers in North America—a title that was previously held by on-premises contact centers. Download this Magic Quadrant report to assess 9 of the top vendors and their products to see why CCaaS has continued to be the popular choice.
Posted: 13 Jan 2020 | Published: 13 Jan 2020

EvolveIP

Contact centers are evolving: 5 capabilities you need now
sponsored by Pegasystems
WHITE PAPER: With modern customer experience goals centered around frictionless and personalized touchpoints, call center capabilities have advanced in order to accommodate new standards. Open this call center guide, which details 5 new capabilities critical to call center success, and 4 factors driving call center approach adjustments.
Posted: 10 Dec 2019 | Published: 10 Dec 2019

Pegasystems

Innovative Ways To Address The Top 3 Agent Empowerment Challenges
sponsored by Talkdesk
RESEARCH CONTENT: Contact centers are struggling to keep their agents engaged. The word “empowerment” is regularly offered up as an end-all-be-all solution for driving culture improvement, but what does it really mean to empower agents? Find out in this trend report, which explores what it really means to empower your team members.
Posted: 27 Nov 2019 | Published: 27 Nov 2019

Talkdesk

The UK Contact Center Decision-Maker’s Guide 2018-19
sponsored by 4Net
ANALYST REPORT: The "UK Contact Center Decision-Makers’ Guide (2018/19 - 16th edition)" is a major annual report studying the performance, operations, technology and HR aspects of UK contact center operations. Download the report to uncover 7 of the major pain points and issues that affect the contact center industry and recommendations for solving these issues.
Posted: 14 Nov 2019 | Published: 14 Nov 2019

4Net

How to Ensure a 360-Degree Customer View
sponsored by Appian
WEBCAST: In this recorded webinar, hear from Appian Contact Center expert Todd Marthaler and eWEEK Market Expert Michael Kreiger on best practices to ensure customer service agents are armed with the exact data they need to deliver the very best customer experiences.
Posted: 05 Nov 2019 | Premiered: Nov 5, 2019

Appian

Talkdesk GDPR Compliance
sponsored by Talkdesk
EBOOK: In this e-book, discover what steps Talkdesk has taken to ensure compliance with General Data Protection Regulation (GDPR). Get a comprehensive overview of Talkdesk personal data processing protocols, and review how Talkdesk ensures data security, controls third-party access to personal data, and more.
Posted: 04 Sep 2019 | Published: 04 Sep 2019

Talkdesk

The Secret Recipe: Transforming Best-In-Class Contact Centers
sponsored by Talkdesk
WEBCAST: Improved customer retention, customer satisfaction, and agent productivity; these are just 3 ways that an intelligent contact center platform can bring remarkable value to your business. Watch this webinar to learn how you can transform your contact center for the better—with a little help.
Posted: 27 Aug 2019 | Premiered: Aug 27, 2019

Talkdesk

2019 Talkdesk Contact Center KPI Benchmarking Report
sponsored by Talkdesk
WHITE PAPER: Read this contact center KPI and benchmarking report to learn the role of key performance indicators and how to appropriately define success across common metrics—so you can set and achieve the goals that matter most to your organization.
Posted: 27 Aug 2019 | Published: 27 Aug 2019

Talkdesk

Future-Proof Your Contact Center: A Guide to Improving Employee Experience, Customer Experience, and Technology
sponsored by Talkdesk
WHITE PAPER: Thanks to major innovations in tech (and the businesses that make use of them best,) customer expectations have grown exponentially. Download this customer service toolkit to help future-proof your contact center, building a base for success that holds strong throughout the coming years.
Posted: 26 Aug 2019 | Published: 26 Aug 2019

Talkdesk

The Real Cost of Downtime: How to Understand the Impact of Contact Center Outages
sponsored by Talkdesk
WHITE PAPER: A contact center outage is one of the most potentially damaging events that can occur to a business—often resulting in revenue loss or terminally damaged customer relationships. Read this white paper to learn the real cost of contact center downtime, and how to best deal with it.
Posted: 26 Aug 2019 | Published: 26 Aug 2019

Talkdesk

Talkdesk: Enterprise Cloud Contact Center for the Digital World
sponsored by Talkdesk
WHITE PAPER: In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.
Posted: 23 Aug 2019 | Published: 23 Aug 2019

Talkdesk

How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model
sponsored by Coveo
WHITE PAPER: View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

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

Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
EGUIDE: In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
Posted: 03 Jul 2019 | Published: 01 Jul 2019

Squelch
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