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ALSO CALLED: Call Centres
DEFINITION: An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. A call center may handle either only inbound or outbound calls or might deal with a combination of the two.
Call Centers Reports
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The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence
sponsored by Genesys
ANALYST REPORT: Check out this report to learn about the top 3 customer service CX leaders should pay attention to in 2021.
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  Call Centers
Genesys

Voice Analytics Advanced Call Analytics
sponsored by Momentum Systems
DATA SHEET: Access this data sheet to learn about Momentum Voice Analytics, a cloud-based solution that can optimize an organization’s existing resources to achieve higher service levels.
Posted: 12 Apr 2021 | Published: 12 Apr 2021

TOPICS:  Call Centers
Momentum Systems

Great Experiences Happen by Design
sponsored by 8x8, Inc.
DATA SHEET: 8x8 Contact Center is a complete, reliable and secure solution that helps businesses boost engagement, collaboration and operational effectiveness for customer service Check out this data sheet to learn 6 key benefits the 8x8 Contact Center brings to the table even when business isn’t going “as usual”.
Posted: 31 Mar 2021 | Published: 31 Mar 2021

TOPICS:  Call Centers
8x8, Inc.

2021 Contact Center Buyer’s Checklist
sponsored by 8x8, Inc.
WHITE PAPER: Access this checklist to benchmark the most important features of a cloud contact center against your own requirements and learn why an 8x8 X6 service plan may be right for your organization.
Posted: 30 Mar 2021 | Published: 30 Mar 2021

TOPICS:  Call Centers
8x8, Inc.

Genesys & AppNeta: Ensuring seamless contact center experiences
sponsored by AppNeta
CASE STUDY: Check out this case study to see how AppNeta helps Genesys get the network visibility they need to delivery top-notch, always-on customer service.
Posted: 16 Mar 2021 | Published: 16 Mar 2021

TOPICS:  Call Centers
AppNeta

Create great experiences in your contact center
sponsored by TechTarget
RESOURCE: COVID-19 has highlighted the importance of having a contact center that can support mobile, omnichannel customer service. As you head into 2021, it's important to re-evaluate your current contact center strategy, to identify—and remedy—any existing weaknesses. Grab a copy of our guide to get started.
Posted: 01 Mar 2021 | Published: 01 Mar 2021

TechTarget

Practical Guide To Managing Change In Your Contact Centre
sponsored by Genesys
EBOOK: Transitioning from an older, on-premise call center system to a modern cloud application is an opportunity for quick success, if you have a comprehensive change management strategy.Access this guide to learn the essential components of change management as it relates to contact center migration.
Posted: 26 Feb 2021 | Published: 26 Feb 2021

Genesys

Lancashire Constabulary, HPE Pointnext Services Find Untapped Insights in Audio Data
sponsored by HPE and Intel®
CASE STUDY: Access this case study to see how Lancashire Constabulary engaged HPE Pointnext Services to help the police gain insight into emergency and non-emergency calls to improve efficiency and effectiveness in serving the public.
Posted: 25 Jan 2021 | Published: 25 Jan 2021

HPE and Intel®

OneLink & AppNeta: Flexible and Scalable Contact Center Agent Monitoring
sponsored by AppNeta
CASE STUDY: As the global pandemic forced enterprises across the globe to shutdown shared offices and explore WFH options, OneLink, a specialized contact center provider, found themselves making the shift. Fortunately, OneLink’s existing partnership with AppNeta proved critical just when things were starting to seem daunting. Learn more in this case study.
Posted: 29 Dec 2020 | Published: 29 Dec 2020

AppNeta

4 Benefits of Deploying Managed UC Services
sponsored by NWN Corporation
EGUIDE: IT departments are constantly seeking ways to move applications, data and services to the cloud. Yet, UC has remained in-house and on premises longer. But, over the years, managed UC services have come a long way to create a solid set of benefits that may convince business leaders to reconsider. In our expert guide, dive into 4 of those benefits.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

NWN Corporation

How to better manage teams of remote contact center agents
sponsored by RingCentral
WHITE PAPER: Most customer service agents are now working from home and it’s likely to stay that way. Cloud-based contact center management platforms point the way forward in this new normal and have the potential to improve the customer experience. Download this whitepaper to learn more about why you should change over to a cloud-based contact center platform.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

RingCentral

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

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

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

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.

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

The Total Economic Impact Of RingCentral Contact Center
sponsored by RingCentral
ANALYST REPORT: 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

The Collaborative Contact Center A disruptive approach to customer engagement
sponsored by RingCentral
WHITE PAPER: Access this white paper to review key considerations that can help you choose a cloud contact center solution and discover 4 four reasons to make your contact center collaborative.
Posted: 21 Apr 2020 | Published: 21 Apr 2020

RingCentral

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

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

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

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

Transforming Customer Support with Artificial Intelligence Capabilities
sponsored by Zendesk
RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

Zendesk
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