Potential Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center
sponsored by Genesys
RESEARCH CONTENT:
In this Forrester Research Total Economic Impact report, learn about the potential financial effects of a modern, cloud-based contact center management platform.
Posted: 21 Mar 2018 | Published: 31 Dec 2017
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Forrester Study: The Total Economic Impact™ Of Genesys PureCloud
sponsored by Genesys
RESEARCH CONTENT:
Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.
Posted: 13 Mar 2018 | Published: 13 Mar 2018
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Frost & Sullivan: Update Your Contact Center Today or Risk Losing Business Tomorrow
sponsored by Genesys
ANALYST REPORT:
Future-proof your contact center with omnichannel at the center of your digital transformation. It eliminates siloes so your customers get the seamless experience they expect. Learn how to manage the entire customer journey with a single, integrated view of all interactions.
Posted: 13 Mar 2018 | Published: 31 Dec 2017
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Technology Trends in Customer Support Centers
sponsored by Zendesk
WHITE PAPER:
In a recent Gatehouse Research survey, 54% of customer service and IT executive respondents cited inconsistent service as their main cause of customer frustration. Access the results to the rest of the survey and see how your peers are answering the tough questions.
Posted: 25 Apr 2017 | Published: 25 Apr 2017
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The Recent Shift in the Contact Center Market
sponsored by Genesys
EGUIDE:
The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.
Posted: 17 Apr 2017 | Published: 11 Apr 2017
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Analyst Webinar: Is Your Contact Center an Asset or Road Block to Digital Transformation?
sponsored by Genesys
WEBCAST:
Join Art Schoeller, Vice President and Principal Analyst at Forrester Research, to learn how to determine if your contact center is strategic or hindering to your enterprise's digital transformation journey.
Posted: 25 Aug 2017 | Premiered: Aug 22, 2017, 01:00 EDT (05:00 GMT)
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Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER:
This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013
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Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER:
Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014
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Manage Voice, Video Communications in Call Centers with a UC Platform
sponsored by NetScout Systems, Inc.
PRODUCT OVERVIEW:
This white paper discusses building real-time visibility into the performance of calls and other collaborative media sessions by analyzing all network traffic, enabling fast triage for voice and video issues.
Posted: 24 Nov 2015 | Published: 24 Nov 2015
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Get the Most Out of Multichannel Marketing Automation Software
sponsored by Pegasystems
EBOOK:
In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.
Posted: 16 Dec 2014 | Published: 16 Dec 2014
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