Infographic: CPaaS tools driving the market
sponsored by TechTarget ComputerWeekly.com
EGUIDE:
The pandemic drove demand for embedded and digital communications as organisations looked to replace in-person communication. New CPaaS use cases emerged around telehealth, e-commerce and retail. This infographic highlights some of the key use cases driving change in the market.
Posted: 06 Nov 2023 | Published: 07 Nov 2023
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Understanding CPaaS market growth, trends and providers
sponsored by TechTarget ComputerWeekly.com
EGUIDE:
The CPaaS market is maturing as increased demand for digital communications drives new use cases. Organizations looking to buy CPaaS APIs should examine the various use cases that APIs can address and how to choose a CPaaS provider. Read this article to learn more about the trends and providers fueling CPaaS market growth.
Posted: 06 Nov 2023 | Published: 07 Nov 2023
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UCaaS vs. CCaaS vs. CPaaS: What's the difference?
sponsored by TechTarget ComputerWeekly.com
EGUIDE:
It can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together.
Posted: 05 Nov 2023 | Published: 06 Nov 2023
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TrueServe™ Self Service
sponsored by AWS - Deloitte
VIDEO:
Conversational AI solutions are opening the door to redefine customer self-service and ensure each user receives the right amount of support through the proper channel. View this video to evaluate one such solution, TrueServe™ Self-Service, an AI-driven virtual agent that bridges the gap between traditional IVR and digital engagements.
Posted: 18 Oct 2023 | Premiered: 18 Oct 2023
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Contact center AI opens new frontiers for customer engagements
sponsored by TechTarget Customer Experience
EBOOK:
Learn how contact center AI transforms one-dimensional call centers into all-encompassing, multidimensional customer experience centers with the help of artificial intelligence and automation technologies like machine learning, natural language processing, computer vision and neural networks.
Posted: 08 Feb 2021 | Published: 16 Jul 2020
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How to choose a contact center software system in 2020
sponsored by CloudCall Ltd
EGUIDE:
Selecting contact center software is a daunting task. Contact center software is the heart of an organization, handling all inbound and outbound contacts, and it's critical for driving efficient and effective business performance. Explore some expert tips for choosing a contact center software system in this guide.
Posted: 18 Nov 2020 | Published: 18 Nov 2020
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Contact center workforce management keeps pace with consumers
sponsored by TechTarget Customer Experience
EBOOK:
As contact centers increasingly implement AI and automation and migrate operations to the cloud, contact center workforce management software plays a critical role in improving customer interactions with agents and helping transform customer service from a cost center into a profit center.
Posted: 16 Jul 2020 | Published: 16 Jul 2020
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Cloud Contact Center: What to Consider Before Migration
sponsored by FourNet
EGUIDE:
The line between unified communications and the contact center is blurring as organizations look to bring both technologies together via cloud adoption. In this expert guide, find out if moving your contact center to the cloud is right for you, and explore 5 tips for picking a call center CX platform.
Posted: 11 Sep 2019 | Published: 11 Sep 2019
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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
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AI in CRM: 10 Tips for Implementing Bots
sponsored by ConvergeOne
EGUIDE:
Explore how AI and NLP work with – not in lieu of – contact agents, and key factors to consider about virtual agent chatbots.
Posted: 23 May 2018 | Published: 18 May 2018
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Contact Center Technology and Automation Tools You Should Know
sponsored by ConvergeOne
EGUIDE:
Explore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.
Posted: 14 May 2018 | Published: 14 May 2018
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Figure Out the Future of your Contact Center
sponsored by ConvergeOne
EGUIDE:
Tap into this expert guide to see how real companies choose between on-premises, cloud and hybrid contact centers, and explore how omnichannel contact centers can still include voice capabilities.
Posted: 10 May 2018 | Published: 07 May 2018
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Create and implement an all-purpose multichannel contact center
sponsored by ConvergeOne
EBOOK:
Find out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
Posted: 03 May 2018 | Published: 03 May 2018
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Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
sponsored by Five9
EGUIDE:
Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
Posted: 03 Oct 2017 | Published: 03 Oct 2017
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Top 7 Contact Center Dos & Don'ts
sponsored by NICE
EGUIDE:
Customer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts.
Posted: 31 Aug 2017 | Published: 30 Aug 2017
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Boost Contact Center Service (Without Adding Agents)
sponsored by NICE
EGUIDE:
Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
Posted: 31 Aug 2017 | Published: 30 Aug 2017
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Explore the Changing Contact Center Landscape
sponsored by LogMeIn Rescue
EGUIDE:
New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
Posted: 09 Mar 2017 | Published: 06 Mar 2017
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How Automated Contact Services Help One Health Center Reduce Missed Appointments
sponsored by Microsoft
EGUIDE:
In this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.
Posted: 14 Feb 2017 | Published: 09 Feb 2017
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Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE:
In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017
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Develop a Multichannel Strategy that Supports Customer Experience Management
sponsored by BoldChat - LogMeIn
EGUIDE:
Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.
Posted: 22 Dec 2016 | Published: 20 Dec 2016
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Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
EGUIDE:
Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
Posted: 20 Dec 2016 | Published: 14 Dec 2016
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Manage Your Contact Center For More Meaningful KPI's
sponsored by Genesys
EGUIDE:
In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
Posted: 06 Oct 2016 | Published: 06 Oct 2016
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Improving Omnichannel Customer Service with Salesforce IoT Cloud
sponsored by Salesforce.com
EGUIDE:
Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.
Posted: 20 Jul 2016 | Published: 19 Jul 2016
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As Multichannel Intensifies, Call Centers Get a Wake Up Call
sponsored by Zendesk
EGUIDE:
The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.
Posted: 02 Mar 2016 | Published: 26 Feb 2016
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How Does Social Customer Service Affect Contact Centers?
sponsored by Oracle Corporation
EGUIDE:
In this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.
Posted: 22 Feb 2016 | Published: 11 Feb 2016
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