Contact Center Services

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

EBOOK: The adoption of Microsoft Teams has increased exponentially since COVID-19 began.FourNet takes Teams beyond internal employee collaboration by integrating the solution into contact centers. Read this eBook to learn about FourNet’s Teams integration offering, including key benefits, deployment timeline, and more

Posted: 16 Oct 2020 | Published: 16 Oct 2020

WHITE PAPER: “UK Contact Centre Verticals: Insurance” by ContactBabel looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK insurance sector. Download your copy to review their results.

Posted: 14 Oct 2020 | Published: 14 Oct 2020

RESEARCH CONTENT: “UK Contact Centre Verticals: Retail & Distribution” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK retail & distribution sector. Download your copy to explore ContactBabel’s findings.

Posted: 14 Oct 2020 | Published: 14 Oct 2020

RESEARCH CONTENT: “UK Contact Centre Verticals: Financial Services” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK financial services sector. Grab your copy to explore ContactBabel’s findings.

Posted: 13 Oct 2020 | Published: 13 Oct 2020

RESOURCE: Download this infographic to explore 6 best practices that can help your contact center agents be successful when they’re working remotely.

Posted: 08 Oct 2020 | Published: 08 Oct 2020

WHITE PAPER: CX is set to overtake price and product as key brand differentiators. Enhancing the value of CX is essential to increasing customer lifetime value and retention, and now that enterprises are on their way to the cloud, CX must follow suit. Scan this white paper presented by Frost & Sullivan to get a glimpse of Contact-center-as-a-Service.

Posted: 05 Oct 2020 | Published: 05 Oct 2020

CASE STUDY: Tata Communications was able to partner with Personiv, a premium outsourcing provider. Through this partnership, Personiv was able to adopt new-age technologies that granted employees superior enterprise-wide collaboration. As a result, they were able to digitally transform and grow. Dive into this case study to learn more.

Posted: 05 Oct 2020 | Published: 05 Oct 2020

WEBCAST: Avaya Workspaces gives agents, supervisors, and other service personnel one place to access the information they need to deliver a superior customer experience. Learn about the solution and the benefits it could offer your contact center in this brief video.

Posted: 05 Oct 2020 | Premiered: Oct 5, 2020

ANALYST REPORT: Frost & Sullivan chose to produce a Frost Radar on a key market within the contact center industry—workforce optimization (WFO)—because it drives performance, agent engagement, and improved customer experience (CX). Download a copy of the report to see why Avaya was recognized as the top innovator for the WFO market.

Posted: 05 Oct 2020 | Published: 05 Oct 2020

RESOURCE: With benefits like increased cost savings, flexibility, scalability and more, it’s not surprising that there’s been a steady rise in cloud contact center adoption. Read this blog post to explore some of the top benefits of shifting your contact center to the cloud.

Posted: 02 Oct 2020 | Published: 02 Oct 2020

WHITE PAPER: Digitizing customer experience is fast becoming a key necessity among businesses as customers today are spread across different parts of the globe and want to interact via different channels. Read this Frost & Sullivan report to see how CCaaS has already—and will continue to—reshape the customer service landscape.

Posted: 01 Oct 2020 | Published: 01 Oct 2020

EBOOK: In this eBook, CX Network looks at the examples of three very different organizations – a large private company, a charity and a government body – to find out the role chatbots have played in transforming their front-facing services. Read this eBook to explore their experiences and chatbot deployment tips.

Posted: 28 Sep 2020 | Published: 28 Sep 2020

RESOURCE: Read this blog post to see how using AI can help you navigate all the difference personalities in the contact center.

Posted: 28 Sep 2020 | Published: 28 Sep 2020

RESOURCE: As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. Read this blog post to explore the 5 essential features for the contact center of the future.

Posted: 24 Sep 2020 | Published: 24 Sep 2020

WHITE PAPER: While Interactive Voice Response (IVR) systems are generally seen with dismay and disgust by customers, these tools fill a crucial role in most businesses by automating contact center routing and tackling other menial tasks. Read on to learn about Conversational Voice Response, the evolution of IVR and next step in intelligent customer engagement.

Posted: 23 Sep 2020 | Published: 23 Sep 2020

WHITE PAPER: The contact center market is one that is in flux thanks to high demand for cloud contact centers in enterprises both large and small. In addition, AI powered contact centers and omnichannel models are becoming significantly more popular. Access this Aragon Research report to evaluate the performance of 15 major provides in this market for yourself.

Posted: 18 Sep 2020 | Published: 18 Sep 2020

WHITE PAPER: In this white paper, [24]7.ai tackles some of the most pervasive and costly problems inherent in contact center operations and shows you how solving one problem has a positive cascading improvement effect on all others.

Posted: 17 Sep 2020 | Published: 17 Sep 2020

WHITE PAPER: The maturity of cloud platforms inspires new confidence in moving mission critical systems—like your contact center—to the cloud. Read this eBook to review 10 key considerations for selecting a cloud contact center partner and tips for a successful migration.

Posted: 16 Sep 2020 | Published: 16 Sep 2020

WHITE PAPER: Download this white paper to explore 10 reasons to adopt the Genesys customer experience platform for your contact center.

Posted: 15 Sep 2020 | Published: 15 Sep 2020

WHITE PAPER: Intelligent automation can help customers using a self-service channel get the assistance they need the first time around. Download this white paper to learn about using intelligent automation, specifically IVAs and RPA, in your contact centers and customer service strategy.

Posted: 03 Sep 2020 | Published: 03 Sep 2020

WHITE PAPER: Organizations of all types, from small businesses to Fortune 500 enterprises, entrust the front line of their call centers to IVAs. Learn about one IVA offering by Inference, and its features, as well as how you can get started in this eBook.

Posted: 02 Sep 2020 | Published: 02 Sep 2020

EBOOK: In the contact center, the consequences of poor culture are greater, since it has a direct impact on the level of customer service that’s provided. Download this eBook to explore the effects of negative contact center culture, and steps you can take to boost morale and engagement.

Posted: 02 Sep 2020 | Published: 02 Sep 2020

WHITE PAPER: Intelligent virtual agents (IVAs) are an increasingly popular—and effective—approach to delivering personalized customer experiences across all channels. Learn about using IVAs as part of your self-service strategy and how you can get started in this white paper.

Posted: 02 Sep 2020 | Published: 02 Sep 2020

EBOOK: Read this eBook to learn about moving to a virtual contact center, and how it can help you drive exceptional customer experiences.

Posted: 02 Sep 2020 | Published: 02 Sep 2020