Contact Center Services

RESOURCE: Many companies have struggled to shift contact center employees to a work-from-home model. Fortunately for you, remote contact center employees can actually improve the customer experience—with the right set of best practices. Read this article to discover how you can overcome the inevitable challenges of remote work and come out on top in the end.

Posted: 14 May 2021 | Published: 14 May 2021

WHITE PAPER: Avaya OneCloud CCaaS offers a seamless path to the cloud with powerful customer experience tools from a trusted vendor. Explore the 6 key ways OneCloud can benefit your organization in this infographic.

Posted: 02 Apr 2021 | Published: 02 Apr 2021

WHITE PAPER: This white paper will help you create a roadmap to succeed in the post-COVID-19 era by offering a new strategy for your contact centers that enables your organization to deliver an outstanding customer experience in a cost-effective manner.Download your copy to get started.

Posted: 19 Jan 2021 | Published: 19 Jan 2021

EBOOK: In this eBook, explore 5 strategies that can help you maintain customer service levels when expected events occur. Download your copy to get started.

Posted: 19 Jan 2021 | Published: 19 Jan 2021

RESEARCH CONTENT: Companies around the world are preparing for a future where many of their agents continue to work outside of the office as well as onsite in blended teams. So how do you get your contact center ready for a changing agent workforce that works from anywhere? Download this Nemertes report for expert tips on navigating a successful transition.

Posted: 19 Jan 2021 | Published: 19 Jan 2021

WEBCAST: In this interactive workshop, learn how you can better manage your remote contact center agents with NICE inContact’s CXone. You’ll also be provided with a workbook you can use as a real-life reference once you’re back in the office. Watch now to get started.

Posted: 15 Jan 2021 | Premiered: Jan 15, 2021

CASE STUDY: Watch this video to see how NICE inContact has provided MoneyGram with seamless, user-friendly technology, that they can rely on.

Posted: 15 Jan 2021 | Published: 15 Jan 2021

RESEARCH CONTENT: Successful organizations follow some key best practices to ensure they are delivering a good experience in their contact center. This Nemertes research report outlines those strategies, as well as expert tips for boosting agent productivity, implementing chatbots, and more. Download your copy to get started.

Posted: 12 Jan 2021 | Published: 12 Jan 2021

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

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

RESOURCE: 69% of employees waste up to 60 minutes per day navigating between apps. With an overload of apps in today’s businesses, employees are becoming disengaged due to poor user experience, and this disengagement trickles down to your customers. View this infographic for more on why your communications may be slowing you down.

Posted: 31 Jul 2020 | Published: 30 Jun 2020

WHITE PAPER: Download this white paper to learn about using RPA in the contact center, with insights on challenges, benefits and how to implement an end-to-end automation platform.

Posted: 01 Jul 2020 | Published: 01 Jul 2020

EBOOK: Download this eBook to explore the concept and potential benefits of contact center employee engagement, as well as strategies and innovative technologies that can help you achieve it.

Posted: 17 Jun 2020 | Published: 17 Jun 2020

WHITE PAPER: Read this eBook to learn about the benefits of moving from a legacy contact center, like Avaya, to a cloud-native platform, and how doing so can help you provide the best possible CX.

Posted: 16 Jun 2020 | Published: 16 Jun 2020

WHITE PAPER: Download this white paper to learn about the problems with relying on an on-prem VPN for voice communication and see why the cloud is the better choice for a WFH contact center.

Posted: 16 Jun 2020 | Published: 16 Jun 2020

WHITE PAPER: Download this white paper for expert insights and practical suggestions on how to design an effective contact strategy based on modalities (voice, text, video) and engagement options (live assistance, self service, proactive service).

Posted: 03 Jun 2020 | Published: 03 Jun 2020

EZINE: The fourth quarter is the busiest in the channel, and we get an idea of which technologies should be selling strongly

Posted: 23 Sep 2019 | Published: 04 Sep 2019

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

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

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

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

EGUIDE: Explore the growing acceptance of virtual agents and find out how Vivino, the world's most downloaded wine app, configured their contact center and improved customer experiences for millions of global smartphone users speaking different languages.

Posted: 23 May 2018 | Published: 23 May 2018

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

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

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