Contact Center Services

WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.

Posted: 12 Jun 2019 | Published: 12 Jun 2019

WHITE PAPER: Download this white paper to learn about the critical role of contact centers in building lasting customer relationships, and why it is important to deliver the best experiences at every touch point, especially in financial services.

Posted: 04 Jun 2019 | Published: 04 Jun 2019

WHITE PAPER: Download this white paper to learn how an intelligent contact center can provide a complete, single view of the customer while driving rapid revolution, leading to superior agent performance and world-class customer experiences.

Posted: 31 May 2019 | Published: 31 May 2019

EBOOK: In this e-book, discover 3 steps proven to elevate your contact center strategy. Learn why traditional methods are no longer sufficient in maintaining the efficiency of your contact center, and explore how predictive behavioral routing can help your organization justify investments in more progressive technology, including AI and analytics.

Posted: 21 May 2019 | Published: 21 May 2019

RESEARCH CONTENT: In this market study, discover the popular investment areas shaping the development of the modern contact center. Explore the urgent investment priorities for contact centers looking to modernize their everyday processes, and review how your organization's contact center can benefit from intelligent technology.

Posted: 14 May 2019 | Published: 30 Nov 2018

WHITE PAPER: Inside, learn how to protect your contact center from fraud. Explore the value of machine learning in the contact center, and discover the exponential efficiencies of voice biometrics in fraud prevention.

Posted: 14 May 2019 | Published: 30 Nov 2018

RESEARCH CONTENT: In this research survey, discover the challenges and priorities of 300 IT and compliance professionals from the US and UK. Review why 99% of all respondents admit their organization could improve their compliance tools and software, and explore how to implement better processes and improve privacy within your organization.

Posted: 14 May 2019 | Published: 14 May 2019

WHITE PAPER: In this white paper, discover 4 primary personality styles customer service agents can expect to interact with on a daily basis. Learn how meet each of their personality needs, and explore how predicative behavioral routing can help your customer service team deliver better, faster customer experiences.

Posted: 13 May 2019 | Published: 13 May 2019

WEBCAST: Download this webinar to listen to Julien Corbe, Financial Services Advisory Leader at PwC, and Michael Heffner, VP of Global Industry at Appian, as they discuss how financial institutions can evolve customer experiences by leveraging automation, AI, and other emerging technologies.

Posted: 08 May 2019 | Premiered: May 8, 2019

VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.

Posted: 02 May 2019 | Premiered: 02 May 2019

VIDEO: Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.

Posted: 02 May 2019 | Premiered: 17 Jan 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

RESOURCE: In this article, glean the insight you need to turn your contact center into a profit generator. Learn how to elevate your customer service support team, and get started building a better CX strategy.

Posted: 26 Apr 2019 | Published: 22 Feb 2019

EGUIDE: In this guide, discover the value an omnichannel contact center can bring to your organization, and explore the key differences between a multichannel and omnichannel customer service strategy.

Posted: 29 Mar 2019 | Published: 29 Mar 2019

VIDEO: Download this video to learn why TechStyle Fashion Group chose NICE inContact's cloud-based customer platform to provide customers with the channel options they want, and the streamlined experience they expect.

Posted: 07 Feb 2019 | Premiered: 07 Feb 2019

WHITE PAPER: Some people may think the adoption of AI and machine learning could lead to mass unemployment, but it can actually be used to make human jobs more meaningful. In this white paper, find out how machine learning and AI can be used to improve human performance and help redesign operations in a contact center.

Posted: 21 Jan 2019 | Published: 21 Jan 2019

WHITE PAPER: Is a cloud-based contact centre worth the investment? For many companies, ROIs hold the answer. In this white paper, learn how to calculate your ROI, and discover the benefits of moving to a cloud-based contact center.

Posted: 15 Jan 2019 | Published: 15 Jan 2019

CASE STUDY: Download this case study to learn how Telekom Serbia increased their customer satisfaction rate by almost 16%, while also improving support for mobile services.

Posted: 06 Dec 2018 | Published: 06 Dec 2018

RESEARCH CONTENT: Download this IDC report to learn how UCC tools can enable organizations to operate and grow the business in new ways, help capitalize on and establish new innovative business models, and deliver more comprehensive worker and customer experiences.

Posted: 26 Nov 2018 | Published: 29 Jun 2018

VIDEO: Watch this demo to learn how contact center agents can boost productivity and focus with easy access to WFO functionality from within Salesforce.

Posted: 21 Nov 2018 | Premiered: 15 Nov 2018

VIDEO: Download this webinar to learn from Melanie Turek of Frost & Sullivan as she discusses how cloud native contact center applications can ease the burden of IT, so they can focus on adding business value to their other applications.

Posted: 20 Nov 2018 | Premiered: 15 Nov 2018

RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.

Posted: 19 Nov 2018 | Published: 30 Nov 2017

RESOURCE: When it comes to contact center solution, it's very important to understand the difference between a hosted solution and a cloud-native solution. Download this brief one-page Frost & Sullivan report to better understand the differences between hosted and cloud-native capabilities.

Posted: 16 Nov 2018 | Published: 16 Nov 2018

RESEARCH CONTENT: Download this Gartner Magic Quadrant, explore the strengths and cautions of 10 CCaaS vendors, and find out how the dynamics of the CCaaS market have changed based on the evolution of the contact center to the customer experience center.

Posted: 14 Nov 2018 | Published: 17 Oct 2018

EBOOK: To attract and retain empowered customers of today, businesses must transform their legacy contact center into a modern experience center by embracing new processes and technologies. Find out how doing so can improve customer satisfaction rates, generate loyalty, decrease unnecessary costs and drive efficiencies for your organization.

Posted: 02 Oct 2018 | Published: 02 Oct 2018