Contact Center Services

RESOURCE: Businesses are realizing that the key to success lies in the effectiveness of their customer service strategy. In this article, discover how MSPs are using their experience and expertise to align contact centers with their customer's needs, and unlock the 3 criteria needed to deliver contact center success.

Posted: 11 Mar 2019 | Published: 01 Feb 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

: Customer service metrics help to track performance in your primary customer service mission – but you'll need data to be successful. Download this white paper to explore a defined path through all the data and uncover expert advice about how to best use the metrics found to be essential for managing your support operations.

Posted: 30 Nov 2018 | Published: 30 Nov 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

WHITE PAPER: The burden of providing the near-instantaneous response time your customers demand falls largely on the shoulders of contact center agents. How can your agents thrive under this pressure? Find out how you can turn your contact center into a true customer engagement hub, by improving efficiency, productivity, and overall success.

Posted: 02 Oct 2018 | Published: 02 Oct 2018

WHITE PAPER: Maintaining an effective contact center that acts as a strength, rather than a weakness, can be difficult. In this white paper, learn about the benefits of partnering with contact enter consultants, and the factors to consider while determining effectiveness and ROI.

Posted: 01 Oct 2018 | Published: 01 Oct 2018

RESEARCH CONTENT: Contact center technologies have made tremendous gains in cutting organizational costs and increasing efficiency. However, they need to take on a more strategic role. In this report, uncover survey results that highlighted 2 interesting trends, and learn more about how you can deliver better business results with a cloud contact center.

Posted: 21 Sep 2018 | Published: 21 Sep 2018

RESOURCE: Most customers want to be able to help themselves. You could have the best self-service information available, but it's not very useful if your customers (or your employees) can't find it. In this resource, learn about 3 knowledge management examples to make your customers' lives easier, and reduce overall support costs by 25%.

Posted: 04 Sep 2018 | Published: 18 Jul 2017

WHITE PAPER: This resource presents survey findings on consumer preferences and offers recommendations for contact center managers to close the gap between digital technology and customer engagement.

Posted: 06 Jul 2018 | Published: 29 Jun 2018

CASE STUDY: In this case study, find out how Essen Healthcare transitioned from their legacy PBX system to a cloud communications service.

Posted: 09 May 2018 | Published: 09 May 2018

WHITE PAPER: Inside, learn about the challenges in creating an exceptional customer experience, the value of a contact center that supports all channels, and best practices for positively impacting customers.

Posted: 21 Mar 2018 | Published: 31 Dec 2017

WHITE PAPER: Examine the impacts a shift from premises-based to cloud contact center has to employees on the frontline, supervisors, and contact center managers tasked with running the day-to-day operations, as well as insight on common questions and experiences in a contact center as a service (CCaaS) environment.

Posted: 20 Mar 2018 | Published: 31 Dec 2017

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