Contact Center Services

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

WHITE PAPER: In this white paper, find out how your organization can gain invaluable insights into customer behavior at a realistic price point, and how big data and the cloud can help engage customers during contact center interactions.

Posted: 21 Sep 2018 | Published: 21 Sep 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

RESEARCH CONTENT: Take a look at this solution brief to learn how analyzing and correlating all levels of customer engagement can add value and context to each interaction, allowing for a granular understanding of every element of the journey.

Posted: 13 Jul 2018 | Published: 13 Jul 2018

WEBCAST: With the onslaught of cyberattacks that have occurred this year, data security has never been a higher priority for organizations, especially for contact centers. Learn from 2 leaders in the data security field about top data security regulations, laws and standards affecting contact center governance, and more.

Posted: 18 Jun 2018 | Premiered: Jun 13, 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

ANALYST REPORT: With today's world of digitally empowered customers, find out why organizations struggle to meet customer expectations, and how modern communications are vital to winning the customer experience.

Posted: 26 Mar 2018 | Published: 26 Mar 2018

VIDEO: Learn about the right tools to kindle employee excitement and the importance of attracting and retaining high quality talent with workforce optimization. Also uncover why you need to provide unique, personalized CX to gain new customers and keep the ones you have.

Posted: 22 Mar 2018 | Premiered: 05 Oct 2016

WEBCAST: Hear from Alla Reznik and Jessica Smith from Verizon about the importance of the customer experience and how your organization can make the move from contact centers to experience centers while capturing the voice of the customers.

Posted: 22 Mar 2018 | Premiered: Oct 10, 2016

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

VIDEO: In this webcast, Brian Cantor talks with Dario Gil about how AI has the potential to strike a balance between cost containment and customer experience. Continue watching to uncover how to use technology to better connect with customers to prevent them from going to your competition.

Posted: 11 Sep 2018 | Premiered: 11 Sep 2018

VIDEO: In this webcast, Atul Gupta discusses strategies to transform even the most outdated contact center into an omnichannel, AI-enhanced call center for the future, as well as the benefits that can bring.

Posted: 07 Sep 2018 | Premiered: 07 Sep 2018

RESOURCE: A digital infrastructure built on cloud technology can deliver flexibility and other advantages for contact centers. Find out why flexibility is key to effortless, seamless customer interactions of a true omnichannel contact center.

Posted: 25 Jul 2018 | Published: 29 Jun 2018

WHITE PAPER: In this white paper, learn about the 2 main routes to better contact center reporting and analytics, and how the route you choose can keep you on the right track.

Posted: 25 Jul 2018 | Published: 25 Jul 2018

RESOURCE: In this blog, learn about the digital paydirt of customer data, and how advanced reporting for the modern contact center allows you to gain insights on customer interactions to provide better experiences.

Posted: 24 Jul 2018 | Published: 15 Jun 2018

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

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

RESOURCE: Find out how artificial intelligence and natural language understanding applies to understanding, classifying, and labeling contact enter interactions.

Posted: 04 May 2018 | Published: 04 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