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Contact Center Software

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DEFINITION: Software that routes, queues and otherwise manages each of the contact center's channels very much like call center software routes calls.
Contact Center Software Reports
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Optimizing the Agent Journey to Perfect the Customer Journey
sponsored by Avaya
WHITE PAPER: With this white paper, discover how updated quality management and workforce management tools can help contact centers create a first-class customer experience, and learn how to create a more empowered, engaged workforce through the use of omnichannel workforce management tools.
Posted: 08 Apr 2019 | Published: 31 Dec 2018

Avaya

10 Speech Analytics Needs to Know for CX Pros
sponsored by CallMiner
WHITE PAPER: With this white paper, learn about the opportunities speech analytics can offer your organization. Explore the benefits of speech analytics in the contact center, and uncover 10 'need to know' facts about speech analytics perfect for the CX and marketing professional.
Posted: 03 Apr 2019 | Published: 03 Apr 2019

CallMiner

Tone Matters! Gain Insights on Sentiment Through Speech Analytics
sponsored by CallMiner
VIDEO: In this webinar, discover the value speech analytics can bring to your organization. Glean expert insight from industry experts, and explore real-world use cases from those already employing speech analytics within their organizations.
Posted: 02 Apr 2019 | Premiered: 30 Jun 2018

CallMiner

Achieve Optimal Contact Center Efficiency & Agent Performance with Speech Analytics
sponsored by CallMiner
WHITE PAPER: In this white paper, explore how interaction analytics can help your organization increase efficiency and improve CX. Discover the core capabilities of interaction analytics, and review the best practices you'll need to get your to make your contact center transformation.
Posted: 02 Apr 2019 | Published: 31 Dec 2018

CallMiner

How Unsolicited Feedback Can Be Rocket Fuel For Your CX Engine
sponsored by CallMiner
WHITE PAPER: According to Forrester, organizations that use behavioral data from customer interactions are more successful than those who use customer surveys—but why? In this white paper, learn about the benefits of behavioral data, and explore use cases from organizations already putting behavioral data and analytics into play.
Posted: 01 Apr 2019 | Published: 01 Apr 2019

CallMiner

The Benefits of an Omnichannel Contact Center
sponsored by West IP Communications
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

West IP Communications

Putting Customer Conversations to Work: Interaction Analytics and AI Enhance the Customer Experience
sponsored by CallMiner
RESEARCH CONTENT: Download this white paper to find out how speech analytics can help organizations monitor agent performance, uncover trends within their customer calls, and create new revenue opportunities.
Posted: 29 Mar 2019 | Published: 31 Dec 2018

CallMiner

How to Improve Sales Effectiveness in Contact Centers with Interaction Analytics
sponsored by CallMiner
EBOOK: In this white paper, explore how interaction analytics can make contact center operations more intelligent, and uncover the best practices needed to gain insight into your customers and drive sales.
Posted: 29 Mar 2019 | Published: 31 Dec 2018

CallMiner

AI and the Contact Center: Radical Revolution or Methodical Evolution?
sponsored by Concentrix
VIDEO: In this webinar, explore how AI is reshaping the customer service landscape, and uncover what AI strategies work best with your CX goals and contact center. Get insight from industry experts, and find out if AI is the radical revolution the contact center needs, or the byproduct of the methodical evolution of customer service.
Posted: 26 Mar 2019 | Premiered: 26 Mar 2019

Concentrix

SD-WAN Optimizes Contact Centers for Uptime that Keeps Customers Coming Back
sponsored by 128 Technology
CASE STUDY: Customers interact with your brand across a growing number of channels – which is great because it increases engagement. But it also means that your network teams have to work even harder to deliver seamless connectivity. Find out how contact center provider, Voxai Solutions, overcame the shortcomings of legacy technologies by switching to SD-WAN.
Posted: 01 Mar 2019 | Published: 01 Mar 2019

128 Technology

Integrated NICE inContact Products & Metrics Power TechStyle Fashion Group
sponsored by NICE inContact
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

NICE inContact

7 Things to Consider Before Moving to a Cloud Contact Center
sponsored by Mitel Networks Limited
WHITE PAPER: In today's hyper-connected world, contact centers have to adapt to a multitude of channels and changing customer expectations. Download this white paper to discover the pros and cons of an on-site and cloud-based contact center, and learn how both models can help you deliver optimal CX to today's mobile consumer.
Posted: 22 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

Using AI to Augment Humans and Redesign Operations
sponsored by British Telecommunications PLC
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

British Telecommunications PLC

Cloud Contact Centers and the Future of Customer Experience
sponsored by Mitel Networks Limited
WHITE PAPER: Learn how to turn your contact center into a strategic asset by adapting to the changing world around you. Delve into the 3 major factors influencing contact center evolution, and discover what you can do to keep up with the changing customer service landscape.
Posted: 18 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

Connect With the Next Generation Customer
sponsored by Mitel Networks Limited
EBOOK: How do you develop an effective contact center? Download this e-book to learn about the top 5 trends all leading contact centers are using to improve customer experience (CX) and drive engagement across multiple channels.
Posted: 18 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

Deliver a Better Customer Experience Without Paying the Price
sponsored by British Telecommunications PLC
WHITE PAPER: Cloud contact centers can improve the customer experience and cut costs, so what's stopping you? In this white paper, gain expert insight necessary in overcoming the 3 common challenges of moving to a cloud contact center, and learn how to get started.
Posted: 16 Jan 2019 | Published: 16 Jan 2019

British Telecommunications PLC

The Real ROI of Moving to a Cloud Contact Center
sponsored by British Telecommunications PLC
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

British Telecommunications PLC

Telekom Serbia Turns Contact Center into Profit Center with Avaya
sponsored by Avaya
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

Avaya

Digital Transformation: Insight into Getting It Right!
sponsored by Avaya
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

Avaya

Demo: NICE inContact CXone – Agent for Salesforce WFO
sponsored by NICE inContact
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

NICE inContact

What's the Difference between a Cloud Native and a Hosted Contact Center Solution?
sponsored by NICE inContact
VIDEO: A cloud-based contact center is a flexible, scalable and shared environment. Download this webinar to find out why companies are embracing the cloud and learn about the difference between a cloud native and a hosted contact center solution.
Posted: 20 Nov 2018 | Premiered: 15 Nov 2018

NICE inContact

Cloud Native Contact Center Applications Ease the Burden of IT
sponsored by NICE inContact
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

NICE inContact

4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by NICE inContact
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

NICE inContact

Understanding the Difference between a Cloud-native and a Hosted Solution
sponsored by NICE inContact
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

NICE inContact

Vendor Comparison: How 10 CCaaS Vendors Compare
sponsored by NICE inContact
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

NICE inContact
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