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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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8x8: Streamlining Collaboration and Customer Care
sponsored by 8x8, Inc.
RESEARCH CONTENT: Frost & Sullivan forecasts the overall market revenue for hosted and cloud contact centers to increase at a CAGR of 11.4% through 2022—mainly due to the benefits they offer. Explore contact center trends, and how 8x8’s cloud offerings can streamline collaboration and customer care in this research report.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

8x8, Inc.

Ten considerations for moving your contact center to the cloud
sponsored by Genesys
EBOOK: By evaluating criteria and answering critical questions at the outset, organizations will be able to find the best match for their business goals and requirements. View this ebook to learn the 10 key considerations for selecting a partner and moving to a cloud-based contact center.
Posted: 04 Feb 2020 | Published: 04 Feb 2020

Genesys

8 Contact Center Trends to Watch in 2020
sponsored by 8x8, Inc.
WHITE PAPER: Over the last decade, most of the predictions surrounding the state of the contact center have revolved around: AI, omnichannel technology, digital transformation, employee experience and analytics. So, what will be 2020 bring? Find out in this trend report by 8x8, which explores the 8 contact center trends to watch in the upcoming year.
Posted: 03 Feb 2020 | Published: 03 Feb 2020

8x8, Inc.

Contact Center Operations Software: How These 41 Products Compare
sponsored by Genesys
WHITE PAPER: Contact center operations software provides businesses with the capabilities necessary to run a customer contact center—but with all the software options available, how do you know which is the best choice for you? Find out in this G2 Grid Report for Contact Center Infrastructure, which ranks 41 vendors and their features.
Posted: 03 Feb 2020 | Published: 03 Feb 2020

Genesys

4 Businesses That Found CX Success with a Cloud Call Center
sponsored by Genesys
WHITE PAPER: Meeting today’s increasing customer expectations means having the right technology to support your call center—which is why so many organizations are moving to a cloud-based platform. Download this eBook to find out how 4 call centers upgraded their technology and achieved ROI by moving their call center to the cloud.
Posted: 31 Jan 2020 | Published: 31 Jan 2020

Genesys

CallTower Teams Direct Routing + Five9 Contact Center = POWERFUL
sponsored by CallTower, Inc.
DATA SHEET: Together, CallTower and Five9 empower the Microsoft Teams digital environment to provide a strong, positive customer experience. In this brief, explore the capabilities of CallTower’s Microsoft Teams Direct Routing and Five9 Blended Cloud Contact Center.
Posted: 27 Jan 2020 | Published: 27 Jan 2020

CallTower, Inc.

Why Choose CallTower’s Direct Routing for Teams over Microsoft’s?
sponsored by CallTower, Inc.
DATA SHEET: CallTower delivers an integrated Office 365 Microsoft Teams experience with global calling plans. In this brief, compare the prices of CallTower and Microsoft’s Direct Routing for Teams.
Posted: 27 Jan 2020 | Published: 27 Jan 2020

CallTower, Inc.

Appian For Insurance Intelligent Contact Center
sponsored by Appian
PRODUCT OVERVIEW: Whether it’s a new business quote, a billing inquiry, or a claim, insurers are transforming the way they deliver customer service with the help of automation, AI and other emerging technologies. Download this product sheet to learn about one contact center offering that utilizes all those technologies and more to offer the ultimate CX.
Posted: 23 Jan 2020 | Published: 23 Jan 2020

Appian

2020 Strategy: Transform Your Contact Center Experience for Employees and Customers
sponsored by NWN Corporation
WHITE PAPER: Competitive organizations are increasingly turning to cloud-hosted contact center technology. Read this 2020 roadmap to learn what capabilities your modern contact center should have, and why so many organizations are turning to the cloud for better performance and CX.
Posted: 23 Jan 2020 | Published: 23 Jan 2020

NWN Corporation

Contact Center 2025: A Roadmap
sponsored by Talkdesk
RESEARCH CONTENT: Customer Contact Week Digital’s recent survey found that 81% of contact centers have already begun preparing and training their teams for the adoption of automation. Learn how this technology can help streamline processes and explore the other key initiatives for contact centers over the next 5 years in this 2025 Contact Center Roadmap.
Posted: 17 Jan 2020 | Published: 17 Jan 2020

Talkdesk

3 Steps to Infusing AI in the Contact Center
sponsored by Talkdesk
WEBCAST: Many believe that AI is the future of customer service and a key disruptor for the entire contact center industry—but what does it take to implement it? Find out in this webinar, which focuses on the future of AI in the contact center and the 3 incremental steps that you can take today to apply it for maximum impact and success.
Posted: 15 Jan 2020 | Premiered: Jan 15, 2020

Talkdesk

Magic Quadrant for Contact Center as a Service, North America
sponsored by NICE inContact
ANALYST REPORT: Contact center as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centers in North America. In Gartner report, discover 9 vendors and their features designed to help application leaders responsible for customer service and support technology.
Posted: 14 Nov 2019 | Published: 15 Oct 2019

NICE inContact

Talkdesk vs. 8x8 vs. 7 more: Which CCaaS is Best for You?
sponsored by Talkdesk
RESOURCE: CCaaS solutions are becoming the preferred deployment model for many contact centers in North America, replacing traditional on-premises contact center infrastructure. Find out why in this Gartner Magic Quadrant, and review 9 CCaaS providers and their features to help determine the right choice for you.
Posted: 12 Nov 2019 | Published: 12 Nov 2019

Talkdesk

Talkdesk GDPR Compliance
sponsored by Talkdesk
EBOOK: In this e-book, discover what steps Talkdesk has taken to ensure compliance with General Data Protection Regulation (GDPR). Get a comprehensive overview of Talkdesk personal data processing protocols, and review how Talkdesk ensures data security, controls third-party access to personal data, and more.
Posted: 04 Sep 2019 | Published: 04 Sep 2019

Talkdesk

Talkdesk: Enterprise Cloud Contact Center for the Digital World
sponsored by Talkdesk
WHITE PAPER: In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.
Posted: 23 Aug 2019 | Published: 23 Aug 2019

Talkdesk

How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model
sponsored by Coveo
WHITE PAPER: View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

It's Good to Talk Even in a High Tech World
sponsored by BT
WHITE PAPER: View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.
Posted: 07 Jun 2019 | Published: 07 Jun 2019

BT

Three Pitfalls Financial Institutions Must Avoid in the Contact Center
sponsored by Appian
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

Appian

Appian for Financial Services: Intelligent Contact Center
sponsored by Appian
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

Appian

CCW Market Study: The Future of the Contact Center
sponsored by Appian
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

Appian

Key to Intelligent Customer Experience in Financial Services: Data-Driven Decisions That Don't Comprise Privacy
sponsored by Appian
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

Appian

The Appian Intelligent Contact Center Platform
sponsored by Appian
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

Appian

Contact Center Success with Appian
sponsored by Appian
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

Appian

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
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

Serviceaide

Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
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

Squelch
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