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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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ChaseData CCaaS Overview
sponsored by ChaseData
EBOOK: ChaseData CCaaS delivers rapid efficiency gains by seamlessly combining all of your call center’s contact data, agent scripts, reports/dashboards/KPIs, campaigns and third-party apps into a single easy-to-use cloud-based software suite. Read this eBook for an overview of ChaseData’s solution and its features, as well as tips for getting started.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

ChaseData

Workstations That Automatically Adapt to the Call
sponsored by ChaseData
WHITE PAPER: In this brief white paper, learn about Chase Data’s CCaaS Agent Workstation offering, which is designed to help agents manage multiple channels and provide the quickest, most effective customer service. Download now to learn about key features and possible use cases.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

ChaseData

Remote Working Made Simple with CloudCall
sponsored by CloudCall Ltd
VIDEO: Many teams are now working from home and this is set to continue for a while. Explore some of the common remote issues in the recruitment industry and how CloudCall can help overcome them in this brief video.
Posted: 11 Nov 2020 | Premiered: 11 Nov 2020

CloudCall Ltd

5 benefits of call reports
sponsored by CloudCall Ltd
WEBCAST: Analyzing call data can reveal powerful insights into how your business is operating and how improvements can be made. With many businesses working remotely, it’s more important than ever to be able to accurately track activity levels. Watch this video for an in-depth look at the benefits of call reports.
Posted: 06 Nov 2020 | Premiered: Nov 6, 2020

CloudCall Ltd

Genesys Cloud Video
sponsored by Genesys
WEBCAST: Watch this brief video to learn about the Genesys Cloud, and how it can help contact centers big and small create meaningful customer experiences and build brand loyalty.
Posted: 02 Nov 2020 | Premiered: Nov 2, 2020

Genesys

8x8: Collaboration and AI Take Customer Care to the Next Level
sponsored by Kingpin Comm. - 8X8
WHITE PAPER: The contact center has been undergoing massive change for years, as businesses migrate to the cloud and pursue omnichannel customer engagement strategies. But in 2020, several new and stabilized trends have emerged. Read on to learn how AI, collaboration, and hybrid cloud tools are breaking through the hype cycle and offering real solutions.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Kingpin Comm. - 8X8

Integrate Microsoft Teams into the Contact Center
sponsored by FourNet
EBOOK: The adoption of Microsoft Teams has increased exponentially since COVID-19 began.FourNet takes Teams beyond internal employee collaboration by integrating the solution into contact centers. Read this eBook to learn about FourNet’s Teams integration offering, including key benefits, deployment timeline, and more
Posted: 16 Oct 2020 | Published: 16 Oct 2020

FourNet

UK Contact Center Verticals: Insurance
sponsored by Genesys
WHITE PAPER: “UK Contact Centre Verticals: Insurance” by ContactBabel looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK insurance sector. Download your copy to review their results.
Posted: 14 Oct 2020 | Published: 14 Oct 2020

Genesys

UK Contact Centre Verticals: Retail & Distribution
sponsored by Genesys
RESEARCH CONTENT: “UK Contact Centre Verticals: Retail & Distribution” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK retail & distribution sector. Download your copy to explore ContactBabel’s findings.
Posted: 14 Oct 2020 | Published: 14 Oct 2020

Genesys

UK Contact Centre Verticals: Finance
sponsored by Genesys
RESEARCH CONTENT: “UK Contact Centre Verticals: Financial Services” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK financial services sector. Grab your copy to explore ContactBabel’s findings.
Posted: 13 Oct 2020 | Published: 13 Oct 2020

Genesys

EXPERT INSIGHT EBOOK: CHATBOTS IN CX
sponsored by [24]7.ai
EBOOK: In this eBook, CX Network looks at the examples of three very different organizations – a large private company, a charity and a government body – to find out the role chatbots have played in transforming their front-facing services. Read this eBook to explore their experiences and chatbot deployment tips.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

[24]7.ai

Conversational Voice Response: Bringing the Best Tech Forward
sponsored by [24]7.ai
WHITE PAPER: While Interactive Voice Response (IVR) systems are generally seen with dismay and disgust by customers, these tools fill a crucial role in most businesses by automating contact center routing and tackling other menial tasks. Read on to learn about Conversational Voice Response, the evolution of IVR and next step in intelligent customer engagement.
Posted: 23 Sep 2020 | Published: 23 Sep 2020

[24]7.ai

The Aragon Research Globe for Intelligent Contact Centers, 2020
sponsored by Avaya
WHITE PAPER: The contact center market is one that is in flux thanks to high demand for cloud contact centers in enterprises both large and small. In addition, AI powered contact centers and omnichannel models are becoming significantly more popular. Access this Aragon Research report to evaluate the performance of 15 major provides in this market for yourself.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Avaya

Improving Contact Center Performance with Virtual Agent and Chatbot Technology
sponsored by [24]7.ai
WHITE PAPER: In this white paper, [24]7.ai tackles some of the most pervasive and costly problems inherent in contact center operations and shows you how solving one problem has a positive cascading improvement effect on all others.
Posted: 17 Sep 2020 | Published: 17 Sep 2020

[24]7.ai

10 considerations for moving your contact center to the cloud
sponsored by Genesys
WHITE PAPER: The maturity of cloud platforms inspires new confidence in moving mission critical systems—like your contact center—to the cloud. Read this eBook to review 10 key considerations for selecting a cloud contact center partner and tips for a successful migration.
Posted: 16 Sep 2020 | Published: 16 Sep 2020

Genesys

10 Reasons why the Genesys customer experience platform is the right choice for your contact center
sponsored by Genesys
WHITE PAPER: Download this white paper to explore 10 reasons to adopt the Genesys customer experience platform for your contact center.
Posted: 15 Sep 2020 | Published: 15 Sep 2020

Genesys

Optimize Costs, Onboard Virtual Staff Quickly, and Ensure Business Continuity With Tehama
sponsored by Tehama
DATA SHEET: Call and contact centers live in real time, and have zero margin for error when it comes to business disruptions. This is why virtualizing and moving call centers to the cloud can be transformative to their success. Read this data sheet to learn why.
Posted: 26 Aug 2020 | Published: 26 Aug 2020

Tehama

Predictive & Psychometric Properties of the TrueNorth Speaking Test
sponsored by Emmersion Learning
PRODUCT OVERVIEW: The TrueNorth Speaking Test (TNT) is the first-ever, fully-automated speaking test. Through AI and ML, TNT improves accuracy for spoken language proficiency testing by eliminating the human error and bias that often accompanies traditional interviews. Learn more about TNT and its key features in this product overview.
Posted: 25 Aug 2020 | Published: 25 Aug 2020

Emmersion Learning

The Surprising Value of Accurate Language Screening
sponsored by Emmersion Learning
WHITE PAPER: Download this white paper to see how improving your language screening process for contact center hiring can help you save time and money on training and recruiting, reduce agent turnover, and improve customer experience.
Posted: 25 Aug 2020 | Published: 25 Aug 2020

Emmersion Learning

How to Use—and When to Avoid— Interview-Style Language Testing
sponsored by Emmersion Learning
WHITE PAPER: When contact centers want to screen for language ability, most choose to conduct an interview-style assessment. If you plan to use an in-house solution for language assessment like an interview-style test, follow the 5 steps outlined in this white paper. Download your copy to learn more.
Posted: 25 Aug 2020 | Published: 25 Aug 2020

Emmersion Learning

Remote Agent Playbook
sponsored by RingCentral
EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.
Posted: 31 Jul 2020 | Published: 31 Jul 2020

RingCentral

Are Your Communications Slowing You Down?
sponsored by Avaya
RESOURCE: 69% of employees waste up to 60 minutes per day navigating between apps. With an overload of apps in today’s businesses, employees are becoming disengaged due to poor user experience, and this disengagement trickles down to your customers. View this infographic for more on why your communications may be slowing you down.
Posted: 31 Jul 2020 | Published: 30 Jun 2020

Avaya

From an On-Prem Contact Center to a Cloud-Based one in 19 hours
sponsored by Intrado
WEBCAST: For one client, contact center provider, Intrado, replaced their entire physical call center with a cloud-based virtual one in just 19 hours. Learn about the transformation in this brief video.
Posted: 23 Jun 2020 | Premiered: Jun 23, 2020

Intrado

Contact center workforce management keeps pace with consumers
sponsored by SearchCRM
EBOOK: As contact centers increasingly implement AI and automation and migrate operations to the cloud, contact center workforce management software plays a critical role in improving customer interactions with agents and helping transform customer service from a cost center into a profit center.
Posted: 16 Jul 2020 | Published: 16 Jul 2020

SearchCRM

Contact center AI opens new frontiers for customer engagements
sponsored by SearchCRM
EBOOK: Learn how contact center AI transforms one-dimensional call centers into all-encompassing, multidimensional customer experience centers with the help of artificial intelligence and automation technologies like machine learning, natural language processing, computer vision and neural networks.
Posted: 16 Jul 2020 | Published: 16 Jul 2020

SearchCRM
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