Contact Centers Reports

EZINE: In this week's Computer Weekly, we examine claims that Microsoft's licensing policies are damaging competition in the cloud. Our latest buyer's guide asks if hybrid cloud is now CIOs' end goal, and not just an interim step on the journey. And we look at how the focus on customer experience is impacting the unified comms market. Read the issue now.

Posted: 23 Feb 2024 | Published: 27 Feb 2024

EGUIDE: The pandemic drove demand for embedded and digital communications as organisations looked to replace in-person communication. As a result, new CPaaS use cases emerged around telehealth, e-commerce and retail. This infographic highlights some of the key use cases driving change in the market.

Posted: 06 Nov 2023 | Published: 07 Nov 2023

EGUIDE: The CPaaS market is maturing as increased demand for digital communications drives new use cases. Organizations looking to buy CPaaS APIs should examine the various use cases that APIs can address and how to choose a CPaaS provider. Read this article to learn more about the trends and providers fueling CPaaS market growth.

Posted: 06 Nov 2023 | Published: 07 Nov 2023

EGUIDE: It can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together.

Posted: 05 Nov 2023 | Published: 06 Nov 2023

EZINE: The fourth quarter is the busiest in the channel, and we get an idea of which technologies should be selling strongly

Posted: 08 Feb 2021 | Published: 04 Sep 2019

WHITE PAPER: A secure network foundation from Cisco enables you to easily and cost-effectively add new users and applications as needed.

Posted: 10 Oct 2008 | Published: 10 Oct 2008

WHITE PAPER: This white paper provides the three best practices for today's profitable contact centers.

Posted: 20 Jun 2008 | Published: 01 Feb 2005

WHITE PAPER: This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.

Posted: 02 Jun 2008 | Published: 01 Jan 2008

WHITE PAPER: Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.

Posted: 02 Jun 2008 | Published: 01 Feb 2008

WHITE PAPER: This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.

Posted: 16 Apr 2008 | Published: 01 Apr 2008

CASE STUDY: Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management.

Posted: 28 Mar 2008 | Published: 01 Sep 2007

WHITE PAPER: The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.

Posted: 05 Mar 2008 | Published: 04 Mar 2008