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ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, Web-enabled Call Centers
DEFINITION: Directions: Click on each term to read our complete definition.We invite you to print out this page for your convenience. A contact center is a central point in an enterprise from which all customercontacts are managed. The contact center typically includes one or more onlinecall centers but may also include other types of customer contact as well,including e-mail newsletters, postal mail catalogs,  … 
Contact Centers Reports
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Forrester Report: The Total Economic Impact of Genesys PureCloud
sponsored by Genesys
ANALYST REPORT: In this Forrester report, uncover the key investment drivers for the 6 customers interviewed about their journey to using Genesys PureCloud.
Posted: 20 Feb 2018 | Published: 31 Dec 2017

Genesys

Time is of the Essence for Remote Support Teams
sponsored by GoToAssist
CASE STUDY: Explore the stories of 3 companies that implemented a faster, more effective remote support tool enabling them to boost productivity throughout their organizations.
Posted: 02 Feb 2018 | Published: 02 Feb 2018

GoToAssist

How 4 Remote Support Teams Improve Customers' Mobile Experience
sponsored by LogMeIn Rescue
CASE STUDY: Explore how 4 remote support teams improved their customers' mobile experience with the help of remote support software.
Posted: 02 Feb 2018 | Published: 02 Feb 2018

LogMeIn Rescue

Five9 Customer Service Index 2017 Part I
sponsored by Five9
ANALYST REPORT: Explore the first part of the customer service index and learn how consumers view customer support and engagement.
Posted: 02 Feb 2018 | Published: 31 Dec 2017

Five9

9 Reasons to Make the Move to a Cloud Contact Center
sponsored by Five9
WHITE PAPER: Learn about what a maturing cloud means for your contact center, and 9 reasons your organization should make the move to stay competitive.
Posted: 01 Feb 2018 | Published: 31 Dec 2017

Five9

NexRep Success Story
sponsored by Five9
CASE STUDY: Uncover how NextRep took a unique approach to maximize agent expertise, time and performance, by partnering with a cloud contact center software provider.
Posted: 31 Jan 2018 | Published: 31 Jan 2018

Five9

Changing Expectations of Today's Consumers
sponsored by Netcall
RESOURCE: Explore 6 key factors and statistics to consider when striving to meet the high expectations of your customers.
Posted: 10 Jan 2018 | Published: 10 Jan 2018

Netcall

Buyer's Guide to Contact Centre Tech
sponsored by Netcall
RESOURCE: In this 24-page contact center buyer's guide, explore how you can make a more informed purchasing decision with insights on identifying specific pain points, presenting a strong business case, shortlisting the solutions, and more.
Posted: 10 Jan 2018 | Published: 10 Jan 2018

Netcall

Four ways IT can help build brand value
sponsored by Netcall
RESOURCE: Learn more about how customer behaviors can make or break a business, and the 4 factors that are shaping customer experiences.
Posted: 09 Jan 2018 | Published: 09 Jan 2018

Netcall

Aligning Brand and IT Strategy For Business Advantage
sponsored by Netcall
EBRIEF: In this executive briefing, explore how having disconnected departments can create problems in your customer experience strategy, and how you can shift your company culture from siloed to being more focused on the customer.
Posted: 08 Jan 2018 | Published: 31 Dec 2017

Netcall

6 Tips for Building a Thriving Help Center
sponsored by Zendesk
WHITE PAPER: Uncover 6 tips for building a help center that thrives, and discover how you can meet the needs of your tech savvy customers.
Posted: 05 Dec 2017 | Published: 05 Dec 2017

Zendesk

Contact Center Automation Tools You Can't Ignore
sponsored by TechTarget
RESOURCE: With so many options, how do you know what contact center tool is the best fit? This expert e-guide explores the top 5 contact center automation tools you should know about, contact center technology purchasing decisions to consider.
Posted: 02 Nov 2017 | Published: 02 Nov 2017

TOPICS:  Contact Centers
TechTarget

Transform Your Business Digitally to Improve Customer Service and Experience
sponsored by Five9
EBOOK: In the digital age, your business is defined by technology ... and it wants to evolve. Learn about digital transformation as a construct of emerging cloud CRM platforms, cloud contact center and SaaS technologies. Uncover what technology is spurring digital transformation, the impacts of digital transformation, why it's important, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How Booker Streamlined Their Contact Center
sponsored by Five9
CASE STUDY: Cloud-based management systems provider Booker faced a problem. They had 2 separate contact centers, which caused challenges for the company's service agents and negatively impacted end-user experience. In this case study, explore how Booker can now deliver stronger, more consistent customer experiences, are more efficient, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How ( And Why) Teladoc Chose Their New Contact Center Tool
sponsored by Five9
CASE STUDY: Teladoc, a leading provider of telehealth services, had trouble with their new in-house contact center tool. The platform was difficult to navigate, it lacked administrative features, and they faced frequent outages. Learn how Teledoc updated their contact center tool to improve customer satisfaction ratings by 97% and more.
Posted: 27 Sep 2017 | Published: 27 Sep 2017

Five9

The State of Customer Experience 2017 From Voice to Digital: An Industry in Transition
sponsored by West UC
RESEARCH CONTENT: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. Company success now more than ever hinges around how a company deals with its customers. In this research report, explore insight from over 200 professionals to understand the current state of CX.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

Why Contact Centers are Moving to Cloud-Based Tools: Research Study
sponsored by West UC
RESEARCH CONTENT: Moving from a traditional call center environment to a contact center one is easier said than done. In this research report, explore findings from over 100 contact center decision-makers that delve into where organizations are in the cloud adoption curve, what the drivers are for cloud adoption, and much more.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

The Benefits of Unified Communications as a Service
sponsored by West UC
WHITE PAPER: Learn how you can transform your professional services business with unified communications as a service, and deliver superior customer experiences. Explore 6 key benefits of leveraging cloud communications tools, and real-life case studies of businesses that used the cloud to solve key problems.
Posted: 22 Sep 2017 | Published: 22 Sep 2017

West UC

Busting The Top 10 Myths Of Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Think about the technologies you use for customer engagement—what your customers expect today, and what they'll demand tomorrow. You'll need a platform that meets those demands. Learn why omnichannel customer engagement is your best choice for delivering exceptional CX. Plus, uncover the truth behind 10 common omnichannel myths.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

Genesys

A 5 Minute Guide to Cognitive Search for Customer Support
sponsored by Attivio, Inc.
WHITE PAPER: Explore the basics of a cognitive search platform – from natural language processing to robust security and big data analytics – and find out how cognitive search apps can help contact centers revitalize customer interactions and self-service.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Attivio, Inc.

Creating An Omnichannel Experience For Your Customers
sponsored by Genesys
WHITE PAPER: Consumer behavior is rapidly changing in today's always-on digital world ... and according to an Aberdeen Report; companies with an omnichannel program see 25% annual growth in revenue and a lower volume of customer complaints. Learn how to create an omnichannel contact center experience for your customers.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Genesys

A Look at 5 Contact Center Automation Tools
sponsored by Genesys
EGUIDE: In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
Posted: 31 Oct 2017 | Published: 27 Oct 2017

Genesys

Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
sponsored by Five9
EGUIDE: Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

Five9

Boost Contact Center Service (Without Adding Agents)
sponsored by NICE Systems, Inc
EGUIDE: Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

Analyst Webinar: Is Your Contact Center an Asset or Road Block to Digital Transformation?
sponsored by Genesys
WEBCAST: Join Art Schoeller, Vice President and Principal Analyst at Forrester Research, to learn how to determine if your contact center is strategic or hindering to your enterprise's digital transformation journey.
Posted: 25 Aug 2017 | Premiered: Aug 22, 2017, 01:00 EDT (05:00 GMT)

Genesys
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