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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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Remote Agent Playbook
sponsored by RingCentral
EBOOK: PH
Posted: 10 Jun 2021 | Published: 10 Jun 2021

TOPICS:  Contact Centers
RingCentral

What Changes with Remote Support?
sponsored by RingCentral
WEBCAST: PH
Posted: 10 Jun 2021 | Premiered: Jun 10, 2021

TOPICS:  Contact Centers
RingCentral

Service from Home without Missing a Beat
sponsored by RingCentral
WEBCAST: PH
Posted: 10 Jun 2021 | Premiered: Jun 10, 2021

TOPICS:  Contact Centers
RingCentral

The remote work playbook
sponsored by RingCentral
EBOOK: PH
Posted: 10 Jun 2021 | Published: 10 Jun 2021

TOPICS:  Contact Centers
RingCentral

The Shift to Cloud
sponsored by RingCentral
EBOOK: PH
Posted: 10 Jun 2021 | Published: 10 Jun 2021

TOPICS:  Contact Centers
RingCentral

Enhancing Teams with enterprise-grade telephony
sponsored by RingCentral
EBOOK: PH
Posted: 10 Jun 2021 | Published: 10 Jun 2021

TOPICS:  Contact Centers
RingCentral

Case Study: Frank Recruitment Group
sponsored by Fuze
EBOOK: PH
Posted: 25 May 2021 | Published: 25 May 2021

TOPICS:  Contact Centers
Fuze

The Aragon Research Globe for Unified Communications and Collaboration
sponsored by Fuze
EBOOK: PH
Posted: 25 May 2021 | Published: 25 May 2021

TOPICS:  Contact Centers
Fuze

Video Series: Understanding Today’s Unified Communications Landscape featuring Forrester VP & Analyst Art Schoeller
sponsored by Fuze
VIDEO: PH
Posted: 25 May 2021 | Premiered: 25 May 2021

TOPICS:  Contact Centers
Fuze

Stronger Together: The Benefits of Combining Unified Communications & Contact Center in the Enterprise
sponsored by Fuze
EBOOK: PH
Posted: 25 May 2021 | Published: 25 May 2021

TOPICS:  Contact Centers
Fuze

The Connected Center: Deliver superior CX to boost contact center value
sponsored by Verizon
WHITE PAPER: The following document contains some market insights on how trends in mobile technology, data analytics and omnichannel marketing are shaping their operations, empowering agents and strengthening the CX. Access it today to learn how you can boost the value of your contact center with stronger, faster, and personalized customer support.
Posted: 19 May 2021 | Published: 19 May 2021

Verizon

Contact center workforce management: Best practices for shifting to remote work
sponsored by Verizon
RESOURCE: Many companies have struggled to shift contact center employees to a work-from-home model. Fortunately for you, remote contact center employees can actually improve the customer experience—with the right set of best practices. Read this article to discover how you can overcome the inevitable challenges of remote work and come out on top in the end.
Posted: 14 May 2021 | Published: 14 May 2021

Verizon

Six Ways to Put Avaya OneCloud™ CCaaS to Work for Your Business
sponsored by Avaya
WHITE PAPER: Avaya OneCloud CCaaS offers a seamless path to the cloud with powerful customer experience tools from a trusted vendor. Explore the 6 key ways OneCloud can benefit your organization in this infographic.
Posted: 02 Apr 2021 | Published: 02 Apr 2021

Avaya

Create great experiences in your contact center
sponsored by TechTarget
RESOURCE: COVID-19 has highlighted the importance of having a contact center that can support mobile, omnichannel customer service. As you head into 2021, it's important to re-evaluate your current contact center strategy, to identify—and remedy—any existing weaknesses. Grab a copy of our guide to get started.
Posted: 01 Mar 2021 | Published: 01 Mar 2021

TechTarget

Magic Quadrant for Contact Center as a Service
sponsored by 8x8, Inc.
ANALYST REPORT: This report evaluates CCaaS providers offering SaaS-based apps that allow customer service organizations to manage multichannel customer interactions, from both customer and employee experience perspectives. Open now to take a look at key findings from the study, including vendor strengths and cautions, inclusion and exclusion criteria and more.
Posted: 24 Feb 2021 | Published: 09 Nov 2020

8x8, Inc.

Deliver an Integrated, Data-Driven Customer Experience with the NWN Contact Center
sponsored by NWN Corporation
DATA SHEET: Meeting customer demands and delivering an excellent experience consistently across channels is a core challenge for every organization. Read this solution brief to learn about the NWN Contact Center offering, and how it can help you simplify service management and instead focus on optimizing your customers' experiences.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

NWN Corporation

5 ways a chatbot for the contact center can help workflow
sponsored by ServiceNow
EGUIDE: Explore 5 ways a business's workflow can benefit from chatbots for the contact center in this expert guide.
Posted: 27 Jan 2021 | Published: 25 Jan 2021

ServiceNow

Contact Center Agility In The Post-covid World
sponsored by NICE CXone
WHITE PAPER: This white paper will help you create a roadmap to succeed in the post-COVID-19 era by offering a new strategy for your contact centers that enables your organization to deliver an outstanding customer experience in a cost-effective manner.Download your copy to get started.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE CXone

5 Ways To Manage Demand Swings In Your Contact Center
sponsored by NICE CXone
EBOOK: In this eBook, explore 5 strategies that can help you maintain customer service levels when expected events occur. Download your copy to get started.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE CXone

The Transformed Workplace
sponsored by NICE CXone
RESEARCH CONTENT: Companies around the world are preparing for a future where many of their agents continue to work outside of the office as well as onsite in blended teams. So how do you get your contact center ready for a changing agent workforce that works from anywhere? Download this Nemertes report for expert tips on navigating a successful transition.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE CXone

Calltower’S Native Teams Direct Routing With Contact Center Delivers A Full Turnkey Solution
sponsored by CallTower, Inc.
DATA SHEET: When it comes to unified communications, supported UCaaS, CCaaS (Contact-Center-as-a-Service) and collaboration for full communication enablement can all add up to critical success. Now, companies using Microsoft Teams can experience the full power of these services. Scan this data sheet for full details.
Posted: 14 Jan 2021 | Published: 14 Jan 2021

CallTower, Inc.

How AI Will Impact Employee Hiring, Engagement, And Retention
sponsored by Emmersion Learning
WHITE PAPER: Amid the shift to remote work, organizations are realizing the advantages of using tools like AI to assist in the hiring process. Get expert insight on how AI is—and will continue to—impact employee hiring, engagement and retention in this paper.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Emmersion Learning

Six Ways to Put Avaya OneCloud™ CCaaS to Work for Your Business
sponsored by Avaya
RESOURCE: Avaya OneCloud CCaaS offers a seamless path to the cloud with powerful customer experience tools from a trusted vendor. Explore the 6 key ways OneCloud can benefit your organization in this infographic.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Avaya

Avaya OneCloud™ CCaaS
sponsored by Avaya
PRODUCT OVERVIEW: In this product overview, learn about Avaya’s cloud-based contact center solution, Avaya OneCloud CCaaS ,and its features, as well as how it can help you build customer loyalty, maximize employee and team performance, and more. Get started today by downloading your copy.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Avaya

Rethinking the Contact Center
sponsored by Avaya
RESEARCH CONTENT: Successful organizations follow some key best practices to ensure they are delivering a good experience in their contact center. This Nemertes research report outlines those strategies, as well as expert tips for boosting agent productivity, implementing chatbots, and more. Download your copy to get started.
Posted: 12 Jan 2021 | Published: 12 Jan 2021

Avaya
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