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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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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

6 Best Practices for Remote Contact Center Agents
sponsored by Avaya
RESOURCE: Download this infographic to explore 6 best practices that can help your contact center agents be successful when they’re working remotely.
Posted: 08 Oct 2020 | Published: 08 Oct 2020

Avaya

Transforming Customer Experience Through Contact-Center-as-a-Service
sponsored by TATA Communications
WHITE PAPER: CX is set to overtake price and product as key brand differentiators. Enhancing the value of CX is essential to increasing customer lifetime value and retention, and now that enterprises are on their way to the cloud, CX must follow suit. Scan this white paper presented by Frost & Sullivan to get a glimpse of Contact-center-as-a-Service.
Posted: 05 Oct 2020 | Published: 05 Oct 2020

TATA Communications

Tata Communications’ One-Stop Shop Met the Needs of Both Microsoft Office 365 And InstaCC Global™
sponsored by TATA Communications
CASE STUDY: Tata Communications was able to partner with Personiv, a premium outsourcing provider. Through this partnership, Personiv was able to adopt new-age technologies that granted employees superior enterprise-wide collaboration. As a result, they were able to digitally transform and grow. Dive into this case study to learn more.
Posted: 05 Oct 2020 | Published: 05 Oct 2020

TATA Communications

Avaya Workspaces
sponsored by Avaya
WEBCAST: Avaya Workspaces gives agents, supervisors, and other service personnel one place to access the information they need to deliver a superior customer experience. Learn about the solution and the benefits it could offer your contact center in this brief video.
Posted: 05 Oct 2020 | Premiered: Oct 5, 2020

Avaya

2020 Best Practices Award: Avaya for Workforce Optimization
sponsored by Avaya
ANALYST REPORT: Frost & Sullivan chose to produce a Frost Radar on a key market within the contact center industry—workforce optimization (WFO)—because it drives performance, agent engagement, and improved customer experience (CX). Download a copy of the report to see why Avaya was recognized as the top innovator for the WFO market.
Posted: 05 Oct 2020 | Published: 05 Oct 2020

Avaya

Now could be the time to shift your contact center to the cloud
sponsored by Avaya
RESOURCE: With benefits like increased cost savings, flexibility, scalability and more, it’s not surprising that there’s been a steady rise in cloud contact center adoption. Read this blog post to explore some of the top benefits of shifting your contact center to the cloud.
Posted: 02 Oct 2020 | Published: 02 Oct 2020

Avaya

Contact Centre As A Service Reshaping The Customer Service Landscape for Businesses
sponsored by TATA Communications
WHITE PAPER: Digitizing customer experience is fast becoming a key necessity among businesses as customers today are spread across different parts of the globe and want to interact via different channels. Read this Frost & Sullivan report to see how CCaaS has already—and will continue to—reshape the customer service landscape.
Posted: 01 Oct 2020 | Published: 01 Oct 2020

TATA Communications

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

Using AI Routing to Find Your Contact Center Soulmate
sponsored by Avaya
RESOURCE: Read this blog post to see how using AI can help you navigate all the difference personalities in the contact center.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

Avaya

Contact Center of the Future
sponsored by Avaya
RESOURCE: As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. Read this blog post to explore the 5 essential features for the contact center of the future.
Posted: 24 Sep 2020 | Published: 24 Sep 2020

Avaya

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

Intelligent Automation in Contact Centers: Making it Real
sponsored by Inference Solutions
WHITE PAPER: Intelligent automation can help customers using a self-service channel get the assistance they need the first time around. Download this white paper to learn about using intelligent automation, specifically IVAs and RPA, in your contact centers and customer service strategy.
Posted: 03 Sep 2020 | Published: 03 Sep 2020

Inference Solutions

Intelligent Virtual Agents for Customer Care
sponsored by Inference Solutions
WHITE PAPER: Organizations of all types, from small businesses to Fortune 500 enterprises, entrust the front line of their call centers to IVAs. Learn about one IVA offering by Inference, and its features, as well as how you can get started in this eBook.
Posted: 02 Sep 2020 | Published: 02 Sep 2020

Inference Solutions

How to Improve Contact Center Culture & Boost Morale
sponsored by Noble Systems
EBOOK: In the contact center, the consequences of poor culture are greater, since it has a direct impact on the level of customer service that’s provided. Download this eBook to explore the effects of negative contact center culture, and steps you can take to boost morale and engagement.
Posted: 02 Sep 2020 | Published: 02 Sep 2020

Noble Systems

Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service
sponsored by Inference Solutions
WHITE PAPER: Intelligent virtual agents (IVAs) are an increasingly popular—and effective—approach to delivering personalized customer experiences across all channels. Learn about using IVAs as part of your self-service strategy and how you can get started in this white paper.
Posted: 02 Sep 2020 | Published: 02 Sep 2020

Inference Solutions

Moving to a Virtual Contact Center
sponsored by Vonage
EBOOK: Read this eBook to learn about moving to a virtual contact center, and how it can help you drive exceptional customer experiences.
Posted: 02 Sep 2020 | Published: 02 Sep 2020

Vonage
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