Enterprise Contact Centers

RESEARCH CONTENT: Download this IDC report to learn how UCC tools can enable organizations to operate and grow the business in new ways, help capitalize on and establish new innovative business models, and deliver more comprehensive worker and customer experiences.

Posted: 26 Nov 2018 | Published: 29 Jun 2018

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

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

CASE STUDY: In this case study, find out how Essen Healthcare transitioned from their legacy PBX system to a cloud communications service.

Posted: 09 May 2018 | Published: 09 May 2018

EGUIDE: Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.

Posted: 22 Dec 2016 | Published: 20 Dec 2016

ANALYST REPORT: With all the options in the rapidly changing marketplace for cloud-based contact centers, it's a challenge to find the right solution for your business. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.

Posted: 13 Mar 2018 | Published: 13 Mar 2018

EGUIDE: Explore the growing acceptance of virtual agents and find out how Vivino, the world's most downloaded wine app, configured their contact center and improved customer experiences for millions of global smartphone users speaking different languages.

Posted: 23 May 2018 | Published: 23 May 2018

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)

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

EGUIDE: Foundations Recovery Network, a US-based rehab network, needed to know if they were getting their money's worth advertising on Google – more imperative due to the high online competition in the substance abuse recovery field. Learn how they leveraged new call-tracking software to understand if their marketing strategy was worth it.

Posted: 23 May 2017 | Published: 16 May 2017