Enterprise Contact Centers

WHITE PAPER: Download this white paper to learn how an intelligent contact center can provide a complete, single view of the customer while driving rapid revolution, leading to superior agent performance and world-class customer experiences.

Posted: 31 May 2019 | Published: 31 May 2019

RESEARCH CONTENT: In this market study, discover the popular investment areas shaping the development of the modern contact center. Explore the urgent investment priorities for contact centers looking to modernize their everyday processes, and review how your organization's contact center can benefit from intelligent technology.

Posted: 14 May 2019 | Published: 30 Nov 2018

RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.

Posted: 19 Nov 2018 | Published: 30 Nov 2017

WHITE PAPER: According to Forrester, organizations that use behavioral data from customer interactions are more successful than those who use customer surveys—but why? In this white paper, learn about the benefits of behavioral data, and explore use cases from organizations already putting behavioral data and analytics into play.

Posted: 01 Apr 2019 | Published: 01 Apr 2019

RESOURCE: In this article, glean the insight you need to turn your contact center into a profit generator. Learn how to elevate your customer service support team, and get started building a better CX strategy.

Posted: 26 Apr 2019 | Published: 22 Feb 2019

WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.

Posted: 24 Jun 2014 | Published: 24 Jun 2014

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: The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.

Posted: 17 Apr 2017 | Published: 11 Apr 2017

WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.

Posted: 03 Jun 2014 | Published: 31 Jul 2012

WHITE PAPER: In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies

Posted: 04 Jun 2014 | Published: 31 Mar 2013