contact center

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Published By: 8x8 Inc.     Published Date: Feb 24, 2017
Before moving to 8x8, MOBI had a premises-based telephone and contact center system. “We had a lot of points of failure inside of our building. And because our help desk and contact center is so critical we absolutely had to do something about it.” Mobi wanted one system to handle all interactions with their customers, primarily phone calls and instant messaging. According to Mobi, “What stood out about 8x8 was that everything was managed under one roof.” Mobi has been able to achieve this with 8x8’s integrated Virtual Office and Virtual Contact Center solutions.
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8x8, mobi, webinar, contact center, customer interaction
    
8x8 Inc.
Published By: Avaya     Published Date: Jan 04, 2017
This white paper describes a sampling of popular use cases for video collaboration—expert anywhere, training, project management, remote eyes, and customer meetings—and the benefits of these applications.
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avaya, video collaboration, communications solutions, unified communications, contact center, collaboration, midsize business solutions, business technology
    
Avaya
Published By: Avaya     Published Date: Jan 04, 2017
To succeed in a tough marketplace, small businesses must be accessible, without significant interruption, even in the most adverse situations. This kind of ongoing accessibility is an important aspect of business continuity - a critical success strategy that doesn't just happen, but requires proactive planning. Although there are several aspects to a business continuity plan, a major component of any plan should be the SME's communications capabilities, not just its equipment or data. This paper will explore how different kinds of interruptions can adversely affect an SME's business continuity and illustrate how, through advanced features such as resiliency and mobility, Avaya's IP Office can help SMEs overcome interruptions and maintain business continuity.
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avaya, communications, avaya ip office, unified communications, contact center, collaboration, midsize business solutions, business technology
    
Avaya
Published By: Avaya     Published Date: Jan 04, 2017
How the cloud maximizes IT productivity and minimizes IT costs
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avaya, wireless lan management, cloud, avaya cloud networking platform, unified communications, contact center, collaboration, midsize business solutions
    
Avaya
Published By: Avaya     Published Date: Jan 04, 2017
This whitepaper looks at four key ways any growing business can benefit from today's new IP-based communications solutions, including taking advantage of built-in cost savings.
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avaya, ip-based communications, communications solutions, unified communications, contact center, collaboration, midsize business solutions, business technology
    
Avaya
Published By: Avaya     Published Date: Jan 04, 2017
Are your people and customers fully engaging with each other? That’s the question many small and midsize businesses are trying to answer. Employees are scattered. So are clients. Today’s office can be a kitchen counter or an airline seat. Customers demand excellent experiences regardless of device. Mobile devices reign supreme. The workforce and your customers are global — and moving at a relentless pace. With Avaya IP Office, everyone will now be engaged with a complete, across-the-board solution that brings it all together. Read this paper to learn how Avaya IP Office will help give your business a competitive edge.
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avaya, customer engagement, team engagement, avaya ip office, unified communications, contact center, collaboration, midsize business solutions
    
Avaya
Published By: Avaya     Published Date: Nov 27, 2017
With Avaya, you have a complete, across-the-board solution that brings it all together. From telephony and video to mobility and contact center applications, to networking, security, and ongoing services, Avaya IP Office will help give your business a competitive edge. Let you do more, with less. Drive profitable growth, without driving up costs. Perform better now and in the future.
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Avaya
Published By: LiveOps     Published Date: Oct 05, 2010
Over the past decade, organizations have been increasingly moving away from environments where data is centrally accessed and stored and into distributed, more efficient virtualized environments.
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liveops, contact center, security, cloud, virtualization, virtual, infrastructure, network security
    
LiveOps
Published By: LiveOps     Published Date: Nov 15, 2010
While delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality.
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liveops, contact center, security, cloud, virtualization, virtual, infrastructure, network security
    
LiveOps
Published By: LiveOps     Published Date: Jun 29, 2012
While Customer Service and Contact Centers have always been important to a business' ability to handle customer questions, resolve problems and deal with issues, the adoption of social media by Customer Service positions them as the unique driver of the Social Enterprise.
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marketing, liveops, customer service, enterprise, business, social customer service, digital, online customer service
    
LiveOps
Published By: LiveOps     Published Date: Aug 03, 2012
This paper will first discuss the impact of cloud computing, consumerization of IT, and the emergence of social media in driving the transition from traditional on-premises call centers to a superior model, the cloud contact center.
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cloud computing, consumerization of it, consumerization, on-premises call centers, cloud contact center, contact center operations, functionality, cloud-based customer service
    
LiveOps
Published By: IEX     Published Date: May 27, 2008
Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices.
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call center management, customer service, workforce management, contact management, iex, contact center, call center
    
IEX
Published By: IEX     Published Date: May 27, 2008
Customers and business leaders alike demand a great deal of contact centers which cannot easily be met using the simplistic approaches used to develop early, isolated contact centers. In order to provide a top-shelf customer experience, contact centers must adopt sophisticated processes which can evaluate and route calls quickly and effectively to the right agent, and which schedule agents based on their abilities as well as predicted call demand.
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call center management, customer service, workforce management, contact management, iex, contact center, call center
    
IEX
Published By: IEX     Published Date: May 27, 2008
As more companies seek out performance management capabilities to gain a competitive advantage or keep pace with rivals who have already established an edge, the decision to build or buy a performance management solution must be considered. This paper will walk readers through the pros and cons of the build versus buy debate in order to help make practical business decisions for long-term success.
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call center management, customer service, workforce management, contact management, iex, contact center, call center, performance management
    
IEX
Published By: AT&T     Published Date: Nov 07, 2011
Contact center hosting and cloud-based solutions are fast becoming integral to enabling customer care service for enterprises.
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contact center services, contact center, trends in contact centers, services, solutions, customers, enterprises, at&t
    
AT&T
Published By: Five9     Published Date: Apr 29, 2013
NJ 2-1-1 is a free phone number and online database that connects New Jersey residents quickly and effectively to community resources and emergency information. It is part of a growing national model that provides 190 million Americans in all 50 states.
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five9, cloud, cloud computing, cloud-based contact center, contact center software, hurricane sandy, networking, knowledge management
    
Five9
Published By: Five9     Published Date: Apr 30, 2013
DirectBuy is a wholesale-direct seller of consumer products and services.
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five9, cloud computing, cloud-based contact center, directbuy, networking, knowledge management, business technology, data center
    
Five9
Published By: Five9     Published Date: Aug 16, 2013
Six out of ten contact centers projected to have a cloud-based contact center deployed by the end of 2013. Why? Ultimately, because it will help them be more responsive to their customers, without the prohibitive costs of carrying enough premise-based technology to cover demand spikes. In this concise analysis of two recent contact center executive surveys, Aberdeen Group analysts discuss how cloud-based infrastructure enables contact centers to excel in key activities including center activity reporting, agent performance feedback and more.
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cloud, roi, contact center, crm, solution, technology, premise-based, storage
    
Five9
Published By: Oracle     Published Date: Nov 27, 2013
Social-enabled customer service requires three primary capabilities. The capability to: 1. Listen and Respond: Treat Social Media as an Integrated Interaction Channel Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs and negligible return on investments. Download this White Paper for more info.
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contact centers, business value, functions, applications, inbound, outbound calling, social media analytics, integration tools
    
Oracle
Published By: Oracle     Published Date: Nov 27, 2013
Social-enabled customer service requires three primary capabilities. The capability to: 1. Listen and Respond: Treat Social Media as an Integrated Interaction Channel Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs and negligible return on investments. Download this White Paper for more info.
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crm best practices, crm software, customer data management, customer experience & engagement, customer relationship management (crm), lead generation, lead management, lead nurturing
    
Oracle
Published By: Oracle     Published Date: Apr 22, 2014
Learn how different companies have integrated Cloud Web Self Service with the on-premise Siebel Contact Center to deliver a multichannel customer service experience.
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cloud, cloud integration, cloud web self service, integration, siebel contact center
    
Oracle
Published By: SAP     Published Date: Mar 28, 2011
See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits.
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sap, sap business communications management, sap crm
    
SAP
Published By: Interactive Intelligence     Published Date: Jan 12, 2012
Join us for this web event where featured Forrester Research principal analyst, Art Schoeller and Interactive Intelligence senior vice president, Joe Staples will discuss these topics and help you be ready to take the best advantage of the upcoming year and the contribution your contact center can make to the success of your business.
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interactive, marketing, trends, marketing analytics, interactive marketing
    
Interactive Intelligence
Published By: Vendor Guru     Published Date: Jan 04, 2008
Today, companies can prosper from a wide range of computer telephony integration (CTI) solutions. CTI is the full integration of voice and data systems. The convergence of computer systems with call center operations adds increased scalability and muscle to existing business operations.
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contact center, call center, call center management, call center improvements, call center productivity, productivity, vendor guru, vendor guru telephony
    
Vendor Guru
Published By: Cisco     Published Date: Sep 07, 2016
This white paper displays a guide to selecting a partner that will enhance the customer experience.
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Cisco
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