contact center

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Published By: Cisco     Published Date: Dec 21, 2016
Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into their own hands and turning to their peers, the web and social media to find answers. Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact cen
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Cisco
Published By: Cisco     Published Date: Nov 17, 2015
This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor. It describes: - Trends surrounding the adoption of cloud contact center technology; - The advantages of selecting a cloud contact center solution; - Key factors to review when selecting a vendor and contact center platform; - Recommendations and a maturity model that businesses can use to develop a cloud contact center roadmap.
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ovum, cisco, white paper, cloud contact center, contact center solution, cloud technology, business technology, data center, data storage, data security
    
Cisco
Published By: Cisco     Published Date: Feb 12, 2016
Contact center infrastructure vendors continue to expand their solution offerings to include broader feature sets, including omnichannel routing, and alternative delivery models. Companies should evaluate vendors' technology and ability to deliver in relevant regions.
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contact center, cisco, omnichannel routing, cloud computing, cloud infrastructure, data center, data storage
    
Cisco
Published By: Cisco     Published Date: Feb 06, 2014
How-to Guide: Top Ways to Improve Contact Center Performance White.
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cisco, contact center, contact center performance, manage costs, segment customers, multi-channel performance, customer collaboration, it management
    
Cisco
Published By: Oracle     Published Date: Nov 01, 2013
Social-enabled contact centers leverage social interactions to build stronger relationships with customers, deliver consistent and relevant brand experiences across touch points, and better engage customers with employees and partners. There are 3 capabilities your company will need to be successful.
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zenithoptimedia, oracle, rightnow cloud service, contact center, valued customers, social-enabled customer service, customer conversations, social media, twitter, facebook, crowd service, agent-assisted service, crowd-sourced knowldge
    
Oracle
Published By: Oracle     Published Date: Nov 01, 2013
Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
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zenithoptimedia, oracle, knowledge management, transform customer service, oracle comprehensive solution, optimize customer service, contact center, web self-service environment, support experience, reduce service costs, competitive differentiation, strategically implemented knowdge, knowledge management initiative, web self-service goal, collaborative knowledge creation, enterprisewide, customer service deployment
    
Oracle
Published By: Oracle     Published Date: Nov 01, 2013
Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.
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zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions, cloud service platform, social media, risk alienating customers, saas, customer experience, brand is customers, it complexity, service improvements, knowledge management
    
Oracle
Published By: Oracle     Published Date: Nov 06, 2013
Social channels are now at the forefront of customer service
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social customer service, social media, customer service, customer care, contact center, social contact center, social customer care, social care, call center, customer support
    
Oracle
Published By: Oracle     Published Date: Nov 06, 2013
A key step in executing an effective social media strategy is to start with your vision for social customer service. Ask yourself and your team a few questions:
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social customer service, social media, customer service, customer care, contact center, social contact center, social customer care, social care, call center, customer support
    
Oracle
Published By: Conversica     Published Date: Nov 10, 2015
In “Best Practices for Sales Development: Turning Leads into Opportunities,” Conversica and Five9, a cloud contact center software firm, share real-world metrics, strategies and resources for businesses ready to evolve to the next stage.
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conversica, sales pipeline, sales opportunity, leads, lead nurturing, lead intelligence, nurturing
    
Conversica
Published By: Oracle     Published Date: Sep 11, 2012
In seven simple steps, eBusiness, Customer Experience and Contact Center professionals can right channel online customer service inquiries, boosting sales and customer satisfaction while reducing customer service costs.
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customer interactions, right channeling, contact centers, channeling strategies
    
Oracle
Published By: Oracle     Published Date: Apr 05, 2013
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.
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contact center, oracle, call center, touch point methodology, face to face, contact center agents
    
Oracle
Published By: Oracle     Published Date: Apr 05, 2013
Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.
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expect better service, better products, better communication, smarter service, contact center, oracle
    
Oracle
Published By: Backupify     Published Date: Jul 15, 2013
The data that resides within Salesforce.com is arguably some of an organization’s most valuable data for all current and future revenue – including contacts, purchase history, lead information, reports on prospects, sales quotes, signed contracts, and customer invoices. Salesforce has a robust data center and the infrastructure to protect your data from hardware failure, even on a catastrophic scale. However, it does not protect you from user error or data being overwritten.
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roi, salesforce, backup, calculate, data center
    
Backupify
Published By: Schneider Electric     Published Date: Nov 20, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That is the most important finding in a new 8x8-CCNG survey of 154 contact center customers conducted in the U.S. and U.K. The survey suggests three quarters of companies have recognized the value of the cloud, with 25% of contact centers having fully deployed cloud today and another 28% partially transitioned. In addition, 21% have plans to migrate within the next year.
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Schneider Electric
Published By: IBM     Published Date: Nov 06, 2006
This IBM white paper posits that most enterprises have yet to realize the full value of convergence and explains why the real promise of IP networks lies in converged applications. It goes on to explain how IP convergence can build real business value for today's busy contact centers.
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convergence, communications convergence, ip telephony, ip faxing, networking, network management, infrastructure, voip, voice over ip, productivity, customer experience management, application integration, ibm, it management
    
IBM
Published By: Castelle     Published Date: Nov 01, 2006
Castelle’s integration provides seamless fax integration with native Notes services like logging and reporting, and lets faxes be managed just like other Notes email, with all of Domino’s native security, administration, and customization capabilities.
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ip networks, ip telephony, network management, servers, small business networks, tcp/ip protocol, contact management, messaging, call center management, ip faxing, it spending, return on investment, email, castelle
    
Castelle
Published By: InsideCRM.com     Published Date: Nov 05, 2007
Shopping for a contact-center solution can be confusing and frustrating, so let us do the leg work for you! This easy-to-use guide compares the major vendors offering contact-center solutions today, including Genesys, Oracle, Verizon and many others.
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software, call center, call center software, contact center, contact center software, genesis, oracle, verizon, contactual, interactive intelligence, crm, customer relationship management, insidecrm, inside crm
    
InsideCRM.com
Published By: InsideCRM.com     Published Date: Nov 05, 2007
Considering adding a contact center to your business? Our analyst-written buyer's guide is a great place to start your search. We provide you with an in depth  market overview, a rundown of standard and advanced features and will point you in the direction that will be most beneficial and efficient for your organization.
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software, call center, call center software, contact center, contact center software, crm, customer relationship management, insidecrm, inside crm, buying guide, buyers guide
    
InsideCRM.com
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
Does a cloud-based contact center make sense for your business? In this white paper, we go over the many questions about a cloud based contact center -- about deployment of cloud centers, the TCO's of owning a cloud based contact center and more.
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cloud, datacenter, contact center, deployment, tco's, enterprise applications, data management, business technology, data center
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
Comfort & Security in the Cloud - Read this white paper to learn how communications as a service delivers superior technology stability and resiliency. Learn about the world of the contact center and the technology today that offers richness and more
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comfort and security in the cloud, white papers, learn communications, call centers, caas. communications as service, interactive intelligence, enterprise applications, business technology, telecom, data center
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 21, 2013
The modern contact center is a company's primary resource for delivering a differentiated customer experience and driving efficient and cost-effective customer satisfaction. Top tier contact centers make regular investments in advanced technologies.
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implementing skills, routing, interactive intelligence, enterprise applications, data management, business technology, data center
    
Interactive Intelligence
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