contact communications

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Published By: Cisco     Published Date: Jun 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.
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Cisco
Published By: Genesys     Published Date: Nov 17, 2017
This eBook focuses on two profiles for small contact centers, small business and small of large - a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realize a return on investment in as little as three months!
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ebook, contact centers, cloud, customer experience
    
Genesys
Published By: Genesys     Published Date: Feb 27, 2018
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organizations are taking advantage of the benefits of cloud for contact centers. This eBook, focuses on two profiles for small contact centers, small business and small of large - a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realize a return on investment in as little as three months! Download this eBook and learn: • How to calculate ROI and time-to-value in different types of small contact center profiles • What factors to consider when selecting a cloud vendor • Three common myths about the cloud
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ebook, cloud, customer experience
    
Genesys
Published By: Black Box     Published Date: Nov 24, 2015
Black Box can help you get the most out of your technology investment. We partner with customers to identify the right solutions for strategic IT needs that add value to your business. Our portfolios of Wired/Wireless, UCC, and IT Service solutions, and our depth of expertise, deliver positive business outcomes for evolving IT business scenarios. Black Box takes a vendor-independent approach to deliver the right solution, on the right network. Our long-term, established relationships with best-in-class IT technology providers allow us to offer objective, vendor-neutral solutions designed to meet a broad range of IT requirements. With more than 4,000 team members & 200 offices in 150 countries, we offer global capabilities with local expertise, and are committed to driving business success through IT excellence. Our passion to IT communications is unsurpassed, and we will work with you to find the ideal solution for today’s challenge while helping to anticipate tomorrow’s needs.
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voip solutions, contact center solutions, business phone systems, ucc, it services, it solutions, it security, it infrastructure, uc solutions, mobility solutions, cloud solutions, enterprise business solutions, data center cloud service, it disaster recovery, network services, video collaboration
    
Black Box
Published By: CDW     Published Date: Jul 30, 2013
New features are remaking and improving agent-customer interactions.
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cdw, contact center, customer service, customer organization, unified communications
    
CDW
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
The right contact center solution should integrate tightly with your CRM solution and add value to it. Your contact center software should be able to capture all email, chat and standard telephone interactions and link them to the customer records database. Not only does this ensure continuity in all your customer communications, it gives the CRM database more information to use in constructing a better picture of your customers’ behavior. So how do you choose the right contact center for your organization? Following are three examples of forward-thinking businesses that found the right answer with cloud communication technology.
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contact center, crm, telephone interactions, communications
    
8x8 Inc.
Published By: Interactive Intelligence     Published Date: Jul 21, 2010
DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.
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interactive intelligence, contact center solution, customer satisfaction, communications as a service, caas, sip, hosting, tco
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 14, 2012
In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.
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Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
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contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center, contact communications, big data, business analytics
    
Interactive Intelligence
Published By: Cisco     Published Date: Jul 11, 2016
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 centers, their advantages and the essential considerations for selecting a vendor.
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Cisco
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: SpectorSoft     Published Date: Apr 01, 2015
Corporate computers and information and communications systems (collectively, “electronic resources”) remain the workhorse for most businesses, even as alternatives, such as third-party text messaging services, external social media, and cloud computing, flourish. Employees rely on corporate electronic resources for e-mail, calendaring, business contacts, Internet access, document creation and storage, and a multitude of other business applications. Consequently, for employers, it is critical to establish and maintain their right to inspect all information stored on, and to monitor all communications transmitted by, corporate electronic resources. The corporate acceptable use policy is the linchpin of that effort. The ten tips below are intended to aid employers who either want to implement an acceptable use policy for the first time, or who need to update their policy.
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acceptable use, communications systems, text messaging, acceptable use policy, confidentiality
    
SpectorSoft
Published By: HP     Published Date: Aug 26, 2014
UC combines voice, email, instant messaging (IM), audio conferencing, and video conferencing with presence awareness to immediately locate and contact individuals. HP's collaborative and modular approach to UC increases business productivity, reduces risks, and reduces telecommunications costs, helping you reach people more effectively, and helping your customers and partners reach you. Learn more
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unified, instant messaging, email, video, communication, modular, audio, conferencing, data, business, technology, portfolio, cloud-based, support, portal, solution, consolidate, islands, access, reliable
    
HP
Published By: BatchBlue Software     Published Date: Mar 27, 2009
Every small business has some system for organizing and documenting its relationships. If that system is no longer working, or could be improved upon, a new contact management system is in order. This Blue Paper will help small business owners research, select and implement the system that will work effectively for them.
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batchbook, matternow, blue paper, contact management, small business, document management, relationships, manage leads, lead generation, sample size, communications management, task events management, project management, usability, customization, scalability, mobility, crm, sales tools, vendor management
    
BatchBlue Software
Published By: Cisco     Published Date: Dec 04, 2015
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
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cisco, gartner, magic quadrant, contact center, infrastructure, telephony support
    
Cisco
Published By: Cisco     Published Date: Feb 23, 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
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cloud computing, cisco, contact center, best practices, cloud network
    
Cisco
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