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Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.
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interactive intelligence, business process automation, multichannel technology, customer experience, contact center, contact solution
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Collaboration — working together for a common goal — is an integral part of the insurance business. But today, the need to rapidly assemble teams and capitalize on human expertise to provide faster, better decisions makes collaborating all the more important. Author Mark Breading of Strategy Meets Action explains how applying collaboration technologies to specific insurance business problems is enabling insurers to realize the true promise of collaborating for a competitive advantage.
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collaboration, insurance, interactive intelligence, communications, contact center, business process, collaboration technology
    
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: Interactive Intelligence     Published Date: Nov 08, 2011
Attend this on-demand webinar to learn how consolidating onto a centrally managed contact center platform can drive down your cost of ownership,
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Interactive Intelligence
Published By: NACR     Published Date: Feb 09, 2015
Do you know what the compliance issues are for your organization and the technology solutions you might consider? Download this guide to learn what you need to know.
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nacr, compliance, technology, technology solutions, regulations, software compliance – contact center, data security, customer security, hippa, biometrics, wfo, speech analytics, sarbanes-oxley, big data, telecommuting, remote agent, telemarketing, caller id, call recording, predictive dialers
    
NACR
Published By: Microsoft Dynamics CRM     Published Date: Mar 02, 2010
While the new generation of self-service applications for the Web and IVR is excellent, successful self-service programs will depend on giving customers choices and striking the right balance.
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microsoft dynamics crm, contact call center, self-service application, ivr, interactive voice response, customer service interaction, live agent support, automated self-service, automation
    
Microsoft Dynamics CRM
Published By: Microsoft Dynamics CRM     Published Date: Mar 11, 2010
Covering All Points of Attack. As the availability of product and service information on the Internet grows, both the providers and receivers of service have larger networks through which to communicate, interact and transact.
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microsoft dynamic crm, service delivery, contact center, customer satisfaction, customer relationship management
    
Microsoft Dynamics CRM
Published By: IBM     Published Date: Aug 06, 2012
With customer analytics-including predictive analytics, social analytics, business intelligence, and decision management-companies are empowered to improve the customer experience and maximize business outcomes by being proactive, rather than reactive. Comments made in social channels about a perceived problem with a checkout tool on a company's website, for example, can alert company decision-makers about a potential issue before it hits the contact center.
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customer analytics, loyalty, profitability, revenue, ibm, transaction data, customer survey data, demographics, contact center, customer behavior, decision-makers, integrate, granular attributes, predictive analytics, life-stage changes
    
IBM
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
    
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
    
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
    
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, pci-dss, crm
    
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, pci-dss, crm, saas
    
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, mirgation, social media, crm, customer relations management, availability, innovation, scalability, security, self-service, staffing, workforce
    
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, att, at+t, mobile devices, communication, information, exchange, cloud
    
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
    
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
    
Five9
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