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contact center technology

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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: Avaya     Published Date: Jan 15, 2014
Be guided on what the best practices are, offering strategies, actionable tactics, and examples of enterprises on the cutting edge so your organization won't have an overabundance of options when working with partners and customers.
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avaya, collaboration, effective enterprise, effective collaboration, new culture, broadcasting center, organizational roles, customer experience, customer satisfaction, the cloud, cloud center, cloud contact center, best practices, actionable tactics, collaboration technology, integration, change management, command and control, information age, distance barriers
    
Avaya
Published By: Cisco     Published Date: Aug 27, 2015
Read this Ovum white paper to learn the benefits of cloud contact centers, how to choose the best solution, and how to select the right partners.
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cloud contact center, customer experience, cloud contact center solution, cloud solutions, cloud technology, application management
    
Cisco
Published By: Cisco     Published Date: Oct 06, 2015
Read more to learn more about the omnichannel value proposition, and why it represents the next generation of contact center technology.
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omnichannel, contact center, contact center solutions, crm, customer relationship management, contact center technologies
    
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
    
Cisco
Published By: Cisco     Published Date: Nov 17, 2015
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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gartner, cisco, magic quadrant, contact center infrastructure
    
Cisco
Published By: Cisco     Published Date: Feb 12, 2016
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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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
    
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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gardner magic quadrant, cisco, contact center, omnichannel routing, best practices, cloud computing
    
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
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: 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: 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
    
Five9
Published By: Genesys     Published Date: Apr 25, 2013
In this paper, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.
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contact center, customer service, contact center technology, process optimization, performance, change management
    
Genesys
Published By: Genesys     Published Date: Jun 07, 2013
A look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.
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contact centers, customer service, solution, technical, technology, drive business, strategy
    
Genesys
Published By: Genesys     Published Date: Jun 10, 2013
SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs.
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session initiation protocol, sip, acd automatic call distribution, contact centers, voice, technology, customer service, solution
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2013
Your new all-in-one contact center should include all of the tools needed to support efficient and effective customer service. Great contact center solutions allow you to do more with less; less IT time to deploy and monitor; less agent time to answer and resolve customer requests; and less administrator frustration as they try to adjust resources to meet operational demand.
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contact centers, customer service, solution, technical, technology, drive business, voice, strategy
    
Genesys
Published By: Genesys     Published Date: Jun 20, 2013
The right contact center is a business advantage, because delivering exceptional service to your customers improves their satisfaction and loyalty, and results in increased revenues. The right contact center can also reduce TCO by reducing the need for IT support and replacing inflexible voice-only ACDs that have become expensive to maintain across one or many sites.
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contact centers, customer service, solution, technical, technology, drive business, voice, strategy
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
The existing upgrade paths from legacy PBX and ACD suppliers make it difficult for contact center executives to contemplate the future of customer service on their own terms. If your ACD-based contact center has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based contact center solution. SIP delivers two important advantages over legacy switching: 1. SIP is based on open standards, so you can choose hardware and software that is best suited for your environment. 2. SIP’s capability extends beyond voice to new media types such as mobile, social media and video. SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs. Learn more about how to build the next-generation customer service platform.
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contact center, customer service, social media, mobile, sip, technology solution, technology
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Earlier this year, Gartner released the 2013 Magic Quadrant for Call Center Infrastructure, an annual report that analyzes call center infrastructure vendors for completeness of vision and ability to execute. Explore and compare contact center solutions from today's top vendors and decide which solution is right for you. This is the fifth consecutive year that Genesys has been named a worldwide Leader for Contact Center Infrastructure. The Genesys Customer Engagement platform (referred to as the Customer Interaction Management or ‘CIM’ platform in the report), is the industry’s most complete platform on which companies can deploy an all-in-one, end-to-end scalable contact center Get the 2013 Gartner Magic Quadrant for Contact Center Infrastructure now!
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contact centers, business value, functions, applications, inbound, outbound calling, social media analytics, integration tools, mobile crm tools, gartner magic quadrant, technology
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Presumably, service-oriented businesses already have customer relationship management (CRM) and business process management (BPM) systems in place that create workflows and processes. However, traditional systems aren't enough - they often result in blind spots in the completion of work processes. To meet the increasing demands of customers in today's fast-paced marketplace, you need a way to manage these efficiency gaps - to effectively assign work and monitor completion. In other words, you need workload management. Download this resource to get a more in-depth look at the shortcomings of traditional customer service processes, and learn how enterprise workload management can help you overcome these issues as well as: • Create a holistic view • Increase flexibility • Reduce cost • And more
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Enterprise Workload Management gets the right work to the right person at the right time, eliminating the outdated manual distribution of work model. Enterprise Workload Management finally gives organizations the ability to correlate the work that customer service interactions create in the front office -- with the best resource within the organization required to complete that work in the back office. Enterprise Workload Management ensures that the highest priority work is being handled by the right resource, and gives managers real-time visibility into when the work will be completed, as well as reports that show the outcomes of the work. Customers get notified when an order or application is processed instead of waiting to hear or having to repeated call back. Employees get specific coaching and training plans based on the results of their work.
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
Published By: Genesys     Published Date: Oct 16, 2013
Changes in customer behavior and expectations are causing organizations to make dramatic shifts in how they engage with customers. The requirements for a world-class contact center in this new environment have also shifted. In this white paper you’ll find five key steps to keep in mind when building a world-class contact center in today’s rapidly changing customer landscape.
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contact center, customer service, customer relationship management, technology, business process management, bpm, crm
    
Genesys
Published By: Genesys     Published Date: Dec 11, 2013
Read Now: The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD. Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to: • Enhance Customer Experience • Virtualize your customer service environment • Reduce Total Cost of Ownership (TCO) Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment. Read Now.
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automatic call distributor, acd, contact senter, legacy call center infrastructure, multi-channel contact center, ip/sip technology, total cost of ownership, tco, genesys
    
Genesys
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