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Machen Sie aus Ihrem Contact Center ein Profit Center

Published By: Oracle     Published Date: May 05, 2015
This video shows how to equip your agents to deliver great service with the least cost and effort and empower them to present personalized product and services recommendations in real time.
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contact center, profit center, deliver great service to customers, solve customer issues with efficiency, oracle solutions, oracle, real time customer service, equip agents to deliver good service
    
Oracle

7 Critical Capabilities to Demand From Your Cloud Contact Center Provider

Published By: Aspect Software     Published Date: Nov 06, 2014
Learn about the 7 critical capabilities to look for when deploying a cloud contact center solution.
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aspect, cloud, cloud contact center, contact center, customer service, it management, data center
    
Aspect Software

eBook: Contact Center Economics and the Cloud

Published By: Genesys     Published Date: Jun 08, 2018
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including: • The size of your contact center, and business requirements such as customer journey management • The location and quantity of contact centers being managed • The need for scalability, speed of deployment, and maintenance requirements Read the eBook today!
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cloud, contact center, customer journey, hybrid
    
Genesys

Tip Sheet: Building the Business Case for an Omnichannel Contact Center

Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys

2018 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide

Published By: Genesys     Published Date: Jul 13, 2018
Compare leading contact center infrastructure vendors. In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” 1 — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” 1 — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process 1 Gartner Peer Insights rev
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Genesys

3 Ways to Boost IT Agility and Responsiveness

Published By: Cherwell Software     Published Date: Sep 22, 2015
This ebook provides three concrete methods for keeping modern IT departments cutting edge and competitive.
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application management, business intelligence analytics, business process management (bpm), contact center solutions, customer service best practices, application performance management, best practices, business intelligence
    
Cherwell Software

What is UC downtime costing your business? Get the eBook: Achieving High Availability in UC

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
    
Black Box

New Gartner research positions salesforce.com in the Leaders Quadrant for Sales Force Automation

Published By: Salesforce.com     Published Date: Jul 25, 2013
Download the 2013 Gartner Magic Quadrant Report and find out what Gartner analysts have to say about Salesforce.
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sales force automation, account management, contact management, opportunity management, sales, solution, technology, it management
    
Salesforce.com

5 Reasons Leaders Invest in Language Training

Published By: Rosetta Stone     Published Date: Apr 03, 2018
For many companies, language barriers increase as business globalization becomes the norm rather than the exception. Perhaps a call center agent cannot handle customer contact in an unfamiliar language. Or a manager travels to a face-toface meeting only to sit across a conference table from clients wanting to speak in their own native language. Even within your organization, teams across global geographies must collaborate to achieve collective goals, but language barriers often stand in their way. Meanwhile, HR leaders are tasked with recruiting and retaining top talent and L&D managers must align programs with business goals. Each of these scenarios and areas of responsibility have something in common: A clear need for company-sponsored training to develop employees’ language proficiency so they can engage successfully with colleagues and customers anywhere. Thousands of learners were surveyed about the impact of language training with Rosetta Stone® business solutions.1 Results show
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Rosetta Stone

Taking Your Contact Center Global

Published By: 8x8 Inc.     Published Date: Aug 15, 2017
In our increasingly global economy, it’s no surprise that more and more businesses are taking their contact centers global. This trend may be driven by several factors including entry into new markets and the consequent need to support customers and prospects in multiple regions or an acquisition that suddenly opens new geographies for business. This paper explores how a cloud contact center solution can help address key challenges of deploying a global contact center.
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contact center, global economy, customer support, cloud offerings, 8x8
    
8x8 Inc.

Your path your way: 3 options for transforming your legacy contact center

Published By: Genesys     Published Date: Jun 19, 2019
With a proven customer experience platform and provider, you can overcome the limitations of legacy contact center technology and meet the needs of your customers –today and tomorrow. And, you’ll avoid the risk and uncertainty of maintaining an outdated contact center, from challenges that affect service quality to time-consuming and costly upgrades. It’s time to move forward. Read this ebook to learn: Steps to mitigate risk by minimizing your reliance on aging technology Proven and successful deployment options and migration strategies How to migrate at your own pace Benefits of adding the Genesys customer experience platform and solutions to your existing contact center environment
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Genesys

The essential migration checklist for identifying the right customer experience solution

Published By: Genesys     Published Date: Jun 19, 2019
Contact center technology plays a major role in the success of your customer experiences and business operations. Having the optimal solutions, infrastructure and provider in place are fundamental to meeting current and future goals and expectations. If you’re struggling with outdated contact center systems that limit channels and customer information, the best path forward is to migrate to a solution that lets you overcome those technology limitations. And the first step is to download this comprehensive checklist to evaluate key solutions and vendor considerations. You’ll learn how to: Identify business goals and outcomes that are most important for your organization Evaluate deployment options based on necessary flexibility and capabilities Understand your technology needs and priorities Assess vendor viability
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Genesys

Is the Time Right to Move Your Contact Center to the Cloud?

Published By: Corvisa LLC     Published Date: Feb 13, 2015
Growing numbers of businesses are moving their contact center operations to the cloud. What do they know that you don’t? This whitepaper provides a practical guide to assist in the decision-making process. It offers a comparison of traditional on-premise systems versus current cloud-based solutions, responds to common cloud concerns and discusses the steps needed to begin your due diligence process.
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cloud monitoring, cloud metrics, business analytics, performance monitoring, data, cloud data, metrics, data management
    
Corvisa LLC

How the Right Contact Center Solution Helps Drive Customer Satisfaction

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.

Hosted Contact Center Solutions - Setting the Record Straight

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

A Customer IP Communications System Roadmap

Published By: Interactive Intelligence     Published Date: Jul 21, 2010
To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.
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interactive intelligence, customer ip communication, digital pbx, unified communication, voice network, ip data network, contact center solution, ip networks
    
Interactive Intelligence

The Value of Blending eServices and the Contact Center

Published By: Interactive Intelligence     Published Date: Dec 02, 2010
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
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interactive intelligence, sms, media channel, short message service, wireless, mobile communications, gsm, social media
    
Interactive Intelligence

How the Interaction Center Platform® has Changed the Communications Industry

Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
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call center management, call center software
    
Interactive Intelligence

Part 1: Home Agents: The Big Game Changer

Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
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call center management, call center software
    
Interactive Intelligence

Find Out the Contact Center Metrics that Matter Today

Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.
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contact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution
    
Interactive Intelligence

A Contact Center Crystal Ball

Published By: Interactive Intelligence     Published Date: Apr 23, 2014
If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.
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interactive intelligence, contact center, customer service, customer experience, cost, revenue, telecom, it management
    
Interactive Intelligence

Process Automation and Multichannel Technology: Exceptional Customer Experience Drives Success

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, it management, business process management
    
Interactive Intelligence

Using Contact Center Strategic Planning and Budgeting Tools to Optimize the Customer Experience

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
    
Interactive Intelligence

Make Customers the Center of Attention with Microsoft Dynamics CRM

Published By: Microsoft Dynamics     Published Date: Jul 03, 2008
Microsoft Dynamics CRM is a powerful tool for your sales and marketing teams, but it is more than just a contact management solution. In this webcast, we explore how Microsoft CRM is a flexible, integral part of your enterprise, supporting sales, marketing, customer service, manufacturing, and professional services. We describe how you can configure Microsoft CRM to work the way your business does, and we illustrate its many benefits.
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contact management, crm tool, crm, sales tool, business integration, microsoft dynamics, microsoft, dynamics crm
    
Microsoft Dynamics
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