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eBook: Not all Customer Experience Platforms are Created Equal

Published By: Genesys     Published Date: Nov 15, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences.
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customer experience, customer engagement, omnihannel, customer experience platform, customer journey
    
Genesys

Quantifying the Business Impact of Customer Service

Published By: Zendesk     Published Date: Jan 03, 2019
To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants. The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.
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Zendesk

5x5 2019: 5 Marketing Predictions for the Next 5 Years Whitepaper

Published By: Emarsys - APAC     Published Date: Jun 12, 2019
It’s time to look ahead. We have outlined 5 predictions that we believe marketers should be preparing for in the next 5 years. In this whitepaper, we’ll cover how: • Blockchain will become a greater core component of marketing. • Display advertising as we know it will finally die. • Cross-device identification will become a necessary part of omnichannel marketing. • Voice re-emerges as a distinct channel and internet interface. • All marketing will be done in real time.
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Emarsys - APAC

The Omnichannel Customer Engagement Playbook

Published By: Genesys     Published Date: Jul 27, 2016
Your Guide to Delivering Seamless, Personalized Customer Experiences across Digital and Voice Channels
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys

To text or to talk?

Published By: Interactions     Published Date: Feb 27, 2019
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Many reports say that millennials prefer digital channels—like web chat or texting—while older generations still prefer voice channels. Previous Interactions research has shown that this isn’t necessarily the case, and that the issue of channel choice is often far more complex—depending on factors such as the company consumers are trying to contact, and the complexity of the issue the consumer is trying to resolve.
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Interactions

Empower Your Contact Center Agents to Deliver Great Customer Experience with an Omnichannel Desktop

Published By: Genesys     Published Date: May 10, 2016
Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels.
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genesys, contact center, customer experience, omnichannel, desktop, enterprise applications, business technology
    
Genesys

Nemertes Research: Metrics that Matter for Omnichannel Contact Centers

Published By: Genesys     Published Date: May 10, 2016
Most contact centers now allow customers to interact through non-voice, digital channels, but still monitor performance only in voice.
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genesys, nemertes, omnichannel, contact center, metrics, customer experience, enterprise applications, business technology
    
Genesys

Delivering Exceptional Multichannel Customer Service - An Executive Brief

Published By: Genesys     Published Date: Jun 11, 2013
Delivering exceptional multichannel customer service takes a coordinated effort across four dimensions — strategy, process, technology and people management.
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value-added, customer service, media, voice, strategy, multichannel, people management, process, technology, networking, knowledge management, data management, business technology
    
Genesys

eBook: 7 Steps for Delivering Next-Generation Digital Customer Service

Published By: Genesys     Published Date: Feb 27, 2018
Modern contact centers support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: • Design a successful digital customer engagement strategy • Provide agents with a 360-degree view of the customer across all digital channels and voice • Deliver omnichannel experiences that are personalized, context-based, and low-effort
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digital customer service, contact center, digital channel, ebook
    
Genesys

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18

Published By: Genesys     Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business. Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: • Compare cloud contact center solutions based on the strength of their technology platforms • Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics • Understand each vendor’s market impact and why Genesys was chosen as a leader
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ovum, multichannel cloud contact center, contact center, decision matrix
    
Genesys

Deliver Chatbots That Propel Your AI Strategy

Published By: Oracle     Published Date: Feb 21, 2018
A basic chatbot isn’t that hard to build. In JavaScript, write a public REST endpoint to connect a Facebook page to some chat logic (botly is a popular option) and deploy the whole thing to run on a cloud platform. Zoom out to the bigger picture, though, and you see that Facebook is just one channel. If you use Skype, Slack, Kik, and digital voice assistants, you’ll have to build six or eight of these endpoints straight away. And chatbots are being asked to handle ever more complex responses, so you better build on a platform of machine learning and natural language processing to keep up. That’s why the question enterprise developers should be asking is not “Which chatbot service do I start with?” but “Which platform will let me crank out a chatbot today and also support multiple channels and integrate with back-end systems as these chatbots take off?”
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Oracle

2018 Voice Intelligence Report

Published By: Pindrop Security     Published Date: Sep 24, 2018
With physical and online information security always growing stronger and harder to crack, fraudsters gravitate toward the weakest link in your security—your contact center and voice channels. For many years, our annual fraud reports have shown that fraudsters increasingly exploit the phone channel. Fraud rates continue to increase every year, and this year is no different. Between 2016 (1 in 937 calls) and 2017 (1 in 638 calls), the overall voice channel fraud rate increased by 47%, continuing on the upward trend from last year 113% increase.1 From 2013 through 2017 we have seen the fraud rate climb over 350%, with no signs of slowing down. It is important to note, that some verticals (i.e. Retail) experience even higher fraud rates than shown here.
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Pindrop Security

Analyst Research: Marketscope for IVR Systems and Enterprise Voice Portals

Published By: Aspect Software     Published Date: Nov 06, 2014
Download Aspect’s newsletter, “Serving and Engaging the Digital Consumer - from Self-Service to Agent-Assisted” for insights on how the cloud, omni-channel communications and mobility are revitalizing customer self-service. Included is a complete copy of the latest Gartner Marketscope for IVR Systems and Enterprise Voice Portals, which provides insights on the state of the market and top vendors. Download to learn more!
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aspect, digital consumer, self service, voice response market, it leads, ivr investments, omni channel, omnichannel, omni-channel, it management, ivr, marketscope, voice portal, self-service
    
Aspect Software

The Gaping Hole in your B2B Marketing Automation

Published By: Invoca     Published Date: Jan 21, 2014
In the rush to digital, B2B marketers have ignored a crucial element that salespeople and buyers need: direct human interaction. Sales teams know that calls close customers, and 97% of B2B technology buyers want direct interactions with the provider during the research and purchase process. So why have we left voice conversations behind? In order to get more sales qualified leads and master marketing automation in a multichannel world, we need to bring back human engagement. Join Invoca and guest Forrester Analyst Lori Wizdo as they examine:
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b2b marketing automation, marketing automation, customer lifecycle, b2b buyers, b2b technology buyers, inbound calls
    
Invoca

Not all Customer Experience Platforms are Created Equal

Published By: Genesys     Published Date: Apr 07, 2017
Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences. Read this eBook to learn how to: - Modernize your contact center infrastructure, increase workforce efficiency and deliver personalized customer experiences - Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice - Evaluate the top five capabilities of a Customer Experience Platform
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genesys, contact center engagement, customer engagement, omnichannel experience, customer experience
    
Genesys

How to Navigate CRM and CCI Procurement on the Route to Omnichannel Success

Published By: Genesys     Published Date: Apr 07, 2017
To meet the growing demand for digital interactions, both CRM and CCI (contact center infrastructure) vendors have added a range of digital channels to their portfolios. CCI vendors are focusing on offering an integrated omnichannel customer engagement platform, to improve their appeal to the customer service software market. The challenge for IT leaders is to decide which engagement channels should be managed by which vendors. This Gartner report discusses: - Three procurement strategies IT leaders can adopt to achieve their business goals for omnichannel (voice plus all digital channels) - Strengths and challenges associated with each strategy - Key considerations for omnichannel success
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genesys, contact center infrastructure, cci, omnichannel success, cci vendors
    
Genesys

The ABCs of Customer Experience: 40 Buzzwords Defined

Published By: Intouch Insight     Published Date: May 15, 2018
From "actionable insights" to "voice of the employee (VOE)", there are many buzzwords related to customer experience management. This handy 3-page guide will help you decode all of the industry buzzwords. Inside you'll find: • Age of the Customer • CX Action Campaigns • Data Mining • Double-Barreled Question • Key Driver Analysis • Net Promoter Score • Omnichannel • Many more!
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Intouch Insight

Cloud Contact Centers Gaining Share 8x8-CCNG Survey

Published By: 8x8 Inc.     Published Date: Feb 13, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That’s the conclusion of this 2016 survey by 8x8 and the Contact Center Network Group (CCNG) of 154 contact center professionals in the U.S. and UK. The November 2016 survey results uncover a range of trends and opportunities that highlight the importance of analytics, the increase in remote working, and the integration of more non-voice channels into the contact center. Download this complimentary report to learn: Major business drivers that are leading contact centers to cloud Surprising top method for measuring and improving agent performance Concerns and obstacles around moving to the cloud Increased prevalence of remote working and key challenges reported The most popular non-voice channels contact center managers would like to incorporate
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cloud contact center, ccng, analytics. remote working, non-voice channels
    
8x8 Inc.

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, wireless communications, wireless messaging
    
Interactive Intelligence

Selling With Social: How Social Curation Drives Engagement And Sales

Published By: Bazaarvoice     Published Date: Nov 05, 2014
Consumers discuss your brand on Facebook, Twitter, and Instagram. Learn how to harness this wealth of social media content, and display it right where it can go to work delivering engagement, trust, and conversion: your website.
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bazaarvoice, social curation, engagement, proliferation, social channels, social content, customer feedback, drive engagement, customer needs, customer interaction, best practices, customer interaction service, customer relationship management, customer satisfaction, customer service
    
Bazaarvoice

How Digital and Social Marketing Drive Sales and Innovation for CPG Brands

Published By: Bazaarvoice     Published Date: Jul 12, 2011
In this report, top CPG brands share tips for enhancing cross-channel marketing, building brand loyalty, and measuring social ROI.
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bazaarvoice, consumer packaged goods, cpg, social media, customer-centric, social commerce, brand loyalty, multi-channel marketing, cross-channel marketing, social roi
    
Bazaarvoice

How to Influence CPG Shoppers Everywhere They Buy

Published By: Bazaarvoice     Published Date: Jul 12, 2011
Consumer use multiple touchpoints to engage with your brand before they buy. Leading CPG brands share how to be a part of the conversation.
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bazaarvoice, consumer packaged goods, cpg, social media, customer-centric, social commerce, brand loyalty, multi-channel marketing, cross-channel marketing, social roi
    
Bazaarvoice

The "New" Rules of Engagement for Today's Empowered UK Shopper: Connected and in Control

Published By: Bazaarvoice     Published Date: Nov 08, 2010
Today's UK shopper is an "empowered" consumer. This new breed of consumer is changing the rules of engagement for retailers simply by the power they possess in managing their own shopping experiences. Shoppers can easily access competing stores, brands, and products as part of their product research-whether it be online or on their mobiles.
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bazaarvoice, engagement, empowerment, uk shopper, channel switch, ecommerce, mobile phones, mobile marketing, wireless
    
Bazaarvoice

UK Social Commerce Trends Report: Key takeaways from Social Commerce Summit London 2010

Published By: Bazaarvoice     Published Date: Nov 02, 2010
Each year, the Social Commerce Summit London brings together innovative brands and thought leaders to share best practices and trends in social media. This paper encapsulates the highlights and key learnings from this event.
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bazaarvoice, engagement, empowerment, uk shopper, channel switch, social media, twitter, facebook, ecommerce, mobile phones, mobile marketing, wireless
    
Bazaarvoice
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