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Magic Quadrant for Unified Communications as a Service 2016

Published By: 8x8 Inc.     Published Date: Nov 10, 2016
For the 5th year in a row, 8x8 is a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide. See what makes us different and why you should consider the cloud to expand or replace aging, inadequate business phone systems, meeting services, & contact center equipment.
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8x8 Inc.

Quality Management in the Contact Center

Published By: 8x8 Inc.     Published Date: Nov 17, 2016
Effective quality management lets you improve the performance of contact center agents—and deliver the customer experience your business expects. The ICMI Tool Kit: Quality Management in the Contact Center provides valuable tips you can apply to start improving your contact center operations today. Developed by International Customer Management Institute (ICMI), a leader in contact center training and consulting, the tool kit lays out the foundations of an effective quality management program and offers a step-by-step approach to creating an effective program. Then it provides details to help you: • Perform effective coaching using the SAFE coaching framework • Calculate the ROI of your training and coaching investments • Developing a peer mentor program
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8x8 Inc.

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.

Taking Your Contact Center Global: Challenges, Obstacles and Avenues to Success

Published By: 8x8 Inc.     Published Date: Feb 13, 2017
In our increasingly global economy, it’s no surprise that more and more businesses are going global with their contact centers. This trend is driven by many factors including international acquisitions and the availability of highly skilled, lower cost talent in many parts of the world. This eBook Taking Your Contact Center Global explains the top challenges businesses must surmount when expanding internationally and what they need to know to be successful. Download this complimentary eBook and learn: 4 challenges every global contact center will face Why cloud-based contact centers have the advantage Why not all cloud contact centers are perfect, and 3 things to watch out for How to get the upper hand when it comes to call quality, local numbers, and creating a unified, global contact center
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contact center, global growth, cloud-based contact, call quality
    
8x8 Inc.

Frost & Sullivan: Rethinking Your Contact Center - How to Engage the Modern Customer

Published By: 8x8 Inc.     Published Date: Feb 17, 2017
This Frost & Sullivan paper will outline the difficult challenges faced by all businesses—in a variety of industries and sizes—in creating an exceptional customer experience; discuss the value of a contact center that also supports all channels of choice, disaster recovery, data analytics, and leveraging back-office workers; stress the need for cultural change throughout the organization to truly meet today’s customers’ expectations; and offer best practices recommendations for taking the lead in creating a customer journey that engenders loyalty, delivers total satisfaction, and drives revenues.
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frost & sullivan, contact center, customer engagement, cloud, culture gap, scalability, omnichannel, digital tranformation, customer experience
    
8x8 Inc.

Cloud Contact Centers Gaining Share

Published By: 8x8 Inc.     Published Date: Aug 09, 2017
The 8x8-CCNG survey shows more and more companies are moving their contact centers to the cloud, and for a range of reasons that is appealing to almost every business center. Most prominent among those objectives are better business continuity, scalability, supporting remote workers, and integrating new technologies like multi-channel capabilities. Does your contact center employ remote agents? More than half do or respondents do! Across industries, prioritizing top talent and supporting remote workers is a growing concern. Cloud contact centers support this objective by making the full set of technologies and features available to all users, wherever they are located. Download now to learn more.
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8x8, cloud contact center, remote work, scalability, cloud computing
    
8x8 Inc.

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.

Rethinking Your Contact Center: How to Engage the Modern Customer

Published By: 8x8 Inc.     Published Date: Aug 15, 2017
This paper outlines the difficult challenges faced by all businesses in creating exceptional customer experiences. And discusses the value of a contact center that supports all channels, disaster recovery and data analytics. Contact Centers today must manage cultural change throughout the organization to truly meet customers’ expectations. Read on to learn best practices for taking the lead in creating customer journeys that engender loyalty, delivers satisfaction, and drives revenues.
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contact center, modern customer, customer engagement, customer experience, data analytics, disaster recovery
    
8x8 Inc.

Cybersecurity for Small and Midsize Businesses: A New Opportunity for Service Providers

Published By: Akamai Technologies     Published Date: Sep 10, 2019
Small and midsize businesses (SMBs) need – and want – cybersecurity. However, with limited resources, they often have to look for outsourced solutions. ISPs are well positioned to address SMBs’ security needs with their ongoing IT relationships, established contacts, and billing connections. Security offerings can help providers improve subscriber engagement, drive incremental revenues, and increase service provider affinity. This white paper will explore the following: • SMB exposure on the internet, and unique challenges they face dealing with security threats • How ISPs can help SMBs address their security exposure • The market opportunity for SMB security, and how providers can build a business case
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Akamai Technologies

Bot Manager Advanced strategies to flexibly manage the long-term business and IT impact of bots

Published By: Akamai Technologies Australia     Published Date: Feb 07, 2018
Websites provide online businesses with an unprecedented level of contact with customers and end users. However, they also place business information where it can be easily accessed by third parties – often using automated tools known as “bots”. For many organizations, bots represent up to 50% or more of their overall website traffic, from good bots engaged in essential business tasks to bad bots conducting fraudulent activities. Regardless of business impact, bot traffic can reduce website performance for legitimate users and increase IT costs. Organizations need a flexible framework to better manage their interaction with different categories of bots and the impact that bots have on their business and IT infrastructure.
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Akamai Technologies Australia

Advanced Strategies to Flexibly Manage the Long-Term Business and IT Impact of Bots

Published By: Akamai Technologies Australia     Published Date: Feb 08, 2018
Websites provide online businesses with an unprecedented level of contact with customers and end users. However, they also place business information where it can be easily accessed by third parties – often using automated tools known as “bots”. For many organizations, bots represent up to 50% or more of their overall website traffic, from good bots engaged in essential business tasks to bad bots conducting fraudulent activities. Regardless of business impact, bot traffic can reduce website performance for legitimate users and increase IT costs. Organizations need a flexible framework to better manage their interaction with different categories of bots and the impact that bots have on their business and IT infrastructure.
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control, visibility, customer, financial risk, web fraud, bots, infrastructure
    
Akamai Technologies Australia

B2B Marketers Must Better Prepare For Marketing Automation

Published By: Aprimo     Published Date: Feb 03, 2012
Changing buyer behaviors require business-to-business (B2B) online marketers in order to contact potential customers as well as clients in new methods, simply by delivering content which is customized to their requirements, role, degree of curiosity, as well as stage of problem-solving. This has created advertising automation the mission-critical system with regard to B2B online marketers, but too many advertising frontrunners brain lower the automation path without completely realizing what they are getting into.
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marketing automation, b2b, marketing, aprimo, lead generation, online marketing, digital marketing
    
Aprimo

How to Integrate Social Media into Your Contact Center

Published By: Avaya     Published Date: Dec 18, 2013
By now, we’re all aware of what a powerful force social media can be for a business — be it positive or negative. But how should your business address what’s happening in social media? Avaya believes you should do it in same way you take on other customer concerns — with your contact center.
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avaya, social media, contact center, customer service, customer concern, cem, customer experience management, software development, it management, wireless, data center
    
Avaya

Digital Transformation Drives Companies to the Cloud

Published By: Avaya     Published Date: Mar 22, 2019
Infusing communications into business processes is not a simple task, as legacy deployment models for unified communications and the contact center are far too rigid to offer the required agility for digital organizations. To achieve success in the digital era, businesses must evolve their communications to a cloud delivery model. Dive into this white paper from ZK Research to discover the best path forward on your cloud transformation journey.
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Avaya

Managing Your Contacts: The Business of Personal Relationships

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

7 Steps to Improve Operational Efficiency by Unifying Contact Center and CRM Data

Published By: Broadsoft     Published Date: May 25, 2017
This eBook is for contact center management and business executives looking for ways to increase the efficiency and productivity of their contact center. • If yours is an existing contact center with infrastructure that has been built up over the years, this eBook provides best practice steps to break down the resulting application silos, unify them, and improve the operational efficiency of your contact center. • If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this eBook will provide best practices to prevent building application silos.
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Broadsoft

7 Steps to Optimize Business Performance by Unifying Contact Center and CRM Data

Published By: Broadsoft     Published Date: May 25, 2017
This whitepaper is for contact center management and business executives looking for ways to optimize the business performance of their contact center. • If yours is an existing contact center with infrastructure that has been built up over the years, this whitepaper provides bestpractice steps to break down the resulting data silos, unify them, and optimize your contact center for business performance. • If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this whitepaper will provide best practices to prevent building data silos.
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Broadsoft

5 reasons disaster recovery as a service can work for you

Published By: Carbonite     Published Date: Jul 12, 2017
With IT departments stretched thin, it’s no wonder more businesses are looking to outsource their backup and disaster recovery (BDR) plan. The rise of disaster recovery as a service (DRaaS) is a big win for businesses that want their IT staff focusing on strategic business goals but still require a dependable, provable BDR deployment. Find out more by reading our white paper, 5 reasons to choose DRaaS. Carbonite DoubleTakeTM is now delivering leading DRaaS solutions for complex and mixed environments. Contact us to learn more.
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information technology, disaster recovery, it development, outsource
    
Carbonite

Adding Fax, Adding Value: Lotus Notes Mail and Fax Integration

Published By: Castelle     Published Date: Nov 01, 2006
Castelle’s integration provides seamless fax integration with native Notes services like logging and reporting, and lets faxes be managed just like other Notes email, with all of Domino’s native security, administration, and customization capabilities.
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ip networks, ip telephony, network management, servers, small business networks, tcp/ip protocol, contact management, messaging, call center management, ip faxing, it spending, return on investment, email, castelle
    
Castelle

Ovum White Paper

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, business technology, data center
    
Cisco

Differentiate your Business with a Cloud Contact Center

Published By: Cisco     Published Date: Dec 04, 2015
Businesses must become agile and provide differentiated service as customer demands and expectations change.
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cisco, cloud, data center, customer, business, networking
    
Cisco

Differentiate Your Business With a Cloud Contact Center

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

Differentiate your Business with a Cloud Contact Center

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, storage management, data integration, data quality, data center
    
Cisco

Ovum White Paper

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
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