call centers

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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.

Magic Quadrant for Multichannel Campaign Management

Published By: Adobe     Published Date: Jul 04, 2016
The multichannel campaign management (MCCM) market comprises vendors that seek to orchestrate company communications and marketing offers to customer segments across channels, such as websites, mobile, social, direct mail, call centers and email.
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multichannel campaign management, campaign management, mccm, digital marketing
    
Adobe

7 Critical Considerations for Choosing a Cloud Security Provider

Published By: Akamai Technologies     Published Date: Aug 17, 2017
The cloud is a network of servers housing data, software, and services. Cloud services are commonly accessed via the Internet, instead of locally in a data center. Businesses are increasingly relying on the cloud for cybersecurity for two key reasons: 1. Due to a changing threat landscape, there’s a need for more scale, accuracy, experience, and collective intelligence. These resources are out of reach internally for most organizations. 2. There are fundamental limits with on-premises hardware mitigation appliances and enterprise data centers for Distributed Denial of Service (DDoS) and web attack protection.
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cloud security, scale, data center, ddos
    
Akamai Technologies

An Improved Architecture for High-Efficiency; High-Density Data Centers

Published By: APC by Schneider Electric     Published Date: Feb 15, 2011
This paper describes the principles of a new, commercially available data center architecture that can be implemented today to dramatically improve the electrical efficiency of data centers.
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apc by schneider electric, data center, power and cooling, infrastructure, electrical efficiency, data center architecture, network architecture, network management, green computing, data center design and management
    
APC by Schneider Electric

Enhancing Customer 360 with Data Analysis & Visualization

Published By: AWS - ROI DNA     Published Date: Jun 12, 2018
Achieving a 360-degree view of customers has become increasingly challenging as companies embrace omni-channel strategies, engaging customers across websites, mobile, call centers, social media, physical sites, and beyond. Learn how software solutions in AWS Marketplace can automate data lake analysis, enabling self-service platforms for analysis that expand and enhance personalization while deepening customer understanding so you can spend more time acting on insights.
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AWS - ROI DNA

Improve Contact Center Performance With Global Analytics-Driven Routing

Published By: Broadsoft     Published Date: May 25, 2017
There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally.
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Broadsoft

Cut costs now with complimentary quotes from top Call Center Software providers!

Published By: Business.com     Published Date: Oct 09, 2012
A business call center is no longer a grouping of agents with a telephone and list of phone numbers. Call centers have evolved in to the forefront of many business' revenue-generating activities.
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call center software, telecom, software, information management, data, infrastructure
    
Business.com

Save time and money with complimentary price quotes from top Inbound Call Center companies!

Published By: Business.com     Published Date: Nov 06, 2012
Getting the most from inbound call centers requires that you address inefficiencies. Here are the five questions that will help you determine how inefficient your call center really is.
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inbound call centers, sales, call center solutions, call center management, call center software, business technology, telecom
    
Business.com

2015 Gartner Magic Quadrant for Contact Center Infrastructure

Published By: Cisco     Published Date: Dec 04, 2015
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
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cisco, gartner, magic quadrant, contact center, infrastructure, telephony support, networking, research
    
Cisco

Forbes Insights: Boost Innovation with Video

Published By: Cisco     Published Date: Feb 12, 2016
Video collaboration opens up opportunities for greater interaction and innovation, regardless of industry. Everyone benefits. For example, in healthcare, video is dramatically changing the way institutions interact with customers and professionals. In recent years, a number of hospitals across the United States have been subscribing to video and voice call centers that enable them to share language interpretation services, psychiatric care services and other developing capabilities. In the process, video collaboration is affecting business outcomes, changing business processes and helping healthcare facilities achieve scale, cost and efficiency not seen before.
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industry innovation, business practices, best practices, video collaboration, network management, network performance, content delivery, content integration
    
Cisco

The Guide to Multi- Dimensional ADC Scaling for Digital Transformation

Published By: Citrix     Published Date: Jun 15, 2018
The world of IT is undergoing a digital transformation. Applications are growing fast, and so are the users consuming them. These applications are everywhere—in the datacenter, on virtual and/or microservices platforms, in the cloud, and as SaaS. More and more apps are now being moved out of datacenters to a cloud-based infrastructure. In order for an optimized and secure delivery of these applications, IT needs specific network appliances called Application Delivery Controllers (ADCs). These ADCs come in hardware, virtual, and containerized form factors, and are sized by Network Administrators based on the current and future usage of applications. The challenge with this is that it’s hard to foresee sizing or scalability requirements for these ADCs since users are constantly increasing, and applications are consistently evolving, as well as moving out of datacenters. Complicating matters, most ADCs are fixed-capacity network appliances that provide zero or minimum expansion capability
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Citrix

The Help Desk Is On The Critical Path For Pandemic/Disaster Recovery

Published By: Citrix Online     Published Date: Aug 09, 2010
When a workplace disruption hits, you need to act fast to ensure your employees are safe, keep them informed and maintain productivity. This new Forrester white paper explores the critical role that the help desk should play in your organization's business continuity planning.
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citrix, business operations, workforce management, recovery, it operations, help desk, critical path, call centers, business security, workplace, disaster recovery, internet security, call center management, call center software, desktop management
    
Citrix Online

Scale-Out Data Protection; How it promises to revolutionize recovery capabilities for enterprises

Published By: Commvault ABM Oct     Published Date: Nov 13, 2017
It appears that agility and efficiency are coveted by basically everyone involved in protecting and managing data- especially those people struggling to simultaneously keep up with sprawl and meet ever-heightening expectations. One answer to these storage-related challenges centers on introducing a software-defined layer that abstracts and normalizes underlying storage repositories while still enabling already-deployed best of breed componentry to do what it does best.
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data protection, scaling, recovery capabilities, enterprise management, storage, organization, commvault
    
Commvault ABM Oct

HCA Improves Efficiency, Gains Visibility and Centralizes Travel and Expense Processing with Concur

Published By: Concur Technologies     Published Date: Oct 01, 2015
Founded in 1968, Nashville-based HCA is the largest hospital system in the world, with 165 locally managed hospitals and 115 freestanding surgery centers in 20 states, China and England. Since its inception, HCA’s focus has always been centered on patient care, with an ongoing mission to deliver high-quality, cost-e?ective healthcare in the communities it serves.
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travel and expense processing, patient care, high-quality cost-effective healthcare
    
Concur Technologies

DRM PeopleSoft Adapter Product Overview

Published By: Datavail     Published Date: Nov 03, 2017
“One of the most popular MDM solution is Oracle Hyperion Data Relationship Management. Oracle DRM is used to resolve the challenges across the people, processes, and tools that go into the tasks of data management. Although Oracle DRM is a powerful software, it nevertheless presents challenges for organizations seeking to integrate it with other Oracle applications such as PeopleSoft Financials – DRM is unable to automatically push updates made within its system to PeopleSoft. As a result, changes in DRM to cost centers, project centers, trees, and hierarchies must be manually updated in PeopleSoft Financials – a tedious process that can take hours every day. The good news is that these challenges can be easily addressed with the support of partners such as Datavail.
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Datavail

How to Create the Best Shopping Experience for your Lawn and Garden Customers

Published By: Epicor     Published Date: Oct 29, 2018
Times are changing. Consumer’s attitudes towards gardening have changed dramatically in recent years. The garden and landscape industries are still powerful draws, but competition for consumers’ attention is fierce-successful garden retail centers must adjust to these changing times. In this whitepaper, written by retail garden and hardware industry expert Ian Baldwin, explains the importance of customer loyalty by understanding and adapting to the new ways customers shop by matching the in-store experience to today’s buyers’ needs. View this whitepaper written by industry expert to learn how to create the best shopping experience for your lawn and garden customers.
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customer loyalty, customer engagement, garden retail, garden center customers, customer loyalty, customer satisfaction, online merchandising
    
Epicor

A SOLID DATA CENTER STRATEGY STARTS WITH INTERCONNECTIVITY

Published By: Equinix     Published Date: Oct 27, 2014
Connections are great. Having a network to connect to is even better. Humans have been connecting, in one form or another, throughout history. Our cities were born from the drive to move closer to each other so that we might connect. And while the need to connect hasn’t changed, the way we do it definitely has. Nowhere is this evolution more apparent than in business. In today’s landscape, business is more virtual, geographically dispersed and mobile than ever, with companies building new data centers and clustering servers in separate locations.
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data center, enterprise, cloud, experience, hybrid, performance, strategy, interconnectivity, network, drive, evolution, landscape, server, mobile, technology, globalization, stem, hyperdigitization, consumer, networking
    
Equinix

A Solid Data Center Strategy Starts with Interconnectivity

Published By: Equinix     Published Date: Mar 26, 2015
Connections are great. Having a network to connect to is even better. Humans have been connecting, in one form or another, throughout history. Our cities were born from the drive to move closer to each other so that we might connect. And while the need to connect hasn’t changed, the way we do it definitely has. Nowhere is this evolution more apparent than in business. In today’s landscape, business is more virtual, geographically dispersed and mobile than ever, with companies building new data centers and clustering servers in separate locations. The challenge is that companies vary hugely in scale, scope and direction. Many are doing things not even imagined two decades ago, yet all of them rely on the ability to connect, manage and distribute large stores of data. The next wave of innovation relies on the ability to do this dynamically.
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data center, interconnectivity, mobile, server clusters, innovation, data storage, storage
    
Equinix

Equinix Customer Success Story: Fortune 500 Financial Services Company

Published By: Equinix     Published Date: Mar 26, 2015
A leading U.S.-based financial services firm was faced with the growing challenge of providing consistent application performance to a vast employee base and nationwide network of partners. The company turned to Equinix to help redesign its network, both to improve performance and prepare for a move to a cloud-enabled environment. Equinix worked with the firm to deploy bi-coastal Equinix Performance Hubs, extension nodes of the company’s existing network placed in strategically located Equinix International Business Exchange (IBX) data centers. A Performance Hub moves services closer to end users and provides direct access to networks and cloud providers. By deploying Performance Hubs, the customer created a high-performance services platform for its business. The result was a dramatic decrease in network latency, improvements in application performance and an enhanced user experience.
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financial services, cloud-enabled environment, cloud providers, network latency, application performance, enhanced user experience, it management, enterprise applications
    
Equinix

Transforming Yesterday’s Call Center into Tomorrow’s Engagement Center

Published By: Evariant     Published Date: Apr 03, 2017
Health systems must capitalize on every patient and consumer interaction—from fielding the first inquiry to actively supporting proactive health, ongoing care, and recovery—to achieve a “trusted provider” status in the eyes of consumers and patients. Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands. Download your free copy of this eBook to learn why sophisticated health systems are transforming yesterday’s call center into tomorrow’s engagement center.
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patient engagement, call center, improved care continum
    
Evariant

Transforming Yesterday’s Call Center into Tomorrow’s Engagement Center

Published By: Evariant     Published Date: Apr 09, 2018
Every consumer or patient call into a health system’s call center is an opportunity to create a highly-personalized experience that ensures patient loyalty and extends patient lifetime value. Healthcare providers have a tremendous opportunity to invest in solutions and processes that can transform their call center into a profit center by driving smarter patient engagement. Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands. Download your free copy of this eBook to learn how to make the transformation from traditional call center to strategic patient engagement engine that drives growth in patient acquisition and lifetime patient value.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant

Deliver Customer-Centric Experiences with Proactive Call Centers

Published By: Evariant     Published Date: Apr 09, 2018
If you're going to commit to providing the highest quality care to patients, improving the customer experience and providing proactive service that builds lifetime relationships with patients is a requirement. By creating a comprehensive 360 view of the caller, agents are armed with the right context and talking points to provide a highly personalized, more informed experiences on-the-fly. Watch this presentation to capitalize on every customer interaction to build deeper, more personalized relationships with their prospects and existing patients, effectively transforming the call center into a profit center. Watch the presentation now.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant

Transforming Yesterday’s Call Center into Tomorrow’s Engagement Center

Published By: Evariant     Published Date: Jul 02, 2018
Every consumer or patient call into a health system’s call center is an opportunity to create a highly-personalized experience that ensures patient loyalty and extends patient lifetime value. Healthcare providers have a tremendous opportunity to invest in solutions and processes that can transform their call center into a profit center by driving smarter patient engagement. Yet, the majority of call centers today do not deliver the robust, personalized support capabilities today’s patients and consumers expect, and the current healthcare marketing environment demands. Download your free copy of this eBook to learn how to make the transformation from traditional call center to strategic patient engagement engine that drives growth in patient acquisition and lifetime patient value.
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patient experience, call center, improved care continuum, access center, customer experience, patient journey
    
Evariant

Lessons in Personalization: What Healthcare Can Learn from Retail Call Centers

Published By: Evariant     Published Date: Nov 20, 2018
As the healthcare landscape continues to move toward a customer-centric approach, there’s a lot healthcare can learn from retail. More specifically, lessons from retail call centers offer the healthcare sector best practices to provide better personalization in their engagements with consumers and patients – before and after clinical encounters. This guide explores three ways retail call centers provide experiences that healthcare leaders can incorporate to provide the personalization needed to impact consumers in today’s evolving healthcare marketing landscape.
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patient engagement, call center, healthcare crm, patient experience, patient acquisition, healthcare transformation
    
Evariant

Next Generation Call Center

Published By: Evariant     Published Date: Jun 18, 2019
In healthcare, a traditional call center experience can feel much like calling a cable company—detached, dull, frustrating. Personalized engagement is critical to the future of healthcare, but call center agents are often not given the tools to meet consumer expectations. Agents may be limited to a basic set of functions with minimal insights on patient journeys. Download this infographic which highlights the enormous opportunity healthcare providers have to modernize their approach to the call centers.
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Evariant
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