White Paper |
Provided By |
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| Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access | |
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Companies should focus on customer loyalty during a difficult economy to protect revenue and ensure the continuation of the most important customer relationships. Innovative technologies can consolidate information about customers and their opinions from all relevant sources, providing cost-effective, customer-centric insight that gives every customer service representative the 360 degree view of the customer that ensures excellent service. Download now |
SearchCRM.com |
| VoIP Without Hype: What Businesses Need to Know | |
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Promising as the savings message may be to consumers, the lure of VoIP is even stronger for businesses - whose monthly LD bills are often in the hundreds or even thousands of dollars. VoIP can not only cut these costs straight to the bottom line, but also identify issues such as dropped calls and poor audio quality. Discover the pros and cons of using VoIP for your call center in this whitepaper. Download now |
SearchCRM.com |
| PBX Buying Guide: How to Choose the Right Phone System for Your Business | |
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While moving to an IP phone system can create a number of advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. Learn the seven steps you need to consider in choosing your phone system. Download now |
SearchCRM.com |
| Avaya's Top 11 Tech Trends of 2011 | |
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Topping this year's list: #1: Compliance catalyzes collaboration #2: Consumerizing the enterprise accelerates #3: Social media morphs from add-on to integrated Download now |
Avaya |
| Contact Center Security - Moving to the True Cloud | |
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Moving to the Cloud, or a true Cloud platform, provides significantly more business benefits than a traditional infrastructure, however confidence in Cloud security is a justifiable and top of mind concern. This white paper will address and assess what comprises Cloud security, as well as tips on how to choose a "true cloud" contact center provider. Download now |
SearchCRM.com |
| Virtual Queuing with Fonolo: Eliminate Hold Times and Improve Your Customer Experience | |
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Fonolo's approach to improving the call center is radically different from anything you've seen before. Rather than asking you to install new hardware or software, Fonolo integrates with the call flow by bridging every call between your agents and your customer. Read this paper about virtual queuing with Fonolo and learn how to eliminate hold times and improve your customer experience. Download now |
SearchCRM.com |
| 5 Trends Making News and Driving Change in Contact Centers | |
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Communications technology and solutions have entered a realm only dreamed of even 10 years ago. Millions, if not billions, of people each day are carrying on “conversations” that can influence any organization’s strategies. How effectively are you listening — and responding — through your contact center? Download now |
Avaya |
| The Business Value of a Cloud-Based Contact Center | |
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This research paper from Aberdeen Group discusses how Best-in-Class call centers realize reduced costs and higher call center uptime resulting from flexible call center technology. Download now |
Five9 |
| Can Your Contact Center Keep Up with the Changes? | |
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The biggest challenge facing today’s contact centers is that they do their jobs too well. Contact centers are mostly narrowly purposed business units that are phenomenally efficient at fine-tuning the balance between quick response and cost-control for voice calls. So what’s the challenge there? The challenge is that this comfortable state of affairs is about to end—forever. And most centers are unprepared for what is already starting to happen to them. Today’s contact centers are beginning to wrestle with some of the most wrenching changes in how service is delivered that have occurred in decades. Facing pressure from different directions, managers have to be agile in a way that they’ve never had to be agile before. This white paper explores some of those challenges and provides insights on how contact centers can be more proactive to remain fleet of foot in the competitive race. Download now |
Calabrio |
| Seven Sites, One ACD: inContact Answers the Call for Statewide Helpline | |
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This white paper covers the customer experience of Washington Information Network 2-1-1 (WIN211), a non-profit network of call centers charged with community service referral, in deciding upon and implementing an automatic call distributor (ACD) platform. WIN211 required, among other things, a platform that could handle call routing to multiple centers across the state with different equipment and constantly-shifting call volumes. After some consideration, WIN211 decided upon a software-as-a-service (SaaS) platform over an on-premise solution, and deployed inContact's call center platform. The white paper covers the competing considerations at play during the decision making process, how inContact's offering measured up, and how it performed upon implementation. Download now |
SearchCRM.com |
