contact centers

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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
Tags : cloud contact center, ccng, analytics. remote working, non-voice channels
     8x8 Inc.
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
Tags : contact center, global growth, cloud-based contact, call quality
     8x8 Inc.
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.
Tags : 8x8, cloud contact center, remote work, scalability, cloud computing
     8x8 Inc.
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.
Tags : contact center, global economy, customer support, cloud offerings, 8x8
     8x8 Inc.
By: 8x8 Inc.     Published Date: Aug 15, 2017
Agent attrition in contact centers is on the rise. One reason for this is the lack of adequate coaching. Coaching drives higher agent engagement and motivation to outperform, however requires that supervisors develop a comprehensive quality management program. This paper offers best practices on how to develop a world-class quality management program.
Tags : 8x8, quality management, contact center, customer experience, employee productivity
     8x8 Inc.
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.
Tags : contact center, modern customer, customer engagement, customer experience, data analytics, disaster recovery
     8x8 Inc.
By: AT&T     Published Date: Nov 07, 2011
Contact center hosting and cloud-based solutions are fast becoming integral to enabling customer care service for enterprises.
Tags : contact center services, contact center, trends in contact centers, services, solutions, customers, enterprises, at&t, att, at+t, mobile devices, communication, information, exchange, cloud
     AT&T
By: AT&T     Published Date: Nov 07, 2011
Contact center hosting and cloud-based solutions are fast becoming integral to enabling customer care service for enterprises.
Tags : contact center services, contact center, trends in contact centers, services, solutions, customers, enterprises, at&t, att, at+t, mobile devices, communication, information, exchange, cloud
     AT&T
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.
Tags : 
     Broadsoft
By: Cisco     Published Date: Aug 27, 2015
Read this Ovum white paper to learn the benefits of cloud contact centers, how to choose the best solution, and how to select the right partners.
Tags : cloud contact center, customer experience, cloud contact center solution, cloud solutions, cloud technology, application management
     Cisco
By: Cisco     Published Date: Oct 06, 2015
Hear more about how Customer Engagement has evolved from 'carbon based interaction' (live contact centers) to 'silicon based interaction' (self service applications and communities), and how this is quickly becoming the new recipe for customer engagement success.
Tags : customer engagement, cisco, self service application, customer engagement success, contact centers, networking, it management, enterprise applications
     Cisco
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.
Tags : ovum, cisco, white paper, cloud contact center, contact center solution, cloud technology, data center
     Cisco
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.
Tags : cisco, gartner, magic quadrant, contact center, infrastructure, telephony support, networking
     Cisco
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.
Tags : 
     Cisco
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
Tags : cloud computing, cisco, contact center, best practices, cloud network, data center
     Cisco
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.
Tags : 
     Cisco
By: Cisco     Published Date: Jul 11, 2016
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. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.
Tags : 
     Cisco
By: Cisco     Published Date: Dec 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. Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact cen
Tags : 
     Cisco
By: Corvisa LLC     Published Date: Feb 13, 2015
Is your contact center guilty?
Tags : contact centers, customer experience, vices, the cloud, cloud-based provider, customer interaction, engagement solutions
     Corvisa LLC
By: Five9     Published Date: Aug 16, 2013
Six out of ten contact centers projected to have a cloud-based contact center deployed by the end of 2013. Why? Ultimately, because it will help them be more responsive to their customers, without the prohibitive costs of carrying enough premise-based technology to cover demand spikes. In this concise analysis of two recent contact center executive surveys, Aberdeen Group analysts discuss how cloud-based infrastructure enables contact centers to excel in key activities including center activity reporting, agent performance feedback and more.
Tags : cloud, roi, contact center, crm, solution, technology, premise-based, storage, data center
     Five9
By: Five9     Published Date: Aug 01, 2019
Today’s hospitality professionals compete on customer experience and this trend will define the shape and scope of contact centers well into the next decade. To deliver the level of seamless experiences that customers expect, contact centers will need to harness all the advantages technology can offer – specifically, the cloud – to create an “intelligent cloud contact center” that utilizes machine learning and real-time data analysis. So, step one is to move your contact center to the cloud. ASAP. Once you are operating a cloud contact center, the next step is to start leveraging everything this enables you to do. This is where the “Intelligent Cloud Contact Center” comes into play.”
Tags : 
     Five9
By: Genesys     Published Date: Jun 07, 2013
A look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.
Tags : contact centers, customer service, solution, technical, technology, drive business, strategy
     Genesys
By: Genesys     Published Date: Jun 10, 2013
SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs.
Tags : session initiation protocol, sip, acd automatic call distribution, contact centers, voice, technology, customer service, solution, networking, it management, enterprise applications
     Genesys
By: Genesys     Published Date: Jun 11, 2013
Your new all-in-one contact center should include all of the tools needed to support efficient and effective customer service. Great contact center solutions allow you to do more with less; less IT time to deploy and monitor; less agent time to answer and resolve customer requests; and less administrator frustration as they try to adjust resources to meet operational demand.
Tags : contact centers, customer service, solution, technical, technology, drive business, voice, strategy, networking, data management
     Genesys
By: Genesys     Published Date: Jun 20, 2013
The right contact center is a business advantage, because delivering exceptional service to your customers improves their satisfaction and loyalty, and results in increased revenues. The right contact center can also reduce TCO by reducing the need for IT support and replacing inflexible voice-only ACDs that have become expensive to maintain across one or many sites.
Tags : contact centers, customer service, solution, technical, technology, drive business, voice, strategy, enterprise applications, data center
     Genesys
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