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.
Published By: Genesys
Published Date: Dec 11, 2013
Read Now: The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD.
Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to:
• Enhance Customer Experience
• Virtualize your customer service environment
• Reduce Total Cost of Ownership (TCO)
Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment. Read Now.
The end of support date for Windows XP–April 8, 2014 is rapidly approaching, after which the potential for security vulnerabilities will dramatically increase. Companies with lots of Windows XP machines still in use need help upgrading in this compressed timeframe. Lenovo has an answer, as its Image Technology Center (ITC) services along with the Lenovo In-Place Migration (IPM) product can help internal IT staff quickly and successfully migrate from Windows XP to Windows 7 or Windows 8 with a minimum of disruption to users and the organization.
Published By: CA WA 2
Published Date: Oct 01, 2008
Data Center Automation enables you to manage change processes, ensure configuration compliance and dynamically provision servers and applications based on business need. By controlling complexity and automating processes in the data center, your data center becomes more adaptive and agile. Effective Data Center Automation lets you leverage virtualization, manage capacity, and reduce costs and also helps reduce energy usage and waste.
Published By: Genesys
Published Date: Feb 27, 2018
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organizations are taking advantage of the benefits of cloud for contact centers.
This eBook, focuses on two profiles for small contact centers, small business and small of large - a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realize a return on investment in as little as three months!
Download this eBook and learn:
• How to calculate ROI and time-to-value in different types of small contact center profiles
• What factors to consider when selecting a cloud vendor
• Three common myths about the cloud
One of the largest retail banks in the U.S. sought to improve customer satisfaction
in the call center by eliminating time-consuming processes. Limited by a nonspeech-
enabled IVR, the bank was constrained to outdated authentication
options, such as PIN numbers and knowledge-based authentication (KBA)
questions. Long enrollment processes and authentication challenges were
driving call handle times up, causing significant customer frustration. The bank
turned to Pindrop for help.
Using Pindrop’s multi-factor authentication solutions, the bank confidently
moved authentication away from costly agent-based KBA questions to passively
authenticating callers within the IVR. This not only reduced call handle times but
also improved customer account protection, by assessing every caller for risk
before enrollment and authentication.
In our always-on, always-connected world, healthcare consumers expect instant access to customer service, not just from 9 AM to 5 PM. It’s often no longer good enough for health plans to staff call centers during standard business hours. Members today typically want to be able to log in and help themselves to the answers they need from self-service channels whenever they want — and they want the experience to be highly personal.
One contact center benchmark study (see next page) revealed self-service channels can be a win-win for both businesses and consumers.1 When done well, self-service solutions can help businesses improve customer satisfaction while reducing costs. And consumers appreciate the convenience of getting answers quickly and efficiently.
Published By: Genesys
Published Date: Feb 12, 2019
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organisations are taking advantage of the benefits of cloud for contact centers.
This eBook, focuses on two profiles for small contact centers, small business and small of large – a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realise a return on investment in as little as three months!
Download this eBook and learn:
How to calculate ROI and time-to-value in different types of small contact center profiles
What factors to consider when selecting a cloud vendor
Three common myths about the cloud
Private cloud-as an approach to IT operations-calls for organizations to transform their data centers, including the network. Using strategic points of control to aggregate and dynamically provision IT resources can help organizations meet network-related challenges and move past the hype to successfully build, deploy, and secure private clouds.
Increase utilization, decrease energy costs with data center virtualization In the past, IT departments have responded to demands for new services and better performance by adding more hardware, resulting in underutilized technology silos and server sprawl. Today, many organizations are turning to virtualization technologies that facilitate consolidation and increased utilization. In short, virtualization brings the ability to pool, share and dynamically reallocate data center resources – and helps fulfill the promise of higher utilization and lower energy consumption and lower costs.Join us and learn why HP is well prepared to help you assess and address your needs. Find out what key virtualization partners -- such as VMware, Microsoft and Citrix – bring to the table and how HP can help you leverage their technology and expertise.
Written by: Forrester Research and Sponsored by: Art Technology Group, Inc. In 2008, contextual, task-related help means more than a toll-free number on a booking page or a FAQ section on your Web site. It means being more relevant and personal and helping travelers in the channel they prefer immediately so they aren't driven to other channels - or worse, a competitor's site.
Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices.
Being able to monitor and respond to patient inquiries quickly and effectively is critical to creating a positive clinical experience and delivering successful products. But compiling and monitoring this data to address customer concerns in a timely way is a challenge when you have disparate sources and systems, global teams, and multiple patients.
Read how a top 10 global pharmaceutical company worked with Slalom and AWS to design and implement a unified and globally distributed event and inquiry data reporting system. By combining three types of requests into one solution, the company has improved the customer experience and increased call center and data input operational efficiency by 50%.
Learn how to
Increase access to relevant data to help inform future or ongoing clinical trials
Adapt your existing system development processes to an agile approach
Engage with Slalom and AWS throughout the lifecycle of a healthcare engagement
An integrated virtual call center isn't just another piece of technology, it's an important strategic asset. Download this white paper to learn how an integrated virtual call center can work to help your sales team close more business.
Stop to think about how – and how often – your business interacts with customers. Every day, with each interaction, data is created. What percentage of the data generated by these interactions are you using? There are so many channels for interaction, like social media, call centers, sales staff, help and support resources, marketing and campaigns.
Typically, organizations believe that they are using only a small fraction of it effectively – at best, upwards of 10 percent of all the available data. Why? One reason relates to the difficulties in collecting all this data. This limitation is beginning to wane as commodity hardware becomes increasingly popular for big data storage. But another major inhibitor to examining all customer data has been the inability to examine millions, or even billions, of data points that constitute the customer picture. And much of this is now in the form of unstructured text inputs.
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.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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