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contact center as service

Results 1 - 25 of 34Sort Results By: Published Date | Title | Company Name
Published By: Genesys     Published Date: Jun 13, 2018
Compare leading contact center infrastructure vendors. In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” 1 — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” 1 — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process
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leadership, customer engagement, decision making
    
Genesys
Published By: Genesys     Published Date: Jun 06, 2017
Interactive Intelligence, a Genesys company, Named a Leader 2 years in a Row
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gartner report, magic quadrant, genesys, contact centers, contact center as a service, cloud contact center solutions, cloud soulutions
    
Genesys
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
Published 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.
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customer engagement, cisco, self service application, customer engagement success, contact centers, networking, it management, wireless, enterprise applications
    
Cisco
Published By: Genesys     Published Date: Oct 16, 2013
The existing upgrade paths from legacy PBX and ACD suppliers make it difficult for contact center executives to contemplate the future of customer service on their own terms. If your ACD-based contact center has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based contact center solution. SIP delivers two important advantages over legacy switching: 1. SIP is based on open standards, so you can choose hardware and software that is best suited for your environment. 2. SIP’s capability extends beyond voice to new media types such as mobile, social media and video. SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs. Learn more about how to build the next-generation customer service platform.
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contact center, customer service, social media, mobile, sip, technology solution, technology, enterprise applications
    
Genesys
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.
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automatic call distributor, acd, contact senter, legacy call center infrastructure, multi-channel contact center, ip/sip technology, total cost of ownership, tco, genesys, telecom
    
Genesys
Published By: Genesys     Published Date: Jul 27, 2016
Customer service has been, and will continue to be, a central concern for most companies. Designing and delivering a positive customer experience relies heavily on the framework and capabilities of your call center or contact center, specifically the ability to support omnichannel interactions. The IDC MarketScape examines 12 key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer term strategies that impact their ability to service customers and gain market share going forward.
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys
Published By: Genesys     Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business. Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: • Compare cloud contact center solutions based on the strength of their technology platforms • Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics • Understand each vendor’s market impact and why Genesys was chosen as a leader
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ovum, multichannel cloud contact center, contact center, decision matrix
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Compare leading contact center infrastructure vendors. In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” 1 — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” 1 — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process 1 Gartner Peer Insights rev
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Genesys
Published By: Black Box     Published Date: Nov 24, 2015
Black Box can help you get the most out of your technology investment. We partner with customers to identify the right solutions for strategic IT needs that add value to your business. Our portfolios of Wired/Wireless, UCC, and IT Service solutions, and our depth of expertise, deliver positive business outcomes for evolving IT business scenarios. Black Box takes a vendor-independent approach to deliver the right solution, on the right network. Our long-term, established relationships with best-in-class IT technology providers allow us to offer objective, vendor-neutral solutions designed to meet a broad range of IT requirements. With more than 4,000 team members & 200 offices in 150 countries, we offer global capabilities with local expertise, and are committed to driving business success through IT excellence. Our passion to IT communications is unsurpassed, and we will work with you to find the ideal solution for today’s challenge while helping to anticipate tomorrow’s needs.
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voip solutions, contact center solutions, business phone systems, ucc, it services, it solutions, it security, it infrastructure, uc solutions, mobility solutions, cloud solutions, enterprise business solutions, data center cloud service, it disaster recovery, network services, video collaboration
    
Black Box
Published By: ServiceNow     Published Date: Oct 11, 2017
Customer service and contact centers are on the front lines representing organizations. Their successful handling of service issues helps deliver on the promise of a great customer experience. To continue meeting the demands of customers — while fulfilling the organizational goal of delivering a differentiated service experience — the modern customer service organization requires a seamlessly integrated front-office to back-office enterprise applications architecture and set of processes. As products and services become more technical in nature — think IoT devices — this interconnectedness is essential. Systems and customer support staff must be informed and enabled through technology to provide a contextualized experience that meets the customer's needs. Consistency across channels, proactive service, knowledge of a customer's past service requirements, technical skills, and rapid assessment and response will be essential requirements for modern customer service, which in turn creates
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ServiceNow
Published By: Genesys     Published Date: Apr 07, 2017
To meet the growing demand for digital interactions, both CRM and CCI (contact center infrastructure) vendors have added a range of digital channels to their portfolios. CCI vendors are focusing on offering an integrated omnichannel customer engagement platform, to improve their appeal to the customer service software market. The challenge for IT leaders is to decide which engagement channels should be managed by which vendors. This Gartner report discusses: - Three procurement strategies IT leaders can adopt to achieve their business goals for omnichannel (voice plus all digital channels) - Strengths and challenges associated with each strategy - Key considerations for omnichannel success
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genesys, contact center infrastructure, cci, omnichannel success, cci vendors
    
Genesys
Published By: Interactive Intelligence     Published Date: Jul 21, 2010
DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.
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interactive intelligence, contact center solution, customer satisfaction, communications as a service, caas, sip, hosting, tco, ip networks
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Dec 02, 2010
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
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interactive intelligence, sms, media channel, short message service, wireless, mobile communications, gsm, social media
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.
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contact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution, planning solutions
    
Interactive Intelligence
Published By: LiveOps     Published Date: Aug 03, 2012
This paper will first discuss the impact of cloud computing, consumerization of IT, and the emergence of social media in driving the transition from traditional on-premises call centers to a superior model, the cloud contact center.
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cloud computing, consumerization of it, consumerization, on-premises call centers, cloud contact center, contact center operations, functionality, cloud-based customer service, mirgation, social media, crm, customer relations management, availability, innovation, scalability, security, self-service, staffing, workforce, data center
    
LiveOps
Published 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.
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contact center services, contact center, trends in contact centers, services, solutions, customers, enterprises, at&t, att, at+t, mobile devices, communication, information, exchange, cloud, cloud computing, data center design and management, content management
    
AT&T
Published By: SAP     Published Date: Mar 28, 2011
See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits.
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sap, sap business communications management, sap crm, ip networks
    
SAP
Published 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.
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contact center services, contact center, trends in contact centers, services, solutions, customers, enterprises, at&t, att, at+t, mobile devices, communication, information, exchange, cloud, infrastructure, network architecture, cloud computing, data center design and management, content management
    
AT&T
Published By: Oracle     Published Date: Nov 13, 2013
Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.
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zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions, cloud service platform, social media, risk alienating customers, saas, customer experience, brand is customers, it complexity, service improvements
    
Oracle
Published By: Oracle     Published Date: Nov 13, 2013
Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
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zenithoptimedia, oracle, knowledge management, transform customer service, oracle comprehensive solution, optimize customer service, contact center, web self-service environment, support experience, reduce service costs, competitive differentiation, strategically implemented knowdge, knowledge management initiative, web self-service goal, collaborative knowledge creation, enterprisewide, customer service deployment
    
Oracle
Published By: Oracle     Published Date: Nov 13, 2013
Social-enabled contact centers leverage social interactions to build stronger relationships with customers, deliver consistent and relevant brand experiences across touch points, and better engage customers with employees and partners. There are 3 capabilities your company will need to be successful.
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zenithoptimedia, oracle, rightnow cloud service, contact center, valued customers, social-enabled customer service, customer conversations, social media, twitter, facebook, crowd service, agent-assisted service, crowd-sourced knowldge
    
Oracle
Published By: Oracle     Published Date: Nov 01, 2013
Social-enabled contact centers leverage social interactions to build stronger relationships with customers, deliver consistent and relevant brand experiences across touch points, and better engage customers with employees and partners. There are 3 capabilities your company will need to be successful.
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zenithoptimedia, oracle, rightnow cloud service, contact center, valued customers, social-enabled customer service, customer conversations, social media, twitter, facebook, crowd service, agent-assisted service, crowd-sourced knowldge, cloud computing
    
Oracle
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