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.
Published By: CodeBaby
Published Date: Nov 27, 2012
Healthcare organizations are integrating intelligent virtual assistants to enhance online experience and reduce costs. This guide overviews the capabilities and benefits of using virtual assistants to engage, optimize, and complement existing service channels.
Aberdeen’s research shows that 90% of Best-in-Class marketers report fueling lead generation efforts with content marketing. What do you need to know to follow this best practice of the Best-in-Class? That’s exactly what this Knowledge Brief is intended to uncover.
Published By: Broadsoft
Published Date: May 25, 2017
This eBook is for contact center management and business executives looking for ways to increase the efficiency and productivity of their contact center.
• If yours is an existing contact center with infrastructure that has been built up over the years, this eBook provides best practice steps to break down the resulting application silos, unify them, and improve the operational efficiency of your contact center.
• If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this eBook will provide best practices to prevent building application silos.
Published By: Broadsoft
Published Date: May 25, 2017
This whitepaper is for contact center management and business executives looking for ways to optimize the business performance of their contact center.
• If yours is an existing contact center with infrastructure that has been built up over the years, this whitepaper provides bestpractice steps to break down the resulting data silos, unify them, and optimize your contact center for business performance.
• If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this whitepaper will provide best practices to prevent building data silos.
Published By: Castelle
Published Date: Nov 01, 2006
Castelle’s integration provides seamless fax integration with native Notes services like logging and reporting, and lets faxes be managed just like other Notes email, with all of Domino’s native security, administration, and customization capabilities.
Organizations today depend upon their networks to increase productivity and reduce network infrastructure and maintenance costs. Accordingly, these networks must be secure and perform reliably in order to accommodate geographically dispersed users. Unplanned remote site downtime due to equipment failure or adverse environmental conditions can severely impair network service.
This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR.
Published By: Genesys
Published Date: Oct 16, 2013
Presumably, service-oriented businesses already have customer relationship management (CRM) and business process management (BPM) systems in place that create workflows and processes. However, traditional systems aren't enough - they often result in blind spots in the completion of work processes.
To meet the increasing demands of customers in today's fast-paced marketplace, you need a way to manage these efficiency gaps - to effectively assign work and monitor completion. In other words, you need workload management.
Download this resource to get a more in-depth look at the shortcomings of traditional customer service processes, and learn how enterprise workload management can help you overcome these issues as well as:
• Create a holistic view
• Increase flexibility
• Reduce cost
• And more
As a provider of cable television, telephone, and high-speed Internet for the City of Burlington, Vermont, Burlington Telecom (BT) offers communication services to more than 16,000 homes. By the end of 2008, BT’s communications infrastructure will allow every home and business in the city to have access to its fiber optic network.
Considering adding a contact center to your business? Our analyst-written buyer's guide is a great place to start your search. We provide you with an in depth market overview, a rundown of standard and advanced features and will point you in the direction that will be most beneficial and efficient for your organization.
Published By: MindTouch
Published Date: Mar 08, 2019
Chatbots are hungry and knowledge management is the secret sauce.
Chatbots are all the rage. They help customers find information and answers. They help contact centers automate tasks and create considerable efficiency gains. How, then, do organizations ensure their chatbots consistently deliver A+ experiences?
The answer is knowledge management.
Without the availability of rich, relevant content, chatbots have very little to work with during customer interactions. They won’t be able to accurately match user intent with the right information. And that’s no good for the customer. How knowledge management changes all that is the topic of our latest whitepaper.
Herkömmliche Contact-Center benötigen kostspielige Vor-Ort-Technologien für die automatisierte Anrufweiterleitung,
interaktive Sprachantworten, computerbasierte Telefonie-Integration, Anrufaufzeichnung und die Berichterstellung für
das Management. Das ist sowohl kosten- als auch arbeitsaufwändig. Ohne eine zusätzliche Bereitstellung ist es zudem
schwierig, eine gleichbleibend hohe Sicherheit, Verfügbarkeit und Leistung zu gewährleisten.
Budgets are tight in today's business environment. You may be asked to do more with less. Take a look through your equipment room. You may have several devices that work just fine, but they are not visible via your network management system (NMS).
Published By: Genesys
Published Date: Dec 20, 2018
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid.
Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies.
This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact center, including:
• The size of your contact center, and business requirements such as customer journey management
• The location and quantity of contact centers being managed
• The need for scalability, speed of deployment, and maintenance requirements
Shopping for a contact-center solution can be confusing and frustrating, so let us do the leg work for you! This easy-to-use guide compares the major vendors offering contact-center solutions today, including Genesys, Oracle, Verizon and many others.
The use of pollable remote access units enable integration of phone systems with telecommunications management, plus system-wide access, monitoring and alarm notification that includes unmanned remote sites. Few telephone networks connect a user base that is involved in such a multitude of vital services as local government.
Covering All Points of Attack. As the availability of product and service information on the Internet grows, both the providers and receivers of service have larger networks through which to communicate, interact and transact.
The business landscape is evolving; the traditional way people work together-in the office or in the field-looks very different today than it did just a couple of years ago. Download this webcast to learn how Microsoft Dynamics CRM empowers you to take advantage of your existing technology investments to extend the reach of your business and enable your mobile workforce to drive better business results.
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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