This entry in No Jitter's Technology Leadership Series discusses concepts and architectures for bringing continuity to the contact center experience. It's intended to show communications professionals how they can (and indeed must) become even more crucial to the success of the customer journey.
Unified Communications as a Service (UCaaS) addresses the major barriers to SMB adoption of UC by providing a hosted solution for consolidating communications.
The good news for contact centers is that implementing
a mobile customer care program that meets these
standards does not have to be daunting; a best-in-class
program can be accomplished using existing contact
center technology in most companies.
This white paper describes the current state of the B2B video communications market, its challenges and how OVCC is responding to the difficulties that companies encounter when trying to use video communications outside their own system.
This case study examines OVCC member Cisco's process of finding a fully managed and OVCC compliant immersive videoconference solution. After reviewing proposals Cisco chose OVCC member AT&T to assist in providing and managing its immersive videoconferencing through AT&T Telepresence Solution.
Part I of a series that OVCC commissioned Forrester Consulting to evaluate the current market of B2B video communications globally, focusing on the varying perceptions of three distinct roles that influence adoption and purchasing: the business, IT, and information workers' perceptions.
An increasing number of providers have launched hosted Lync services and sell them mainly to large enterprises. However, not all providers of hosted Lync services have comparable capabilities.
Delivering Cost Effective Enterprise Communications Solutions via WebRTC
As more and more calls come into contact centers from mobile devices, companies have an increased opportunity to enhance the customer experience by leveraging the capabilities of mobile devices interacting with self-service applications such as IVR. Aspect Text2IVR lets the customer enter free-form data such as name, address and other information that is hard to recognize for speech recognition systems via the convenient channel of SMS. All of this while interacting with the IVR - enabling faster and more accurate data exchange.
Omni-channel interactions fill the gap between the use of
multiple channels and driving customer delight through superior
service. They do so by helping firms ensure the consistency and
personalization of the messages they deliver to their customer
via each channel. This report will highlight how omni-channel
contact centers compare to their multi-channel counterparts
across key performance indicators, such as customer retention
rates and first contact resolution rates. It will also provide an
overview of the building blocks companies put in place to deploy
a successful omni-channel customer care strategy.