The different approaches to cloud contact center architectures
Turning unstructured data into exceptional customer experience
An increasing number of providers have launched hosted Skype for Business services and sell them mainly to large enterprises. However, not all providers of hosted Skype for Business services have comparable capabilities.
This paper will examine the limitations of legacy room systems, and will demonstrate how migrating to a Lync Room System experience with leading-edge tools can improve the collaborative experience for room-based meetings.
Zeus Kerravala of ZK Research explains why Hosted Collaboration Solutions are ready for prime time.
This national study looked at consumer attitudes, expectations, preferences and customer service priorities by generation. We paid special attention to the voice of Millennials, aka "Generation Y," because their views on customer experience usher in an entirely new wave of digital expectations to the marketplace.
How transportation and first responders are improving emergency telephone systems with VOIP.
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.