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Next-Gen Cloud Contact Centers for Dummies

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ICMI Multichannel Forecasting & Scheduling Tool Kit

LiveOps Cloud | 08/09/2016

Can you accurately forecast and staff your call center? It’s a foundation of great customer service. Having the right people in the right place, at the right time is critical, but many lack the tools and the time to truly realize it. When under and overstaffing occurs, it can be difficult to know…

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The Inner Circle Guide to Omnichannel Customer Contact

LiveOps Cloud | 08/09/2016

Digital channels account for around 30% of inbound customer contact, yet they are often disconnected from each other, inconsistent, and may even be more expensive than a voice call.

“The Inner Circle Guide to Omnichannel Customer Contact”, the definitive independent analyst report from Contac…

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CCIQ Cloud Contact Center Report

LiveOps Cloud | 08/09/2016

Examine the call center technology landscape and gather actionable insights with CCIQ’s new Executive Report on Contact Center Technology.

CCIQ surveyed industry leaders and decision makers to determine their top selection criteria for new technology; performance criteria to evaluate existi…

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Giving up Control: The Customer is King Again

Frost & Sullivan | 08/08/2016

Frost and Sullivan recently invited select companies to participate in a new and unique thought leadership forum - our Virtual Think Tank. The executives who contributed their opinions and insights hail from a variety of name-brand companies such as: jet.com, TD Bank, Lincoln Financial Group, and V…

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Don’t Let Communications Tax Compliance Challenges Halt Innovation: Automation Keeps You Competitive

Avalara | 07/28/2016

The communications industry is in a state of extreme change, both in services offered and the way they are delivered. To stay ahead of the competition, communications service providers often offer a variety of new and in-demand services bundled in unique combinations. The complexity and velocity of …

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The Tax Challenges of Accurately Identifying Customer Locations: For Communications Service Providers, There’s a Lot On the Line

Avalara | 07/28/2016

All communications service providers (CSPs) face a wide array of taxation challenges, but one of the biggest variables of all is location. Seemingly simple, it is in fact riddled with complications.

Pinpointing customer location at a granular level is critical for tax compliance and overall …

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CRM BUYER’S GUIDE: Take the guesswork out of your CRM purchase

bpm'online | 07/15/2016

Selecting a CRM system that is a perfect fit for your business is an important step for your organization but may seem like a laborious and complicated task. However, taking the right approach can turn this project into an ROI-positive project with win-win results for your staff as well as your cust…

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A Foundation for Transformative Content Delivery

Ciena | 06/28/2016

To keep up with skyrocketing global demand for social networks and information, including everything from mobile data to high-definition video, content providers must scale and automate their operations as much as possible to keep costs low and performance high. Combining the speed and performance o…

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How to Choose the Right Contact Center Technology

TMCnet | 06/27/2016

In a world where differentiated and sustainable value is increasingly based on delighting customers, making sure frontline people in contact centers have the best tools available to better engage customers by creating great experiences, is paramount. This strategic white paper answers the question,…

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Integrate Contact Center and CRM Data for Better Contact Center Performance

Transera | 06/22/2016

Leverage all the data in your contact center systems to improve performance. Learn how integrating ACD, IVR and CRM data creates a holistic view of customer interactions and delivers actionable insights to improve business success and customer satisfaction. Sample insights include, using analytics t…

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Breaking Down Silos: A Brief Guide on the Importance of Unified Customer Engagement

Transera | 06/22/2016

Integrating your call management and CRM systems eliminates functional overlap and decreases complexity. Read this whitepaper to learn how integrating your ACD, IVR and CRM systems can break down application silos and unify customer engagement to create a centralized global queue for better prioriti…

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The Ultimate Guide to Optimizing your Salesforce powered Call Center

Transera | 06/22/2016

Learn how you can add Voice to Salesforce to gain unified visibility, real-time control, insight into how operations correlate to business performance, and productivity improvements for everyone in the call center. Administrators can set up call center operations in Salesforce while agents make, rec…

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Office Depot Case Study

Transera | 06/22/2016

By moving call management for all their in-house and partner-managed sites to the cloud for a global queue, real-time dashboards and standard performance management reporting, Office Depot reduced outsourcing costs and improved business outcomes. Read how Office Depot took global control of their 34…

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Metrics Infographic

Transera | 06/22/2016

90% of of consumers still prefer the telephone for customer service. This Infographic brings together some key statistics as to why quality phone support is still important, the potential impact on customer retention, satisfaction and sales and the metrics companies are measuring as a result.

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The Chatbot communication revolution and telco messaging gateways

Xura | 06/21/2016

Changes in consumer behavior with the adoption of OTT services and apps, means that device users have shifted away from voice calls as the primary method of interaction to chat. In fact, a preferred way of communication with companies, brands or enterprises today is via chat. With this evolution, c…

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Navigating the RCS Journey in the Google age

Xura | 06/21/2016

The recogniszed and universal operator RCS challenge was recently addressed by the agreement between the GSMA, Google and a number of key mobile operator groups. The intent of the agreement is to ensure that the more than one billion android users will be enabled with a common profile for RCS servic…

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Exploring SS7 fraud that threatens mobile network security and subscriber privacy

Xura | 06/21/2016

Given that mobile communications is a prime target for hackers who desire to penetrate critical infrastructures and businesses, mobile operators must define and implement protective measures quickly to safeguard their networks before subscribers, organisations, and even governments fall prey to misu…

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Network Function Virtualization (NFV) and the evolution of messaging Infrastructure

Xura | 06/21/2016

More than just a buzzword, Network Function Virtualization (NFV) is a complete shift in the architectural approach for most mobile operators as they move from fixed dedicated hardware resources to a dynamic agile network design. Now gaining momentum, this shift is achieved by abstracting functional …

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Navigating infrastructure chaos to implement a future proof messaging solution

Xura | 06/21/2016

We, in the mobile industry, are in the midst of evolutionary chaos, witnessing changing markets, network convergence and disruptive technologies such as virtualization and NFV. Operators are scrambling for options as they observe declines in ARPU, high churn, compressed product lifecycles, shifting …

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7 Tips for More Effective Call Center Scheduling

Monet Software | 06/21/2016

In these challenging economic times, every call, every customer interaction and every dollar counts. Many CRM and contact centers still use spreadsheets or other manual tools to manage their workforce and pay dearly every day, due to inefficient schedules, overstaffing or missed service levels. We h…

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