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Next-Gen Cloud Contact Centers for Dummies

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THE FUTURE OF CUSTOMER EXPERIENCE

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How to get maximum productivity from your remote teams

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Five Ways to Reduce the Cost and Complexity of File Sharing

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Egnyte Solution Overview

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Maximize the Mobile Learning Experience

Avaya | 06/20/2016

Smart Campus: Break down classroom walls with a smart technology strategy.

70% of K-12 and IT administrative decision-makers said preparing students for the future workforce was one of the main drivers for adopting classroom technology. Read how to prepare your network for a digital-first cla…

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Engagement Everywhere

Avaya | 06/20/2016

Engage everywhere to improve everywhere.

Two out of three executives under the age of 35 are frustrated by technology at work, but believe they can be more productive with information sharing, and that better communications will positively impact business growth. Find out how else the digital…

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Building a Borderless Business

Avaya | 06/20/2016

Build a better midsized business without borders.

Empower your employees — through business collaboration and communications solutions like video, audio and web collaboration — to help grow revenues, improve customer loyalty, and boost productivity. Learn more in this white paper.

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Critical Capabilities for Wired and Wireless LAN Access Infrastructure

Avaya | 06/20/2016

Gartner Report: Critical capabilities for your LAN access infrastructure.

Does your wired or wireless LAN access solution have the right capabilities for your enterprise? See how Gartner ranked 14 vendors in six common enterprise use case scenarios in this report.

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Bell Centre Case Study: The World’s Third Largest Event Center Scores Big with Fans

Avaya | 06/20/2016

Unlimited, anywhere connectivity for an always-on event center.

To support fan engagement, meet the demands of event organizers and performers, and enhance digital advertising opportunities, Montreal’s Bell Centre turned to a stable, flexible and powerful networking solution from Avaya. Read …

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Customer Engagement: From Interactions to Relationships

Avaya | 06/20/2016

Differentiate your organization through customer engagement.

Improving customer experiences has replaced operational efficiency gains as the top objective in customer care executives’ agendas. This Aberdeen report details how “best-in-class” firms are achieving greater customer retention and …

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6 Critical Trends in Smart Healthcare Technology

Avaya | 06/20/2016

Discover the technological solutions to deliver better patient outcomes.

From patient satisfaction to mobility to security, technology’s role in healthcare is changing rapidly as costs go up and demands of an aging population skyrocket. Explore this infographic to learn the six major trends i…

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Best Practices for Deploying a Modern, Predictive IVR System

IntelePeer | 06/08/2016

Automated response systems, or IVRs, are a common source of frustration for customers that must wait to speak with an agent and navigate long menus before finding a resolution. In addition, customer expectations for support have increased. Organizations need to prioritize modernization of their IVR …

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How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI

CallMiner Eureka | 05/09/2016

Analytics is one of the most powerful technologies available to contact centers. It helps enhance the customer experience across all touch while reducing operating costs, improving agent productivity, and increasing revenue. And it does points while enabling call centers to maintain TCPA, FDCPA and …

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Moving Beyond Interaction Analytics to an Omnichannel World

CallMiner Eureka | 05/09/2016

Omnichannel is the future of customer service and support. Download the white paper “Moving Beyond Interaction Analytics to an Omnichannel World,” to find out what you can do NOW, to prepare. While speech and interaction analytics have proven invaluable in a multichannel environment, as omnichannel…

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How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes

CallMiner Eureka | 05/09/2016

This guide, “How Call Centers Can Use Interaction Analytics to Support Compliance with TCPA Changes” explains in layman’s terms what the new Telephone Consumer Protection Act rules mean for call centers, their potential impact and how to apply them. Interaction Analytics is a proven resource for hel…

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Best Practices: VoIP Security Guide

IntelePeer | 05/06/2016

Voice over Internet Protocol (VoIP) can provide cost savings and increased flexibility for your business that other voice systems can’t match. But it also comes with a number of potential security threats that need serious consideration. An experienced VoIP provider like IntelePeer can help you mini…

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Why Healthcare is Moving to the Cloud

IntelePeer | 05/04/2016

The future of healthcare lives in the cloud. With wearable devices and mobile technology, more patients are seeking flexible healthcare options that meet their global lifestyle. Cloud technology allows for greater data storage, a more robust collaboration and stronger security of patient records. He…

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SIP Security Whitepaper

IntelePeer | 05/04/2016

As with any data or communication service, it’s important that all enterprises understand potential security issues related to SIP Trunking. This paper provides an overview of relevant industry requirements and recommendations along with how those requirements are addressed when using SIP services. …

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SIP Trunking 101

IntelePeer | 05/04/2016

Enterprise communications have been rocked by two major developments over the past decade. On the network side, legacy network services like PRI and frame relay have given way to all-IP based alternatives. On the premises side, traditional circuit switched or TDM-based PBX systems have been overtake…

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Frost & Sullivan Exec Briefing, the Business Value of SIP

IntelePeer | 05/04/2016

Empowering workers to communicate effectively with colleagues, customers, suppliers and partners is a mission-critical requirement for any business. While the number of tools that businesses use to communicate has increased, the requirement to connect to the public switched telephone network (PSTN) …

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Finding a True Cloud Contact Center

LiveOps Cloud | 04/29/2016

Cloud Technology is one of the most misunderstood concepts of our time. Although delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality.

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Social Customer Service: The Pivotal Driver of the Social Enterprise

LiveOps Cloud | 04/29/2016

The social customer is a no longer a new breed of consumer – they’re the rising majority. They post their opinions and reviews online in public forums, blogs, Facebook, Yelp, and they don’t hold back. These posts can have a huge impact (either good or bad) on your business.

This white paper…

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Seizing the Moments: The Insider's Guide to Perfecting the Customer Journey

LiveOps Cloud | 04/29/2016

The exploration of the customer journey begins with a simple fact: no organization is perfect. And while it may seem as though everyone else is getting it right, the truth is that even “best in class” contact centers have a few things they wish they could change.

This is what ICMI discovered …

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Connecting with the Next Gen Customer

LiveOps Cloud | 04/29/2016

Gone are the days when the contact center was seen purely as a voice only sales and service center. With the rise of the next gen social customers who research, blog, and post online, leading companies are realizing that to develop a truly effective engagement center, communication must flow both wa…

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