Resource Center: White Papers

15 Tools for Managing Remote Call Center Agents

Published December 07, 2016
Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.”

The Business Case for Updating an Aging Phone System

Published December 06, 2016
You may think your business phone system is functional, but is it fully modern? In recent years, telecommunications technology has made major strides. A system that was perfectly serviceable ten years ago—or even five years ago—is now very out-of-date.

2017 Contact Center Software Trends

Published December 02, 2016
Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using.

The Social Intranet: A guide to getting better business results

Published December 02, 2016
This whitepaper describes why the shift from a traditional to a social intranet is imperative to staying competitive, and analyzes the costs and benefits associated with implementing one. You will also find useful KPIs to measure performance and further leverage your intranet's success, raising employee engagement and boosting your competitive advantage.

How to Select Contact Center Software in 9 Steps

Published November 30, 2016
Your choice of contact center software will affect the future success of your business. Don’t leave this important decision to chance. This guide provides nine actionable steps for the selection process.

[Infographic] 15 Questions to Ask When Selecting a VoIP Provider

Published November 29, 2016
Deciding which phone system is right for your business can be difficult. With our VoIP technology blueprint, discover the top 15 questions you should ask VoIP vendors before you make a buying decision.

The Basics of Real Time Personalization

Published November 23, 2016
Real-time personalization of the customer experience has been described as the holy grail of digital marketing. And the race is on. Gartner believes that by 2018, businesses that excel in personalization will outsell those that don’t by 20%. Though the benefits are clear, the path to get there is not.

Hidden Costs of Contact Center Software

Published November 23, 2016
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.”

2017 Business VoIP Trends

Published November 22, 2016
VoIP and UC (Unified Communications) technology is advancing all of the time. In order to reap the many business benefits of VoIP, you need to learn about industry trends, including text messaging, WebRTC, Unified Communications as a Service, and more.

How to Get the Most out of CRM

Published November 18, 2016
Studies suggest that 63% of CRM projects fail. But your business doesn’t have to be among the failures. You can see ROI on your investment in CRM by implementing an effective plan.

2017 Business Intelligence Features

Published November 16, 2016
Did you know that according to Better Buys, "Companies using BI analytics are five times more likely to make faster decisions"? Business Intelligence software has evolved tremendously in the past decade, and now offers businesses more data tools and benefits than ever before. BI software is only expected to continue making gains in business popularity.

Improve Your Midmarket Business Operations with Cloud Applications

Published November 16, 2016
Best-in-class mid-market businesses are over twice as likely to deploy their ERP solutions on the cloud. They choose the cloud for scalability, flexibility, usability, and cost. These organizations saw 1.9x improvement in profitability over the past two years as compared to those who have on-premise solutions.

Cloud Evolves From Point Solution to Strategic Enabler of the New Connected Economy

Published November 16, 2016
Do you want to deliver the best service possible to your customers, react quickly to new opportunities, and stay ahead of your competition?

Top 11 Contact Center Vendors in 2017

Published November 14, 2016
With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses.

Business Software Wish List in 2017

Published November 10, 2016
The success of your business will always rely upon a myriad of different factors, including quality products or services, loyal customers, motivated team members, and efficient processes and systems. The proper balance and harmony among your own perfect business attributes will ultimately define your company and help determine the amount of success you’ll enjoy as your business grows.

[Infographic] 15 ERP Selection and Implementation Mistakes

Published November 08, 2016
Did you know that according to MorganFranklin Corp., only 46% of ERP users report a strong understanding of ERP features? That's not surprising when ERP software is so complex and difficult to implement. Our thorough infographic details the 15 most common ERP implementation and selection mistakes so that you can avoid them.

CRM on a Budget in 2017

Published November 07, 2016
With some businesses spending hundreds of thousands of dollars on CRM, it’s easy to fall into the trap of thinking that you need a hefty budget in order to purchase a quality CRM solution. Not so.

2017 Video Conferencing Features Checklist

Published October 28, 2016
If you’re in the market for a video conferencing system, you know that today’s systems offer more features and functionality than ever. Unfortunately, figuring out what you need is also incredibly difficult.

How to Select a Phone System in 10 Steps

Published October 28, 2016
The success of your company depends on many constantly changing factors that drive you to innovate, create, and evolve to remain competitive and profitable in your industry.

The Contact Center Conquers the Cloud

Published October 25, 2016
Contact Centers have come a long way over the past few decades. Learn how this important asset has evolved into the cutting-edge offerings of today.

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Featured Research
  • 15 Tools for Managing Remote Call Center Agents

    Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.” more

  • The Business Case for Updating an Aging Phone System

    You may think your business phone system is functional, but is it fully modern? In recent years, telecommunications technology has made major strides. A system that was perfectly serviceable ten years ago—or even five years ago—is now very out-of-date. more

  • 2017 ERP Buyer's Guide

    Among all of the business software applications necessary for business operations, ERP is undoubtedly one of the most important. Making the wrong selection can have a disastrous impact on your accounting, manufacturing, and supply chain. With so much at stake, it is crucial to make a well-informed decision. more

  • 2017 Contact Center Software Trends

    Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more

  • The Social Intranet: A guide to getting better business results

    This whitepaper describes why the shift from a traditional to a social intranet is imperative to staying competitive, and analyzes the costs and benefits associated with implementing one. You will also find useful KPIs to measure performance and further leverage your intranet's success, raising employee engagement and boosting your competitive advantage. more