Resource Center

How to Set Your Contact Center Up for Success in 8 Steps

Published June 12, 2018
A contact center can only perform well if you take the time to set it up for ongoing success. If you just go through the motions and treat your contact center like an unfortunate and unavoidable expense, you aren’t going to see a good ROI - or happy customers. Fortunately, improving the performance of your contact center doesn’t have to be hard or expensive.

Break Through AI Misconceptions

Published June 11, 2018
When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions.

Discover the advantage of true omnichannel routing

Published June 11, 2018
Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect.

Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Published June 11, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends.

Forrester Report: Artificial Intelligence with the Human Touch

Published June 11, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

Defining and Using Asynchronous Messaging

Published June 11, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency.

Blended AI for Customer Experience

Published June 11, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

Architecture spotlight: Three considerations when choosing cloud for your contact center

Published June 11, 2018
A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs.

Forrester Report: Artificial Intelligence with the Human Touch

Published June 11, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

Blended AI for Customer Experience

Published June 11, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

Recognize the warning signs of an unhealthy PBX relationship

Published June 11, 2018
Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business growth and change. And cloud-based platforms have altered the landscape of business communications. Your PBX isn’t just an inconvenience, it could hurt your business.

Four Steps to Make Customers Love Your Contact Center

Published June 11, 2018
In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX).

Not All Cloud Contact Center Platforms Are Created Equal

Published June 11, 2018
Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important.

6 Ways You Should Be Using VoIP Reporting

Published June 05, 2018
The VoIP market is in a period of exponential growth, in fact, it is predicted to generate $86 billion dollars in global revenue by the year 2020. Part of the reason for this growth is the amount fo effective tools that VoIP providers have that support business communication. Download and read our latest guide as it will explain not only why you should be paying attention to your VoIP data, but also outline six key ways that you should be utilizing this reporting.

10 BI Tools and Features You'll Love in 2018

Published May 29, 2018
While Business Intelligence (BI) software has the potential to revolutionize your business by providing more access to usable data, this is only true if you know how to utilize all the available tools. Do you know how to run an ad hoc query? Are you familiar with how to use your dashboards and scorecards, or what KPIs and performance metrics you should be paying attention to?

Top Video Conferencing Tools and Features for 2018

Published May 25, 2018
Are you curious how other businesses are using the latest video conferencing tools to their advantage? While the core functionality of video conferencing is self explanatory, the technology evolves and grows in popularity every year. 2018 will continue this trend of huge adoption rates and exciting new features.

Top Contact Center Tools for Customer Retention

Published May 21, 2018
Customer retention is one of the most important aspects of maintaining and growing revenues, yet many businesses fail to utilize all of the useful tools at their disposal. For example, do you know if you are using your contact center to its full capacity? There are many contact center tools that can drive significant improvements to your customer retention rate, and there’s a good chance you already have access to them.

How Video Conferencing Enhances Your Entire Customer Journey

Published May 11, 2018
‘Customer experience’ may seem a lot like a buzzword - and in many ways it is - but it’s also becoming one of the top differentiators between businesses. While there are many ways to improve the customer experience of your business, some of the simplest to implement involve a tool businesses of all sizes have access to - video conferencing. Don’t overlook it as an excellent way to give customers the personal connection they crave.

Best ERP Features

Published April 30, 2018
Are you thinking of implementing or upgrading to a new ERP and overwhelmed by your options? While there used to only be a handful of good ERP vendors, the market has exploded with a wide array of options for businesses of all sizes. This is great news for your business, but it can also make actually choosing one of these solutions extremely difficult.

7 UC Innovations to Watch for in 2018

Published April 24, 2018
Unified Communications solutions continue to quickly evolve as more businesses realize the benefits of integrating and streamlining their communication tools. 2018 will likely be a big year for Unified Communications, as there are several big innovations on the horizon. If you currently utilize UC or are planning on investing in UC tools, it will be worth your while to pay attention to these developments.

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Featured Research
  • How to Set Your Contact Center Up for Success in 8 Steps

    A contact center can only perform well if you take the time to set it up for ongoing success. If you just go through the motions and treat your contact center like an unfortunate and unavoidable expense, you aren’t going to see a good ROI - or happy customers. Fortunately, improving the performance of your contact center doesn’t have to be hard or expensive. more

  • Break Through AI Misconceptions

    When building artificial intelligence (AI) into your business strategy, it’s easy to become distracted by all the new technologies on the market—each one promising a better customer experience. Make decisions based on facts, not misconceptions. more

  • Discover the advantage of true omnichannel routing

    Routing is a fundamental component of your customer experience strategy. True omnichannel routing breaks down channel silos and gathers intelligence upfront through context and data to deliver the personalized, seamless engagement your customers now expect. more

  • Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More H...

    Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends. more

  • Forrester Report: Artificial Intelligence with the Human Touch

    Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. more