Resource Center

Topic: Customer Experience

2020 CX Benchmark Business Research

Published February 23, 2021

The Future Of Customer Experience

Published November 20, 2020

2020 Contact Center Software Buyer's Guide

Published October 12, 2020

Customer Experience In The Wake Of COVID-19

Published September 08, 2020
As many resume their normal lives following the gradual ease of lockdowns, remote work (and remote contact centers in particular) are still here to stay. This whitepaper offers guidance on which tools and features are necessary to make a remote contact center perform optimally – both during the course of this pandemic, and well after it subsides.

Communication is Key to Remote Work

Published June 08, 2020

Necessities for Remote Customer Service Teams

Published May 15, 2020
Remote customer service can be particularly beneficial to small and medium-sized companies who want to create a great customer experience without all the expenses of setting up a call center or customer service department in an office environment. But what tools and features are absolute must-haves for inbound and outbound remote services options? This guide explores the functionality needed to provide support remotely and highlights the necessities for remote teams who are handling inbound and/or outbound support activities in your business.

Bridgepointe, Your signal in the noise

Published April 27, 2020

A Forrester Study: The Total Economic Impact of RingCentral Contact Center

Published March 30, 2020
RingCentral Contact Center is an omnichannel and collaborative cloudbased contact center platform. It helps organizations deliver a better customer experience and improve agents’ productivity and work environment. RingCentral Contact Center offers extensive functionality and can be readily integrated with adjacent systems. It is highly reliable and scales easily, enabling organizations to accommodate seasonal peaks or ongoing growth.

Contact Center 2.0: Tomorrow's Solutions for Today's Customers

Published March 30, 2020
It’s time to close the chapter on Contact Center 1.0. Companies must make customer engagement experiential, intuitive, and collaborative for a modern customer in modern times. Read on to discover how adopting Contact Center 2.0 can help you achieve those gains with minimal risk to operations, budgets, and customers.

ICMI Toolkit:The Road to Agent Experience Maturity

Published February 27, 2020

The State of Agent Experience and Engagement in Today's Contact Centers

Published February 27, 2020

Will Customer Experience Make or Break Your Business in 2020?

Published January 29, 2020
In 2020, customer experience is going to an area of heavy focus and investment for companies who want to compete effectively with a distinguished, customer-centered brand. Our new whitepaper showcases how this will be a year of experience-driven business decisions and investments, explains the important link between contact center software and customer experience, and highlights some of the best cloud-based contact center features you can use to make your business more customer-centric and successful this year.

Contact Center KPI Benchmarking Report

Published January 13, 2020

Cloud Contact Center for the Digital World – MiCloud Connect CX

Published January 13, 2020

7 Signs Your Small Business Is Ready For Contact Center Software

Published November 18, 2019
Investing in a cloud-based contact center can give your small company more control over your customer experience through centralized tools and features. But as with any other investment in your small company, timing is essential. Here are seven key signals that your small business is ready to benefit from a contact center software system.

How to Leverage Your Contact Center for Competitive Advantage

Published September 26, 2019
Contact Center software is continuously improving, and vendors are adding more sophisticated features and capabilities to support customer experience initiatives for companies of all types and sizes. If you have a medium-sized business though, you’re in an especially advantageous position for creating competitive advantages from Contact Center tools. Our recent whitepaper showcases the competitive landscape of customer care in mid-sized companies and outlines the contact center strategies you can leverage for stand-out customer care in your medium business.

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Featured Research
  • The Future of Remote Work

    Before it became a necessity during the 2020 COVID-19 pandemic, many companies had already begun realizing the benefits inherent in embracing remote work. These benefits are substantial and signal that (even when the pandemic is but a memory) remote work will continue to flourish and become a mainstay in the redefined workplace - particularly when it comes to VoIP. This guide will demonstrate how the workforce is changing and leaning toward remote work as a permanent business choice, explain the critical role VoIP will continue to play in supporting remote work, and highlight some of the new trends and innovations coming in 2021 for VoIP. more

  • The Best HR & Payroll Features in 2021

    As companies look for cloud-based tools to support recruiting, employee onboarding and training, payroll, and benefits, HR and Payroll software solutions will be positioned for substantial growth every year over the next 5-7 years. But what HR and payroll features are going to be necessities for a changing workforce heading into 2021? This guide describes the functions of HR and Payroll software in the changing business landscape, provides insight into how your business can determine which tools you need, showcases some stats and facts about the HR software market, and outlines the best features and functionalities of Payroll and HR software. more

  • Security Software for Mid-Sized Companies in 2021

    Due to increasing cloud software adoption and a growing number of connected devices leveraged for business, security software is not just a mission-critical necessity, but also a strategic advantage that can be leveraged to secure company data, protect networks, and ensure that all endpoints are open only for authorized, trusted employees. This guide explores recent statistics around cybercrime and endpoint security, outlines the key functions of cybersecurity and endpoint security software, and highlights some of the security industry leaders to watch in 2021. more