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So often, we with a passion for the contact center solutions/customer engagement community get fixated on what is the latest technology. We tend to forget that customer engagement really is a two-way street where the bottom line is directly impacted by how people feel when they are interacting with a brand. Obviously, there are metrics for things like speed to resolving an issue, customer churn and now customer reviews, but in many ways understanding all of the components of what about the engag…
Support of XMPP protocol highlights value of unified communications (UC)in contact center transformations.
Interactive Intelligence's 'Five Customer Engagement Trends Impacting Contact Centers in 2016' Webinar
With the start of the New Year, everyone in the contact center solutions community is busy evaluating industry trends and past performance to ask how, where, and what they can improve in customer engagement. In fact, as Tim Passios, Interactive Intelligence Vice President of Solutions Marketing, recently blogged, "contact centers around the world are in a state of shock."
Aflac gets J.D. Power certification for its contact centers offering an outstanding customer service experience.
It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...
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- NEW CaaS Quick Spin™: Interest in the cloud is growing rapidly, and companies have asked for a way to quickly trial Communications as a Service (CaaS) to help validate and move cloud migration projects forward. We are pleased to announce a new service that does just that. Welcome to Quick Spin. [trial]
- Seeing Strong Demand for its CaaS Offering [podcast]
- Interaction Process Automation Launches [podcast]
- Part 1: Home Agents: The Big Game Changer [white paper]
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- Part 3: Next Generation Home Working
- Excelling at Mobile Customer Service [white paper]
- Transforming a Measurement Program into a Meaningful Program: 8 Great "Next Steps" [white paper]
- A Practical Guide to Making SMS a Valuable Media Channel for Business [practical guide]
- A Practical Guide to Automating Key Business Processes [practical guide]
- A Practical Guide to Migrating to VoIP - Planning and Design Considerations
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