contact centre

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Published By: Oracle     Published Date: Aug 08, 2013
Today’s consumers expect better. They expect better service, better products and better communication with companies. But to have a single, seamless conversation with every customer across multiple channels, companies can no longer rely on outdated contact centers.
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contact centre, crm, oracle, channels, knowledge management, data management, business technology
    
Oracle
Published By: Oracle     Published Date: Aug 15, 2013
Today’s consumers expect better. They expect better service, better products and better communication with companies. But to have a single, seamless conversation with every customer across multiple channels, companies can no longer rely on outdated contact centers.
Tags : 
contact centre, crm, oracle, channels, data management, business technology
    
Oracle
Published By: New Voice Media     Published Date: Sep 19, 2017
This paper touches on the benefits of cloudbased contact centres but focuses on the concerns businesses have about cloud computing - performance, availability and security – and how NewVoiceMedia is successfully addressing them.
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New Voice Media
Published By: Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017     Published Date: Jul 11, 2017
Customers hate waiting for engineers to show up. The hours drift by. Clocks tick slower. They may have taken the day off work, but feel unable to start anything productive in case the doorbell rings. Fury builds. They call the contact centre – they’re told to keep waiting. It’s unacceptable. And in the 21st Century totally unnecessary. Solutions exist to provide customers with an accurate forecast of when field service agents will arrive and how long the job will take.
Tags : 
scheduling accuracy, jobs completed per day, customer satisfaction, skills, habits, driving style, qualifications
    
Oracle APAC ZO OD Prime Volume CX ABM Leads June 2017
Published By: Mitel     Published Date: Apr 07, 2017
Imaginez un centre de contact. Votre esprit a t-il visualisé une multitude de petits espaces de travail séparés par de petites cloisons et occupés par des agents parlant dans des micros-casques ? Il y a peu, la plupart des centres de contacts ressemblaient à ça : un lieu de travail unique, vers lequel des agents convergeaient quotidiennement pour y retrouver leur bureau.
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Mitel
Published By: New Voice Media     Published Date: Apr 03, 2017
Are you thinking about moving your contact center to the cloud but have concerns about performance, availability and security? Download our whitepaper to learn how to get the reliability you need from your cloud contact center software. In this whitepaper you will learn: The key benefits of cloud contact centres Three key perceived risks Which tests should be performed to ensure availability How to select a cloud vendor that you can depend on
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New Voice Media
Published By: New Voice Media     Published Date: Apr 03, 2017
Delivering personalised service for every customer is ultimate goal for most contact centres. Understanding who your customers are, tailoring the service you deliver to them and treating them as the individuals they are will improve customer satisfaction. Download our solution guide to find out: • How to deliver exceptional personalised service to every customer • How your telephony and Salesforce can work together to streamline service operations • How it all works in 5 customer service examples.
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New Voice Media
Published By: Genesys     Published Date: Feb 08, 2019
A recent study from Knowlegde Executive clearly shows that that the deployment of cloud-computing technology in the African contact centre industry is growing with organisations adopting hosted, virtual and Contact-Centre-as-a-Service (CCaaS) solutions. Download at this page the report with all results. Get the full study results to get insights on: The impact on customer and employee engagement The main pain points & challenges The technology service provider check list Find out why over 50% of African contact centres have adopted a cloud model
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Genesys
Published By: Genesys     Published Date: Feb 08, 2019
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Vos clients sont passés à l’heure du tout connecté. Ne manquez pas le coche. Conquérir de nouveaux clients tout en préservant la qualité de vos relations existantes demande un temps et une énergie considérables. Quand un client souhaite vous contacter, êtes-vous capable daller à sa rencontre sur le canal de son choix ? Dans un monde qui se digitalise, les entreprises doivent pouvoir communiquer avec le client où et quand bon lui semble : du téléphone aux réseaux sociaux, en passant par les SMS et le chat en ligne. Dans cet eBook, vous découvrirez : Comment aller à la rencontre du client dans un monde ultra-connecté Comment faciliter et augmenter lefficacité de vos opérations dengagement client Pourquoi migrer vers une solution de centre de contacts tout-en-un dans le cloud
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Alors que les plateformes cloud gagnent en maturité, les entreprises sont de plus en plus ouvertes à lidée d’y migrer leurs systèmes critiques. Pour réduire leurs coûts bien sûr, mais aussi pour devenir plus agiles et plus évolutives. Comment concrétiser toutes ces promesses ? Et surtout, quelles sont les actions à engager pour enclencher l’inévitable migration de votre centre de contact ? Sachant qu’un parcours client de qualité commence par le choix du bon partenaire, en savez-vous suffisamment sur les différents fournisseurs sur les rangs pour prendre une décision éclairée ? Quels sont les besoins et contraintes de votre entreprise ? Quelles fonctionnalités propose votre fournisseur ? Vos cultures sont-elles compatibles ? Notre eBook vous invite à découvrir les 10 critères essentiels de sélection de votre partenaire pour réussir la migration de votre centre de contact dans le cloud.
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Sur un marché des centres de contacts cloud aussi vaste que changeant, il est souvent difficile de trouver la solution adaptée à votre entreprise. C’est pourquoi Ovum a conçu un outil intitulé « Matrice décisionnelle Ovum : comment sélectionner une solution de centre de contacts multicanal dans le cloud (édition 2017-18) ». Ce document a pour but de dresser un comparatif des grands acteurs de ce marché sur la base de leurs fonctions de routage des appels voix et de service client multicanal. Vous y découvrirez comment Genesys s’est imposé parmi les leaders grâce à des solutions pour les entreprises de toutes tailles et de tous secteurs à travers le monde. Au sommaire de la Matrice décisionnelle Ovum : Comparatif des plateformes technologiques des différentes solutions de centre de contacts dans le cloud Évaluation des capacités des fournisseurs dans les domaines de la gestion des interactions clients multicanaux et de l’analytique des données clients et d’entreprise Identification
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
Le marché nord américain des centres de contacts « as-a-Service » (CCaaS) explose. Les solutions de centres de contacts dans le cloud (ou solutions CCaaS) offrent des fonctionnalités semblables à celles des infrastructures de centres de contacts et d’appels sur site. Seule différence notoire : elles sont fournies sous forme de service et reposent sur un modèle de paiement mensuel. Au sommaire de ce rapport : Forces et faiblesses à intégrer dans votre évaluation des fournisseurs de solutions de centres de contacts dans le cloud Classement des 10 grands fournisseurs de centres de contacts cloud dans les quatre catégories du Gartner MQ : leaders, challengers, visionnaires et acteurs niche Pourquoi Interactive Intelligence, une entreprise Genesys, s’est classée parmi les leaders 2 années consécutives
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology
Tags : 
    
Genesys
Published By: Genesys     Published Date: Feb 12, 2019
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 centre 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. Download this eBook and learn: How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that that far exceed those of previous generations The benefits of utilising a platform built on microservices architecture How to take your business to the next level with a built to scale cloud contact centre platform
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Genesys
Published By: Genesys     Published Date: Feb 12, 2019
The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
Tags : 
    
Genesys
Published By: LogMeIn     Published Date: Jun 23, 2015
This infographic provides a glimpse of the global insights gathered in Ovum's research report and highlights the current state of customer service, customers' preferences and where companies are falling short.
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improving loyalty, customer loyalty, customer care, contact center, multi-device, customer relationships, technology
    
LogMeIn
Published By: Mitel     Published Date: Jun 29, 2016
Picture a contact centre. Did your brain conjure an image of a sea of low-walled cubicles with agents speaking into headsets? Until recently, that’s what most contact centres were—a single site where agents commute to the office and complete their work at a fixed location. Today, contact centre agents are not bound to the office; they can work just about anywhere: at home, in hired office space or even on the move from a mobile device. But that’s not the only benefit that mobility has on customer service. Here are five ways you can boost customer service levels using mobility.
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best practices, business optimization, business management, customer service, productivity, contact management
    
Mitel
Published By: Citrix Online     Published Date: Jul 01, 2010
This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR.
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citrix online tech, best practices, first-contact resolution, performance driver, fcr, support centre, tco, problem management, measurement, roi
    
Citrix Online
Published By: Right First Time Contact Centre     Published Date: Mar 12, 2011
Examines how call recording-based quality monitoring can be improved with the addition of IVR Surveys
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ivr surveys, fcr, first contact resolution, customer research, contact center, contact centre
    
Right First Time Contact Centre
Published By: Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017     Published Date: Jul 11, 2017
Customers hate waiting for engineers to show up. The hours drift by. Clocks tick slower. They may have taken the day off work, but feel unable to start anything productive in case the doorbell rings. Fury builds. They call the contact centre – they’re told to keep waiting. It’s unacceptable. And in the 21st Century totally unnecessary. Solutions exist to provide customers with an accurate forecast of when field service agents will arrive and how long the job will take.
Tags : 
scheduling accuracy, jobs completed per day, customer satisfaction, skills, habits, driving style, qualifications
    
Oracle APAC ZO OD Prime Volume ERP ABM Leads June 2017
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