How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points

Whether in a business-to-consumer (B2C) or business-to-business (B2B) context, customers demand multiple channels through which they can find information, purchase goods, view and pay their bills, request services, or get support based on their specific needs and preferences. Discover solutions that can help you deliver the channels customers demand, and provide a consistently positive customer experience.

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11 Criteria for Selecting the Best ERP System Replacement

An enterprise resource planning (ERP) system is your information backbone, reaching into all areas of your business and value chain. That’s why replacing it can open unlimited business opportunities. The cornerstone of this effort is finding the right partner. And since your long-term business strategy will shape your selection, it’s critical that your ERP provider be part of your vision. Read More

The IVR Playbook: Your Guide to Choosing, Designing, Developing, and Delivering an IVR Platform that Ensures a Great Customer Experience

At its core, interactive voice response (IVR) technology allows a computer to interact with a customer through the use of voice and touch-tone telephone keypad inputs. Looked at closely from a business perspective, IVR can be a huge part of an enterprise’s customer experience.

This IVR playbook looks at things to keep in mind when considering investing in a new or upgraded IVR system. It looks at who uses IVR technology and what could indicate that it’s time to make a change to your IVR... Read More

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Operational Excellence: The New Lever for Profitability and Competitive Advantage

Better. Faster. Cheaper. Every company is grappling with these concepts today as economic uncertainty spreads. Though many are focusing on what to eliminate in their operations, leading firms are redoubling their efforts to find new ways to execute with greater efficiency—to achieve operational excellence without sacrificing the value their customers expect. Learn more about improving your strategic competitive advantage. Read More

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