White Papers

Browse this free online library for the latest technical white papers, webcasts, and product information to help you make intelligent IT product purchasing decisions.

Words with Colleagues: Definitions of Multiple Channel Terms Used in Self-Service

In today’s business market, professionals need to know more buzzwords than ever before. Add to this the many business-related terms that seem interchangeable but really are not, and it’s easy to be confused about the exact meanings of related terms.

As an example, how do you describe using multiple channels to deliver self-service? What’s the difference between multi-channel and omni-channel? Between multi-modal and multi-channel?

This eBook from Genesys shares examples and case... Read More

From Old School to Next-Gen IVR: Refreshed IVR as the Cornerstone to Optimal Customer Service

For decades, interactive voice response (IVR) has been the front door to the enterprise. An effective IVR system can contribute significantly to a stellar customer service experience. However, many businesses have ignored these systems and have allowed them to slip into an antiquated state.

IVR does not have to be a fading front door to your business. In fact, it can be a vibrant multi-functional component of an omnichannel customer experience.

This white paper from Frost & Sullivan... Read More

Mobile Engagement Delivers Great Customer Experiences: Helping Brands Win Lifetime Customers

Mobile and the Internet are the most important communications phenomena of our lifetimes. With 4.55 billion mobile users worldwide driving 6.9 billion mobile subscriptions, consumers are more mobile than ever before. All this access to mobility is part of the reason that the attention span of buyers is dwindling, and the channels for customer interaction are multiplying.

This white paper explores essential mobile messaging strategies that focus on engaging the customer at key moments in... Read More

Best Practices for Delivering a Seamless Omnichannel Customer Experience

The biggest challenge for contact centers today is to see omnichannel customer interactions the same way customers do—as one conversation.

Companies that can deliver a seamless omnichannel customer experience (CX) across multiple channels and touch points can develop a significant competitive advantage, reduce customer churn, and increase profit.

Download this eBook to learn:
• 6 Best Practices to help you design and deliver omnichannel CX
• How to do the gap analysis... Read More

Empower Your Contact Center Agents to Deliver Great CX with an Omnichannel Desktop

Most companies today can support multi-channel customer interactions such as voice, email, and chat, but typically cannot share context across all channels. Contact center agents have a tough job. On one hand, they are trying to help grumpy customers who expect them to know about their previous interactions. And simultaneously, on the other hand, they are trying to navigate between multiple applications to connect the dots.

This white paper discusses:
• How an omnichannel desktop can... Read More

Five Capabilities to Look for in a Customer Experience Platform

Most contact center implementations today deploy siloed interaction channels—for voice, chat, email, web, social or mobile—where each customer interaction is typically managed in isolation. This fragmented approach to customer engagement commonly results in customer frustration, missed sales opportunities and reduced operational efficiency.

This document from Genesys looks at:
• How a single platform can help you orchestrate omnichannel customer journeys
• How to modernize your... Read More

Best Practices for Contact Center Routing

Building a contact center routing strategy that considers customer value, resources, agent skills, skill levels, priority rules, etc. can be challenging. Also, your routing strategy needs to incorporate all customer interaction channels such as voice, email, chat, social media, and mobile.

Ultimately, the goal in successfully managing a dynamic contact center is to understand who the customer is, identify the customer’s intent, and then direct the interaction to the most cost effective... Read More

Evolving Cloud Strategies

As recently as five to ten years ago, enterprise resource planning (ERP) could easily have been called the last bastion of resistance to the cloud and software as a service (SaaS). Attitudes have changed.

In this report, Mint Jutras references data collected from its 2015 Enterprise Solution Study, which investigated goals, challenges, and status, and also benchmarked performance of enterprise software implementations used to actually run a business. Read More

The Appeal of SaaS ERP

This report, written by enterprise resource planning (ERP) analyst Cindy Jutras, reveals how attitudes towards the cloud and software as a service (SaaS) have changed to "positive" in recent years. The paper identifies the reasons companies now find SaaS appealing, and why the barriers of resistance have started to crumble. Read More

Rethink Branch IT: Orchestrating a Successful Strategy for the Ideal Branch Converged Infrastructure

Empower your organization to simplify branch IT. This white paper explores best practices for developing an end-to-end strategy for branch converged infrastructure. Read More
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