contact center software

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Published By: Genesys     Published Date: Oct 16, 2013
The existing upgrade paths from legacy PBX and ACD suppliers make it difficult for contact center executives to contemplate the future of customer service on their own terms. If your ACD-based contact center has become a road block for adding capacity or adding channels such as social media and mobile, you might want to think about making the switch to a SIP-based contact center solution. SIP delivers two important advantages over legacy switching: 1. SIP is based on open standards, so you can choose hardware and software that is best suited for your environment. 2. SIP’s capability extends beyond voice to new media types such as mobile, social media and video. SIP-based contact centers provide a roadmap to sophisticated features without the complexity and expense of traditional proprietary ACDs. Learn more about how to build the next-generation customer service platform.
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contact center, customer service, social media, mobile, sip, technology solution, technology, enterprise applications
    
Genesys
Published By: Genesys     Published Date: Jul 27, 2016
Customer service has been, and will continue to be, a central concern for most companies. Designing and delivering a positive customer experience relies heavily on the framework and capabilities of your call center or contact center, specifically the ability to support omnichannel interactions. The IDC MarketScape examines 12 key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer term strategies that impact their ability to service customers and gain market share going forward.
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys
Published By: Genesys     Published Date: Jul 24, 2017
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 center 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.
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cloud contact center platform, cloud application, cloud 2.0 model, platform, software
    
Genesys
Published By: Genesys     Published Date: Nov 08, 2017
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 center 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.
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cloud contact center platform, cloud application, cloud 2, 0 model, microservices
    
Genesys
Published By: Genesys     Published Date: Feb 27, 2018
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 center 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 far exceed those of previous generations • The benefits of utilizing a platform built on microservices architecture • How to take your business to the next level with a built to scale cloud contact center platform
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cloud contact center, ebook, cloud 2.0 model, microservices architecture
    
Genesys
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: Genesys     Published Date: Jun 13, 2018
Compare leading contact center infrastructure vendors. In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” 1 — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” 1 — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process
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leadership, customer engagement, decision making
    
Genesys
Published By: Genesys     Published Date: Jul 13, 2018
Compare leading contact center infrastructure vendors. In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” 1 — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” 1 — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process 1 Gartner Peer Insights rev
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Genesys
Published By: Genesys     Published Date: Apr 07, 2017
To meet the growing demand for digital interactions, both CRM and CCI (contact center infrastructure) vendors have added a range of digital channels to their portfolios. CCI vendors are focusing on offering an integrated omnichannel customer engagement platform, to improve their appeal to the customer service software market. The challenge for IT leaders is to decide which engagement channels should be managed by which vendors. This Gartner report discusses: - Three procurement strategies IT leaders can adopt to achieve their business goals for omnichannel (voice plus all digital channels) - Strengths and challenges associated with each strategy - Key considerations for omnichannel success
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genesys, contact center infrastructure, cci, omnichannel success, cci vendors
    
Genesys
Published By: 8x8 Inc.     Published Date: Feb 13, 2017
The right contact center solution should integrate tightly with your CRM solution and add value to it. Your contact center software should be able to capture all email, chat and standard telephone interactions and link them to the customer records database. Not only does this ensure continuity in all your customer communications, it gives the CRM database more information to use in constructing a better picture of your customers’ behavior. So how do you choose the right contact center for your organization? Following are three examples of forward-thinking businesses that found the right answer with cloud communication technology.
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contact center, crm, telephone interactions, communications
    
8x8 Inc.
Published By: Five9     Published Date: Apr 29, 2013
NJ 2-1-1 is a free phone number and online database that connects New Jersey residents quickly and effectively to community resources and emergency information. It is part of a growing national model that provides 190 million Americans in all 50 states.
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five9, cloud, cloud computing, cloud-based contact center, contact center software, hurricane sandy, networking, knowledge management, data center
    
Five9
Published By: Five9     Published Date: Apr 30, 2013
DirectBuy is a wholesale-direct seller of consumer products and services.
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five9, cloud computing, cloud-based contact center, directbuy, networking, knowledge management, data center
    
Five9
Published By: Conversica     Published Date: Nov 10, 2015
In “Best Practices for Sales Development: Turning Leads into Opportunities,” Conversica and Five9, a cloud contact center software firm, share real-world metrics, strategies and resources for businesses ready to evolve to the next stage.
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conversica, sales pipeline, sales opportunity, leads, lead nurturing, lead intelligence, nurturing, marketing automation, sales automation
    
Conversica
Published By: InsideCRM.com     Published Date: Nov 05, 2007
Shopping for a contact-center solution can be confusing and frustrating, so let us do the leg work for you! This easy-to-use guide compares the major vendors offering contact-center solutions today, including Genesys, Oracle, Verizon and many others.
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software, call center, call center software, contact center, contact center software, genesis, oracle, verizon, contactual, interactive intelligence, crm, customer relationship management, insidecrm, inside crm, call center management, sales & marketing software, contact management
    
InsideCRM.com
Published By: InsideCRM.com     Published Date: Nov 05, 2007
Considering adding a contact center to your business? Our analyst-written buyer's guide is a great place to start your search. We provide you with an in depth  market overview, a rundown of standard and advanced features and will point you in the direction that will be most beneficial and efficient for your organization.
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software, call center, call center software, contact center, contact center software, crm, customer relationship management, insidecrm, inside crm, buying guide, buyers guide, call center management, sales & marketing software, contact management
    
InsideCRM.com
Published By: Echopass     Published Date: Sep 07, 2007
Not all companies that have adopted multi-sourcing have realized the expected levels of savings.  A single over-arching problem is often the cause when multi-sourcing delivers disappointing results in service and/or savings.
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multi-sourcing, call center outsourcing, remote agents, disaster prevention, ip call center, ip contact center, contact center solutions, contact center software, hosted call center, contact center, on-demand contact center, hosted contact center systems, crm, echopass, business continuity, call center management, call center software, customer relationship management, enterprise resource planning, contact management
    
Echopass
Published By: Five9     Published Date: Jan 30, 2013
In this report, we’ll examine the strategy of migrating from premises- to cloud-based contact center software solutions—why it makes sense for some organizations, what to consider, and how a few real-world migration efforts have fared.
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call center, contact center, cloud, saas, ivr, customer service. voip, cloud-based, agents, best practices, business management, call center management, productivity, telecom
    
Five9
Published By: Cisco     Published Date: Dec 04, 2015
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
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cisco, gartner, magic quadrant, contact center, infrastructure, telephony support, networking
    
Cisco
Published By: Genesys     Published Date: Jun 08, 2018
In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises. And according to Gartner peer insights, customers agree. “Great implementation that was on-time and on-budget!” — CTO in the finance industry “Solid platform with a lot of features at a reasonable cost.” — IT Manager of Software Engineering in the Services Industry Get the report now to learn: • How contact center vendors compare and which quadrant they are aligned to • Analyst views on the strengths and cautions of all participating vendors • How to evaluate key criteria to guide your decision-making process
Tags : 
contact center, infrastructure, customer engagement, cloud, on-premises
    
Genesys
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