Cpaas Brings Cloud Contact Center Features to on Premises
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UCaaS vs. CCaaS vs. CPaaS: What's the difference?
By: TechTarget ComputerWeekly.com
Type: eGuide
The adoption of cloud-based communications has grown as organizations need more flexibility to support knowledge workers, frontline workers and contact center agents as they work and communicate inside and outside the office.
However, it can be difficult to make sense of popular cloud communications service models. In this article, we compare UCaaS vs. CCaaS vs. CPaaS to help you understand their differences and how they can be used together.
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Understanding CPaaS market growth, trends and providers
By: TechTarget ComputerWeekly.com
Type: eGuide
The CPaaS market is maturing as increased demand for digital communications drives new use cases.
Organisations looking to buy CPaaS APIs should examine the various use cases that APIs can address and how to choose a CPaaS provider.
Read this article to learn more about the trends and providers fueling CPaaS market growth.
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A Computer Weekly buyer's guide to communications as a service
By: TechTarget ComputerWeekly.com
Type: eBook
As communications needs evolve, organisations must keep pace with the latest services available. In this 15-page buyer's guide, Computer Weekly looks at how we arrived at current-day comms systems, the growing popularity of CPaaS and the advantages of cloud-based offerings in the new normal of hybrid working. Download our exclusive e-Guide and read more about:
- Adapting to the next generation of collaboration and comms services
- Comms platform as a service: Tech for the future
- Rethinking business communications
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Computer Weekly – 10 May 2022: The spies who hack you – the growing threat of spyware
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In this week's Computer Weekly, after 10 Downing Street was hit by a spyware attack, fears about targeted mobile phone hacks are increasing. Our salary survey highlights the diversity challenge in IT, with men's support for women in IT declining. And we look at how datacentre heat reuse can help reduce carbon emissions. Read the issue now.
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How leading contact center-as-a-service solutions stack up
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In this analyst report, discover how the top-ranking CCaaS solutions stack up against the competition, and find out which solution is best for your enterprise.
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Infographic: CPaaS tools driving the market
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The pandemic drove demand for embedded and digital communications as organisations looked to replace in-person communication. As a result, new CPaaS use cases emerged around telehealth, e-commerce and retail. This infographic highlights some of the key use cases driving change in the market.
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Jargon Buster Guide to Unified Communications
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In this e-guide we will explore and define some of the key elements of a UC deployment and offer some insight into some of the emerging trends that are changing the way we communicate in our working lives.
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Choosing the right contact center platform
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In the modern business world, contact centers play a critical role in the customer experience. However, outdated legacy systems can have you running into some challenges. So, how can you meet service expectations while providing a better experience for all? Access this guide to learn more.
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Ribbon intelligent session and routing control solutions
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Today’s enterprises strive to maintain and improve customer service while enabling more efficient employee collaboration. Access this white paper to learn how you can achieve this through Ribbon PSX.
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ASEAN IT Priorities 2022: Top Observations & Trends
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Inside this report, read more about the findings from the 2022 TechTarget/Computer Weekly's IT priorities study, as well as insights on how ASEAN enterprises are directing their IT investments and what are the main observations and trends for ASEAN in 2022.
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India IT Priorities 2022: Top Observations & Trends
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Inside this report, read more about the findings from the 2022 TechTarget/Computer Weekly's IT priorities study, as well as insights on how Indian enterprises are directing their IT investments and what are the main observations and trends for India in 2022.
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Computer Weekly – 17 May 2022: Digitally transforming UK power networks for renewable energy
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, we find out how the UK's power networks need to be digital transformed to be ready for renewable energy – and the role of open source. Wi-Fi 6 was meant to give a boost to wireless connectivity – we examine why adoption has stalled. And we look at what a quantum datacentre might be like. Read the issue now.
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Computer Weekly – 16 May 2023: Microsoft and Google go into battle for enterprise AI
By: TechTarget ComputerWeekly.com
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In this week's Computer Weekly, as developments in generative AI accelerate, Microsoft and Google have each unveiled plans around enterprise applications. Nobody doubts the importance of digital transformation – but experts say it won't work without cultural change as well. Read the issue now.
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The contact centre workforce for 2024 & beyond: A report
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Today, it’s critical for organizations to ensure that they have the right technology and strategies to improve their employee’s schedules, activities, performance, and overall satisfaction. However, deciding on a contact centre workforce solution is easier said than done. Access this guide to learn more.
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The patient experience (PX) revolution in healthcare
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Influenced by their consumer interactions, patients now expect easy, seamless, and personalized healthcare experiences.Gain insights from our major global research survey that show how healthcare providers are rethinking and repositioning contact centers in support of a reimagined PX.
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Application Performance Management: Improving service availability
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If it can't be measured, it can't be managed. Telemetry on applications and IT infrastructure are key to keeping applications running optimally and reducing unplanned downtime. Beyond using telemetry data to respond to abnormal events, historical data analysis can reveal more systemic issues. In this e-guide we look at trends in APM.
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February ezine: Look to the future
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Research report: Private/hybrid cloud buyer's guide
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The report analyzes the evolving private/hybrid cloud management and resiliency platform markets, highlighting key trends like AI/ML integration and cloud cost optimization. It provides insights into leading vendors and their capabilities to help enterprises make informed decisions. Read the full report to learn more.
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Microsoft Teams Phone PSTN Buyer’s Guide
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Download this concise e-book for a buyer’s guide that describes Microsoft Teams’ PSTN integration choices. You will learn about the advantages and drawbacks of each without drowning in the details or losing sight of your original goal—to add voice service to Microsoft Teams.
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4 tips for unlocking exceptional self-service using AI
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Download this guide to conversation AI in the contact center to learn the 4 big benefits of using AI for customer engagement, as well as 4 tips to create exceptional self-service experiences.
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2024 global contact center KPI benchmarking report: What to know
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Today’s organizations are constantly looking for new ways that they can enhance their contact center processes in order to make operations more efficient. To do so, many have turned to generative AI and other automation tools. However, does this technology actually live up to the hype? Dig into this report.
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Cross-channel citizen care: Overcoming contact center challenges
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A Computer Weekly e-Guide to CRM
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We take a look at the fundamental do's and don'ts of Customer Relationship Management. Including examples of how companies are utilizing it to their advantage and how to avoid making mistakes in the world of building bridges with your customers.
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The ABCs of SBCs (session border controllers)
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To learn the ABCs of SBCs (session border controllers), browse this 8-page white paper that digs into 3 key SBC use cases, a wide range of SBC tools, and more.
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Market Study Contact center of 2030
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Contact center leaders expect major transformations by 2030, including cloud-based platforms, remote workforces, and data-driven decisions. Discover the key findings and action plans for the contact center of the future in this exclusive market study.
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Building Loyalty in Insurance Through an Elevated CX
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In a saturated industry like the insurance marketplace, today’s providers are putting an emphasis on both the customer and employee experiences. With disconnected interactions and low-quality support plaguing the industry, the time is now to invest in an improved CX strategy. Read on to learn about a platform that ensures your CX rises above.
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CX leader’s guide for improving holiday retail experiences
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Discover how AI-powered automation can help contact centers manage seasonal staffing challenges and deliver exceptional customer experiences during the holiday rush. Download this e-book to learn more.
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Research report: Benchmarking banking industry's progress on AI-powered CX
By: Talkdesk
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This benchmark explores how banks and credit unions use AI and omnichannel tactics to boost customer experience and loyalty. Discover key trends like rising CX importance, more AI and omnichannel spending, and digital transformation hurdles. Access the full report for optimal CX strategy insights.
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How To Choose The Right CX Delivery Partner In An Age Of Rising Cyber Threats
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Secure your customer experience with the right BPO partner. This guide explores how to identify genuine security best practices, mitigate risks, and maximize rewards. Read the full white paper to learn how to choose the right CX delivery partner in an age of rising cyber threats.
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ConnectIV CX for Community Engagement
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ConnectIV CX for Community Engagement is a cloud solution enhancing citizen services for municipalities. It integrates with current infrastructure, providing AI automation, omnichannel support, and real-time analytics to transform resident engagement. Discover more in our full product overview.
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Computer Weekly – 27 February 2024: Microsoft's 'unfair' cloud licensing under scrutiny
By: TechTarget ComputerWeekly.com
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In this week's Computer Weekly, we examine claims that Microsoft's licensing policies are damaging competition in the cloud. Our latest buyer's guide asks if hybrid cloud is now CIOs' end goal, and not just an interim step on the journey. And we look at how the focus on customer experience is impacting the unified comms market. Read the issue now.
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The 2024 technology trends report
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Upstack Digest AI and CX
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UPSTACK's digest includes a variety of articles about what you need to know about AI and Customer Experience and how to effectively leverage automation.
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Explore How AI is Transforming Customer Experiences
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Explore how AI and generative AI are reshaping the customer experience. Access this white paper to learn how enterprises can harness AI to drive impactful customer and business outcomes, address workforce challenges, and partner with the right technology provider.
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According to a recent study, every year $98 billion is lost by companies failing to provide “simple” experiences that customers want. This report provides a complete breakdown of the current state of customer experience, looking at the key trends defining the modern customer’s demands. Read on to learn more.
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For increased brand loyalty, start with improving your CX
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Let’s face it, no one calls into a contact center to tell employees that they are doing a good job. Your customers call in because they have an issue or need assistance. This is why when your agents are trained in compassion and empathy, your organization can reap the benefits of increased brand loyalty and increased revenue. Read on to see how.
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Improve your contact center efforts & other CX tips for success
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Today, customer experience (CX) is more important than ever, and doing the bare minimum throughout your contact center processes is no longer cutting it. So, what can contact center leaders do to enhance their CX efforts? Access this article to learn more.
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Unified Communications Buyers’ Guide
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In this e-book, explore the key themes and concepts organizations should consider when selecting Unified Communications as a Service (UCaaS) technology.
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Transform your contact centers with top AI & cloud tech
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Discover how ConnectIV CX, a revolutionary contact center solution by InterVision, leverages cutting-edge AI/ML, cloud flexibility, and customer-centric design to transform the contact center experience. Learn more by reading the full blog post.
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Upstack 2023 annual report
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This 2023 Annual Report captures the value UPSTACK has worked hard to deliver for their customers and the major milestones they have reached along the way.
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Key compliance considerations for the shift to cloud voice
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The shift to cloud-based voice platforms is transforming communication and collaboration in businesses worldwide. Download this white paper to unlock key compliance considerations to prepare for the shift to cloud voice.
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Computer Weekly – 12 May 2020: Will the NHS's Covid-19 contact-tracing app work?
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In this week's Computer Weekly, we get the expert reaction to find out if the NHS contact-tracing app will work. Staying close to clients is crucial through lockdown – we look at the importance of customer experience management. And one CIO explains how he implemented a digital transformation plan in two weeks. Read the issue now.
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The top 5 metrics shaping bank & credit union performance
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The contact center has become one of the most important factors when it comes to customer retention in the banking sector. But it’s more than just achieving daily KPI’s, it’s about optimizing your services by focusing on the metrics that truly matter. Read on to learn about the five most important performance metrics for the call center.
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The Contact Center Leader's Guide To Operational Efficiencies And Service Excellence
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Explore strategies to enhance customer experience and operational efficiency in your contact center. This guide covers solutions like rebadging, agent assist, RPA, chatbots, and more. Learn how to navigate the CX maze and deliver exceptional service. Read the full white paper.
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As economic pressures force consumers to be more money conscious, organizations recognize the stakes. In this Talkdesk Research Report, 303 global responses were collected among CX professionals employed by Retail and eCommerce organizations with more than 200 full-time employees. Read on to learn more.
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Aviatrix Edge – The Gateway to Simplified Hybrid Cloud Connectivity
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Aviatrix Edge simplifies hybrid cloud connectivity by blending cloud networks and on-premises infrastructure. It offers advanced networking capabilities, diverse connectivity options, and high-speed encryption to provide secure, resilient, and high-performance hybrid networking. Read the solution brief to learn more.
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Discover the metrics that matter for customer loyalty in 2024
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Discover the metrics that matter most for contact centers in 2024 and beyond. This report explores how to measure customer loyalty, uncover actionable intelligence, and strengthen brand value. Read the full research to learn the key metrics for the modern customer experience.
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As AI and hybrid cloud adoption increase, security and integration have become critical requirements for modern storage environments. Dig into this ESG report to learn how how storage must evolve to power AI workloads and enable secure, seamless hybrid cloud operations.
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Secure Storage Environments: Enterprise Strategy Group Report
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To gain insight into how storage must evolve to empower an AI-based application era, TechTarget’s Enterprise Strategy Group surveyed 350 IT professionals who are knowledgeable about their organization’s purchase process for storage, servers and client technology solutions. Unlock the insights in this report.