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
By: TechTarget ComputerWeekly.com
Type: Ezine
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
By: 8x8
Type: Analyst Report
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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Enhance security with automation
By: Red Hat
Type: eGuide
Explore how automation enhances security by unifying investigation, threat hunting, and incident response across an organization. Learn from customer success stories using Red Hat Ansible Automation Platform to boost productivity, efficiency, and security posture. Read the e-book to discover how automation strengthens your security approach.
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Frost Radar™: North America Enterprise Cloud Contact Centers 2024 Report
By: DialPad
Type: Research Content
This comprehensive analysis of the ECCC space includes current market dynamics and trends, competitive benchmarking, strategic growth recommendations, tips for improving the customer experience (CX), and guidance on achieving operational excellence (OPEX). Access this report to gain more insight.
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Infographic: CPaaS tools driving the market
By: TechTarget ComputerWeekly.com
Type: eGuide
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
By: TechTarget ComputerWeekly.com
Type: eGuide
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
By: 8x8, Inc.
Type: eBook
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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ASEAN IT Priorities 2022: Top Observations & Trends
By: TechTarget ComputerWeekly.com
Type: eGuide
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
By: TechTarget ComputerWeekly.com
Type: eGuide
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
Type: Ezine
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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Total Economic Impact
By: Amazon Web Services
Type: White Paper
Forrester's analysis of six current Amazon customers found that Amazon Connect reduced contact center costs, deflected and streamlined calls, improved visibility, simplified management, and boosted customer experience (CX) — while providing dependability and agility at scale. Click here to learn more.
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Total Economic Impact
By: Amazon Web Services
Type: White Paper
Forrester's analysis of six current Amazon customers found that Amazon Connect reduced contact center costs, deflected and streamlined calls, improved visibility, simplified management, and boosted customer experience (CX) — while providing dependability and agility at scale. Click here to learn more.
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February ezine: Look to the future
By: MicroScope
Type: Ezine
An issue with plenty of predictions about what the year ahead holds for the channel
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The contact centre workforce for 2024 & beyond: A report
By: ServiceNow
Type: Analyst Report
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
By: TalkDesk
Type: White Paper
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
By: TechTarget ComputerWeekly.com
Type: eGuide
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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Research report: Private/hybrid cloud buyer's guide
By: Morpheus Data
Type: Analyst Report
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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Role of Amazon WorkSpaces in desktop and app virtualization
By: AWS & CloudHesive
Type: ESG Showcase
As the network perimeter expands, security must adapt. This Enterprise Strategy Group Showcase explores how Amazon WorkSpaces and AWS can help secure remote access and simplify desktop and app virtualization through hybrid models. Read the full content to learn how you can enhance IT agility and user trust.
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How to choose external communications integrations for Microsoft Teams
By: 8x8
Type: eBook
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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The ROI of Dialpad AI Contact Center: An economic analysis
By: DialPad
Type: Forrester Total Economic Impact Report
Dialpad AI Contact Center provides customer service leaders the ability to improve the customer and agent experience, and recently commissioned an economic analysis to examine the cost savings and benefits customers can expect. Access the report to learn more.
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Unleashing a Contact Center Transformation Innovation with Generative AI
By: Amazon Web Services
Type: White Paper
From touch-tone to conversation, agent coaching to AI-powered learning, reporting and analytics to AI-powered business insights and actions, AI technologies are changing the customer contact landscape. Click here to learn more.
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Unleashing a Contact Center Transformation Innovation with Generative AI
By: Amazon Web Services
Type: White Paper
From touch-tone to conversation, agent coaching to AI-powered learning, reporting and analytics to AI-powered business insights and actions, AI technologies are changing the customer contact landscape. Click here to learn more.
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4 tips for unlocking exceptional self-service using AI
By: 8x8
Type: eBook
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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The state of contact centers in 2024: A benchmarking report
By: Talkdesk
Type: Research Content
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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Optimizing Your Contact Center Resources Uplifts the Experience for Everyone
By: Amazon Web Services
Type: White Paper
Optimizing Your Contact Center Resources Uplifts the Experience for Everyone Capitalizing on the Conjunction of the Employee and Customer Experience Builds Better Business Outcomes. Click here to learn more.
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Optimizing Your Contact Center Resources Uplifts the Experience for Everyone
By: Amazon Web Services
Type: White Paper
Optimizing Your Contact Center Resources Uplifts the Experience for Everyone Capitalizing on the Conjunction of the Employee and Customer Experience Builds Better Business Outcomes. Click here to learn more.
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Cross-channel citizen care: Overcoming contact center challenges
By: Intervision
Type: White Paper
With the average, overall satisfaction rate for digital government contact centers being 66%, it has become clear that agencies and organizations need to step up their game when it comes to the citizen experience. So, how can this best be done? Access this guide to learn more.
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A Computer Weekly e-Guide to CRM
By: TechTarget ComputerWeekly.com
Type: eGuide
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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Market Study Contact center of 2030
By: Foundever
Type: Research Content
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
By: Talkdesk
Type: Research Content
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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The retail playbook for thriving during the holidays
By: Talkdesk
Type: eBook
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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Talkdesk 2024 CX in Banking survey: An industry benchmark
By: Talkdesk
Type: Research Content
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
By: Foundever
Type: eBook
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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The 2024 technology trends report
By: Upstack, Inc.
Type: Research Content
This report is a powerful glimpse into the future of the changing IT landscape informed by insights gleaned from UPSTACK's leading technology experts.
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Upstack Digest AI and CX
By: Upstack, Inc.
Type: White Paper
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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ConnectIV CX for Community Engagement
By: Intervision
Type: Product Overview
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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Upstack 2023 annual report
By: Upstack, Inc.
Type: Research Content
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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The state of customer experience
By: ARG, Inc.
Type: Analyst Report
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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Computer Weekly – 27 February 2024: Microsoft's 'unfair' cloud licensing under scrutiny
By: TechTarget ComputerWeekly.com
Type: Ezine
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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Streamline municipal services with cloud-based contact centers
By: Intervision
Type: Product Overview
Explore how InterVision's ConnectIV CX for Community Engagement can help municipalities streamline service delivery and enhance resident satisfaction. This cloud-based contact center platform offers AI-powered automation, real-time data insights, and expert support to optimize municipal operations. Read the full product overview to learn more.
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Creating a Culture of Compassion in Retail Contact Centers
By: Talkdesk
Type: White Paper
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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How to choose the right UCaaS platform for your business
By: 8x8
Type: eBook
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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Essential Strategies for Exceptional Customer Experience
By: TechTarget Customer Experience
Type: eGuide
In today's competitive landscape, delivering a seamless and personalized customer experience (CX) is no longer optional—it's essential. A well-structured CX framework provides the blueprint for meeting and exceeding customer expectations while streamlining your operations.
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Build Better Connections: Why Your Business Needs a CX Framework
By: TechTarget Customer Experience
Type: eGuide
In today's competitive landscape, delivering a seamless and personalized customerexperience (CX) is no longer optional—it's essential. A well-structured CX frameworkprovides the blueprint for meeting and exceeding customer expectations whilestreamlining your operations.
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Transform your contact centers with top AI & cloud tech
By: Intervision
Type: Blog
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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What is the work of contact center services?
By: Intervision
Type: Blog
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.