Transform Your Contact Center with AWS and Local Measure
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How generative AI can revolutionize the contact center
By: Talkdesk
Type: eBook
As organizations continue to look for new ways to enhance their customer service efforts, many have started to leverage generative AI and large language models (LLMs) to transform contact centers and future CX operations.
This guide can provide you with a look at the current gen AI landscape, covering how LLMs can improve conversational AI, enhance analytics to understand customer sentiments, and streamline knowledge and quality management. Yet, it warns of ethical issues like transparency, bias, data security, and job displacement with AI adoption.
Dig into the guide to learn more and discover how you can best equip your company to achieve their contact center goals.
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How to elevate your contact center with AI-empowered agents
By: Foundever
Type: White Paper
As AI transforms the contact center landscape, empowering agents is a critical priority. However, many are unsure of the best ways to do so.
This white paper explores key employee experience considerations in the age of AI, including:
- Coaching agents for complex, consultative work
- Addressing new forms of burnout and ensuring fair compensation and career opportunities
- Navigating diverse agent personalities to create a supportive culture
- And more
The paper provides a checklist of actions to help organizations empower agents and deliver exceptional customer experiences.
Read the full white paper to uncover insights that can elevate your contact center in the AI era.
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Human-AI collaboration: Unleashing the power of automated intelligence in the workplace with CCaaS
By: Windstream Enterprise
Type: Blog
Artificial intelligence (AI) is revolutionizing customer service in contact centers. Contact Center as a Service (CCaaS) with AI speeds up problem resolution, personalizes interactions, enhances data accuracy and improves quality assurance.
AI-driven CCaaS cuts wait and call times by up to 40% by automating tasks and effectively directing customers to the appropriate agent. Generative AI chatbots manage complete customer conversations, boosting retention. Additionally, AI provides insights to refine agent performance and efficiency.
Discover more about how AI-enhanced CCaaS can elevate your customer service by browsing this article.
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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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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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The top 5 metrics shaping bank & credit union performance
By: Talkdesk
Type: Research Content
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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Maximizing Contact Center Operations with Generative AI Assistants Backed by Responsible AI Principles
By: IBM
Type: Analyst Report
The advent of generative AI (GenAI) is transforming the customer experience once again. Read this IDC Spotlight report to discover how your organization can start evaluating current automation and AI capabilities, addressing bias, unpredictability, and data security challenge, and developing a comprehensive GenAI strategy.
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Optimizing Contact Center Operations
By: Broadvoice
Type: White Paper
Discover solutions to common contact center pains, including reducing call transfers, enhancing self-service with chatbots, and increasing customer satisfaction. Access this guide to learn more and explore how to optimize your contact center operations and deliver an exceptional customer experience.
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Insights on the contact center of 2030: Trends and transformations
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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Simplify your contact center's customer experience maze
By: Foundever
Type: White Paper
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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Promises & pitfalls of self-service automation
By: Talkdesk
Type: eBook
Customers have new standards for service. They want timely, efficient service that’s available to them 24/7. However, this can be difficult for organizations to manage, as most don’t have the resources to meet these expectations. So, how can automation help? Access this guide to learn more.
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Employee Empowerment in a Healthcare Contact Center
By: Talkdesk
Type: eBook
Today, healthcare providers have ample opportunity to ensure quality service. But current issues facing the industry such as the great resignation, budget constraints, and heightened consumer expectations, make things difficult for your agents. For a better patient experience, your first focus should be on the contact center. Read on to learn why.
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Strategies for an outsourcing-first approach: Contact leader's guide
By: Foundever
Type: White Paper
Discover how outsourcing-first strategies can help contact center leaders achieve more. Access this white paper to learn about the benefits of partnering with a strategic BPO provider, including improved CX, cost efficiency, and scalability.
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Unlock the true power of the contact center in 2024 and beyond
By: Foundever
Type: White Paper
As customer demands rise, contact centers must transform to create value, not just resolve issues. Learn how to turn the contact center into an operational powerhouse that boosts efficiency, customer-centricity and brand value by reading this white paper.
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Fix your contact center challenges: Government agency guide
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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Rethinking CX & contact centric metrics for 2024 and beyond
By: Foundever
Type: White Paper
This white paper examines the key metrics that matter for modern contact centers, from customer lifetime value to actionable intelligence. It provides a framework for reassessing traditional metrics and adopting new KPIs to drive customer loyalty and brand reputation. Read the full report to learn more.
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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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Marriott Consolidates Tech Stack and Gains Powerful Interoperabilty with CXone
By: NICE
Type: Case Study
Marriott International consolidated its vast tech stack and implemented NICE CXone to improve global customer service operations. The result was enhanced visibility, streamlined management, and increased agent satisfaction. Read the full case study to learn how Marriott achieved these benefits.
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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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What are the top trends to know for contact centers in 2024?
By: Intervision
Type: Blog
Explore the top contact center technology trends for 2024, including the rise of self-service, generative AI, and data analytics. Learn how to future-proof your contact center and deliver an exceptional customer experience. Read the full blog post to discover the latest insights.
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Automation tools in the contact center: An interactive guide
By: Talkdesk
Type: eBook
With new expectations for CX looming over organizations and their contact centers, many are looking for ways that they can make their customer service efforts more efficient. To do so, some have turned to generative AI. But what exactly are the benefits of this technology? Access this guide to learn more.
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Ascend for Service Providers
By: Intermedia.Net
Type: Product Overview
Discover how Intermedia's Ascend platform empowers service providers with a feature-rich, cloud-based phone system, UCaaS, and contact center capabilities. Learn how Ascend can help you deliver productivity solutions to your business customers. Read the full product overview.
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Explore Benefits of Cloud UC & Contact Center Solutions
By: Intermedia.Net
Type: White Paper
As a service provider, you can transition to a modern, cloud-based UCaaS solution with Intermedia's partner-first approach. Enjoy flexible branding, customized packaging, and industry-leading customer support. Read the whitepaper to learn more.
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Disney Streaming Streamlines Customer Experience with NICE CXone
By: NICE
Type: Case Study
Disney Streaming unified its brands (Disney+, Hulu, ESPN+, Star+) on the NICE CXone platform, enabling efficient remote support, centralized reporting, and reduced tech downtime. This case study explores how NICE CXone helped Disney Streaming expand globally while maintaining exceptional customer service. Read the full case study for more details.
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Unify your communications and collaboration with a full suite
By: Intermedia.Net
Type: Product Overview
Explore Intermedia Unite, an all-in-one communications and collaboration platform that keeps your business connected anywhere. Discover features like cloud-based phone service, mobile and desktop apps, file management, and more. Read the brochure to learn how Intermedia Unite can boost your productivity and efficiency.
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Revolutionize your contact center with conversational IVR
By: Boost.ai
Type: White Paper
Discover how conversational IVR can revolutionize your contact center. This guide explores the benefits of voice bots, including increased accuracy, flexibility, and reduced costs. Learn the 5 steps to a successful voice project and how boost.ai's solutions can transform your customer experience. Read the full white paper.
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Expert Services for Your Contact Center
By: Intervision
Type: Product Overview
Empower your contact center with InterVision's ConnectIV CX Professional Services. Elevate customer service, achieve operational excellence, and deliver outstanding experiences. Learn more in this white paper.
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Discover Luware Nimbus's Roadmap for 2025
By: Luware
Type: Product Overview
Discover the exciting roadmap for Luware Nimbus in 2025, featuring new features like Bulk Edit, Context Handover, Change Log, Custom Roles, and AI capabilities. Stay informed on the latest updates and enhancements to this powerful contact center platform. Read the full roadmap to learn more.
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Contact Center Buyer’s Checklist
By: 8x8
Type: Product Overview
Use this checklist to benchmark the most important features of contact center solutions against your own requirements, and discover solutions that can help boost your contact center efficiency.
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How is the contact center changing? 5 trends to know
By: Intervision
Type: Blog
The contact center of the future is powered by innovative technologies like AI, IoT, and UCaaS. Learn how to transform your contact center experience by leveraging the latest trends in this informative blog post.
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The future of contact centers: Trends & possibilities
By: Intervision
Type: Blog
Contact centers are evolving with the rise of omnichannel communication, IoT, self-service, and AI. Learn how virtual contact centers can help you connect with customers, empower agents, and leverage analytics to deliver excellent service. Read the full blog post to discover the future of contact centers.
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Discover the benefits of modern contact center technology
By: Intervision
Type: Blog
Contact center technology makes customer service more efficient and affordable. It provides stronger analytics, improved operations, and happier customers and agents. Learn how the right technology can enhance your customer experience by reading the full blog post.
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Intermedia Contact Center
By: Intermedia.Net
Type: Product Overview
Intermedia Contact Center tools can help businesses deliver exceptional customer experiences with features like omni-channel support, skills-based routing, real-time analytics, and more. Explore the benefits of this flexible, customizable solution in the full datasheet.
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What is contact center automation? Tips for getting started
By: Boost.ai
Type: Blog
This blog post explores the latest insights on contact center automation and how it can enhance customer service. Read on now to discover trends, tips, and strategies for streamlining operations and empowering your agents.
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Detailed cloud service description for contact center solution
By: Luware
Type: Product Overview
This white paper provides an overview of the Luware Nimbus cloud service, covering support, platform availability, limitations, maintenance, and feature requests. Learn how Luware Nimbus integrates with Microsoft Teams to enhance contact center capabilities. Read the full white paper for more details.
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Explore the role of AI and intelligent agents in contact centers
By: Intermedia.Net
Type: Blog
Intelligent agents powered by artificial intelligence are transforming contact centers, enabling 24/7 support, boosting efficiency, and enhancing personalization. Learn how you can build a smarter contact center with AI in this article.
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What systems do most of today’s call centers use?
By: Intervision
Type: Blog
Discover the key technologies that elevate the modern call center experience, from CRMs and call routing to AI-powered features. Learn how to build a future-ready contact center that delivers exceptional customer service. Read the full blog post to explore the latest call center systems and best practices.
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For increased brand loyalty, start with improving your CX
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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7 key benefits of using AI in your contact center
By: Broadvoice
Type: Blog
Contact center AI solutions can boost efficiency, increase agent productivity, and streamline operations. Learn the 4 ways AI enhances contact center performance and 3 tips for effective implementation. Read the full article to discover how AI can improve your contact center.
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Deliver better customer experiences with contact center solutions
By: Intermedia.Net
Type: Product Overview
Learn how you can help your business deliver better customer experiences with customizable features, AI-powered analytics, and seamless integrations. Read the full guide to discover more.
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Designing Customer Conversations: Best Practices
By: Talkdesk
Type: eBook
To design customer conversations, it’s crucial to consider the user experiences and not just the artificial intelligence that’s behind the processes. However, to do this, companies need to know the dos and don’ts for successful virtual agents, as well as the basics for creating proper customer conversations. Access the guide to learn more.
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How you can transform the patient experience through contact centers
By: Broadvoice
Type: eBook
Modern contact centers are transforming the patient experience in healthcare by improving accessibility, efficiency, and communication, leading to greater satisfaction and better clinical outcomes. Download this e-book to learn more and discover how contact centers can optimize your healthcare organization.
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NICE vs. AWS vs. Cisco vs. the rest: Contact Center as a Service vendor guide
By: NICE
Type: Analyst Report
This Gartner Magic Quadrant evaluates leading Contact Center as a Service (CCaaS) providers, assessing their ability to execute and completeness of vision. It provides insights to help customer service leaders find the best-fit CCaaS solutions for their needs. Read the full report to learn more.
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Streamlining 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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Discover the benefits of cloud-based contact center solutions
By: Intermedia.Net
Type: Product Overview
Intermedia Contact Center offers a cloud-based solution to enhance customer interactions. It provides omnichannel capabilities, real-time insights, and customizable call flows. Access this guide to learn more and discover how you can experience more responsive and positive customer experiences.
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Improve your CX and contact center: New tech & more
By: Intermedia.Net
Type: Product Overview
Intermedia Contact Center with Microsoft Teams integrates your customer communication platform and collaboration tools, enabling efficient customer interactions. Verified by Microsoft, this solution can build trust and provide direct Microsoft support. Read the white paper to learn more.
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Addressing Municipal Pain Points with ConnectIV CX and AI
By: Intervision
Type: White Paper
AI-powered solutions can help government agencies address key municipal pain points like high call volumes, low citizen satisfaction, and compliance issues. Learn how ConnectIV CX leverages AI to transform these challenges into opportunities for improved service delivery. Read the full white paper.
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The benefits of running a contact center over a call center
By: Intervision
Type: Blog
The terms contact center and call center are often used interchangeably, but there is a big difference between the two. When it comes to communicating with customers, organizations with more communication channels supported by today’s modern technology are leading the way. Read on to see how your organization can do the same.
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5 strategies to enhance patient experiences in healthcare: CX guide
By: Broadvoice
Type: White Paper
Discover 5 essential strategies for contact center managers in the healthcare industry to deliver personalized, efficient patient experiences. Access this white paper to learn how to automate back-office tasks, optimize IVR, leverage data analytics, provide omnichannel support, and create a unified healthcare system.
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First call resolution: 5-step guide for ensuring effective CX
By: Broadvoice
Type: Blog
When 71% of today’s customers report that they believe that a quick response from a customer service team drastically improves their experience, it has become critical for organizations to revamp their contact center efforts to prioritize speed, quality, and efficiency. Dig into this article to learn how this can best be done.
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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.
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Contact center workforce optimization: A guide
By: Broadvoice
Type: Blog
Today, 31% of customers report that they have higher service expectations than they had last year. This makes it critical for organizations to level up their customer service efforts. However, meeting these new standards is tricky, and implementing new strategies or solutions can be daunting. Browse this article to learn more.
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Enhance customer experiences with a managed CX solution
By: Intervision
Type: Product Overview
ConnectIV CX, a managed Contact Center as a Service (CCaaS) solution, enhances customer experiences through streamlined support, 24/7 US-based coverage, and proactive monitoring. Gain crucial insights and streamline service delivery with AI-powered bots. Read the full product overview to learn more.
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The complete guide to streamlining your IVR navigation
By: Broadvoice
Type: Blog
By streamlining your interactive voice response (IVR) call center system, you can supercharge your business's operational efficiency, productivity, and customer experience. Read this blog post now to get an in-depth look at how IVR can enhance your call center as well as 15 best practices to maximize its potential.