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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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
The evolving contact center landscape demands innovative solutions for better customer engagement. InterVision's ConnectIV CX, leveraging Amazon Connect, transforms contact centers with its cloud-based platform, offering:
- Advanced AI and machine learning to enhance contact center capabilities
- Cloud flexibility for easy customization and scaling
- Comprehensive support and strategies for streamlined operations
ConnectIV CX integrates cutting-edge technology and expert guidance to improve the customer experience and drive proactive decision-making.
Dig into this article to learn more and discover how you can revolutionize your contact center and surpass customer expectations.
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2024 global contact center KPI benchmarking report: What to know
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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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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Optimize your contact center operations with 4 key solutions
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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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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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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Self-service AI & automation: Benefits, hurdles, and more
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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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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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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Contact Center-as-a-Service MetriRank 2023
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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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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The new era of automation & intelligence for the contact center is here
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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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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Your Call Is Important To Us: Modernizing Contact Center Operations Through AI And ML
By: ZS
Type: Case Study
AI and machine learning are transforming contact center operations, enabling leaders to drive efficiency and exceptional customer service. Explore how to leverage these technologies to modernize your contact center in this white paper.
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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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Contact center buyer’s checklist: The need-to-haves you need to know
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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Top contact center technology 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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What is the future of contact centers?
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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G2 Grid Report: Enterprise Asia Pacific Regional Grid® Report for Contact Center Workforce
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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Call center systems that elevate customer and agent experience
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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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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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 RE/MAX improves agent retention with Dialpad AI
By: DialPad
Type: Case Study
Learn how real estate company RE/MAX set a new customer service standard, improved agent retention, and connected 100k+ agents worldwide with Dialpad's cloud communications platform. Read the full case study to see how Dialpad's AI-powered features empowered RE/MAX's team.
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Report - Technical Customer Support: A Hidden Revenue and Loyalty Creator
By: GoTo
Type: Research Content
CCW Europe and GoTo teamed up to survey how customer management leaders are cultivating memorable customer experiences through first contact resolution (FCR). The results are laid out in this report alongside some actionable strategies that CX teams can adopt to really propel their FCR rates to new levels.
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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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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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Transforming Municipal Service Delivery
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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Leveraging AI to Address Municipal Service Challenges
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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Saving Citizens 100,000 Hours of Potential 'On Hold' Time Per Year
By: FourNet
Type: Case Study
Newcastle City Council reduced average call wait times by 79% and increased calls answered by 77% without significant investment. Read this case study to learn how they optimized their contact center operations.
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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 for Contact Center Managers in the Healthcare Industry
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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5 best practices for improving first call resolution & 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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Improve your contact center efforts & other CX tips for success
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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Top contact center tech benefits: Keys to know for success
By: Intervision
Type: Blog
Contact center technology can enhance customer service by providing stronger analytics, improved operations, and happier customers and agents. Learn more about the benefits of this technology in this blog post.
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15 best practices to supercharge 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.
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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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Enhancing your contact centers with top tech: A guide
By: Intervision
Type: Blog
A call center differs from a contact center in technology. Contact center software supports omnichannel communication, analytics, and efficiency for improved customer experience. Upgrade your contact center with new technologies. Learn more in this article.
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How to transform your agent experiences in the contact center
By: Intervision
Type: Blog
Modern contact center solutions can transform agent experiences, boosting efficiency, engagement, and customer satisfaction. Learn how to revolutionize your contact center and drive business success by reading the full article.
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What are the emerging technologies in contact centers?
By: Intervision
Type: Blog
Explore the emerging technologies transforming contact centers, from cloud-based networks to advanced data analytics. Learn how to leverage the latest innovations to enhance customer experiences and empower your agents. Read the article to discover the future of contact center technology.
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What Are Common Services Provided by Contact Centers?
By: Intervision
Type: Blog
Contact centers offer a wide range of services depending on the products or services their organization provides. However, if your contact center does not offer the right services that are aligned with your customer’s needs, you run the risk of losing customers. Read on to learn more about offering the services your customers need, every time.
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The secret to bridging the CX journey gaps
By: 8x8
Type: Blog
Discover in this blog post how you can elevate customer engagement with 8x8 Engage, supporting your customers with a carefully-engineered solution that delivers tailored capabilities traditionally reserved for the contact center.
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Analyst report: The evolving conversational AI market
By: Boost.ai
Type: Gartner Research Report
Explore the evolving conversational AI market with Gartner's Research Report. Discover GenAI-native solutions, essential capabilities, and expert recommendations to navigate the vendor landscape and choose the right solution. Access the full report for insights.
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15 best practices for efficient contact center management
By: Broadvoice
Type: Blog
Agents are worn thin, burnt out, and over-taxed. To improve this situation starts with contact center management. Read this blog post to consider 15 best practices to stay efficient and on-trend with your contact center management this year.
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How to unlock operational efficiency in the contact center
By: Intervision
Type: Infographic
With so many contact center solutions and platforms available, it can be hard to know what to choose. This infographic details a cutting-edge solution powered by Amazon Connect that changes your call center into a full ecosystem where your agents are empowered to tackle your customer’s most complex requests. Read on to learn more about it.
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What is the Most Common Contact Center Technology?
By: Intervision
Type: Blog
When it comes to your contact center, in order to keep up with both consumer demands and agent satisfaction, you need the right tools to get the job done. With so many rapid changes happening in the customer service technology space, it can be difficult to keep up, but with the right partner it doesn’t have to be. Read on to learn more.