White Papers

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Driving Revenue with Cross-Channel Customer Intelligence – Key Business Issues for Oracle CRM Users

The omni-channel approach places enormous demands on organizations to interact faster, smarter and in a more relevant way. Download this eBook and learn more.

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Contact Center Multisourcing, the New Model For Multi-Vendor Customer Care

New technology is now available that specifically addresses many issues that prevent a move towards multi-vendor contact center infrastructure. This white paper explains the technology that helps you to take control over contact center resources that you do not completely control.

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ACD Empowered CRM, 10 Questions Answered

This white paper answer questions on how to create contextual awareness to enhance customer satisfaction, leverage CRM intelligence to improve agent performance, gain cross-channel insight for contact agility and more.

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Winning the Hearts and Minds of Customers: The Anatomy of a Successful Multichannel Contact Center

Learn about the technology elements that are needed in a multichannel contact center to enable you to develop a loyal customer base that will empower your brand. This white paper focuses on a cloud solution to help you take advantage of the agility offered in virtual agent deployment and channel flexibility without the burdens of capital expenditures and on-premise hardware.


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