White Papers

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Making the Move to Multi-Channel: A Guide to Assessing, Selecting & Implementing Your ACD/CRM Integration in the Contact Center

Learn about the 12 key factors when considering how best to tie together CRM systems that store customer data and ACD solutions that provide telephony, multi-channel rules and routing, and workflows.

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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.


Delivering in the Customer Bill of Rights – How to transform complex integration into a simple, friendly customer experience

This eBook highlights what you can do to take frustration out of the customer journey and how to take advantage of the opportunities complex interactions offer.

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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.


The Art & Science of Delivering Exceptional Customer Experiences

Find out how 5 best practice principles derived from the words of wisdom written by famous artists and scientists can be a catalyst for inspiring more successful contact center solutions.


The Loyalty Lifecycle

Proactively Engaging Customers at Key Moments of Truth – Learn how to build a customer loyalty lifecycle to understand and anticipate customer needs. This ebook provides powerful tools for engaging customers, building loyalty and measuring success.

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What Happens When They Are Gone: What to Look for in a Hosted Contact Center Support Group

What to look for in a hosted contact center technical support group – post deployment

Voice Self Service, IVR & Automation


Turn the Channel of Last Resort into a First Rate Customer Experience

This ebook demonstrates how the dynamic application of data within the telephony channel will alleviate customer frustration and deliver a more successful customer experience.


Best Practice Tips: Leveraging Automated Voice Self Service for Improving Customer Service

With the advancement of automation technology, new opportunities to improve customer service while containing costs have emerged. This white paper provides best practice tips for improving customer service with hosted automated voice self service solutions.


Dial N11 3-Digit Reach & Response for States Local Governments and Agencies

This white paper examines alternatives for deploying N11 services as on demand services with voice self-service where applicable. It looks at how a hosted model can cost effectively provide efficiency to directly address public sector concerns and value to a broad base of callers.

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