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customer service center

Results 101 - 125 of 132Sort Results By: Published Date | Title | Company Name
By: Cisco     Published Date: Apr 10, 2015
The data center has gone through many major evolutionary changes over the past several decades, and each change has been defined by major shifts in architectures. The industry moved from the mainframe era to client/server computing and then to Internet computing. In 2011, another major shift began: the shift to a virtual data center. This has been the primary driver in enabling customers to transition to the cloud and ultimately IT as a service. The shift to a virtual data center will be the single biggest transition in the history of computing. It will reshape all the major data center tiers: applications, storage, servers and the network.
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cisco, zk research, data center, itaas, migration, cloud computing, applications, servers, network, service management
    
Cisco
By: Cisco     Published Date: Dec 21, 2016
CTOs, CIOs, and application architects need access to datacenter facilities capable of handling the broad range of content serving, Big Data/analytics, and archiving functions associated with the systems of engagement and insight that they depend upon to better service customers and enhance business outcomes. They need to enhance their existing datacenters, they need to accelerate the building of new datacenters in new geographies, and they need to take greater advantage of advanced, sophisticated datacenters designed, built, and operated by service providers. IDC terms this business and datacenter transformation the shift to the 3rd Platform.
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Cisco
By: Rackspace     Published Date: Aug 28, 2014
In this webinar an expert panel will examine the infrastructure needs of customer-facing applications by examining the challenges faced by businesses in the most demanding industries.
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rackspace, cloud applications, customer service, consumer applications, ebusiness, data center, cloud computing, cloud hosting, infrastructure, customer satisfaction, enterprise software, customer experience management
    
Rackspace
By: IBM     Published Date: Feb 26, 2016
"When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands? IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customers’ needs, faster. "
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ibm, watson engagement advisor, analytics, customer service, application integration, business intelligence, customer interaction service, customer relationship management, enterprise software
    
IBM
By: Oracle     Published Date: Nov 01, 2013
Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
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zenithoptimedia, oracle, knowledge management, transform customer service, oracle comprehensive solution, optimize customer service, contact center, web self-service environment, support experience, reduce service costs, competitive differentiation, strategically implemented knowdge, knowledge management initiative, web self-service goal, collaborative knowledge creation, enterprisewide, customer service deployment, customer relationship management, business intelligence
    
Oracle
By: Oracle     Published Date: Nov 01, 2013
Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.
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zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions, cloud service platform, social media, risk alienating customers, saas, customer experience, brand is customers, it complexity, service improvements, knowledge management, call center management, customer satisfaction, customer service
    
Oracle
By: Oracle     Published Date: Nov 06, 2013
A key step in executing an effective social media strategy is to start with your vision for social customer service. Ask yourself and your team a few questions:
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social customer service, social media, customer service, customer care, contact center, social contact center, social customer care, social care, call center, customer support
    
Oracle
By: Cisco     Published Date: Jan 05, 2015
The data center has gone through many major evolutionary changes over the past several decades, and each change has been defined by major shifts in architectures. The industry moved from the mainframe era to client/server computing and then to Internet computing. In 2011, another major shift began: the shift to a virtual data center. This has been the primary driver in enabling customers to transition to the cloud and ultimately IT as a service. The shift to a virtual data center will be the single biggest transition in the history of computing. It will reshape all the major data center tiers: applications, storage, servers and the network.
Tags : 
data center, consolidation, server virtualization, new applications, it management, data management
    
Cisco
By: Oracle     Published Date: Apr 05, 2013
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. By tracking the interplay between these, you can more easily identify meaningful key performance indicators.
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contact center, oracle, call center, touch point methodology, face to face, contact center agents
    
Oracle
By: Oracle     Published Date: Apr 05, 2013
Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.
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expect better service, better products, better communication, smarter service, contact center, oracle
    
Oracle
By: Clearvale by BroadVision     Published Date: Aug 21, 2009
The move towards self-service is clearly about mitigating costs. But self-service models can also deliver significant benefits to users when they combine the best of online convenience with the insight and personal touch of an experienced sales or service rep.
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self service, customer service, customer relationship management, crm, live support, online help, online support, cost control, self-service, call center, call center management, broadvision
    
Clearvale by BroadVision
By: Soffront     Published Date: Aug 21, 2009
Companies are discovering that a Knowledge Management System (KMS) has grown from a nice to have concept, to a must-have asset in customer facing departments. Providing immediate answers to customers requires easy access to the important product and business knowledge of an organization. KMS makes that possible.
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knowledge management, information management, knowledge base, product information management, pim, product knowledge, customer service, customer support, call center management, soffront, sales & marketing software, sales automation, contact management, customer experience management
    
Soffront
By: Interactive Intelligence     Published Date: Sep 11, 2013
The customer service contact center thrives on performance metrics. These metrics provide operational insight into the efficiency of the customer service process, including how effectively customer service representatives are performing their duties — as well as how well customers are being served. Many performance metrics are as old as the contact center industry itself and are still in widespread use today. The purpose of this paper is not to disparage existing contact center performance metrics or to suggest that these metrics no longer matter. The authors acknowledge that the metrics that matter to the reader’s contact center are the ones that make sense in that particular situation. Rather, this paper explores some of the emerging metrics that specifically acknowledge and address the changing attitudes, objectives and definition of the contemporary contact center.
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contact center metrics, interactive intelligence, contact centers, industry, representatives, performance metrics, customers, customer service process, call center management, call center software, customer satisfaction, customer service
    
Interactive Intelligence
By: Upstream Works     Published Date: May 15, 2008
It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
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customer, customer satisfaction, customer service, call center, call center management, contact center management, upstreamworks, upstream works, best practices, contact management, customer experience management
    
Upstream Works
By: Network Automation     Published Date: Oct 23, 2008
In good economic times, success simply means keeping pace. After all, the market is demanding your company’s products and services, and your responsibility is simple: keep up with the demand no matter what it takes. Most managers, whether they are business managers or technology managers respond to this situation the same way. They hire more people to shoulder the increased load. Sales managers seek out more sales reps. Foremen bring more assembly workers online. Customer service beefs up the call center. And IT managers hire more administrators to maintain the constant flux of demands from users, applications, systems, and networks.
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network automation, business, process, automation, processes, tough economy, bad economy, workflow, process improvement, streamline it, strategies, networking, network management, network performance, network performance management
    
Network Automation
By: Genesys     Published Date: May 07, 2009
This white paper provides insights on the key attributes of SIP for customer service; how businesses can prosper with adoption of SIP; and flexible deployment strategies for migrating from TDM to VoIP. In addition, this paper will look at the available software, including relatively new arrivals such as unified communications, which can enhance a distributed customer sales and service strategy. Learn more today!
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genesys, virtualization, ip migration, voip, sip, session initial protocol, voice over ip, customer service, ip network, data center, unified communications, internet engineering task force’s, ietf’s, enterprise applications, data center design and management
    
Genesys
By: IBM Software     Published Date: Feb 11, 2011
Learn how leading telecommunications companies are leveraging business intelligence, performance management and predictive analytics to increase revenue and improve operations.
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ibm cognos, business analytics, telco, business intelligence, performance management, customer service, call center operation, roi, ip telephony, application performance management, call center management, call center software, customer interaction service, customer relationship management, customer satisfaction, return on investment, analytical applications
    
IBM Software
By: Oracle     Published Date: Sep 10, 2012
This white paper provides an overview of what citizens want and expect in their customer service interactions with federal agencies and outlines eight steps for establishing an integrated multichannel contact center experience that meets citizens' nee
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oracle, meeting citizen expectations, customer service
    
Oracle
By: Oracle     Published Date: Sep 11, 2012
his Executive Brief explores the strategies your business can take to turn customer service into a profit center and help grow revenue.
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call centers, customer service, contact centers, customer experience, oracle
    
Oracle
By: Genesys     Published Date: Jun 11, 2013
Your new all-in-one contact center should include all of the tools needed to support efficient and effective customer service. Great contact center solutions allow you to do more with less; less IT time to deploy and monitor; less agent time to answer and resolve customer requests; and less administrator frustration as they try to adjust resources to meet operational demand.
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contact centers, customer service, solution, technical, technology, drive business, voice, strategy, networking, knowledge management, data management
    
Genesys
By: Cisco     Published Date: Dec 04, 2015
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
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cisco, gartner, magic quadrant, contact center, infrastructure, telephony support, networking
    
Cisco
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