Call Center Software

Grow revenue by building better relationships with your customers.

Business analytics can help customer service departments acquire the information and capabilities to transform themselves.

To explore how effectively sales organizations are dealing with change, CSO Insights conducted a Sales Engagement Optimization (SEO) study, gathering input from 354 firms. Download now to see the results.

Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media. In this year’s report, we explore how Internet shoppers use these various channels to inform purchase decisions and seek help from customer service. Readers will learn the channels that shoppers prefer in given scenarios and how to prepare their teams for optimal engagement.

In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.

Read how to improve cross-selling and up-selling, claims efficiency and market opportunities from insurance and IT industry authority, Mark Breading, SMA partner at SMA Strategy Meets Action.

With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization.

Read this whitepaper to learn why the human perspective is vital to BPA success.

Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.

For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.

Integrating social media for customer care isn't really the question for businesses anymore.

Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.

DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.

To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.

Without document classification in play, it's impossible to know what to protect. The mobile ecosystem makes workers infinitely more productive, which is one reason that it won’t go away. This white paper explores the question: How can IT govern and protect content in such ad hoc and semi-structured environments? Please download whitepaper to learn more.

For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.

In this paper, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.

Adopting a proactive approach to customer service has the potential to attract customers rather than losing them, to drive growth and innovation instead of hindering both.

This whitepaper discusses a deeper logic to multi-channel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.

ocial media is a valued communication channel for business. Yet many businesses still have questions about how to implement social media initiatives and where the contact center fits in.

Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,

This Executive Brief discusses IDC's perspective on how enterprise workload management requirements are changing and highlights the ways that workload automation solutions can address these emerging requirements

Learn how to meet expectations on the evolving consumer journey through the cross-channel commerce landscape of today, driven by technical trends.

Download a free 30-Day Trial of GFI FaxMaker - GFI FaxMaker makes sending and receiving faxes an efficient, simple and cost-effective process.

All SaaS help-desks are not created equally. From basic ticket logging to full-featured, enterprise-grade service management solutions, there truly is something for everyone. Learn more about the key factors in deciding between a comprehensive or a slimmer selection for your organization.