Customer Interaction Service

The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD . Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to: • Enhance Customer Experience • Virtualize your customer service environment • Reduce Total Cost of Ownership (TCO) Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment.

This paper explores the impact of social media on the marketplace and customer behaviors, and provides a six-step “road map” that guides organizations through the process of implementing a social media program.

Transforming the customer contact center from cost center to a strategic asset by leveraging the voice of the customer

The purpose of this white paper is to provide a five step “roadmap” that organizations can use to transform their marketing organization into a Center of Customer Experience Excellence.

The purpose of this white paper is to provide organizations with a four step roadmap that details how organizations can use VoC to make Product Management more customer-centric and significantly increase the odds of consistently delivering products that are successful in the marketplace.

Learn how your e-business can improve its overall online customer experience by understanding why customers behave the way they do.

Companies have a wealth of customer data—but they often have difficulty consolidating and analyzing it to gain strategic advantage. This paper examines how organizations can apply text analytics to analyze information captured in customer interactions, and use it to enhance customer service while gaining a variety of business advantages.

Evergage increases conversions by helping your website respond in real-time with personalized messages to people based on where they clicked and who they are – all without coding.

Social-enabled contact centers leverage social interactions to build stronger relationships with customers, deliver consistent and relevant brand experiences across touch points, and better engage customers with employees and partners. There are 3 capabilities your company will need to be successful.

This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.

Customers want to solve their issues quickly and easily on the Web. Here we provide 3 recommended capabilities to invest in to transform company knowledge and Web self-service tools so you can achieve higher customer retention and save millions on support costs.

In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.

3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.

3 best practices for providing ‘a little extra service’ using chat and email management that will save your company money and drives high customer satisfaction at the same time.

In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That’s why so many of the world’s most successful organizations choose to deliver customer service in the cloud. This eBook is a short introduction on how IT helps drive value for the business through cloud-based customer service solutions.

Customers want to solve their issues quickly and easily on the Web. Here we provide 3 recommended capabilities to invest in to transform company knowledge and Web self-service tools so you can achieve higher customer retention and save millions on support costs.

This Executive Brief explores the role of service and support in creating great customer experiences, the service goals market leaders use related to customer experience, the Oracle approach for empowering new service experiences, and how Oracle’s service solutions can help organizations create and manage their own great customer experiences across all channels, touchpoints, and devices.

One of the biggest challenges facing companies is how to serve consumers in an environment where customer engagement is rapidly shifting. With the consumerization of customer service taking root, implementing a successful customer service experience strategy means enterprises need to be agile enough to serve customers on the their own terms across all channels.  This business guide shares best practices for how to do this successfully.

Social-enabled contact centers leverage social interactions to build stronger relationships with customers, deliver consistent and relevant brand experiences across touch points, and better engage customers with employees and partners. There are 3 capabilities your company will need to be successful.

Many sales leaders are learning that a successful approach to enablement includes providing reps with tools that can help them monitor and track the steps the buyer has already taken on his or her journey. This guide will show you how.

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.

"We will show you the power of the ServiceNow single system of record through some easy-to-follow demonstrations. This webinar includes demonstrations of: • Incident, Problem and Change Management • Service Catalog & Self Service • Performance Analytics "

To reach the customers of IT services, you have to abandon long-entrenched models of IT thinking & replace them with a customer-focused model that focuses on value, experience & context. Join the webinar to understand the issues internal customers face with IT, & see how IT can evolve from being the department of no to the department of now.

Increasingly, Chief Marketing Officers are being held accountable for revenue performance. This white paper reviews what top revenue performing companies are doing differently than the rest in measuring revenue and aligning sales and marketing teams.

Marketing Automation is technology that allows you to nurture leads through automated campaigns. Because marketing automation uses email as one of its methods for engaging customers, we are often asked, “What is the difference between Marketing Automation and Email Marketing?” For small businesses, marketing automation is a tool to take your marketing to the next level while saving your organization’s resources in the long run. Marketing automation builds upon your email marketing strategies to produce superior results. In this paper, we’d like to show you what marketing automation can do for you and help you decide if your organization is ready to graduate to a marketing automation solution.