Improve Contact Center KPIs. As customers demand higher levels of service it's now critical to make sure your contact center agents are equipped to keep pace. Learn how deploying a virtual agent on CSR desktops enhances agent performance and efficiency.

Who would benefit from downloading this Whitepaper:

• Directors, C-Level and above of;
• The Contact/Call Center
• Customer Service
• Customer Experience
• Marketing
• E-Commerce

NOW Is the Time to Get Online Self-Service Right! Indicators are everywhere that 2013 is the year when virtual assistant technology will dominate the customer service landscape. Here are 8 reasons why we think it is time for online self-service to shine.

Who would benefit from downloading this Whitepaper:

• Directors, C-Level and above of;
• Customer Service
• Customer Experience
• Marketing
• E-Commerce

Stop These Dollars From Flying Away... When your website does a poor job of resolving customer service issues, the escalation costs are truly astounding. Our latest report shows you where these runaway costs originate, and how you can stop them.

Who would benefit from downloading this Whitepaper:

• Directors, C-Level and above of;
• Customer Service
• Customer Experience
• Marketing
• E-Commerce

How to Impress Customers with Your Own Digital Assistant Technology . Today's consumers have fallen in love with personal digital assistants like SIRI. This report reveals exactly what you need to do in order to keep pace with their new expectations.

Who would benefit from downloading this Whitepaper:

•Directors, C-Level and above of;
•Customer Service
•Customer Experience
•Marketing
•E-Commerce

Discover the 3 Ingredients for Customer Service Excellence that Most Companies Miss. Only 8% of organizations deliver truly excellent customer service. In this report, we make the path to excellence EASY, with a simple 3-part formula. This report is a highly visual guide for making drastic improvements in the way your customers interact with you online. We've boiled everything down to the must-read essentials you can act on now.

Who would benefit from downloading this Whitepaper:

•Directors, C-Level and above of;
•Customer Service
•Customer Experience
•Marketing
•E-Commerce

While Customer Service and Contact Centers have always been important to a business’s ability to handle customer questions, resolve problems and deal with issues, the adoption of social media by Customer Service positions them as the unique driver of the Social Enterprise. Today’s savvy Customer Service groups are not only adopting social media, but are actively integrating interactions in social media with traditional interaction channels. Customer Service is now driving the voice of the customer (VOC) cross-functional collaboration and that integration and use of VOC data makes all departments more effective and efficient. By acting as a collaborative partner to provide VOC data to all other departments in the company, Customer Service is the pivotal creator of the new Social Enterprise.

Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies and individuals. SIP trunking, remote/mobile workers, and Unified Communications are some of many forms of VoIP applications.

Cloud technologies are rapidly changing the way businesses process and store information. Cloud computing takes advantage of two technology trends: virtualization and powerful industry-standard server hardware with a common instruction set architecture. These cloud technologies provide proven cost advantages and the flexibility to react to fluctuating demand. They also open the door to important new opportunities for communications service providers (CSPs).

The rising demand for Ethernet-based cloud, mobile and video services continues to apply enormous pressure on networks. Soon 80 percent of all new software will be available through the cloud, approximately 58 percent of all web traffic will be video based and, by the end of the decade, there will be 20 billion smart devices1 connected to the network. These megatrends represent an inflection point for service providers to consider adopting a packet-optical network solution that cost effectively meets bandwidth demands and enables differentiated, Carrier Ethernet-based services.

Consumers want access to high-quality multimedia entertainment at their convenience on a broad range of devices, including Tvs, PCs, tablets and smartphones. but factors such as surging consumer demand, proliferating video content, increasing video quality and the shift to on-demand viewing are putting pressure on current broadband network infrastructures and business models. network service providers are searching for ways to differentiate their offers, deliver a consistently high quality of experience (Qoe), control costs and generate new revenue. Many are exploring the idea of deploying their own content delivery networks (CDns) as a means to keep up with and capitalize on continuous multimedia market evolution.