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Whitepaper Library

CustomerZone360 offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

If you are interested in contributing your White Paper into the CustomerZone360 White Paper Library, please contact us.

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The Bottom Line of Better Call Experiences

Neustar | 12/12/2018 12:14:34 PM

In our increasingly digital world, phone calls provide rare moments of human connection with customers. But the scourge of robocalls and call fraud has compromised this key communication channel. Neustar's Branded Contact Management solutions help improve outbound call engagement and bottom line results.

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Customer Engagement and the Call Experience

Neustar | 12/12/2018 12:11:12 PM

The rise in robocalling and call fraud has impacted consumers, businesses and customer engagement. Forrester’s Kate Leggett was a recent guest speaker in our webinar and we sat down with her to answer questions on the importance of delivering great experiences to your customers over the voice channel.

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Gartner Report: How to Select Live Chat Applications for Customer Engagement

Nuance | 10/2/2018 3:15:36 PM

Live chat apps are fast becoming a vital engagement channel, but too often they’re just seen as a way to get costs down, rather than a way to enhance the customer experience and increase sales.

The truth is, with the right app, there’s so much more you could be getting from your live chat investments beyond lowering service costs.

Read “How to Select Live Chat Applications for Customer Engagement” to discover the six steps Gartner recommends for selecting a live chat app, and learn why we believe it’s so important to:

• Understand the many use cases for live chat in your organization—and why you need both reactive and proactive chat
• Identify all the customer engagement and knowledge management systems live chat should integrate with
• Integrate live chat with other engagement channels, including virtual assistants and messaging, to see even bigger benefits
• Make live chat an integral part of your long-term customer engagement strategy

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The ROI of Digital Customer Engagement: 8 examples of companies winning big with virtual assistants and live chat

Nuance | 10/2/2018 2:58:57 PM

Digital engagement channels, whether through self-service options like a virtual assistant or through the one-on-one personal attention of live chat, give customers the personalized, immediate assistance they want.

On their own, they deliver fast, contextual assistance while cutting the cost-to-serve and taking strain off the contact center. But, the best experiences—the most satisfying, personalized and efficient ones—are delivered through a combination of self-service and human-assistance.

Download this guide to learn why forward-thinking organizations are increasingly opting for an integrated strategy, where live chat and virtual assistants work together seamlessly, and the results they’re achieving:

• A global airline achieved an 80% first contact resolution rate
• A major cruise line realized a $16M increase in revenue
• A global shipping and delivery company handled 50% of inquiries without human intervention

If you’re considering adopting live chat or a virtual assistant, read these case studies to see the benefits you could reap—and why the technologies work better together.

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Forrester Report: The Top 10 Chatbots for Enterprise Customer Service

Nuance | 10/2/2018 2:56:58 PM

Customers love to self-serve—in fact, 44 percent of US consumers prefer interacting with chatbots over humans for customer service. As enterprises, governments and other organizations look to add chatbots and virtual assistants, vendors have been scrambling to meet demand—yet most don’t seem to meet expectations for brands or users.

Download Forrester’s new research report “The Top 10 Chatbots For Enterprise Customer Service” to see which ones are truly capable of providing the firepower needed for a genuine enterprise deployment.

You’ll learn:
• What’s driving the intense demand for enterprise-grade chatbots for customer service
• The methodology behind Forrester’s assessment, and the critical evaluation criteria to consider
• Why Forrester named Nuance’s intelligent virtual assistant the top solution

This report is a must-read if you’re serious about delivering the kind of virtual assistant experience that wows customers—boosting your brand reputation and bottom line in the process.

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3 High-Impact Use Cases For Contact Center Analytics

Nuance | 10/2/2018 2:39:48 PM

Considering that across industries, reports show that superior customer experience correlates to faster revenue growth, your entire contact center strategy should be designed to deliver an ever-improving customer experience. What makes your customers feel appreciated and valued? What processes could annoy or frustrate them? How can you turn superior experience into revenue?

The answers to these questions lie in the constant influx of new data generated each day by your customers, and analytics holds the key to your ability to gaining visibility into the data and the opportunities they create. With data analytics, you will be able to understand what drives satisfying customer experiences in your contact center and how you can improve your processes to exceed customer expectations.

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Reduce Compliance Risk With Interaction Analytics

Nuance | 10/2/2018 2:37:58 PM

Today’s customer service expectations are more complex than ever before, requiring omnichannel experiences, personalization, contextual continuity, and speed. As if that’s not hard enough, contact centers also have to comply with often complicated or vague regulatory requirements that can make it harder to meet client needs without increasing compliance risk.

Interaction analytics can help. By leveraging these technologies, contact centers can add protections to reduce the risk of compliance violations , protecting both agents and businesses without compromising customer experience

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Democratizing Influence Marketing on Blockchain

Mavatar | 2/21/2018 11:42:48 AM

There is no denying the potential of affiliate marketing, which Forrester Research estimates will continue growing at a CAGR of 10 percent between 2015 and 2020. Marketers today are looking to capitalize on brand influencers who are in the wild, actively building bonds between consumers and products with the interesting content they are creating.

The market is rapidly advancing, too, thanks to Mavatar which is using blockchain technology to build trust and transparency while eliminating fraud issues that are holding affiliate marketing back from reaching its true potential. To learn more about how Mavatar is disrupting the affiliate marketing industry — and changing shopping as we know it — check out this white paper.

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Identity Led Security & Strong Authentication

Okta, Inc. | 12/19/2017 5:14:36 PM

As organizations and workplaces evolve, less control is exercised over devices, services, and people, leading to a gap with traditional security tools. Identity not only becomes the critical control point, but the information stemmed from it can be leveraged to strengthen existing processes as well as integrate with other security investments. Join this webinar to learn why identity isn’t simply just a "first step" but also the foundation modern security should be built on. Then explore what characteristics a strong authentication solution should include as we demo Okta’s Adaptive MFA solution.

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Solution Brief: Secure Access to AWS for Suppliers and Partners

Okta, Inc. | 12/19/2017 5:07:00 PM

You’ve built an application on AWS; now you need to secure it. You need a way for suppliers and partners from around the world to securely gain access to the data that only pertains to them. Under the AWS Shared Responsibility Model, AWS manages security of the cloud, while security in the cloud is the responsibility of the customer. Read this solution brief to find out how to allow users from the partner organizations to access your services through Okta while minimizing administrative overhead and avoiding security issues related to the synchronization of identities and passwords.

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Automate Security Incident Response with Okta

Okta, Inc. | 12/19/2017 5:02:38 PM

Security threats require immediate response. Automation and improved security orchestration make that possible.

Read this white paper to find out how to properly address threats with multi-factor authentication, how to use identity as the foundation for your breach prevention strategy, and how Okta integrates with the rest of your security infrastructure apps like Palo Alto Networks, ServiceNow, and Splunk.

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Using IAM in the Age of Megabreaches

Okta, Inc. | 12/19/2017 5:01:06 PM

The benefits of cloud IAM have made it a huge priority for IT departments across all industries. This infographic reviews the results from IDG’s most recent survey on IAM. Learn about your peers’ top identity and security-related concerns and challenges, and learn where their priorities for the future lie.

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Solution Brief: Creating a Secure Seamless Customer Experience

Okta, Inc. | 12/19/2017 5:00:05 PM

All modern businesses are engaging with their customers through technology – but with security incidents and data breaches constantly in the news, consumers don’t want to share their personal information. They’ll limit what information they share, or create fake profiles. At the same time, password fatigue causes consumers to reuse passwords across multiple sites, putting their information at greater risk. Businesses lacking consumer trust end up with bad data and ineffective marketing. Understanding, managing, and securing customer data can become the foundation for consumer trust. Read how Okta’s approach to identity helps businesses secure customer information, increase marketing effectiveness, and deliver a branded and scalable user experience.

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Consumer Identity Management for the CMO, CISO, and CTO

Okta, Inc. | 12/19/2017 4:59:07 PM

In an IDC report from November, 2015, 67% of CEOs said they were betting on digital transformation. It’s at the top of the CEO agenda for good reason. It is hard to find an industry or sector in the economy today that is not being disrupted by software. When it comes to consumer businesses, customers are demanding service on their own terms, their own schedule, just in time, and on their mobile. Read this whitepaper to understand the strategic role identity management plays in all parts of the organization to enable delightful end-user experiences. You’ll understand:

- The importance of Consumer IAM (CIAM) to drive innovation
- IAM requirements for the CMO, CIO, and CISO
- How Okta is addressing modern use cases on one platform - B2E, B2B, B2C, and IoT

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Can Bots and Virtual Assistants Help Boost Your Brand?

Frost & Sullivan | 9/7/2017 4:27:47 PM

Bots and Virtual Assistants (VAs) are emerging technologies that many leading organization are striving to implement. As the experts know, it’s not just about the implementation of Bot and VA technologies; it's about leveraging them in intelligent ways to better serve customers, to enhance the customer experience and to improve the bottom line.

In this Executive Summary, you will learn about:

- How Bots and VAs impact the customer experience and your brand
- Which customers are on the front line of using Bot and VA technologies
- The challenges of automation
- Integrating Bots and VAs into the customer experience
- How to measure Bot and VA effectiveness

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