customer

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.

Title:
Company:
 

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.

FREE PDF DOWNLOAD

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.

FREE PDF DOWNLOAD

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.

FREE PDF DOWNLOAD

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

FREE PDF DOWNLOAD

Biometric Security Boom: How multi-modal biometrics delivers better experiences and optimal security.

Nuance | 12/8/2017 11:24:31 AM

Today’s organizations thrive on safety and security – exactly what PINs and passwords are not. They’re easily stolen, hacked and forgotten making them a “double fail” to your customers and your business. Luckily, there’s a better way: biometric authentication, which leading companies are adopting and deploying at scale.

Download the “Biometric Security Boom" white paper from Nuance to learn how taking a multi-modal approach – using a combination of biometric technologies – provides customers with a seamless authentication experience and your organization with major efficiency and security gains.

FREE PDF DOWNLOAD

Harnessing the Power of Speech Analytics in the Contact Center

Nuance | 10/19/2017 3:25:17 PM

The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on this dialogue. Unfortunately, most organizations waste time manually mining only a subset of customer interaction data, or worse yet, do nothing with it at all.

Speech analytics is an incredibly powerful tool for contact center leaders. It easily delivers real-time visibility into the full customer journey and agent responses, which are essential for driving higher customer satisfaction and business success.
Get the Guide

Download "Harnessing the Power of Speech Analytics: 6 Ways Speech Analytics Improves Contact Center Efficiency and Performance" to see how you can:

• Improve key contact center metrics and operational efficiency
• Reduce churn and drive customer loyalty
• Better manage risk and compliance requirements

Speech analytics is your key to transforming customer data into better business outcomes. See how with this guide.

FREE PDF DOWNLOAD

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

FREE PDF DOWNLOAD

Collect More, Spend Less: An ROI Guide to Collecting Through Digital Channels

Nuance | 8/24/2017 2:17:35 PM

If your collections strategy is limited to predictive dialing, you could be wasting $4-$7 on each contact—and it’s not just because people are hanging up or not answering. Predictive dialers alone fail big because 93% of consumers prefer alternative channels such as email and text.

By using more sophisticated, intelligent and personalized digital contact strategies, you can dramatically lower costs and defaults and improve cure rates with a near immediate ROI. Download “Collect More, Spend Less: An ROI Guide to Collecting Through Digital Channels” to learn how:

1. Switching to an integrated voice, email and text outbound collections solution saved a credit card servicer $2.8 million annually, required 37% less agents and increased payments by 19%

2. A major eastern utility company nearly tripled their pay rates – increasing collections by 188% (an extra $5.3 million to $6.6 million each month) by adding email payment reminders

3. 90% of consumers are more likely to stick with businesses that send them proactive reminders such as due dates and account balances

Download the guide and also gain access to our ROI calculator to quickly see how you can collect more and spend less with Nuance Proactive Engagement.

FREE PDF DOWNLOAD

The Time for Intelligent Service Is Now Adding Intelligence to Your Service Strategy

Frost & Sullivan | 6/8/2017 12:40:32 PM

We are in the era of the intelligent economy. Customers' growing need for access to product and company information, often in real-time through their smart devices, has become a more critical factor in driving their buying behaviors than in the past. Accordingly, customers insist on businesses anticipating their needs, wants, purchases, and inquiries; a concept known as "Anticipatory Personalization." To close the expanse between customer expectations and experiences, it is critical that businesses provide omnichannel Intelligent Service, with anticipatory personalization, delivered with an intelligent customer service platform (ICSP).

FREE PDF DOWNLOAD

Guide: Four Strategies to Modernize Outbound Customer Engagement

Nuance | 4/17/2017 1:38:01 PM

Customer outreach strategies that rely on predictive dialers and impersonal one-way message blasts for appointment and billing reminders, service notifications, fraud alerts and account or order updates, are increasingly ineffective at reaching and engaging today's digital consumer.

Get the guide "Dialers don't do digital: Four strategies to modernize outbound customer engagement" to learn how organizations like yours are replacing dialers or augmenting them with intelligent, multi-channel digital outreach via email, text, interactive voice and in-app messages to:

• Deliver the right message, via the right channel, at the right time to improve customer engagement and satisfaction.
• Lower overall cost of contact—dialers cost $4-$7 per contact whereas modern proactive engagement solutions cost pennies.
• Gain immediate improvements in key metrics including reduced inbound call volume, improved agent efficiency and increased revenue.

Get the guide today.

FREE PDF DOWNLOAD

People Power: CGS Ensures Customer Support Agents Are Successfully Prepared

CUSTOMER Magazine | 3/13/2017 2:41:34 PM

Customer service means different things to different people. But, in the end, it’s about people – the people who are our customers, and the people we employ to serve them. Regardless of how we define service, it’s critically important for a contact center to recruit, hire, and train the right people, provide them with the training required to do their jobs well, engage them in their tasks, staff them in the correct numbers, and support and encourage them along the way.

FREE PDF DOWNLOAD

How Social Media Ensures Effortless and Engaging Customer Experiences

Frost & Sullivan | 2/28/2017 10:34:11 AM

Whether voicing issues or praising a brand, customers want experiences that are effortless and engaging. For organizations, in this age of striving for omnichannel customer service delivery, the primary goal is a smooth and seamless customer journey. Lowering customer effort and ensuring the seamless customer journey means having the right tools for the customer service agent. Agents need context and history, across channels, particularly when it involves social media.

In this article you will discover:

- Best practices for ensuring effortless customer engagement
- The business value of social customer service
- The right technologies to achieve exceptional customer service

FREE PDF DOWNLOAD

5 IVR Innovations You Can’t Afford to Ignore – IVR in An Omni-channel World Guide

Nuance | 2/21/2017 2:13:17 PM

The phone channel continues to be the most direct way to resolve customer issues and escalations. Yet many IVRs haven’t been updated in years to reflect new technology and changing consumer trends. As a result, callers are left frustrated—at their critical time of need—when they could be delighted instead.

Download the "IVR in an Omni-channel World" guide to learn more about IVR innovations such as:

• Visual IVR – deliver helpful content to a caller’s mobile device to assist them further during an IVR interaction.
• IVR-to-Digital – enable callers to move from the IVR to digital channels such as SMS chat.
• Automation Assist – empower live agents to silently assist during automated exchanges if needed.
• Voice Biometrics – replace frustrating, time-consuming verification processes by letting customers authenticate with their voice.
• Outbound Reminders and Alerts – notify customers about critical information ahead of time to deflect inbound calls.

If you’ve delayed investing in your IVR, it’s time to rethink your strategy. Download the guide "IVR in an Omni-channel World" for expert guidance on how to modernize your IVR to deliver easy, effortless service.

FREE PDF DOWNLOAD

Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Serenova | 2/8/2017 1:10:57 PM

Traditionally, the contact center has been positioned purely as a voice only sales and service center. It was the central point for solving customer problems and had everything to do with improving fast call resolution, minimizing hold times and scripting perfection.

Fast forward to a new decade and progressive companies are realizing these customer connection points can be maximized by focusing on the customer experience. In the new engagement center model, leading companies are interacting with customers anywhere and everywhere – both when they reach out (via phone, email, chat, SMS) and in their everyday experiences.

To develop a truly effective engagement center, communication needs to flow in both directions and tabs need to be kept on customer sentiment from multiple touch points including social networks such as Facebook and Twitter.

This e-book will outline the top 5 trends progressive companies are addressing to transform their contact center into a true engagement center, all designed to keep customers coming back for more and sharing positive feedback with their networks.

FREE PDF DOWNLOAD

Unleash Your Contact Center’s Potential - The Cloud as Catalyst for Operational Transformation

Serenova | 2/8/2017 11:56:54 AM

Imagine a contact center operating at the top of its game. New
media options for self-service and assisted service deliver cost
savings and customer satisfaction. Performance management optimizes center operations while streamlining end-to-end workflows. Alternative workplace models provide new ways to attract and retain the most talented employees. Instead of a tightly wound coil nearing its break point, the center uses its energy to spring into action no matter what management, customers, or competitors might throw at them.

With the right tools and accompanying operational plan, this vision isn’t far-fetched. Cloud-based contact center technology solutions can unleash the center’s potential and harness the power of the people and processes in new ways. It brings exciting new possibilities to the day-to-day operations, enabling frontline staff and support resources to optimize the customer experience at the same time they achieve internal business goals.

FREE PDF DOWNLOAD
First 1 2 3 4 5 6 7 8 9 10  ... Last