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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 US Customer Experience Decision-Makers’ Guide 2022–23

RingCentral | 11/1/2023 12:21:04 PM

ContactBabel shares their comprehensive report on how contact center industry experts are investing in the customer experience. Ready to transform your own customer experience strategy? Download the report.

The“US Customer Experience Decision-MakersGuide (2022-23 – 5th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by 184 senior CX and customer contact professionals.

Additionally, we surveyed 1,000 US consumers to understand their attitudes and expectations for the customer experiences they demand from brands.

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Next-Gen Cloud Contact Centers for Dummies

RingCentral | 11/1/2023 12:15:13 PM

In this book, find out how a next-gen cloud contact center can help your organization deliver the experiences your customers demand, what a modern cloud contact center looks like, and how you can implement the contact center of the future in your organization today.


About This Book

Next-Gen Cloud Contact Centers For Dummies, RingCentral Special Edition, consists of six chapters that explore the following:

- The evolution of the contact center, different use cases, and the benefits of a next-gen cloud contact center (Chapter 1)

- The changing world of work, communication, and collaboration (Chapter 2)

- Next-gen cloud contact center technologies (Chapter 3)

- The value of analytics for your contact center (Chapter 4)

- How to get started with a next-gen cloud contact center (Chapter 5)

- Key takeaways of your next-gen cloud contact center (Chapter 6)

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How RingCentral helped these 6 companies better serve their customers

RingCentral | 11/1/2023 12:07:12 PM

Find out how these six organizations built stronger customer relationships from one deeply-integrated, unified communications and customer service platform.

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An introduction to AI in customer service

RingCentral | 11/1/2023 12:03:00 PM

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this ebook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this ebook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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5 ways AI can transform your customer experience

RingCentral | 11/1/2023 11:59:45 AM

AI has become a sophisticated tool to enhance both agent and customer experiences. Learn the top ways that AI is transforming how businesses deliver customer service in our new ebook.

The processes and tools used to deliver customer service may change rapidly, but one thing remains the same: providing a stellar customer experience requires understanding what customers want and providing it to them.

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Building a Business Case for CX

RingCentral | 11/1/2023 11:53:59 AM

Customer experience has become critical. Today’s customers expect brands to not only meet their needs, but bend over backward to provide exceptional all-encompassing support. Achieving this level of success requires more than just your average contact center setup or friendly employee, it comes from customer-centric organizations that place the needs of the customer ahead of everything. Building better experiences is contingent upon unwavering buy-in and support from the larger organization.

This report will act as a comprehensive guide to securing CX investments to facilitate better, faster and stronger experiences that keep customers coming back. Building a business case for CX is straightforward but its impact must be translated effectively. Therefore, understanding the framing, messaging and intentions for change is key to receiving the buy-in necessary to succeed. With the right strategy in place, leaders will feel confident in their ability to convey the importance of CX, knowing the greater organization will benefit from heightened retention, sales opportunities and profitability.

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The Future of IVR Customer Service Assurance

Empirix | 4/7/2021 8:28:50 AM

Enabling customers to use self-service tools such as IVRs are critical for efficient, cost-effective business operations. But systems that are poorly optimized lead to more problems than they solve. Having a clear understanding of how well your IVR is working to serve the needs of your customers is critical as it baselines operational efficiency and identifies new opportunities to improve customer experience, cut costs and advance service offerings.

Download this paper and explore how to :
• Automate customer use cases
• Accelerate release cycles and deploy cutting-edge technologies with confidence
• Ensure that your contact center systems are operating as designed and intended
• Detect, respond to, and remedy service interruptions and measure their impacts on revenue

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Ten Tips for Developing a Powerful End-to-End Contact Center Testing Plan

Empirix | 4/1/2021 11:42:45 AM

To achieve the time and money savings that pre-deployment testing offers, you need in-depth strategy and execution plans.

This white paper provides actionable information to ensure you achieve your testing goals.

Read this white paper to discover:
• Detailed guidelines for developing your contact center testing plan
• Step-by-step instructions for building an effective test case for management
• Advice for developing a long-term strategy for ongoing change management and active/passive monitoring of your voice network and applications

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Contact Center Agility in the Post-COVID World

NICE inContact | 1/21/2021 3:49:31 PM

Get the latest trend report in this new white paper from DMG Consulting.

The shift to a work-from-anywhere workforce is not likely to slow down in contact centers, even after this year. It’s time to reimagine remote agent hiring. The latest research in this new white paper can help.

Download the white paper now to learn:
• How contact centers will adapt hiring practices for increasingly remote workforces
• Which changes you can make to properly analyze remote agent performance
• How technology can help you hire, train, and manage remote agents with agility

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A comprehensive approach to the IoT challenge

Alcatel-Lucent Enterprise | 12/11/2020 12:44:02 PM

The Internet of Things (IoT) is a hot topic in all industry sectors, including residential and commercial markets. In the enterprise arena, digital transformation is accelerating the number of IoT devices being connected and accessing applications and data.

This whitepaper looks at how IoT is transforming enterprises and how Alcatel-Lucent Enterprise Digital Age Networking manages IoT devices in an automated and secure manner while enabling seamless integration into business-oriented digital processes.

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The Changing Customer Journey

Edify | 10/14/2020 10:25:13 AM

The customer is as kingly as he’s ever been, armed with 24/7 access and the power to elevate or nearly erase a brand’s reputation with a few screen taps.

Brands must now push the boundaries of business communications to undreamed-of heights to create true customer delight. But first, brands must understand the customer journey. The new complex, connected customer journey demands that brands see the big picture and the trends while simultaneously zooming in to treat each customer as a unique individual.

Who are your customers? How do they choose to interact with you? And do those interactions go well, or not so much? The whole objective of customer service is truly to put ourselves in the customer's shoes and walk awhile. We’ve pulled together 8 ways to help you meet customers where they are, at every step of the journey. Find out how.

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Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service

Inference Solutions | 8/27/2020 12:38:58 PM

Written By: DMG Consulting LLC <BR><BR>
Voice self-service has changed dramatically since voice response units (VRUs) first came on the scene in the early 1980’s. The self-service market has grown and expanded during the past 40 years, and it’s time for organizations to adopt the current generation of solutions as an important step in their digital transformation. The goal today is to provide a personalized and intelligent self-service experience cost effectively. It’s also important to deliver a consistent and high level of customer service regardless of the channel in which customers elect to interact. The most sophisticated self-service is provided by a relatively new IT sector called intelligent virtual agents (IVAs). IVAs use a natural language conversational approach, enhanced by machine learning and intelligent augmentation (IA), to deliver a personalized customer experience in any channel (voice, web, chat, instant messaging (IM)/short message service (SMS), email, etc.). The question is not whether you are ready to migrate from your existing self-service solutions to IVA-supported voice and digital self-service, but how quickly you can effectively adopt the new generation of AI-enabled self-service technology. Read this white paper to see where your organization currently stands in its self-service maturity evolution and the steps needed to make the transition to IVA successful.

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Why You Need to Embrace Conversational AI for Customer Care

Inference Solutions | 8/27/2020 12:36:44 PM

Written By: Joseph Williams, Analyst, BC Strategies<BR><BR>Ask your CMO or your CRO whether customer success is key to thriving in this digital era. Then ask them how artificial intelligence is going to redefine how customers can achieve success.

Gartner has already done these surveys, and its findings are that artificial intelligence (AI) technologies are poised to dramatically raise the table stakes for customer engagement.1 Eighty-four percent of respondent companies indicated they were investing in customer experience technologies in 2018. A quarter expect to have virtual chatbot technologies deployed by 2020. Overall, thirty percent expect by the same year to be using AI technologies to augment at least one of their primary sales processes.

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Buyers Guide to Intelligent Virtual Agents and Chatbots

Inference Solutions | 8/27/2020 12:33:28 PM

Major advancements in Artificial Intelligence (AI), Speech Recognition and Natural Language Processing have given organizations that need to automate self-service a giant leap forward. For the first time ever, companies of all sizes can now use Virtual Agents to reduce costs and improve the customer experience. Unfortunately, these advancements have also led to some confusion in the market. The terminology surrounding Virtual Agents can be confusing and it’s often challenging for an organization to understand exactly what can be accomplished today. Buyers also need a framework to help them decide which functionality should be implemented in order to meet their most pressing business needs.

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5 Signs You Need to Move Your CC to the Cloud

Serenova | 2/26/2020 12:19:32 PM

No doubt you’ve heard about the rising adoption of cloud contact centers. According to Aberdeen, contact centers that are choosing cloud-based solutions rose steadily between 2013 and 2018.

It’s easy to see why: Executives cite financial flexibility, the ability to scale up or down easily, and better and more insightful analytics and a more connected customer experience as a few of the reasons they’re making the move. But does that mean you should join their ranks?

If you’re struggling to figure out whether you should evolve from your on-premises contact center, read this article for five clear signs that it’s time.

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