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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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RingCX Digital Engagement Datasheet

RingCentral | 1/18/2024 4:18:29 PM

Turn into a customer-ready business with RingCX. Meet your customers on all the channels that matter with the AI-first, simple-to-use contact center that makes smarter customer experiences easy.

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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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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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3 Smart Strategies for Empowering an At-Home CC Workforce

Serenova | 2/26/2020 12:15:34 PM

Remote call center staffs are becoming increasingly popular. A recent survey of 90 US contact center organizations indicated that 70% are expanding their work-at-home programs. It’s easy to see why. Managers can more easily match agent supply to demand, reducing the need for onsite agents. Organizations can save money by downsizing brick and mortar locations. Plus, the call center can tap into a larger pool of qualified agents who need the flexibility that at-home work provides.

Yet with all these benefits come new challenges. Managing and motivating remote agents can be more challenging than doing the same in house. Plus, you need to ensure your at-home agents are equipped with reliable Internet and voice connectivity – even though your IT department isn’t onsite with them.

Fortunately you can apply proven strategies to address these challenges. Download our guide on Smart Strategies for Enabling an At-Home Workforce to understand the best ways to 1) Manage the quality of agent interactions, 2) Improve agent engagement with gamification, and 3) Ensure network performance and reliability.

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Quality Management and Your Contact Center

Serenova | 2/26/2020 12:12:41 PM

81% of companies recognize customer experience (CX) as a competitive differentiator. That means your contact center needs to work hard to stand out and positively impact customer retention and satisfaction.

How do you know where to start making improvements? One thing is for sure – you can’t rely on your customers to tell you. A typical business only hears from 4% of its unhappy customers – and 91% of them say they won't do business with that company again.

By leveraging solutions such as Quality Management, you can pinpoint areas for improvement and position your contact center to deliver outstanding customer experiences.

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Cloud Contact Center Technology Guide

Serenova | 2/26/2020 12:10:09 PM

Across industries, customer experience has become a key strategic differentiator. Providing a superior customer experience means meeting demands for always-on support and access through the customer’s preferred channels. The best way to achieve that is through a cloud-based contact center solution. But where should you begin when considering a contact center solution to meet your customer experience requirements? With so much to think about, this practical guide is designed to arm you with a high-level view of the cloud and its role in the content center.

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