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Multichannel Customer Engagement: Without It, You Risk Losing to the Compitition
Today's Web-age customers want questions answered and issues resolved immediately, and they want service using their preferred channels, whether they be land lines, mobile, SMS/text, Facebook or Twitter, Web chat or video.
Navigate The Future Of Customer
As organizations strive to succeed in the age of the customer, business and IT professionals responsible for customer service struggle to understand changing customer behavior, re-engineer end-to-end business processes, acquire and deploy the appropriate supporting technologies, and lead and sustain the organizational changes required to make the transition to new ways of working.
Build An Outside-In Contact Center Road Map
This report outlines the road map planning of Forrester’s solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage of customer contacts need support from contact center agents.
Great Mobile Experiences Are Built On Systems Of Engagement
By 2014, smartphones and tablets will put power in the pockets of a billion global consumers, including your employees and partners and customers. However, mobile is not simply another device for IT to support with a shrunken website or a screen-scraped application.
Transform The Contact Center For Customer Service Excellence
Customers increasingly demand experiences that include self-service options, real-time responses, mobile capabilities, and social interactions. But customer service executives face the constant challenge of responding effectively to rapidly changing customer expectations at a cost that makes sense for the business.
Understand Communication Channel Needs To Craft Your Customer Service Strategy
Consumers' preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers â€” there's disruption and change across all ages and demographics. Adoption of online customer service channels, such as chat with live agents and social media, is exploding as consumers expect relevant and seamless customer service across channels.
Meeting the Multi-Channel Challenge
As an advocate of an 'omni-channel' (or channel agnostic) approach to customer care, Vocalcom was keen to find out how companies are currently meeting the challenge of serving customers over the wide array of channels now available to them.
How to achieve complete Payment Card Industry Data Security Standard, (PCI DSS) peace of mind
Adoption of the PCI DSS by all payment card brands presents a huge challenge for contact centres, as many handle sensitive customer payment card information on a daily basis.