How are today’s contact centers measuring agent performance and gaining real-time visibility to improve interactions? This trends report reveals how agent metrics align with business objectives and how cloud technologies unify communications tools for more effective data analysis.
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CIO research reveals the challenges with UCaaS and CCaaS as well as the top ways IT leaders ensure success.
The urgency for unified communications has greatly increased, so what do IT teams need now? Nemertes Research studies show success correlates with these activities.
How do you leverage AI and cloud technology to build predictive service that proactively delights customers? Consider this your toolkit for 2020 and beyond.
How does Masergy’s Meetings solution address security? This paper has the answers. Learn about the security features behind the Webex Meetings application.
AI powers the digital customer experience. Learn how to build a cognitive contact center using new technologies and migration models that create predictive customer experiences.
It can be difficult deciding when and how to move to cloud communications. Get an overview of the cost, risk, and value behind each option with this guide.
Outdated phone systems can shackle your business growth, but how do you justify the move to cloud communications? Get data-backed reasons and key considerations for migration.
Virtual Agents are here, but which technologies ensure true intelligence? This framework guides you through the advanced functionality and deployment methods, mapping business needs to capabilities.
AI technologies are automating customer service tasks, but putting together a cohesive approach can be difficult. This how-to guide has tips for avoiding complexity and streamlining your strategy.
WFM tools are now powered by analytics engines, artificial intelligence and machine learning. This guide highlights the leading-edge capabilities you need to take your contact center to the next level.
Many networks cannot adequately support cloud communications, which is why IT leaders are coupling UCaaS/CaaS with SD-WAN. Nemertes Research offers this guide to an integrated approach.
When moving contact centers to the cloud, IT leaders must ask the right questions to avoid solution complexity. Sidestep common pitfalls and pinpoint the most critical RFP questions with this guide.
SIP trunking is often required to migrate on-premise communications systems to the cloud, but it presents a myriad of potential implementation pitfalls. Here’s what buyers need to know.
CIOs recognize that on-premise communications systems are being displaced by UCaaS technologies, but RFP processes delay upgrades. This fresh approach offers an effective way to achieve RFP nirvana.
A recent study explores the intent and selection criteria behind 1,000 unified communications investments. Learn about the most-wanted features and adjacent services that differentiate providers.