Contact Center Trends: Delivering Better Business Results

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2022 UCaaS & CCaaS Market Trends Study

Sep 29, 2022

2022 UCaaS & CCaaS Market Trends Study

CIO research reveals the challenges with UCaaS and CCaaS as well as the top ways IT leaders ensure success.

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Getting the Most Out of UC in the Age of Work-From-Home

Oct 8, 2020

Getting the Most Out of UC in the Age of Work-From-Home

The urgency for unified communications has greatly increased, so what do IT teams need now? Nemertes Research studies show success correlates with these activities.

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Predictive Customer Service: A 2020 Toolkit

Apr 16, 2020

Predictive Customer Service: A 2020 Toolkit

How do you leverage AI and cloud technology to build predictive service that proactively delights customers? Consider this your toolkit for 2020 and beyond.

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Webex Meetings Security

Apr 14, 2020

Webex Meetings Security

How does Masergy’s Meetings solution address security? This paper has the answers. Learn about the security features behind the Webex Meetings application.

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The Contact Center Made Cognitive

Nov 22, 2019

The Contact Center Made Cognitive

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.

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Buying A New Phone System? Top 3 Things You Need to Know

Nov 22, 2019

Buying A New Phone System? Top 3 Things You Need to Know

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.

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Is Your Phone System Holding You Back or Helping You Fly?

Nov 22, 2019

Is Your Phone System Holding You Back or Helping You Fly?

Outdated phone systems can shackle your business growth, but how do you justify the move to cloud communications?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.

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Buyer’s Guide to Intelligent Virtual Agents and Chatbots

Oct 17, 2019

Buyer’s Guide to Intelligent Virtual Agents and Chatbots

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.

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Why You Need to Embrace Conversational AI for Customer Care

Oct 17, 2019

Why You Need to Embrace Conversational AI for Customer Care

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.

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Building Next-Generation WFM for Your Contact Center

Oct 17, 2019

Building Next-Generation WFM for Your Contact Center

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.

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Pairing SD-WAN and UCaaS/CCaaS to Maximize Performance, Productivity, and Savings

Sep 26, 2019

Pairing SD-WAN and UCaaS/CCaaS to Maximize Performance, Productivity, and Savings

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.

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Effective CCaaS RFPs: Common Pitfalls and Must-Ask Questions

Jun 3, 2019

Effective CCaaS RFPs: Common Pitfalls and Must-Ask Questions

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.

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SIP Trunking Pitfalls and Resolutions

Dec 18, 2018

SIP Trunking Pitfalls and Resolutions

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.

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Global UCaaS RFPs: The Five Question Approach Every CIO Should Use

Dec 4, 2018

Global UCaaS RFPs: The Five Question Approach Every CIO Should Use

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.

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Unified Communications: The Buying Trends of 1,000 IT Decision Makers

Sep 18, 2018

Unified Communications: The Buying Trends of 1,000 IT Decision Makers

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.

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Contact Center Trends: Delivering Better Business Results

Contact Center? We're here to answer all of your questions.

2022 UCaaS & CCaaS Market Trends Study

2022 UCaaS & CCaaS Market Trends Study

Getting the Most Out of UC in the Age of Work-From-Home

Getting the Most Out of UC in the Age of Work-From-Home

Predictive Customer Service: A 2020 Toolkit

Predictive Customer Service: A 2020 Toolkit

Webex Meetings Security

Webex Meetings Security

The Contact Center Made Cognitive

The Contact Center Made Cognitive

Buying A New Phone System? Top 3 Things You Need to Know

Buying A New Phone System? Top 3 Things You Need to Know

Is Your Phone System Holding You Back or Helping You Fly?

Is Your Phone System Holding You Back or Helping You Fly?

Buyer’s Guide to Intelligent Virtual Agents and Chatbots

Buyer’s Guide to Intelligent Virtual Agents and Chatbots

Why You Need to Embrace Conversational AI for Customer Care

Why You Need to Embrace Conversational AI for Customer Care

Building Next-Generation WFM for Your Contact Center

Building Next-Generation WFM for Your Contact Center

Pairing SD-WAN and UCaaS/CCaaS to Maximize Performance, Productivity, and Savings

Pairing SD-WAN and UCaaS/CCaaS to Maximize Performance, Productivity, and Savings

Effective CCaaS RFPs: Common Pitfalls and Must-Ask Questions

Effective CCaaS RFPs: Common Pitfalls and Must-Ask Questions

SIP Trunking Pitfalls and Resolutions

SIP Trunking Pitfalls and Resolutions

Global UCaaS RFPs: The Five Question Approach Every CIO Should Use

Global UCaaS RFPs: The Five Question Approach Every CIO Should Use

Unified Communications: The Buying Trends of 1,000 IT Decision Makers

Unified Communications: The Buying Trends of 1,000 IT Decision Makers

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