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13 Dec 2013  |  Latin America

Latin American Telco Cloud Computing Profile

Telcos Spearheading Cloud Computing Adoption by Professionalizing their Business Strategy

Service providers throughout Latin America have been for years investing heavily to include Cloud Computing services into their portfolios. This study focuses on two of the regions main service providers with the most developed Cloud Computing portfolio. Datacenter capabilities, strengths and business strategies are reviewed.

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10 Dec 2013  |  Global

Hosted Unified Communications (UC) Market in IndiaFiscal Year 2013

Telecom Policy Change is Expected to Bring Adoption Gains

Unified communications (UC) technologies adoption in India is set to change with adjustments in India's telecom policy. The segments of the market researched and covered in this market insight are hosted services for audio, video, Web conferencing, call center, email, and voice. The market verticals covered include government; Internet technology (...

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03 Dec 2013  |  North America

The Rise of Cloud-based Omni-Channel Customer Contact

Companies are Moving to Serve Customers Anytime, Anywhere Including Inside Stores

Todays customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail. Omni-channel strategies that integrate the Web, contact center, and retail channels (and subject matter experts), are becoming increasingly prominent in pursuit of a quality Customer Experience. The di...

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03 Dec 2013  |  North America

Opportunities in a Mature Contact Center Market

Growth in Hosted ACD, Chat, and Integration with UC Systems

Frost & Sullivan forecasts that the total number of contact center seats will shrink from 4.1 million in 2012 to 4 million by 2017. Even so, there are opportunities for vendors in this mature market. For example, consider hosted solutions. Hosted delivery allows companies to cut costs by buying only the applications and capacity they need, an attra...

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18 Nov 2013  |  North America

Analyzing Customers' Social Voices

Companies are Turning to Social Media Analytics to Gain Customer Insights

Social media contains information and insights that help companies identify issues, threats, trends, sales opportunities, and influential buyers. It provides knowledge about customers, partners, competitors, and employees, and it helps deepen customer and staff relationships. Social media analytics has emerged as a powerful tool to measure social-s...

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31 Oct 2013  |  North America

Collaborating to Improve the Customer Experience

Customer Collaboration is Emerging as an Effective Customer Sales and Support Tool

Customer collaboration, which includes conferencing, co-browsing, and remote support, can improve the customer experience in handling complex issues and in successfully concluding sales opportunities. It accomplishes these goals by enabling contact center agents to bring in knowledgeable colleagues and subject matter experts (SMEs) into the convers...

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17 Oct 2013  |  North America

The Sophisticated Virtual Agent

Changing the Face of Self-Service

The focus of this Market Insight is the use of speech or text-driven agents as a supplement to or replacement for live agents in the contact center. Interactive Voice Response systems (IVR) and other self-service channels have been used to offload more expensive agents in the contact center for decades. More recently, Virtual Agents  automated, ...

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03 Oct 2013  |  Asia Pacific

Analyst Views on Check Point Experience (CPX) 2013, Sydney

Opportunities and Challenges for Check Point in the Security Market

Check Point Software Technologies held its annual Check Point Experience 2013 Summit in Sydney, Australia on the 6th and 7th of August, 2013. By announcing a slew of security solutions and services, Check Point continued to show its strong ambition in leading the security market. It is believed the vendor is able to tap some new segments in the sec...

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