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28 Dec 2016  |  North America

The North American Enterprise Mobility Management (EMM) Market

Managing and Securing Today's Explosion of Data and Devices

The North American EMM market is in a state of flux, rapidly evolving from standalone mobile device management (MDM) and now transitioning into an expansive unified endpoint management (UEM) experience that also encompasses desktop computers, wearables, and select smart IoT (Internet of Things) devices. How providers manage this evolution will impa...

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20 Dec 2016  |  North America

North American Cellular Carrier Overview for the Internet of Things, 2016

The Role of Carriers Evolves from Connectivity Providers to Supporting Solution Providers in Larger IoT Ecosystems

The Internet of Things (IoT) market landscape has changed significantly over the past 2 years. Since the transition from machine-to-machine (M2M), the focus has changed from connecting devices to building an ecosystem to manage devices, derive actionable data, and use this data to make decisions, all while protecting data from point of capture to p...

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15 Dec 2016  |  North America

Virtual Assistant Invasion—Will They Take Over the Contact Center

Advancements in Speech Technologies, Big Data and AI Unlock Growth Potential for Customer Care

Employing advancements in technologies such as artificial intelligence (AI), machine learning (ML), Big Data and Analytics (BDA), and natural language processing (NLP), VAs are emerging as viable self-service options across industries. Investigating VAs as part of an omnichannel and digital transformation strategy should be a strategic imperative f...

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10 Nov 2016  |  North America

Enhancing Omnichannel Agent Productivity

Guided Assistance, Desktop Automation, Displays, Robotic Process Automation (RPA), Excellent Supervision, and Workforce Optimization (WFO) Maximize Va

There is no substitute for the human touch provided by omnichannel contact center agents when connecting virtually with customers for complex service and sales support issues. Agents are the linchpin to successful and profitable Customer Experiences (CXs). But it’s costly to hire, train, manage, accommodate, and equip agents to perform these esse...

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10 Nov 2016  |  North America

Key BPO Technology Initiatives

Outsourcers Forging Ahead with Digital Intelligence

The customer care outsourcing segment supporting carevolumes for North America is mature, highly fragmented, and competitive. Frost & Sullivan research has found that there are hundreds of customer care outsourcers in North America. While competition among vendors is fierce, there are fewer than twenty global Tier I outsourcing firms that dominate ...

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10 Nov 2016  |  North America

Customer Experience Strategies

Linking Customer Delight with Operational Efficiencies

This Market Insight will compare and contrast 3 separate case studies; a variety of, sometimes unconventional, customer experience strategies from travel, healthcare and financial services. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining opera...

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09 Nov 2016  |  North America

Hearing and Acting on the Voice of the Customer

Enterprise feedback management (EFM), Voice of Customer (VoC), and Voice of Employee (VoE) Programs and Surveys, and Social Listening Obtains Actionab

Obtaining and understanding the Voice of the Customer (VoC) is critical to future customer loyalty, customer social media brand promotion, and in marketplace differentiation. Money talks, but tracking and analyzing customer transactions represent only one set of tones. Customer attitudes towards brands, shaped by their experiences with products, sa...

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26 Oct 2016  |  North America

Intelligent Solutions for Successful Selling

Sales Intelligence can Boost Sales Performance and Development, and Enable Account-Based Sales Development and Marketing, and Social Selling

Sales intelligence (SI) solutions provide sales reps with customer insights (including context and timing) in order to close more sales in less time. SI, then, helps to turn prospects into customers, and create and build customer relationships. SI is offered standalone and in many products, notably prospecting and sales acceleration software, and w...

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14 Oct 2016  |  North America

2016 North America Cloud Contact Center Buyers Guide

Setting the Stage for Digital Transformation

The landscape for choosing a contact center solutions partner has become complex, with dozens of options to choose from across contact center systems, cloud, and business process outsourcing providers. Rampant industry consolidation has further clouded the picture. The purpose of this Buyers Guide is to provide enterprise organizations with a funda...

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05 Oct 2016  |  North America

Digital Transformation Meets the Contact Center

What Companies Need to Know to Survive in a Digital World

Digital Transformation is the strategy and execution of harnessing digital assets and information across an organization, bringing all areas of the business into alignment with the needs of all stakeholders, including employees, customers, prospects, suppliers, distributors and partners. It is as much a mindset as it is a change in technology and ...

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