White Papers: customer service


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Omni-Channel Customer Service Demands the Intelligent Contact Centre
By KANA Software | 23/4/2014
In response to changing customer trends in an increasingly mobile and digital world, the contact centre must also evolve from its traditional focus on voice- and email-based customer service into the intelligent contact centre. This whitepaper details the key qualities needed to produce and maintain an omni-channel, context-aware customer engagement optimization platform.
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Don’t Rip and Replace - Wrap and Renew!
By KANA Software | 23/4/2014
The abundance of legacy applications in the contact centre can trap a business into rigid, inefficient processes and introduce undue complexity. A unified, omni-channel desktop can transform customer experience without the cost and complexity of rip and replace. This whitepaper explains how companies can save time and money by taking advantage of existing resources in a new way.
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The Inner Circle Guide to Multichannel Customer Contact
By Oracle | 27/3/2014
This report looks at transforming customer service by combining web, social, and contact centre; discusses business attitudes toward multichannel interactions, and identifies the issues and potential pitfalls that businesses will face when trying to improve customer communications.
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What Services Managers Need to Know to Drive the Cloud
By Oracle | 27/3/2014
Find out how customer service leaders in 17 countries are using cloud applications to better understand their customers, offer more personalization across channels, and enable their organizations to deliver great customer service.
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Oracle Service Cloud Integration with Oracle Siebel Service
By Oracle | 27/3/2014
Learn how different companies have integrated Cloud Web Self Service with the on-premise Siebel Contact Center to deliver a multichannel customer service experience.
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How to Transform Your Mobile Customer Care Strategy
By Oracle | 27/3/2014
It’s all about the SCI: the smart, connected interaction. Walk down your own unique path and connect with your customers through their mobile devices. It’s not easy - mobility increases the number of variables going into each interaction, requires the preservation of context as interactions across channels, but it allows each interaction to naturally evolve. Read this document to learn how to go SCI and naturally connect with your customers.
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5 Reasons to Consider SaaS for Your Business Applications
By Oracle | 27/3/2014
Once a popular topic in IT circles, cloud computing is now part of the business vernacular. Learn five reasons why LOB managers should consider business applications delivered using the software-as-a-service (SaaS) model.
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2013 Trends to Watch: Customer Experience and Interaction
By Oracle | 27/3/2014
Don’t let your customers move faster than your company does with digital interactions. Migrate to the new interconnected service culture, powered by smart devices and the Web to beat the competition and satisfy customers. Read this document to see how you too can climb up to cloud level and use new multichannel applications as your customer service solution.
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Five ways to improve reachability in your organisation
By Mitel | 17/3/2014
Being mobile doesn't equate to being productive - being reachable does, and that depends on an effective mobile communications solution. This white paper presents five ways to improve reachability within your organisation, as well as improving productivity and cost savings.
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Performance in Supply Chain
By Epicor | 17/12/2013
Delivering more products, heightened quality and shortened customers with flawless execution and minimal business interruption defines your supply chain success. This report discusses a newly developed end-to-end solution with the right tools to efficiently procure, assemble, ship and deliver the goods your customers want, when they want them.
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