White Papers

Suppliers share their story, in their own words, about how their products and services can help you accomplish your objectives.

Toward a Customer Experience Hub

Toward a Customer Experience Hub

Embracing, and implementing, customer experience management (CXM) is key

Current Issue Technology White Papers


Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Unified Communications and contact center solutions, delivered from the cloud, will enable your company to use both capabilities

Current Issue Technology Unified Communications White Papers


How Digital Disrupted Customer Service

How Digital Disrupted Customer Service

Contact centers need to have the tools in place to support
digital interactions

Current Issue People White Papers


AI-Enabled Agent Assessment: Now It’s a Reality

AI-Enabled Agent Assessment: Now It’s a Reality

With the industry norm of only 5% of calls being listened to, the risks are becoming increasingly high for issues to be missed.

Technology Artificial Intelligence White Papers


This 1¢ Piece of Paper Is Costing Your Contact Center Millions

This 1¢ Piece of Paper Is Costing Your Contact Center Millions

Are your agents filling in the gaps in your process with sticky notes?

Technology White Papers


Executive Interview with ProcedureFlow

Executive Interview with ProcedureFlow

Instead of text-heavy knowledge base articles and documents, ProcedureFlow uses a visual guide to provide agents with the processes they need when they need them.

Technology White Papers


Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Empathy is very important to our clients. Each client is very different, and we need to understand their needs and goals.

Operations White Papers


Top 3 Trends for the Future of Contact Center Training

Top 3 Trends for the Future of Contact Center Training

Half of training professionals reported wishing their training was more hands on and engaging.

People White Papers


Where Does AI Fit in Your Contact Center Strategy?

Where Does AI Fit in Your Contact Center Strategy?

AI shouldn’t be about replacing people; instead, it’s about asking yourself how you can use the technology to partner with and enhance human teams.

Technology Artificial Intelligence White Papers


The Whole World Is Going Digital. So Why Is your Buying Process Still Analog?

The Whole World Is Going Digital. So Why Is your Buying Process Still Analog?

A true CXSP partners with all of the top CCaaS vendors—not just one or two, as in the past—creating a truly unbiased approach.

Technology White Papers


8x8 and Aryaka: Bringing the World Closer, Together

8x8 and Aryaka: Bringing the World Closer, Together

The future of enterprise communications rests on improving employee and customer experience. This means breaking down barriers between the contact center, organization, and outside world.

Technology Unified Communications White Papers


The New Digital Customer Engagement for the New (Ab)Normal

The New Digital Customer Engagement for the New (Ab)Normal

The same old limited digital service capabilities do not cut it in the new environment.

Technology Omnichannel Artificial Intelligence White Papers COVID-19


Transform Your Contact Center from an Expense to a Revenue Source

Transform Your Contact Center from an Expense to a Revenue Source

53% of customers don’t care whether they interact with a chatbot or a human, as long as their question gets answered.

Technology Omnichannel Artificial Intelligence White Papers


How to Get the Best Headsets for Amazon Connect

How to Get the Best Headsets for Amazon Connect

The contact center can be a tough environment. Lots of noise, all-day use, agents coming and going, and lots of wear and tear.

Technology White Papers


Rebooting Your Workforce Management Strategy

Rebooting Your Workforce Management Strategy

The world of workforce management is changing more rapidly than at any other time in our history.

Technology White Papers Remote Work Technology


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