White Papers

Cloud contact center buyer’s guide


Today’s cutting edge contact centers can improve old processes and introduce innovative new technologies. Organizations should make these changes now to serve a new generation of highly demanding, highly connected consumers who expect advanced automated self-service and the freedom to use the contact channels of their choice. Some firms may hesitate to deploy new technologies that are forward looking. However, when done right, a modern contact center can help create a competitive differentiator that can help an organization stand above a crowded market by delivering deeper, richer customer experiences that deliver long-lasting value. This e-book will help identify what to look for when modernizing your legacy contact center.

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Contact Center Software Buying Advice

Your aging call center may be giving you plenty of reasons to modernize. But beware of a “like for like” upgrade. The right contact center investment can do so much more than alleviate current shortcomings. A new contact center with limitations is no better than an old call center with the same limitations. In this paper, Ventana Research explains why effectiveness, rather than cost, should inform your evaluation and decision process.

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The Value of a Lifetime Customer

It costs less to keep a customer than it does to replace one. Furthermore, loyal customers make repeat purchases. In this paper, Ventana Research explains Customer Lifetime Value (CLTV) and how the right call center investment can deliver higher customer lifetime value to help a business grow faster and more profitably.

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Top 10 digital contact center innovations

Great customer experience and customer satisfaction begins by giving your customers the control they want and expect, here are some new ways businesses are reaching their customers.