New! LiveOps for Microsoft Dynamics
LiveOps for Microsoft Dynamics, an integrated cloud contact center solution, bridges the gap between rich CRM content and real-time communications to deliver extraordinary customer experiences. With seamless integration into Dynamics CRM, and the industry’s first embedded contact center applica-tion for Microsoft Unified Service Desktop (USD), contact center agents can easily and effectively engage with customers over voice and chat channels for a highly personalized customer service.
New! Social Media Goes Beyond the Contact Center
Kana, Aspect, Oracle and LiveOps discuss how to develop a social customer care strategy that promotes collaboration between multiple departments. It's not enough to know that people are leveraging social channels for customer support. Professionals in sales, marketing, and customer service must work together to respond to and proactively engage customers in the best possible way.
New! What Customers Really Expect from Interactions
Listen in as KANA, LiveOps, Verint, and AVOKE Analytics discuss what's driving higher customer expectations, the evolution of true omni-channel customer service, analysis of calls and identification of areas of high customer effort, reducing churn and helping circumvent customer issues before they happen, tracking the customer journey to prioritize and resolving the most pressing problems, improving agent productivity with the best CRM and CEM tools, and leveraging social channel integration in the contact center to elevate the customer experience.
New! LiveOps CRM Integration
LiveOps CRM integration boosts your customer experience management at a fraction of the cost of traditional CRM and contact center integrations. With LiveOps CRM integration, you have seamless operation between LiveOps Cloud Contact Center and leading CRM solutions such as Salesforce, Microsoft Dynamics, and Sugar CRM, providing your agents the data they need to perform successful customer interactions.
New! Best Practices of Using Remote Agents to Improve Direct Marketing Conversions
An outsourced remote agent solution is an innovative, cost-effective approach to meeting unpredictable and specialized call center requirements. To better understand the benefits of using virtual, remote agent solutions to handle specialized calls, we delve into a case study of how AEGON Direct Marketing Services – a leading direct marketer of life and supplemental health insurance and fee-based programs – is using remote agents to realize competitive advantage today.
Making the Most of Your Cloud CRM with an Integrated Cloud Contact Center
CRM applications have evolved into business-critical systems that support sales, marketing, customer service, technical support, and more. And the latest cloud CRM systems – such as those available from salesforce.com and Oracle RightNow – have grown in functionality, enabling them to serve even more organizational functions and support social collaboration within your business.
The Contact Center Transformation is Happening; Are you Investing Wisely?
Join Melissa O'Brien, Research Analyst, WW Contact Center Services at IDC and Vince Pham, Director of Product Management at Salesforce.com as they explore the key factors in transforming the contact center to meet today's challenges, and prepare for tomorrow's opportunities. George Matar, Senior Director of Product Marketing, LiveOps also joins to discuss how this transformation is being enabled by the contact center in the cloud.