Latest Whitepapers

Published: Jul 04, 2022

2022 agent experience trends report

RingCentral recently teamed up with Benchmark Portal to conduct a survey on contact center agent turnover and retention. In the survey, twothirds of contact...

Published: Sep 21, 2022

Mixing agile and waterfall

Your guide to the mixed methodology workflow landscape. Some teams function best with an Agile approach to their workflows. And for others, a Waterfall...

Published: Aug 31, 2022

MARKET Livestream Shopping Index: Findings to Help Brands and Retailers Craft Livestream Strategies

According to McKinsey Digital, live commerce has evolved rapidly in China, taking less than five years to develop into an innovative sales channel. Sales...

Published: Jul 14, 2022

Fünf Schritte zu besserer Kunden-Experience durch Einbindung des gesamten Unternehmens

Bei der Kunden-Experience geht es nicht nur um benutzerfreundliche Schnittstellen. Es geht darum, dass die Kunden das erhalten, was sie brauchen. ...

Published: Aug 24, 2022

The Future of AI for Contact Centers

Today AI is embedded within every aspect of our lives. Most of the things we take for granted like asking Alexa to play our favorite music or unlocking...

Published: Jul 14, 2022

Get the Growth Engine Playbook for Online Trading Platforms

Turbo-charge your growth with smoother experiences and better payment capabilities. Key Findings We know Online Trading Platforms are ambitious...

Published: Jun 30, 2022

What your business needs for a hybrid and remote-first workplace

The pandemic redefined “work” as we know it. Companies adopted new technologies and workflows to support large-scale work from home. Workers...

Published: Aug 03, 2022

Furman University Case Study: Running a Smooth, Forward-Facing College

Read our case study to learn how Furman University updated its digital platform for increased efficiency and improved interactions with students.

Published: Jul 14, 2022

The field service experience: The next big differentiator for your business

Your customers rely on field service experts to make things happen and fix issues the first time. Your business relies on them to deliver the kind of service...

Published: Jul 14, 2022

ServiceNow named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Inside the Gartner 2021 Magic Quadrant for the CRM Customer Engagement Center report you’ll find an unbiased, third-party evaluation of vendors providing...

Published: Aug 24, 2022

BNP Paribas Cardif Simplified Customer Acquisition With Proactive Customer Service

BNP Paribas is a international banking group. It is the world’s 8th largest bank by total assets, and currently operates with a presence in 72 countries....

Published: Aug 03, 2022

A Move to the Cloud at a Critical Time in the Life of a Community College

Northampton Community College had a 30-year-old ERP system with more than 60 supplementary systems. In this success story, learn how switching to...

Published: Jul 14, 2022

5 steps to harness the power of the organization to better serve customers

Experiences are more than just touchpoints—how customers achieve their desired outcomes is what matters. Read this guide for a five-step roadmap...

Published: Jul 06, 2022

The Inner Circle Guide to Agent Engagement & Empowerment

Your agents aren’t going to ask you for more automated tools, empowered and personalized coaching, and a sense of purpose—because they already...

Published: Jul 14, 2022

ServiceNow named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Inside the Gartner 2021 Magic Quadrant for the CRM Customer Engagement Center report you’ll find an unbiased, third-party evaluation of vendors providing...

Published: Aug 23, 2022

The Future of Retail is Conversations

Retail may never be the same. Consumers who were previously averse to online shopping suddenly embraced it during the pandemic, and many don’t plan...

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