What is an Intelligent Contact Center?

A Best Practices White Paper from CRM Magazine

Creating an intelligent contact center is relative and a never-ending process. This year's iteration should be better than last year's, and next year's contact center should be more efficient and capable than what we currently offer. Add to this perpetual quest for operational improvement our customers' own everincreasing expectations, and it's easy to see that as good as we think we are today, we will always have to be improving our technology, processes, and strategies to gain any real competitive advantage.

In the following pages of this special supplement to CRM magazine, you'll hear from 15 of the most successful customer service solution providers, who offer their insights into how to infuse real intelligence into your contact center:

• HOW INTELLIGENT CONTACT CENTERS DO BETTER IN CUSTOMER ENGAGEMENT by eGain

• THE INTELLIGENT CONTACT CENTER: What Big Data Means to the Customer Experience by Aspect

• DELIVERING CONTACT CENTER INTELLIGENCE FROM THE CLOUD Top Ten Characteristics Required for Success by VoltDelta

• LEVERAGING INTELLIGENT CONTACT DATA AS A BEST PRACTICE FOR INCREASING SATISFACTION,CUSTOMER RELATIONSHIPS AND CALL CENTER PERFORMANCE by WhitePages PRO

• FULL CONTACT DATA QUALITY FOR CONTACT CENTER SUCCESS by Melissa Data

• THE CONTACT CENTER'S MISSING LINK: Information at the Desktop by SAP

• GETTING THE RIGHT BLEND IN YOUR CONTACT CENTER by Five9

• 5 SMART STRATEGIES TO BOOST YOUR CONTACT CENTER IQ by Voxeo

• THE INTELLIGENT CONTACT CENTER by Interactive Intelligence

• TRANSFORMING DATA INTO ACTIONABLE CUSTOMER INSIGHTS: RESEARCH PAPER:Harness the tremendous wealth of data and emerge as a new leader, or ignore the opportunity at your own peril by Coveo

• UNDERSTANDING YOUR CUSTOMERS' DNA: the Key to Intelligent Connections by iQor

• BUSINESS REFLEXES POWER INTELLIGENT CONTACT CENTER PRODUCTIVITY AND PERFORMANCE by Intradiem

• EFFICIENCY ≠ PRODUCTIVITY by Avanade

• MOVING AT THE SPEED OF BUSINESS The Agility of Cloud-Based Customer Service by inContact

• "SOCIAL CUSTOMER SERVICE: THE PIVOTAL DRIVER OF THE SOCIAL ENTERPRISE" by LiveOps