Reports & Research

UC, Contact Center Integration Drives Business Value

Enghouse Interactive

Five9 Intelligent Virtual Agent Solution Guide

Five9

Never Compromise the Customer Experience: Why Integrating UCaaS and CCaaS is Key

Five9

How Businesses Use AI for CX Success

NICE

Three Customer Service Megatrends: Post-Pandemic Customer Service Excellence

Upland InGenius

From Contact Center to Impact Center

NICE Satmetrix

Health of the Contact Center 2021

Calabrio

Ten Tips for Elevating Contact Center VOC

Concentrix

Concentrix VOC Case Study: How Fastly Delivered A 24-Point Increase in Customer Loyalty in 1 Year

Concentrix

Make Journey Mapping Your Secret to Outstanding Customer Service

ServiceNow

Evolving your customer journeys to the next normal

ServiceNow

Aberdeen Report: The Return on Managing Customer Convenience in Modern Service Programs

ServiceNow

Supercharging customer service: Reimagining the operator experience at Grocery Outlet

ServiceNow

Customer Engagement: How to expand capacity for whatever comes next

ServiceNow

Customer Operations: 6 best practices for connecting customer service resources

ServiceNow

Drive customer loyalty with connected digital workflows

ServiceNow

Maximize uptime and streamline maintenance with ServiceNow

ServiceNow

Forbes - Power of the platform: Using IoT data to drive customer satisfaction

ServiceNow

Forbes - Field Service On The Edge

ServiceNow

Forrester Study: The Total Economic Impact of ServiceNow Customer Service Management

ServiceNow

CCW Market Study – Future of the Contact Center: A Forecast

ServiceNow

Proactively address issues to create superior customer experiences

ServiceNow

Analyst Report: CCW Special Report: Service Continuity & Connectivity

ServiceNow

Forrester Consulting Study: The Total Economic Impact™ Of ServiceNow Field Service Management

ServiceNow

Customer Operations for Dummies, ServiceNow Special Edition

ServiceNow

Verdantix - Smart Innovators: Field Service Management Software

ServiceNow

From Collected to Connected: 5 ways to unlock your IoT potential to revolutionize Your Field Service

ServiceNow

Increase field service safety and reduce costs with augmented reality

ServiceNow

Emerging Technologies in Field Service Management - WBR Report

ServiceNow

Infrographic - The field service technician’s wish list

ServiceNow

Customer Operations 2021: Success in CX and Digital Transformation Through Service and Back-Office Alignment

ServiceNow

Future Applications of AR in Field Service - WBR Report

ServiceNow

Voice of the Field Service Engineer – Service Council Report

ServiceNow

Customer Workflows Book of Knowledge 2021

ServiceNow

Field Service Management Use Cases - Use Case Guide

ServiceNow

Infographic - A day in the life of a field technician

ServiceNow

The Ultimate Modern Support Tech Stack

Intercom

Drive Conversational Experiences For A Future Ready Customer Support Strategy

Intercom

The Contact Center Agent of Tomorrow: The 8 Contrasting Qualities Agents Need to Meet Evolving Demands

Calabrio

Why Self-Service Needs a Human Touch

NICE

The Digital Service Funnel Guide: 4 steps to effectively manage the customer journey

Khoros

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Enghouse Interactive

Five Steps to Master Digital Customer Engagement

Genesys

2021 Digital Customer Engagement BUYER’S GUIDE

Genesys

A Practical Guide to Mastering Bots

Genesys

The 5 Phases of Digital Engagement

Genesys

The Evolving Customer Contact Center: 5 Operational Imperatives

Conduent