Contact Center

A new contact center handles inbound and outbound calls on the channel chosen by the customer. With 8x8, your contact center is instantly scalable, and performance is detailed across numerous metrics and the data is accessible in an instant. This combination of omnichannel capabilities and contact center management is strengthened by third-party tested data security and protection. Call center software is an investment in building a compelling customer experience. The 8x8 CCaaS solution turns that investment into a competitive advantage.

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Contact Center

A new contact center handles inbound and outbound calls on the channel chosen by the customer. With 8x8, your contact center is instantly scalable, and performance is detailed across numerous metrics and the data is accessible in an instant. This combination of omnichannel capabilities and contact center management is strengthened by third-party tested data security and protection. Call center software is an investment in building a compelling customer experience. The 8x8 CCaaS solution turns that investment into a competitive advantage.

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Contact Center Datasheet

A new contact center handles inbound and outbound calls on the channel chosen by the customer. With 8x8, your contact center is instantly scalable, and performance is detailed across numerous metrics and the data is accessible in an instant. This combination of omnichannel capabilities and contact center management is strengthened by third-party tested data security and protection. Call center software is an investment in building a compelling customer experience. The 8x8 CCaaS solution turns that investment into a competitive advantage.

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3 Ways Your Call Center Choice Can Make or Break Your CRM Investment

You’ve already got the best-in-class CRM software solution for your business, so you understand how important it is to manage customer relationships effectively. But if you’re also considering contact center software, your next choice could make the difference between a dynamic duo that delivers on the promise of powerful synergy, and a combination that costs more and does less than you thought.

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Empower Your Business with Continuous Communications

Enterprise conferencing and collaboration technologies today stand at an exciting crossroads. Solutions that were once considered consumer technologies are moving into the enterprise. Never has this trend been more pronounced than now, as consumerization of IT and mobile device proliferation increasingly break down the walls between business and consumer use. As a result, enterprise solutions must become increasingly simpler to deploy and more intuitive to use. At the same time they must deliver a secure and seamless communications experience. As the worlds of consumer and business communications blend, walking the line between the two has become top of mind for users and IT decision makers alike. Businesses must capitalize on these tectonic shifts in user preferences by deploying agile communications that today's mobile users need in order to collaborate effectively wherever they are.
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3 strategies for a successful intranet adoption

We have talked about common myths and issues surrounding user adoption of digital transformation initiatives, in particular such as intranets, digital workplaces and collaboration platforms.

Let us now, as promised, examine three different strategies for a successful intranet adoption.

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How can you ensure that your employees are engaged

Employee engagement is key to a high-performing organisation—that much is clear. But how can you ensure that your employees are engaged? Motivational theories provide some clues. Let’s examine the two most well-known ones in this article.

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Why Digital Collaboration

We define digital collaboration as the digital systems people use to collaborate internally (within the enterprise network) or externally (with enterprise communities or partners) to get things done.

Modern companies are increasingly structured in silos. Specializations within different enterprise functions, geographic distribution and the proliferation of digital tools isolate people within their immediate business units.

Digital collaboration tools increase collaboration in the enterprise by creating collaboration synergies through a modern digital setting. Digital collaboration tools connect people, information, business applications and company communications, transforming your company into a unified, successful business force.

In practice, digital collaboration platforms provide a number of recent innovative technologies, such as social collaboration, project management and real-time communication, within an integrated digital setting.

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Common pitfalls behind Intranet project failures

If you are planning to modernize your company intranet, this guide is for you.

Having worked on numerous internal collaboration initiatives alongside our clients, we acquired a thorough understanding of what works and what does not in the particular context of an Intranet project. This short guide attempts to extract the most important of those lessons that we learnt for your benefit.

This guide is intentionally vendor agnostic: it will not help you choose a vendor but should help you build a successful intranet for your company regardless of your choice. It is also intentionally concise: we do not aim at being comprehensive, but rather attempt to focus on the most important and least known aspects of an intranet project.

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Webinar (ft. Forrester): Drive Business Performance by Improving Your Claims Communications

Just because you’re a regional insurer doesn’t mean that your customers have lower expectations of you when it comes to the claim experience. They expect the same kind of support and transparency from you that from your larger, well-resourced competitors deliver.

To achieve a great experience, claims professionals need to understand their customers better, how they navigate the claims journey, and the communications that will cost-effectively drive great claims experiences.

In this webinar, Forrester Research and Quadient will discuss:

  • Why insurers need to introduce the light of day into claims processes
  • The state of claim communication
  • How cloud communications can extend the customer relationship by making the claim process more transparent

Join our guest Ellen Carney, principal analyst serving ebusiness & channel strategy professionals at Forrester and Andi Dominguez, Product Marketing at Quadient, for a live webinar discussing the business impact of a great claims experience.

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Reimagining Digital Experience: Using the Cloud to Enhance Customer Communications

Customer communication management (CCM) solutions provide a powerful example of how use of advanced technology that incorporates cloud delivers capabilities that are needed today and also provides businesses that are looking to manage omnichannel requirements spanning electronic systems and high print volumes with the capacity to achieve – in the language of digital transformation – “enterprise-wide automation spanning multiple functions and modernizing of current processes & supporting infrastructure to achieve previously unattainable or unimaginable outcomes.

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Novarica Market Navigator: Document ECM/CCM Systems

This report is designed to provide an overview of the current solution provider marketplace for document management/enterprise content management (ECM) systems and document creation/customer communication management (CCM) solutions. It is also designed to assist both property/casualty and life/health/annuity insurers in drawing up their shortlists of potential providers based on vendor market position and offering details.

These reports do not render judgment, since the fit between a potential provider and an insurer will be determined by the specific situation and needs of that insurer. Novarica provides these types of advisory consultations to more than 100 insurer clients through its retained advisory services.

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Insurance and Customer Communications Management (CCM) – Give Consumers What They Want

For a long time, insurance companies were in the driver’s seat when it came to customer communications. Not anymore. A combination of rapidly expanding digital technology and changing demographics has transformed the interactive landscape and the customer engagement model.

Digital consumers are changing the rules of the game. The customer is now in control more than ever before, with numerous purchasing options, vast online research tools and multiple touch points. For many transactions, consumers increasingly prefer digital channels, which make content universally accessible by mixing media (graphics, text and video), tailoring messages (providing discounts, location or demographic information) and adding social connectivity (allowing communities or friends to build around themes and needs).

This paper will explore the significant shift in consumer communication expectations, the traditional hurdles that insurers face and how these can be overcome with a broad CCM vision based on practical, achievable business goals. The fact is that insurers have not kept pace with rapidly emerging customer needs. It is critical to be relevant and speak to the customer in their voice. If you can’t communicate with customers in the way they want, someone else will.

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Manage claims correspondence in the cloud

Quadient® Correspondence is a subscription-based SaaS solution that enables insurers to create, approve and deliver regulatory compliant, accurate and personalized claims correspondence to customers across print and digital channels, with no reliance upon IT.

Quadient Correspondence was designed and priced for insurers who want to further their transformation to digital, but don’t have the resources to invest in an end-to-end customer communications management (CCM) solution.

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