Smart Customer Service White Papers
Talkdesk
This exclusive IDC InfoBrief examines how contact centers’ performance metrics stack up in key business outcomes, including first-contact resolution, agent productivity, and against goals like self-service rates.
What you will learn:
- How contact center leaders are adopting AI and automation and how it impacts investment in the contact center.
- Get insights into KPIs like average handle time (AHT) by channel – including how automated digital interactions compare to inbound calls.
- See how you measure against your industry peers in retail, healthcare, and financial services.
Language I/O
A practical guide into multilingual business strategies and AI adoption
AI dominates the headlines week after week, with much of the focus on its thrilling capabilities and transformative potential in the workplace. Yet, amid the excitement, a rising sense of unease is also taking hold.
Effective multilingual communication has become crucial for operational efficiency, customer satisfaction, and growth as businesses expand into new markets and manage diverse workforces. The surge in AI adoption is reshaping enterprise strategies, with AI tools now being the most widely used solutions for language-related tasks (33.8%).
A recent Language I/O report, based on insights from over 1,000 business leaders in North America and EMEA, explores how global enterprises with 5,000+ employees are tackling multilingual challenges and adopting AI-powered language tools in 2025.
Download the guide!
NICE
The Complete Guide to Seamless, AI-Driven Customer Experience
Customer expectations are at an all-time high, with more demands for consistency, personalization, and instant support across every touchpoint. In this SSON report, sponsored by NICE, learn how purpose-built AI is revolutionizing CX by unifying interactions and creating a connected customer journey. Dive into insights on achieving a seamless, omnichannel CX, the latest trends in CX AI, and how brands like Sony Electronics have achieved record response rates and customer satisfaction through AI.
Discover AI-Driven CX Benefits:
- Practical steps for AI-enhanced CX
- Benefits of unified CX with AI awareness
- Sony Electronics’ CX success story
- Key metrics for CX improvement
Transform your CX strategy with purpose-built AI today.
NICE
The back office is not a cost center—it directly links to customer experience programs. Based on Aberdeen’s recent survey of over 400 contact center and back office leaders, an average of 16% of all conversations in the contact center can be traced to issues in the back office.
Key business outcomes like revenue delivery growth and customer satisfaction are dependent on the efficiency and productivity of the back office. To improve its operations, business leaders can harness the power of workforce engagement. With WEM, supervisors can determine the necessary operational requirements to fulfill the demand for products and services.
The survey findings revealed that top performers use WEM to transform the back office for reduced costs, increased productivity, and customer delight.
Top contact centers use blended WEM capabilities to:
- Empower employees with more visibility and input in scheduling
- Use automation to allocate and prioritize work in a data-driven approach
- Provide customers and employees with real-time visibility into work status
- Monitor and measure employee productivity via desktop analytics
Transform your back office for CX gains. See the research.
NICE
Discover 10 Analyst-Backed AI Strategies to transform CX and drive ROI
Struggling to meet rising customer expectations? You’re not alone. According to Metrigy, over 90% of organizations are using AI for customer expectations or planning to by 2025?
AI and automation are no longer optional-They're pivotal to maximizing customer service performance and boosting ROI.
Read NICE’s, “10 CX AI Insights for Executive Decision-Makers” to uncover analyst-backed strategies from industry experts. Learn how purpose-built AI can transform your workflows, empower agents, and deliver intelligent, personalized experiences at scale.
This exclusive guide reveals how to:
- Maximize ROI by turning your service into your ultimate competitive advantage
- Deliver intelligent, personalized experiences with purpose-built AI
- Automate every customer touchpoint for faster, effortless resolution
- Unite workflows, agents, and knowledge in one powerful AI platform
Lead with AI-powered customer service – start today.
NICE
Gartner® Top 2025 Predictions: Ride the AI wave to the future
According to the latest Gartner® latest report, “Top Strategic Predictions for 2025 and Beyond: Riding the AI Whirlwind,” organizations that act decisively on AI’s potential can achieve strategic advantages while mitigating operational risks.
This complimentary report dives into AI’s profound implications for leadership, strategy, and customer service operations. As Gartner highlights, “AI is part of a combinational disruption that will drive us to reexamine our assumptions and priorities about strategies, tactics, and innovation across the board.”
Discover key strategies like:
- How to harness AI while managing risks
- Transforming workflows and decision-making with AI
- Preparing for AI-agent collaboration at scale
- Unlocking AI’s potential for cost savings and growth
Reimagine customer service to redefine success.
NICE
Exclusive insights to power your customer service strategy with AI and automation
AI and automation are evolving faster than ever. For example, over 50% of successful GenAI projects in 2025 will be for employee support.*
To succeed in customer service, Forrester recommends balancing cutting-edge AI with reliable automation tools. Forrester’s report “Predictions 2025: Automation,” provides the insights you need to stay ahead.
Check out these key insights for success in 2025 so you can:
- Transform your business strategy with groundbreaking predictions
- Gain actionable insights you need to gain a competitive edge
- Anticipate and overcome challenges shaping the future of automation
- Leverage research-backed strategies to maximize ROI and growth
Start preparing for AI-powered automation today.
Genesys
Break through with new processes, workflows and experiences
Contact center technology should help you to understand your customers and respond to them when and how they prefer. It should empower IT teams to deliver what your business needs with value that exceeds its cost. And it should equip you to enjoy the benefits of artificial intelligence, digital and the cloud. If yours doesn’t, it’s time for a change.
Don’t let uncertainty about the cloud detour you from reaching the ideal destination. We have the roadmap that will get you there. It starts by envisioning what success looks like when you exceed your business goals and customer expectations. And as you evolve to a new model of delivering customer experience (CX), we’ll help ensure that your organizational resources are being used efficiently and cost-effectively.
Taking a proven prescriptive approach to CX transformation gives you much more than a successful migration to the cloud. It’s the foundation for meeting your immediate and long-term goals for success. Read the ebook to learn how.
Discover how to:
- Envision success and your options
- Define the plan and cloud architecture
- Migrate with confidence using automation and tooling
Genesys
Choosing the right contact center platform is a critical step for any business. With a broad range of customer experience (CX) solutions available—from comprehensive platforms to specialized tools—it can be challenging to identify the ideal fit for your organization. That’s where this guide comes in.
No matter where you are on your journey to delivering more impactful CX, this resource covers the essential capabilities you need in both CX and employee experience (EX) technologies.
For those in the early stages of CX transformation, this guide provides actionable insights on leveraging features that yield quick wins and accelerate time-to-value. And for those further along, it details how advanced, AI-driven solutions can enhance customer and employee experiences even more.
Highlights:
- Drive ROI with native, turnkey AI capabilities
- Empower employees with AI-driven workforce engagement management (WEM)
- Ask vendors the right questions
NICE
You deserve a truly proactive AI agent
Meet the AI agent that anticipates and acts—CXone Mpower Proactive AI Agent is designed to streamline your customer experience by automating complex tasks and predicting customer needs. Discover how companies are achieving over 90% containment rates, reducing operational costs, and enhancing satisfaction. Dive into the eBook to see how you can transform your CX strategy.
Genesys
Connected customer experiences start with connected systems and data within your organization. The deeper the connections, the more power you have to orchestrate personalized end-to-end customer journeys.
But typical system integrations don’t unify your CRM system and contact center in ways that make seamless orchestrated experiences possible. Some data may remain siloed. And without a central routing engine, you can’t effectively leverage the capabilities of both systems and ensure a consistent experience for your customers.
As customer expectations increase and CX strategy grows more complex, the burden of keeping your systems integrated gets heavier. That drains your IT resources.
It’s time to move beyond basic integrations and unify your CRM system and contact center. A unified solution can provide a major upgrade to your CX capabilities with a simplified tech stack, streamlined workspace and the ability to combine data, AI capabilities and channels from both systems.
Download the checklist to learn how to realize the value of a unified solution.
Learn how to:
- Orchestrate more personalized CX
- Give agents a unified workspace
- Blend elements from both systems
- Integrate workforce engagement and performance insights
Genesys
Organizations looking to enable end-to-end customer experiences must move beyond basic integrations and take an integrated approach to CRM, CCaaS and WEM
In today’s experience economy, organizations are facing challenges across all functions of CX. Channel preferences are changing; expectations are higher than ever for customer service teams; and disparate Contact Center as a Service (CCaaS), CRM and workforce engagement management (WEM) solutions hinder an agent’s ability to deliver a personalized response.
Companies looking to remain competitive in today’s experience economy and differentiate themselves through CX must take an integrated approach to CRM, CCaaS, WEM and artificial intelligence (AI) to improve efficiency, connect data to power AI models and control overall contact center operational costs.
Download the report now and learn how to construct a holistic approach to your critical contact center systems. You’ll gain insights on how to:
- Address key challenges in the contact center to drive efficiency
- Unify technology stacks to reduce costs and drive CSAT
- Connect customer data to enable AI-powered journeys
Genesys
The future of customer experience is about more than just handling individual interactions — it’s about crafting a seamless journey that flows across every department in your organization.
Join Valerie Stam, Vice President of Omnichannel Performance at KPN, and experts from Genesys to learn how automation can transform your customer experience. During the session, you’ll also see firsthand how KPN leveraged automation to streamline processes, resolve customer issues faster and enhance agent productivity.
You’ll also gain valuable insights into bridging the front and back office, automating routine tasks and delivering a consistent, seamless customer journey across all touchpoints.
Watch the session now and gain insights on:
- Optimizing customer journeys: Learn how to deliver seamless, personalized interactions across all touchpoints.
- Boosting efficiency through automation: Discover how to automate tasks, follow-ups and back-office processes to reduce resolution times and increase agent productivity.
- Real-world success stories: Hear how KPN transformed its customer service operations, improving response times and streamlining workflows with Genesys Work Automation.
Talkdesk
AI is shaping customer service, but responsible and ethical AI implementation should be at the forefront of every organization’s digital transformation, ensuring contact centers are fair and secure platforms to deliver the best customer experiences. Responsible use of AI is a win-win situation for both businesses and customers.
Learn how to deliver customer service that is efficient, personalized, and secure while maintaining transparency, fairness, and trust.
Talkdesk
The report delves into the transformative journey of customer experience within the mobile-first era, exploring the evolution of digital mobility and its impact on banking.
Download the full report to learn more about:
- The shift towards customer-first banking: Detailing how customer experience (CX) has evolved to meet the demands of today’s consumers.
- The role of AI-powered CX: Examining how AI is unlocking seamless, personalized interactions for customers.
- The importance of human-centric approaches: Emphasizing CX as a key driver of digital innovation in the banking sector.
UJET
For 19 consecutive quarters, UJET is recognized as a leader in Customer Satisfaction in the G2 Winter 2025 Contact Center Operations Report!
Here's why UJET is the top choice:
- Unmatched User Satisfaction: Ranked #1 by real users for 19 consecutive quarters.
- Momentum Leader: Stay ahead with a future-ready platform.
- Best Usability: Easiest to use for both enterprise and mid-market.
- Easiest Implementation: Voted #1 for simple setup and deployment.
- 100+ Badges: Recognized for excellence in key areas like ease of use, support, and implementation.
See what real users are saying - get your copy today.
Talkdesk
AI is transforming healthcare, especially in contact centers. This CHIME and Talkdesk report provides expert insights and strategies from a CHIME-led roundtable with U.S. healthcare leaders. It shares real-world experiences and best practices, illustrating how AI improves patient experiences, streamlines contact center operations, and drives business outcomes.
Download the full report to learn more about:
- Leveraging AI to optimize contact center operations and create value.
- Balancing AI-powered self-service with human support.
- Developing a deeper understanding of patients and anticipating their needs.
- Overcoming access disparities and ensuring inclusivity in AI interactions.
Talkdesk
The Retail Customer Experience Index offers a detailed evaluation of how leading retailers are adapting to meet evolving customer expectations in today’s increasingly digital shopping environment. This report underscores the rising significance of hyper-personalization, convenience, speed, and proactive customer service across various retail sectors.
As the retail landscape continues to evolve due to shifting consumer behaviors, global uncertainties, and technological innovation, the necessity for retailers to deliver unique and personalized experiences has never been more urgent. The Retail Customer Experience Index provides critical insights into the state of customer service and engagement across 131 retailers, spanning 11 key industry segments including Apparel, Home Furnishings, Consumer Electronics, and Luxury.
Explore how retailers are redefining customer experiences to stay ahead in a rapidly evolving market.
In response to today’s evolving consumer behaviors and compliance regulations, businesses must rapidly adapt their communication strategies to effectively reach customers.
This new TransUnion® eBook offers a comprehensive, step-by-step guide on optimizing customer outreach through a multichannel approach, covering the entire lifecycle from customer relationship management to campaign amplification.
In this eBook, you will discover:
• Steps to reduce compliance risk
• Methods to improve right-party contact rates
• Actions to increase customer engagement
A practical guide for CX leaders
A New Report from Language I/O
How can you join the AI movement and build future-ready and highly secure AI-led CX solutions — without losing customer trust? In this guide, we’ll share our secrets and learnings with you, including insights into
- Evolving consumer expectations from brands when it comes to AI security and ethics
- Integrating AI into your business flows while ensuring maximum security and making security an organization-wide priority
- Building an AI governance plan for collaborating with other leaders and third-party vendors
- Balancing customer experience and data security with innovative and secure AI solutions
UJET
The 2024 AI Maturity Benchmark Report reveals that many organizations are missing out on the transformative benefits AI can offer. To understand what separates leaders from laggards, UJET is introducing a new AI Maturity Benchmark. It evaluates the adoption and implementation of AI across the contact center and its impact on key organizational metrics. Ultimately, those who display high maturity are reaping more benefits such as increased positive interactions with customers, boosted agent productivity, and improvement in key contact center KPIs.
Key Insights:
- 75% of contact centers prioritize AI investments, yet most deployments remain low maturity
- Companies with mature AI strategies see a 68% increase in upsell and cross-sell rates
- AI isn't replacing agents - 98% of leaders believe it will upskill them
- Only 10% of contact centers have achieved high AI maturity. Is yours one of them?
Get your copy today!
UJET
Transform & Futureproof Your Contact Center.
UJET's unified, AI-powered Contact Center as a Service (CCaaS) & Workforce Management Management (WFM) platform empowers organizations of any size to deliver exceptional customer experiences and transform contact center operations through AI-powered automation, intelligence, and omnichannel orchestration.
UJET
What if you could reduce your Contact Center costs significantly without sacrificing performance or customer experience? Our new report, AI for Contact Center Cost Reduction, reveals how AI can help you:
- Slash telephony costs: Boost first-contact resolution rates, proactively engage customers, and automate key processes.
- Optimize live digital interactions: Handle more inquiries with fewer agents.
- Empower self-service: Deploy AI-powered chatbots and voicebots to resolve common issues instantly.
- Reduce agent attrition: Improve agent satisfaction and decrease turnover.
UJET
The Aragon Research Globe for Intelligent Contact Centers (ICCs) evaluates the trends in the market and identifies key providers that are making a difference in ICCs. For the second consecutive year, UJET is recognized for AI-Driven contact center solutions, Virtual Agent and Agent Assist tools, robust CRM integrations, versatile solutions for businesses of all sizes, modern architecture with mobile capabilities, and a strategic partnership with Google.
Key Report Insights Include:
- Virtual agents are essential for effective support.
- Organizations should evaluate ICC providers and virtual agents for seamless support experiences.
- AI-driven training for employees and partners is crucial.
- Demand for automated knowledge via virtual agents is rising!
- With a focus on Generative AI to power virtual agents, the time is now to transform the contact center!