Research Resources – Whitepapers

With today's customers demanding a lot, you must demand a lot from your contact center framework. A contact center that lacks scalability, agility, automation, access to actionable intelligence, and support for omnichannel engagement doesn't stand a chance of satisfying today's customers. Yet these types of contact centers are all too commonplace. By harnessing a customer-centric [...]

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Around the world, the COVID-19 pandemic is having a substantial impact on the entire media and entertainment ecosystem, creating both opportunities and challenges. At-home media consumption has reached historic highs due to social distancing, while the content production business has been largely halted. Some of the most valuable media content across the globe – like [...]

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Over-the-top (OTT) media companies like Hulu, Netflix, and Amazon compete with traditional media companies by delivering easily accessible content over the internet directly to the consumer. This takes away the many intermediaries that stand between the content producers, studios, distributors, and their audience. By controlling content and distribution, such companies have a direct link to [...]

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Changing consumer preferences and a litany of new market entrants have flipped media and entertainment business models on their heads. Consumers are watching, reading, and listening to content from new digital sources that cut out the go-between distributor — and they’re doing this from numerous devices, from anywhere they please. In this report, you’ll learn: [...]

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The COVID-19 pandemic presented an opportunity to accelerate digital transformation. Companies that pivoted quickly to resume operations with a remote workforce, migrated customer support to virtual call centers, reconfigured supply lines around quarantines and adopted multiple channels for sales and customer communications suffered the least. The pandemic has drawn the virtues of business agility, organizational [...]

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