VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. The post Top 7 Customer Engagement Trends in 2018 appeared first on Vocalcom Blog.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

Talkdesk

JANUARY 12, 2018

To see the difference, compare Talkdesk’s contact center features with legacy systems to see why it is time to consider the cost of not switching to the next-generation contact center in the cloud: The Benefits of Switching to Talkdesk. What new tools will your contact center features offer customers and agents in 2018?

Contact Center 40

Contact Center Customer Service Customer Experience Cloud contact 40

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Download the full Forrester Wave report here.

Cloud contact 54

Cloud contact Contact Center Analytics Marketing 54

Cyara

JULY 9, 2019

Businesses of all sizes want the most reliable, secure and advanced contact center solutions, coupled with ease of configuration/integration, all at the most affordable price point possible. Cloud contact centers, particularly Amazon Connect, provide businesses with a service that incorporates and embraces all of these characteristics.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

NICE inContact

JANUARY 7, 2019

If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The Forrester Wave : Cloud Contact Centers, Q3 2018 at the top of your reading list. The post Considering the Cloud?

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Call Experts

FEBRUARY 19, 2020

It is the right time to optimize your CX with proven strategies; contact our team today to learn more. . More Blogs Menu. Key 2020 Trends: Cloud Contact Centers. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. What is an employee call out-line?

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Cisco - Contact Center

JANUARY 21, 2020

million people living in the EU on 1 January 2018 were non-EU citizens*. Cisco has a portfolio of on-premise, hybrid, and cloud contact center solutions. Video on YouTube: Cognitive Contact Centers Voice Transcription Translation. Cisco blogs: Cisco Artificial Intelligence in Contact Centers: Conversational IVR.

Contact Center 66

Contact Center contact center solutions Cloud contact Call Center 66

Call Experts

MARCH 5, 2020

More Blogs Menu. How Contact Centers Support Plumbing Businesses. Understanding Contact Center Billing. Key 2020 Trends: Cloud Contact Centers. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. The Value of an Optimized Customer Experience.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Answering services 80

Aspect

MAY 31, 2018

Our developers build responsive cloud Contact Centre as a Service (CCaaS) solutions that are capable of processing high volumes of requests while offering additional support, flexibility and scalability when necessary. For more information on cloud CCaaS solutions, please visit here.

Cloud contact 68

Cloud contact Chatbots Surveys Customer retention 68

Call Experts

MARCH 18, 2020

More Blogs Menu. How Contact Centers Support Plumbing Businesses. Understanding Contact Center Billing. Key 2020 Trends: Cloud Contact Centers. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. The Value of an Optimized Customer Experience.

Education 75

Education Contact Center Journey mapping Interactive Voice Response 75

Call Experts

FEBRUARY 26, 2020

Whether powering your contact center or operating your lines, all services are white-labeled as an extension to your business. . . This blog was written by Scott Witte, the Director of Customer Experience at Call Experts in Charleston, SC. More Blogs Menu. Understanding Contact Center Billing. Do you have the answers?

Contact Center 59

Contact Center Journey mapping Interactive Voice Response Call Center 59

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. appeared first on NICE inContact Blog. Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs?

Cloud contact 48

Cloud contact Contact Center Analytics CRM 48

Enghouse Interactive

DECEMBER 5, 2018

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019. Cloud contact centre adoption rates will continue to grow.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

NICE inContact

DECEMBER 17, 2018

Gartner isn’t the only independent analyst firm to name NICE inContact a leader for cloud contact center solutions. i] Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew Kraus , Steve Blood , Simon Harrison , Daniel O’Connell , 17 October 2018. Download all 3 reports. [i]

Multichannel 48

Multichannel Contact Center contact center solutions Cloud contact 48

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. Hear about actual contact center transformations and best practices, too.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

USAN

SEPTEMBER 3, 2021

In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. Amazon Connect, the omnichannel cloud contact center platform from Amazon Web Services, helps companies optimize their CX by delivering seamless support through the power of technology. By 2025, the value will be $3.2

Chatbots 40

Chatbots Customer Service Cloud contact Contact Center 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. Hear about actual contact center transformations and best practices, too.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Omnichannel Service and Satisfaction.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. appeared first on NICE inContact Blog. How Webhelp profits from simplified integration of chatbots and AI.

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

NICE inContact

DECEMBER 12, 2018

Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. For complete insights from our benchmark report, download the 2018 Customer Experience (CX) Transformation Benchmark.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

Aspect

MAY 10, 2018

Leveraging Aspect’s chatbot design, which incorporates Natural Language Processing, Lidl rolled out the AI-driven, Facebook Messenger chat service in late January 2018, to help Lidl UK customers make more informed wine purchasing decisions. The post We’re in the running for three cloud awards! appeared first on Aspect Blogs.

Chatbots 89

Chatbots Self service Technology Enterprise 89

NICE inContact

APRIL 24, 2019

However, a 2018 Forrester report points out that CX is stagnating. The post The Last Mile: Where CX Matters Most to Customers, Companies and Agents appeared first on NICE inContact Blog. Over the last years, there has been no notable improvement. Last Mile CX.

Contact Center 71

Contact Center Call Center Sales Technology 71

Aspect

JUNE 5, 2018

In the 2018 Agent Experience Survey, to be published later this month, we found that 79% of agents said having the most up-to-date software to manage customer interactions was important for them to provide better customer experiences. The post Get Your Contact Center Mojo Workin’ appeared first on Aspect Blogs.

Contact Center 73

Contact Center Surveys Analytics Customer Service 73

NICE inContact

APRIL 12, 2019

More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience.

Cloud contact 11

Cloud contact Contact Center Marketing Technology 11

VocalCom

AUGUST 14, 2017

According to Gartner, 50% of companies will redirect their investments to customer experience innovations by 2018. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 48

VocalCom

JANUARY 28, 2019

With the establishment of GDPR in 2018 giving European Union citizens power over the use of their personal information, brands worldwide were forced to rethink their policies and become compliant with the new law. The post 7 Trends Shaping the Customer Experience in 2019 appeared first on Vocalcom Blog. Security is an absolute must.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

teleopti

JANUARY 7, 2019

It’s a trend contact center analyst ContactBabel calls ‘The Great Mobile Opportunity’ (The UK Contact Centre Decision-Makers’guide 2018/2019) and it has the power to revolutionize customer service and the role of the contact center. Think about contextual as the new supercharged omni-channel.

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

Revation Systems

NOVEMBER 6, 2018

IBM’s 2018 “Cost of a Data Breach” study reports the global average cost of a single data breach is up 6.4 The importance of security for healthcare cloud offerings is only growing, and software/IT vendors will need to shift to meet these expanding requirements. The post HITRUST — 2018 and Beyond appeared first on Revation Systems.

Healthcare 48

Healthcare industry standards Cloud contact Contact Center 48

Noble Systems

MARCH 11, 2019

And how can they be sure that the cloud contact center will accomplish what they set out to do? This blog will look at the top advantages of moving customer experience solutions to the cloud. According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

NICE inContact

JANUARY 28, 2019

We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018. We’ve talked about the thorough questionnaire and proof of concept demos, but as every contact center well knows, no vendor review would be complete without including the voice of the customer.

Cloud contact 54

Cloud contact contact center solutions Contact Center Feedback 54

NICE inContact

DECEMBER 21, 2018

But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. It means finding a cloud contact center solution that allows you to lower labor costs while actually accelerating time to resolution and enhancing the customer experience.

Cloud contact 48

Cloud contact Contact Center contact center solutions Self service 48

NICE inContact

DECEMBER 26, 2018

Moving to a cloud contact center as a service model offers a number of benefits, but personalization, affordability and efficiency definitely top the list. Gartner isn’t the only independent analyst firm to name NICE inContact a leader for cloud contact center solutions. Download all 3 reports. [1]

Call Center 48

Call Center Technology Cloud contact Contact Center 48

Fonolo

FEBRUARY 13, 2019

Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. The ongoing centrality of the voice channel is a recurring theme on this blog. Who wrote it: Lori Bocklund at Contact Center Pipeline.

Contact Center 57

Contact Center Call Center APIs Technology 57

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. Cloud Contact Center – Cloud computing… applied to the contact center. And… more and more consumers are going digital.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

NICE inContact

JUNE 27, 2018

Register now for the final webinar in the series, Building for the Future: CX in the Cloud, June 28, 2018, when three of NICE inContact’s innovative customers will discuss how cloud contact center has allowed them to up their company’s customer experience game.

Customer Experience 48

Customer Experience Government Healthcare Contact Center 48

NICE inContact

JANUARY 11, 2019

It often seems that AI is becoming the answer for EVERYTHING but contact center leaders can struggle to understand how it can help specific employees with specific roles. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18