Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Enterprise Analytics Contact Center 62

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Single-Sourced.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Or are there?

Contact Center 49

Contact Center Analytics Quality management Contact center software 49

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

DMG Consulting

SEPTEMBER 29, 2022

To begin with, AI technology is being used as the new foundation upon which all contact center systems and applications are being rebuilt. Artificial intelligence technologies are also being used to create a new contact center solution, one that sits at the core of the operation and oversees the performance of the department.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? It’s a win-win.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

DMG Consulting

FEBRUARY 5, 2020

The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Choosing the right contact center software is essential for success. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. AI and knowledge solutions to reduce cost and drive smarter, more efficient interactions.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

MiaRec

MAY 4, 2023

While researching contact center solutions, you might be overwhelmed with all the options on the market. From pricing to integration, you realize there are several factors that you need to consider.

contact center solutions 82

contact center solutions Contact Center Marketing Quality management 82

Serenova

MARCH 10, 2020

As we evaluate the trends affecting contact centers, we view the convergence of Contact Center-as-a-Service (CCaaS) and Unified Communications-as-a-service (UCaaS) technologies as a clear opportunity to optimize customer experience.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Playvox

AUGUST 25, 2021

Customer experience technologies exist in an interconnected ecosystem, and customers want unified solutions that seamlessly exchange information and deliver incremental value beyond the sum of the parts. Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center.

Management 57

Management Agent burnout Contact Center Coaching 57

Talkdesk

JUNE 5, 2019

As the leading provider and developer of on-demand shared ride technology, Via experienced significant growth and needed a flexible contact center solution to support its customer service operations.

Transportation 46

Transportation Customer Service contact center solutions Contact Center 46

Calabrio

MARCH 2, 2020

With Twilio Flex, the programmable contact center platform, businesses get complete control to build the exact contact center solution they need to fit their needs. When we say “programmable,” the customer can customize Twilio Flex to build the contact center solution they need.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. See Cisco Contact Center Chief Growth Officer Vinod Muthukrishnan’s WebexOne session “ What’s shaping your customer experiences ?”

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

DMG Consulting

SEPTEMBER 30, 2021

The story of this market is explained not by the pandemic but by the digital transformation and migration of contact center solutions to the cloud, both of which were accelerated by COVID-19. Many of the same solutions contributed to this goal, as did gamification and internal chat tools. Changing Buyer Expectations.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Single-Sourced. Always Available. Unified Communications. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Because your organization needs to.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Talkdesk

NOVEMBER 25, 2020

Choose a cloud-native contact center technology For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption. Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX).

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Advanced Reporting & Analytics. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

NICE inContact

DECEMBER 4, 2018

What about new unified communications (UC), PBX and other contact center. How do I evaluate cloud vs. premises solutions? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center?

Contact Center 49

Contact Center APIs contact center solutions CRM 49

DMG Consulting

DECEMBER 10, 2018

And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform. Learn more at www.dmgconsult.com.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. Moving to the Cloud Is Smart, But Not Easy.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Version 20 of our WFM solution makes it even easier to implement a cloud-based WFM system in practically any cloud environment.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. So, what should be done? This includes individual exchanges and discussion groups.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. So, what should be done? This includes individual exchanges and discussion groups.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NICE inContact

NOVEMBER 6, 2018

You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

JustCall

NOVEMBER 25, 2022

JustCall’s unique, in-depth analytics dashboard and various report generation tools can help you assess the effectiveness of your campaigns and representatives. HubSpot automatically incorporates all of this information into its customer relationship management system to keep track of it. PhoneBurner. RingCentral.

Sales 52

Sales voip Real estate CRM 52

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share. When: Today, 23 May 2018. million in 2016 to$1,655.3 million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 7, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Marketing Management 48

Hodusoft

FEBRUARY 14, 2020

There is little to dislike about Avaya contact center software Users have uniformly expressed satisfaction about overall performance and ease of use but customer service does not get them brownie points. Genesys PureCloud is another of the top of the line contact center solutions that global call centers have adopted in large numbers.

call center software 52

call center software Call Center Contact center software voip 52

Playvox

MARCH 12, 2023

There is a strong drive to incorporate AI in contact centers to improve customer service and increase overall efficiency. From helping predict customer behaviors and needs to sentiment analysis , AI has the potential to revolutionize the way support centers operate.

Contact Center 52

Contact Center Gamification Metrics Quality management 52