ViiBE Blog

APRIL 8, 2021

ViiBE’s API integration can integrate video assistance to your existing ticketing system, taking your tech support to the next level. Sports retailer Decathlon was able to increase its first call resolution (FCR) rate by six times by empowering its support agents with ViiBE.

Call center experience 52

Call center experience Call Center Average Handle Time call center software 52

Enghouse Interactive

OCTOBER 21, 2020

Ensure consistency of response, investigate First Call Resolution (FCR) and Average Hold Time (AHT) variations between agents. Treat Automation like a member of your staff with assigned KPIs, reviews and ongoing re-training.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Talkdesk

JANUARY 12, 2018

Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: Legacy solutions that were designed before the modern CRM don’t have decent APIs and can’t handle this type of activity.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: Legacy solutions that were designed before the modern CRM don’t have decent APIs and can’t handle this type of activity.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Pointillist

SEPTEMBER 10, 2020

Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly. So, use an API-based approach to improve real-time interactions at individual touchpoints by bringing each customer’s overall experience right to the point of interaction.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

InGenius

JANUARY 2, 2019

Automatic Number Identification (ANI) lets agents see the incoming call number as basic caller ID. API - Application Programming Interface. An application programming interface (API) is a software "go-between" that acts like a behind the scenes guide to make it easier to connect two applications. FCR - First Call Resolution.

Contact Center 48

Contact Center Interactive Voice Response APIs Average Handle Time 48

Noble Systems

JUNE 27, 2019

It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs. Robust APIs for integration.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Hodusoft

NOVEMBER 24, 2021

Dive in to understand which call center features can help you in this competitive business environment. . Most important call center features for 2022. First call resolution, average handling time, and agent idle time have become the top metrics of concern for call center leaders these days. Remote Agents.

Call Center 105

Call Center Interactive Voice Response call center software CRM 105

Hodusoft

AUGUST 9, 2023

Sophisticated multi-tenant contact center software comes with built-in integrations or APIs (Application Programming Interfaces) that allow seamless integration with popular CRM, helpdesk, and other business systems. With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Whitepages Pro

JUNE 2, 2017

This powerful new feature integrates with Google’s Cloud Speech API, so developers can add transcription to their Twilio voice services without having to train complicated models. Speech Recognition will surely enable interesting Interactive Voice Response (IVR) use cases and real-time call scoring and analysis opportunities.

Interactive Voice Response 40

Interactive Voice Response APIs Average Handle Time Call flow 40

Pointillist

JULY 25, 2018

Operational Metrics: First Call Resolution (FCR). Pointillist can handle data in all forms, whether it is in tables, excel files, server logs, or 3rd party APIs. 3rd Party APIs: Pointillist has a large number of connectors using 3rd party APIs. Customer Effort Score(CES). Financial Metrics: Revenue Growth.

Analytics 93

Analytics Government APIs Metrics 93

NobelBiz

AUGUST 11, 2022

Of course, this translates into better cost-per-minute rates, better coverage, and faster resolutions when it comes to downtimes or any other infrastructure-related issue. As a matter of fact, NobelBiz scores one of the highest First Call Resolutions in the entire industry.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52

CSM Magazine

FEBRUARY 21, 2022

Similarly, API-integrated decision trees don’t require gathering any data. Decreased Instances of Call Transfer. While on a call with a support agent, call transfers lead to customer dissatisfaction. Instead, they link the steps back to a CRM automatically. Both are possible with remote visual help. Annotations.

Multichannel 52

Multichannel Self service Chatbots Customer retention 52

OctopusTech

SEPTEMBER 29, 2022

The software shows reports like time taken in solving issues, first call resolution rate, time to response rate, incoming requests volume, average call handling time, holding times, and many more.

Customer Service 62

Customer Service CRM Self service Analytics 62

Pointillist

JULY 25, 2018

Pointillist can handle data in all forms, whether it is in tables, excel files, server logs, or 3rd party APIs. 3rd Party APIs: Pointillist has a large number of connectors using 3rd party APIs. Data in any format may be uploaded to this endpoint. This process typically takes 1-2 days.

Analytics 43

Analytics Metrics Government Journey mapping 43