Fonolo

DECEMBER 11, 2018

The data, collected over a 12-month period, revealed that customers phoning into call centers most frequently report waiting on hold with companies from the telecommunications, airline, and financial industries. The study also revealed the industries with the most significant hold-time offenders: Telecommunications.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

Hodusoft

OCTOBER 26, 2023

In later years, STIR/SHAKEN was developed jointly by the SIP Forum and the Alliance for Telecommunications Industry Solutions (ATIS) to efficiently implement the Internet Engineering Task Force (IETF). Enhancing call centers Since its inception, the STIR/SHAKEN feature played a huge role in boosting call centers.

Telecommunications 52

Telecommunications Government Education voip 52

JustCall

JANUARY 5, 2023

Speech analytics identifies and analyses live customer calls or voice recordings using speech recognition software to produce valuable and vital data and provide high-quality assurance. Speech analytics solutions are either integrated into contact center software or provided as a preloaded feature. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

Talkdesk

MARCH 4, 2021

When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. As a customer, I may walk into a branch, get some information, then actually call the call center [for an update] and the information is disjointed.

Customer Experience 94

Customer Experience Banking Contact center software Contact Center 94

CSM Magazine

DECEMBER 15, 2015

CGS, a global provider of business applications, enterprise learning and outsourcing services, has announced the acquisition of Mas Cerca Contact Center, the Chile-based business process outsourcing (BPO) provider. help desk solutions, technical support, customer care, sales and channel management, and finance and accounting.

Contact Center 40

Contact Center Business Process Outsourcing outsourcing Transportation 40

NobelBiz

MAY 24, 2021

What are the types of call center technologies? There is a lot of confusion about cloud-based contact centers and traditional on-premise call centers. On-premise contact center uses software and hardware installed at a remote location that is in close proximity to the call center agents or in the same location.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

aircall

JUNE 28, 2022

What got us excited as product mock-ups matured is that there was a “perfect storm” opportunity: Existing phone system offerings were old, commodity hardware–oriented, and if you wanted an international system, productivity, and collaboration, you had to go for complex call center software that needed months of implementation.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Pointillist

SEPTEMBER 10, 2020

For example, a telecommunications provider might promote new mobile phones for a customer who is due for an upgrade. Process mining is centered on the process, rather than the customer. The customer care team oversees the call center, IVR, chat and other customer service channels.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Connecting the Dots

APRIL 21, 2017

As we start bundling services in the banks and in telecommunications, we’ve seen the complexities rise. And I think that somehow both legal and finance have taken over a lot of companies in the game toward looking toward the bottom line. When people call a call center, what they are really looking for is a relationship.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48