AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Talkdesk CX Cloud contact center – Talkdesk, Inc.

Cloud contact 71

Cloud contact Self service Contact Center Virtual Agent 71

TechSee

AUGUST 10, 2023

TechSee previously announced a partnership with Amazon Web Services’ (AWS) Partner Network, listing TechSee in the AWS marketplace, creating a frictionless purchasing process for mutual AWS/TechSee customers m deepening the relationship between the two companies. Simply put, text and voice are not enough for today’s highly demanding consumer.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

CSM Magazine

DECEMBER 9, 2021

Empirix launches Hammer Voice Explorer to complete its end-to-end portfolio and accelerate cloud contact center transformation. Yet growth is inhibited by the complexity of making the transition from on-premises to these highly scalable cloud solutions. “We About Empirix. For more information visit www.empirix.com.

Cloud contact 52

Cloud contact Interactive Voice Response Contact Center Scripts 52

Win the Customer

OCTOBER 12, 2018

As self-service technology expands, companies must innovate with new ideas to provide a better customer service and brand experience. Here’s a look at customer self-service and the role of burgeoning cloud contact centers. Gone are the days when a phone was the only option to reach a customer support team.

Cloud contact 98

Cloud contact Self service Contact Center contact center solutions 98

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. EC Theater Session: Next Wave is Here: Think Beyond the Cloud.

Enterprise 54

Enterprise Customer Experience Contact Center Cloud contact 54

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. EC Theater Session: Next Wave is Here: Think Beyond the Cloud.

Enterprise 48

Enterprise Customer Experience Contact Center Cloud contact 48

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. EC Theater Session: Next Wave is Here: Think Beyond the Cloud.

Enterprise 48

Enterprise Customer Experience Contact Center Cloud contact 48

Spearline

MARCH 27, 2023

(L-R) Luan Tran, CTO and Co-Founder of Cyara; Kevin Buckley, CEO and Co-Founder of Spearline; Alok Kulkarni, CEO and Co-Founder of Cyara; and Matthew Lawlor, CTO and Co-Founder of Spearline Strategic acquisition expands Cyara’s solutions for AI and cloud contact center migration assurance SILICON VALLEY, Calif.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

Talkdesk

APRIL 23, 2020

With its headquarters experiencing the work-from-home shift and social distancing brought on by the coronavirus (COVID-19) pandemic, IT Naturally opted for Talkdesk® Enterprise Cloud Contact Center to support business continuity initiatives, keep operations moving forward and equip agents with best-in-class tools to work from anywhere.

Enterprise 57

Enterprise Contact Center Cloud contact Service level 57

Talkdesk

MARCH 13, 2020

Customer experience is at the heart of EF English Live. As an educational platform, the organization must ensure that its users not only use and love the product, but actually make progress in their learning experience. When looking for a new contact center solution, call quality was the leading factor moving forward.

Enterprise 52

Enterprise Education contact center solutions Cloud contact 52

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. Paul Jarman, inContact. Karen Hardy, Avaya.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

NICE inContact

AUGUST 1, 2019

Join the webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center , for guidance on managing the entire contact center software evaluation cycle, from building a consensus on priorities internally to evaluating your options to negotiating and selecting new partner.

Contact center software 55

Contact center software Contact Center Enterprise Cloud contact 55

CSM Magazine

JUNE 14, 2022

Utilising more than 60 AWS services, the Calabrio ONE WFO suite brings the cloud advantages of performance, security, agility, scalability, reliability, and ease of use to organisations in South Africa from start-ups to enterprises & Business Process Outsourcers (BPOs). For more information, contact Calabrio.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

ppt solutions

APRIL 14, 2021

the cloud contact center for innovative enterprises, today announced availability of new contact center managed services, powered by PPT Solutions, a premier provider of client-centric, performance-based customer experience and contact center consulting solutions.

Customer Experience 52

Customer Experience Management Cloud contact Contact Center 52

Serenova

APRIL 26, 2019

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. For contact center leaders just beginning to explore cloud solutions, making the right decision can seem daunting. Keeping customer data secure is critical for your contact center.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

3CLogic

MAY 26, 2022

If you are seeing a significant drop in customers or stagnated growth in net new customers, the best way to center the new expectations for customer experience is an informed customer experience strategy that can even help you achieve — and exceed — your revenue goals. Customers Demand A Seamless Experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

NICE inContact

MARCH 23, 2016

Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

8x8

MARCH 12, 2019

This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program. Contact Center AI empowers enterprises to use AI to augment and improve their contact centers.” .

Contact Center 54

Contact Center Cloud contact Virtual Agent Wait times 54

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. So, what were the contact center themes this year?

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Cisco - Contact Center

JANUARY 27, 2020

Delivering superior customer experiences is more important now than it has ever been for companies of all sizes. In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service. How Well Do You Know Your Customers?

Contact Center 89

Contact Center contact center solutions Enterprise Cloud contact 89

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. This information can go a long way towards bigger wins; like improving the customer experience and reducing the cost of service for your company.

Contact Center 100

Contact Center Analytics Marketing First call resolution 100

Serenova

MAY 23, 2019

Years ago, we began speaking about the rising importance of customer experience. We recognized the customer experience started and ended with the contact center. Today, it feels like the customer experience wave has turned into a tsunami. Better Customer Experiences in the Cloud.

Contact Center 40

Contact Center Customer Experience Cloud contact contact center solutions 40

Serenova

MARCH 7, 2019

In my last post, I shared 10 Reasons to Attend 2019 Enterprise Connect. For anyone I haven’t yet convinced, here are a few more reasons to attend one of the biggest—and most important— contact center events of the year. He’ll also provide the framework you’ll need to decide if the cloud is right for your organization.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. This makes it the best contact center software for SMBs.

Contact center software 52

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

JustCall

NOVEMBER 25, 2022

Talkdesk NICE CXone Salesken CallMiner Eureka Genesys Cloud CX Avaya OneCloud CCaaS Observe.AI Talkdesk® is the global cloud contact center market leader for customer-focused businesses. Better consumer experiences, they think, begin with AI. CloudTalk Mediafly Coach360 (formerly ExecVision) Five9. NICE CXone.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Cisco - Contact Center

SEPTEMBER 17, 2020

Keeping Customer Experience Top of Mind. Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. Full Omni-Channel Webex Experience Management. Customer Experience Journey on Agent Desktop.

contact center solutions 126

contact center solutions Contact Center Surveys Enterprise 126

Aspect

NOVEMBER 5, 2018

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? Learn more about how Aspect’s cloud contact center solution can work for your business.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months.

Best practices 67

Best practices Contact Center Cloud contact Enterprise 67

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. For contact centers, this means a next generation of high-definition customer experiences that will differentiate the most successful global brands.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Noble Systems

MAY 4, 2021

Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. The Contact Center was the next evolution.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Talkdesk

JANUARY 22, 2020

All 200 patent applications relate to Talkdesk Enterprise Cloud Contact Center with more than half specifically for enabling and accelerating AI capabilities. patents in 100 days is a further sign of our commitment as a cloud-based innovator that is driving customer experience innovation in the customer service industry. .

Cloud contact 57

Cloud contact Enterprise Contact Center contact center solutions 57

Talkdesk

APRIL 28, 2020

Grounded with an inflexible and unreliable on-premises system, TAP Air Portugal sought a scalable cloud solution it could depend on to provide an outstanding customer experience. We are pleased that TAP Air Portugal, a large global enterprise, chose Talkdesk for its cloud contact center solution.

Customer Support 64

Customer Support Airlines Cloud contact contact center solutions 64

3CLogic

AUGUST 3, 2021

To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Failing to do so could result in a series of business challenges including lost sales, diminished customer loyalty, and damaged employee morale.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Callminer

DECEMBER 17, 2019

Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” “Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%).”

Call Center 207

Call Center outsourcing Contact Center Finance 207

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead.

Contact Center 117

Contact Center Technology contact center solutions Cloud contact 117