Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. There’s an avalanche of text data out there. It’s also about finding a tool that meshes with your business’s heartbeat – your KPIs, budget, and data processing goals.

Feedback 157

Feedback Analytics Multichannel Surveys 157

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. In this post, we describe how Philips partnered with AWS to develop AI ToolSuite—a scalable, secure, and compliant ML platform on SageMaker.

Healthcare 88

Healthcare Government Engineering APIs 88

TechSee

JULY 24, 2023

Embracing this philosophy, TechSee’s Visual Journeys simple integration with your Interactive Voice Response (IVR) platform and Customer Relationship Management (CRM) system can revolutionize customer engagement by turning “hold time” into “customer gold”.

Interactive Voice Response 109

Interactive Voice Response Call Center First call resolution CRM 109

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

NobelBiz

APRIL 16, 2024

Customers today expect businesses to meet them on their preferred platforms and provide a seamless experience throughout their journey. Personalized Customer Experience: By leveraging data insights from various channels, businesses can tailor interactions to suit individual preferences, leading to higher customer satisfaction and loyalty.

Contact Center 52

Contact Center CRM Call Center Best practices 52

AWS Machine Learning

MARCH 11, 2024

The new VistaPrint personalized product recommendation system Figure 1 As seen in Figure 1, the steps in how VistaPrint provides personalized product recommendations with their new cloud-native architecture are: Aggregate historical data in a data warehouse. Transform the data to create Amazon Personalize training data.

Personalization 92

Personalization Engineering APIs Advertising 92

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Data Mastery : AI is only as good as the data it processes. Successful adoption requires high-quality, well-managed, and ethically sourced data.

Government 52

Government Customer centricity Technology Management 52

3CLogic

APRIL 10, 2024

With many organizations still relying on outdated and siloed platform environments — where contact records are stored in one system and engagement history in another — valuable time is wasted searching for insights and information. Now, let’s see how this integration enhances the ServiceNow platform!

Management 64

Management Call Logging CRM Call flow 64

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

CSM Magazine

FEBRUARY 27, 2024

To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively. A key tool for achieving this is an integrated knowledge platform. This article delves into the role these platforms play in driving business success.

Best practices 52

Best practices Marketing Analytics Metrics 52

AWS Machine Learning

APRIL 11, 2024

AWS will offer the new NVIDIA Blackwell platform as Amazon Elastic Compute Cloud (Amazon EC2) instances and NVIDIA DGX Cloud to accelerate performance of building and running inference on multi-trillion parameter large language models (LLMs).

Entertainment 97

Entertainment Marketing Best practices Technology 97

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Connect

JANUARY 22, 2024

Many organisations struggle with the hindrance of siloed systems and fragmented data, restricting innovation and data accessibility. This contact centre buyer’s guide by Genesys outlines specific capabilities crucial for maximising value in customer, employee, and business interactions on a cloud platform.

Cloud contact 94

Cloud contact Contact Center Marketing Customer Experience 94

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. How Will AI Impact the Employee Experience?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

Hodusoft

APRIL 4, 2024

Before we delve into the details of HoduCC omnichannel CX Suite , let’s ask you some questions- Are you struggling to manage multiple communication channels effectively? Are you facing trouble in integrating different customer service platforms? Are you facing issues with maintaining data privacy and security?

Contact center software 52

Contact center software Analytics Interactive Voice Response Contact Center 52

CSM Magazine

APRIL 19, 2024

Getting to Know CX Software CX software includes applications and platforms that aim to enhance customer interactions, elevate satisfaction levels, and foster loyalty. Gathering Customer Information A key feature of CX software is its capacity to gather customer data at various touchpoints throughout the customer journey.

Multichannel 59

Multichannel Metrics Analytics Feedback 59

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

CSM Magazine

APRIL 25, 2024

In an era where data breaches are common, building and maintaining this trust, especially concerning customer data, is a significant challenge. Delivering this level of personalisation consistently can be challenging, given the vast amounts of data and the intricacies of customer journey mapping.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

VirtualPBX

APRIL 2, 2024

Automatic Call Distribution & Routing: With our Automatic Call Distribution, you’re not just managing queues – you’re orchestrating seamless customer experiences. Elevate your queue management system to new heights with ACD Queues Pro, ensuring you can scale your business rapidly without compromising customer retention.

contact center solutions 98

contact center solutions Contact Center CRM Analytics 98

3CLogic

FEBRUARY 7, 2024

Red Flag #1 Siloed Platform Environments Red Flag #2 Neglecting AI and Automation Red Flag #3 Ignoring Scalability and Security Red Flag #1: Siloed Platform Environments Consider a scenario where your contact center solution operates independently of your other platforms.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Lumoa

MARCH 12, 2023

When they do, it’s usually scattered across multiple platforms, seen by only one or two teams, and rarely has a big impact. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. In This Article: What is a customer experience platform? A CX platform combines all of that.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Totango

SEPTEMBER 22, 2023

“Totango believes being an open platform, working with a wide range of capability used in the enterprise, is vital to ensuring customer success can have the maximum impact of helping businesses retain and grow their customers. And, that growth comes from consistently and quickly delivering customer value.

Enterprise 113

Enterprise Education Best practices Customer retention 113

AWS Machine Learning

FEBRUARY 13, 2024

To keep pace with new products, a new model was produced each month using the latest training data. Data augmentation for model training and manually managing the complete end-to-end training cycle was adding significant overhead. BigBasket was running this on a third-party platform, which incurred significant costs.

Engineering 99

Engineering Gamification Scripts Big data 99

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.” We love data-driven insights.

Enterprise 112

Enterprise Best practices Feedback Education 112

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

NobelBiz

FEBRUARY 20, 2024

These issues can range from numbers being labeled and blocked, poor number management, severe drops in contact rates, to frequent network downtime due to lack of redundancy, and delayed resolutions for telecom-related technical issues. Agents can share data, collaborate on calls, and work efficiently.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

CSM Magazine

APRIL 24, 2024

AI-empowered chatbots as seen on gaming platforms It is not a secret that the gaming industry is growing significantly, and have you ever asked the question “Why”? There are other reasons beyond the attractive game offers and hyper-personalized offers throughout the platforms, and one of them is the excellence in customer success.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

Totango

JANUARY 3, 2024

With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI. Plus, industry experts agree.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

AWS Machine Learning

APRIL 18, 2024

It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. Slack worked with SageMaker JumpStart to host industry-leading third-party LLMs so that data is not shared with the infrastructure owned by third party model providers.

Enterprise 93

Enterprise Analytics Metrics Accountability 93

NobelBiz

JANUARY 30, 2024

So, as a call center owner, manager or supervisor how do you tackle this difficult challenge and avoid your numbers getting blocked? Leveraging Caller ID Reputation Management Managing the reputation of your caller ID is another key step in preventing call blocks.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

AWS Machine Learning

APRIL 16, 2024

They’re often used with highly sensitive business data, like personal data, compliance data, operational data, and financial information, to optimize the model’s output. The biggest concern we hear from customers as they explore the advantages of generative AI is how to protect their highly sensitive data and investments.

Engineering 117

Engineering Personalization Accountability Customer Experience 117

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106

SmartAction

FEBRUARY 13, 2024

Having a strong order management strategy can be a key differentiator for businesses. Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This feedback will be instrumental in refining your automation system.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

AWS Machine Learning

JULY 6, 2023

Many organizations choose SageMaker as their ML platform because it provides a common set of tools for developers and data scientists. In this post, we cover the benefits for SaaS platforms to integrate with SageMaker, the range of possible integrations, and the process for developing these integrations.

SaaS 75

SaaS Accountability APIs Engineering 75

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105