CSM Magazine

JULY 13, 2023

Sabio Group has strengthened its French customer base by securing Aramis Group’s Aramisauto on a multi-year digital transformation project. The agreement with Sabio Group will involve the migration of 400 contact centre advisors onto Genesys Cloud and includes an intelligent call routing solution as well as integration with Salesforce.

Chatbots 52

Chatbots Service level Technology Customer Experience 52

AWS Machine Learning

DECEMBER 19, 2023

This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. Overall, ML use cases require a readily available integrated solution to industrialize and streamline the process that takes an ML model from development to production deployment at scale using MLOps.

Analytics 103

Analytics Engineering Government Best practices 103

CSM Magazine

NOVEMBER 14, 2023

The theme of my session was ‘Productive Conversations – How The Latest AI And Digital Technologies Should Be Used to Drive Efficient and Engaging Customer Experiences’ My focus was on the transformative power of AI and digital technologies in shaping customer interactions in the contact centre environment.

Technology 52

Technology Customer Experience Customer Service 52

AWS Machine Learning

SEPTEMBER 20, 2023

As customers accelerate their migrations to the cloud and transform their business, some find themselves in situations where they have to manage IT operations in a multicloud environment. Solution overview In this section, we describe how to build and train a model using SageMaker and deploy the model to Azure Functions.

Scripts 99

Scripts Engineering Accountability Enterprise 99

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Maintain the accelerated pace of digital transformation.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

DMG Consulting

MARCH 13, 2023

Due to innovations in artificial intelligence (AI) and automation, solutions that provide real-time guidance and reduce the time agents spend writing after-call summaries can help decrease average handle time while improving the experience for customers and agents. Undergoing a digital transformation came in 8 th place, cited by 28.3%

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Talkdesk

DECEMBER 10, 2020

Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

AWS Machine Learning

DECEMBER 12, 2023

After you deploy this solution, users can get started quickly and experience the capabilities of multiple foundation models in conversational AI though a web interface. Refer to the following diagram for an overview of the solution architecture. On the Models, notebooks, solutions page, search for Stable Diffusion 2.1.

Chatbots 99

Chatbots Enterprise APIs Best practices 99

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. CRM integration to Microsoft Dynamics has also been included in a project that involved the migration of around 300 UK-based contact centre agents.

Cloud contact 52

Cloud contact CRM Technology Customer Experience 52

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys. .

Chief Customer Officer 52

Chief Customer Officer Education Government Consulting 52

ConvergeOne

JUNE 8, 2021

The AWS Well-Architected Framework is used by Cloud Architects to plan, migrate, transform, and operate their workloads on AWS. Migrating your applications and servers from Data Centers into the AWS Cloud requires a specific approach and is different for all clients. Modernization is the key factor in this pillar.

Accountability 77

Accountability Management Technology 77

CSM Magazine

MARCH 9, 2023

Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention.

Cloud contact 52

Cloud contact Technology Customer Experience Management 52

DMG Consulting

JANUARY 17, 2021

Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind? Answer: The pandemic has accelerated many transformations that needed to happen in enterprises and their front-office servicing departments by as much as 2 – 4 years.

Contact Center 105

Contact Center Self service Enterprise Technology 105

CSM Magazine

MARCH 30, 2021

Nearly three-quarters of contact centres that moved to the cloud did so during the pandemic. Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. What’s Next?

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

JustCall

MARCH 10, 2023

Unified Communications as a Service (UCaaS) offers cloud-based collaboration anywhere, anytime, that can transform your business in a big way. But knowing the right time to break up with your legacy phone system and migrate to UCaaS can be quite challenging. and document each device’s location.

Management 40

Management Technology 40

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. As such, digital transformation has become a top priority for contact centers. What’s needed is a digital transformation plan that both mitigates risk and addresses real pain points.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

CSM Magazine

JULY 12, 2023

Davies partnering with Sabio Group to transform its contact centre technology and infrastructure. Sabio will guide the firm’s transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform. and Europe.

Self service 52

Self service Technology Customer Experience Marketing 52

AWS Machine Learning

MAY 9, 2023

In this post, we propose a solution that automates ingestion and transformation of previously untapped PDFs and handwritten clinical notes and data. Solution overview AWS provides a variety of services and solutions for healthcare providers to unlock the value of their data.

Healthcare 69

Healthcare Enterprise Analytics Construction 69

DMG Consulting

JANUARY 30, 2024

The factors driving rapid growth include the recent adoption of these solutions by cloud holdouts, including large financial services institutions; ongoing seat expansions from many existing customers; a strong replacement cycle of earlier-generation CCaaS solutions; and increased international deployments.

Contact Center 48

Contact Center CRM Enterprise Self service 48

DMG Consulting

JUNE 9, 2023

Enterprise customers continue to pressure CCaaS vendors to provide a broader offering of contact center applications to reduce the necessity of integrating disparate solutions. Increased seat adoption is driven by many first-time customers, including larger on-premise contact centers that have finally begun their migration to the cloud.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

CSM Magazine

MAY 3, 2023

The digital customer experience (CX) transformation specialist has appointed Nicolai Ginge as Country Manager for Sabio Denmark. “There is a strong appetite for CX and digital transformation projects across Denmark and the Nordics.

Consulting 52

Consulting Consulting CRM Analytics 52

Cincom

JULY 27, 2020

Moving to the Cloud with CPQSync Configure-Price-Quote Software. After years of innovation and adoption of our on-premise solution, Cincom CPQ, Cincom moved its configure-price-quote solution to the cloud. It did not take an expert to see the logic in migrating to the cloud.

SaaS 64

SaaS Sales Marketing Management 64

Cisco - Contact Center

JUNE 18, 2020

We’ve launched Webex Contact Center in multiple geographies, and recently introduced Webex Contact Center Enterprise , a robust, scalable, cloud contact center solution that meets the unique and sophisticated needs of very large enterprises. Contact Center Installed Base.

Contact Center 120

Contact Center Enterprise contact center solutions Cloud contact 120

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. 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.

Management 62

Management Enterprise Analytics Contact Center 62

CSM Magazine

JANUARY 13, 2023

Sabio – the digital customer experience (CX) transformation company – will integrate the specialist Genesys business of Sopra Steria. Mark Betts, Sabio’s Managing Director for the UK, Nordics and Africa, said : “There is a strong appetite for CX and digital transformation projects across Scandinavia and the Nordics.

Consulting 52

Consulting Consulting Technology Management 52

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

CSM Magazine

JUNE 14, 2022

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. . The race to accelerate South Africa’s cloud journey. Five reasons why Calabrio ONE and the cloud matter.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows.

Management 110

Management APIs Engineering Government 110

Talkdesk

FEBRUARY 27, 2020

Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture. Embrace the cloud The first step in any successful digital transformation is to embrace the cloud and what it can do for your organization. between 2017 and 2018. Why should you care?

Best practices 80

Best practices Abandon rate Analytics Contact Center 80

Fonolo

NOVEMBER 17, 2020

The companies that realize there’s no going back will be ahead of the pack, just as those contact centers who invested in cloud technology before the pandemic found migration a lot easier. Omnichannel, Cloud-Based Contact Centers. To deliver this, we expect to see many more contact centers migrate to the cloud in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

OCTOBER 24, 2022

There’s no shortage of business literature advocating for digital transformation. But digital transformation means different things to businesses in different growth stages. For small-to-medium businesses (SMBs) there’s a stronger focus on digital transformation cost saving.

Finance 48

Finance Benchmark Management Technology 48

Jon Arnold

MAY 6, 2021

Much like Zoom has been the right technology at the right time to enable work from home, Five9 provides a pretty complete CCaaS solution as contact centers rush to the cloud. As we heard, 85% of this market is still premises-based, and it’s hard to see why so many players are jumping in with all types of cloud offerings.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. While the increase between 2019 and 2020 was relatively modest, given the pandemic, maturity of this sector, and migration from a predominantly on-premises sales model to a cloud annual recurring revenue (ARR) model, this performance is good. August 5, 2021 Donna Fluss.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

CSM Magazine

JANUARY 31, 2023

Geoff Forsyth, Chief Information Security Officer, PCI Pal PCI Pal , the global SaaS provider of secure payment solutions for business communications, is attending the CIO Watercooler Live 2023 event in London, where Chief Information Security Officer, Geoff Forsyth, will be providing CIOs with an insight to security and compliance threats.

SaaS 52

SaaS Analytics Marketing Technology 52

AWS Machine Learning

MAY 5, 2023

In this post, we discuss a machine learning (ML) solution for complex image searches using Amazon Kendra and Amazon Rekognition. For example, if users want to find an architecture solution for the use case of customer verification, they will typically use a search query similar to “Architecture diagrams for customer verification.”

Engineering 101

Engineering APIs Scripts Enterprise 101

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Nearly half of the world’s contact centers have deployed cloud-based solutions and an additional third are in the process, according to IDC.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

AWS Machine Learning

MARCH 26, 2024

Solution overview The following architecture diagram shows the stages of a receipt and invoice processing workflow. The following sections take you through the process of creating the solution. Prerequisites To deploy this solution, you must have the following: An AWS account. An AWS Cloud9 environment.

APIs 90

APIs Construction Analytics Enterprise 90