teleopti
DECEMBER 13, 2018
Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Declining brand loyalty. Today’s customer service operations are much more complicated.
Altivon
OCTOBER 11, 2017
Contact center solutions often have a 10 year life cycle. A study of communication methods by age shows that if you are 44 or older, the typical contact center does a good job of using the communication channels you prefer. Industry consolidation requires contact center consolidation. Aged infrastructure.
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NICE inContact
JUNE 20, 2018
But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up. Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off.
NICE inContact
OCTOBER 21, 2019
When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. But as chat volume continued to increase, the company took its eye off some important KPIs.
NICE inContact
NOVEMBER 27, 2018
An acquisition in 2011 proved to be especially fortuitous for SumTotal. From CXone Omnichannel Routing, ACD/IVR and Reporting, SumTotal has continued to add CXone products to its contact center operation, including CXone Agent for Salesforce®, CXone APIs and CXone Voice as a Service (VaaS). SumTotal has never looked back.
Noble Systems
MAY 11, 2021
In this blog, we’ll look at how speech recognition has evolved since it was first introduced. Many think that speech recognition began with the advent of Siri from Apple in 2011. Many companies, including contact centers, leverage ASR to provide advanced call routing. Background on Speech Recognition. When used correctly.
Certified Languages International
NOVEMBER 10, 2020
While many interpreting companies use contract interpreters, CyraCom touts the use of large contact centers staffed with interpreters covering 200,000 square feet of space across the U.S. Established: 2011. Primary industries served: Healthcare, government, 911 call centers, insurance, legal, refugee agencies.
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