Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk unveiled Customer Sentiment Score , our first predictive analytic, that enables companies to actively assess churn and take proactive steps to prevent it. Casey Whalen of Shopify explained that his company has merged the Sales and Support teams and now simply calls them “Improvers.”

Customer centricity 40

Customer centricity Airlines Metrics Self service 40

JustCall

JULY 18, 2023

We built JustCall in 2016 with the aim to meet the voice and communication needs of businesses across the globe. In June, we announced our new AI-powered Conversation Intelligence platform, JustCall iQ, to enhance agent onboarding, agent productivity with improved analytics to help your team be more productive.

Analytics 52

Analytics CRM Sales Technology 52

TeamSupport

JANUARY 9, 2024

Over time, as internet technology advanced and online communication became more sophisticated, live chat evolved to be integrated into various websites for purposes beyond customer support, including sales, lead generation, and general communication. Talk to our sales team today.

Customer Support 59

Customer Support Technology CRM Chatbots 59

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Sheila McGee-Smith, McGee-Smith Analytics. Sheila McGeeSmith, McGee-Smith Analytics. Paul Weber, Interactive Intelligence.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. Our scalable call center software adapts easily to your business’ support and sales needs. Aircall – Call center software of a new generation. Have you ever tried Aircall?

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. Our scalable call center software adapts easily to your business’ support and sales needs. Aircall – Call center software of a new generation. Have you ever tried Aircall?

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. B2B Customer Experience: How does an application consume all this data – from service, sales, marketing, mobile… to result in a business outcome?

B2B 60

B2B SaaS B2C Advertising 60

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. Sales Pursuits. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.”

Call Center 207

Call Center outsourcing Contact Center Finance 207

JustCall

JANUARY 17, 2024

When we opened shop at JustCall in 2016, we were laser focused on creating something that our customers would truly love. AI features that save you time and drudgery : “I love taking notes while on customer calls and feeding them into the CRM”, said no sales or support rep ever. What a ride!

Feedback 52

Feedback CRM Enterprise Analytics 52

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Win the Customer

SEPTEMBER 5, 2017

billion in 2016, will expand at a compound annual growth rate of 10.16 Over eight percent of small businesses suffered burglary or theft in 2016, a survey of 1,000 small business owners by Insureon found. percent of sales, according to the National Retail Federation. Generating Marketing and Sales Data. retailers $45.2

Surveys 115

Surveys Sales Marketing Analytics 115

TechSee

APRIL 10, 2018

These new practices rely heavily on technology and its proper integration and implementation, from data handling and advanced analytics to process adjustments, training and more. Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021).

Call Center 139

Call Center Technology outsourcing Self service 139

Natalie Petouhof

JANUARY 24, 2016

Analytics Innovation. Sales Predictions Using Social Conversations. Analytics for the Holidays. Connecting the Dots and Humanizing Email Experience See Faster Email-to-Sale Conversions. Most Innovative Analytics Platform. Brandwatch Analytics. FollowAnaytics’ Enterprise Mobile Analytics Platform.

Marketing 40

Marketing Analytics Big data Engineering 40

Infinity

FEBRUARY 4, 2020

For businesses, they undoubtedly increase market coverage and attract more customers, but many policy sales from aggregators only break-even in year one. Insurance brokers buy a lot of their leads/sales from third parties and the majority don’t generate their own. Conversation Analytics does this for you at speed and scale.

Customer retention 52

Customer retention Analytics Sales Marketing 52

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. million in 2016 to$1,655.3 Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. When: Today, 23 May 2018. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

JustCall

MAY 23, 2023

This insightful session will shed light on the distinctions between conversational AI and AI-powered conversational intelligence, as well as uncover the transformative impact these technologies will play in empowering the sales, support, and customer service teams of tomorrow.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2016. increase in the QA sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Natalie Petouhof

JANUARY 5, 2016

And we help translate what the data scientist know so well to the business people that need to use it to make better customer experiences in marketing, sales and customer service. So in short, CES 2016 is about everything that can be connected will be connected. It could — if we learn how to harness it. My POV on #IOT?

Big data 40

Big data B2C B2B Technology 40

Joe Rawlinson

MAY 31, 2017

Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales. Dig into your marketing and sales data to determine when customers are buying and when they’re leaving your sales cycle altogether. Take a look at your most loyal customers. Data-driven Strategies.

Omni-channel support 98

Omni-channel support Customer retention CRM Sales 98

Aspect

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. We even have the old blog posts to prove it! This is similar to the “living journey maps” concept that was present in our initial release.

Journey mapping 52

Journey mapping SaaS Marketing Analytics 52

Anexa BPO

NOVEMBER 29, 2022

In 2016, 60% of organizations had a recognition program in place, up from 50% in 2012. With detailed analytics and insights that generate well-informed customer profiles, our teams can prevent issues, solve problems before the customer raises them, target sales and personalize responses when customers reach out.

outsourcing 52

outsourcing Coaching Analytics Personalization 52

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. Predictive analytics and, more importantly, prescriptive analytics. These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. Prescriptive analytics isn't just for survey data, though. What am I talking about?

Analytics 64

Analytics Surveys Education Customer Experience 64

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 1, 2019

DMG’s 2015 edition of the “WFO Mid-Year Market Share Report” analyzed 45 vendors worldwide; the 2016 edition compared results for 42 providers; and the 2017 edition examined the performance of 39 WFO suite vendors. ANALYTICS, AI, AND RPA. During this transition, the market experienced a number of mergers and acquisitions.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Fonolo

MARCH 25, 2019

While it was outside the top 100 search terms on gartner.com in January 2016, it was ranked #7 by May of the following year. In this live panel discussion, three industry thought leaders narrow in on the latter, focusing on speech analytics, NLP, and other AI tech. 2) Natural language processing (NLP). Vice President Product Marketing.

Engineering 70

Engineering Contact Center Chatbots Education 70

Hello Customer

MAY 17, 2020

More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming. Van Lerberghe is a marketing and sales executive with generous experience in Silicon Valley. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

DMG Consulting

MARCH 8, 2019

The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud. at the end of 2016 (July 2017). The result is higher sales rates, larger collections and greatly improved customer service. Assuming an average cost per seat of $125/month, this is already a $4.1

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

aircall

JANUARY 24, 2022

The idea of customer support is more than a necessity for post-sale activities. You have many more opportunities to show your customers that you value them from the initial sale to after-care support, customer service, and new sales. That figure is up by $13 billion from 2016. But, it only begins there.

Call Center 126

Call Center Best practices call center software CRM 126

Totango

JANUARY 10, 2019

It should offer the visibility needed to gauge each stage of the customer journey through KPIs, dashboards, analytics, and best practices. And it should work seamlessly with your CRM solution to support your sales pipeline. The ability to pick out high-value customers can significantly help you increase sales.

Enterprise 63

Enterprise SaaS CRM Upselling 63

ClearAction

OCTOBER 16, 2019

Do we believe “the purpose of Marketing is to maximize revenue leads for Sales” as 70% of CEOs now expect? Sales-centric management) is a continuous hamster-wheel that perpetuates complexity of managing expectations. Marketing-Sales alignment right-sizes attention across the end-to-end customer journey.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. billion (excluding carrier revenue) as of the end of 2016. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Education Services Group

OCTOBER 21, 2021

In PwC’s latest annual CEO survey , 36% of CEOs said they are focusing more on productivity through automation and technology – up 124% compared to 2016. And McKinsey & Company advocated for utilizing the CoE model to drive advanced analytics transformations back in 2018. Data and analytics.

Metrics 52

Metrics Best practices Analytics Enterprise 52

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Here are three key trends to watch: 1.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. Live chat is typically used by sales, marketing, and customer support. Increase sales. Live chat doesn’t just help increase sales. We’ll get into this later).

Surveys 98

Surveys Marketing Customer Support Sales 98