DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Revation Systems

AUGUST 14, 2018

Today’s trend is for financial institutions to turn to multimedia contact center solutions that meet consumer expectations for fluid omni-channel communications in the digital world. The post From Phones to Multimedia: 2018’s Shift in the Financial Industry appeared first on Revation Systems.

Banking 48

Banking contact center solutions Contact Center Enterprise 48

Altivon

OCTOBER 11, 2017

Contact center solutions often have a 10 year life cycle. The full recording is available at “ Preparing Your Contact Center for 2018 ”. Read our related blog “ Replacing Aged Contact Center Infrastructure: the Time is Now! ”. Here are a few highlights. Aged infrastructure.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

Waterfield Technologies

DECEMBER 4, 2018

Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – December 4, 2018 –Waterfield Technologies (WTI), an industry leading technology organization focused on the delivery of customer experience applications in and […].

Technology 70

Technology contact center solutions Contact Center Customer Experience 70

Avaya

AUGUST 28, 2018

Avaya’s Customer Experience and Contact Center solutions demonstrated a high level of fortitude that is required to ensure an uninterrupted gameday experience. Avaya has proven to be a reliable provider of UC, CC, and mobile solutions for successful projects in sports infrastructure time and time again.

Entertainment 43

Entertainment contact center solutions Contact Center Technology 43

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. 4: Executives who run all of their contact centers across the globe in one logical system.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. 4: Executives who run all of their contact centers across the globe in one logical system.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Avaya

MAY 8, 2019

In an environment driven by a continuous improvement philosophy, C3i Solutions began exploring the market for new contact center innovations. At the same time, the company wanted to replace the six disparate voice and contact center solutions collected through a growth strategy that included acquisitions.

Business Process Outsourcing 74

Business Process Outsourcing contact center solutions Contact Center outsourcing 74

CX Global Media

JULY 2, 2018

Sharpen’s really proud of this that looking through 2017 and the first quarter of 2018 that our average Global MOS Score was 4.4. Jim Rembach : So, we know that in a contact center the frontline supervisor is a critical role. A Unique Message and Perspective On A Common Contact Center Solution Click to Tweet.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

Avaya

SEPTEMBER 19, 2018

Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. It seems one cannot pick up a newspaper or magazine in 2018 without seeing a headline related to artificial intelligence (AI).

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Bright Pattern

FEBRUARY 1, 2018

Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market players in its Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18 report.

Multichannel 59

Multichannel Cloud contact contact center solutions Contact Center 59

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. They will give you the flexibility to customize your solution.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Ameyo

MARCH 21, 2018

Ahead of Ameyo’s participation at the 7th Edition of the Big CIO Show held in Mumbai on 14th & 15th March 2018, we had written a blog about the “ Role of IT in Delivering Omnichannel Customer Experience. It is estimated that more than 50% of organizations will redirect spends towards customer experience innovation this year.

Technology 61

Technology contact center solutions Contact Center Customer Experience 61

Noble Systems

APRIL 8, 2020

Once primarily the realm of deployments of 75 agents or fewer, cloud-based solutions are increasingly gaining adoption in environments with up to several thousand agents. According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Waterfield Technologies

OCTOBER 4, 2018

Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – October 4, 2018 –Waterfield Technologies (WTI), a leading enterprise software and professional services organization providing voice and mobile solutions that drive […].

Technology 40

Technology contact center solutions Contact Center Enterprise 40

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. 10 Trends That Will Disrupt Customer Service in 2018. Top Interview Questions for Call Center and Answering Service. Customer Support and Call Center Conferences 2018.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

Cyara

JULY 9, 2019

What are the drivers of migrating contact centers to the cloud?”. Businesses of all sizes want the most reliable, secure and advanced contact center solutions, coupled with ease of configuration/integration, all at the most affordable price point possible. Cloud contact center solutions need to be agile.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

Cisco - Contact Center

JANUARY 21, 2020

million people living in the EU on 1 January 2018 were non-EU citizens*. Cisco has a portfolio of on-premise, hybrid, and cloud contact center solutions. We should even expect the problem to become further challenging because of the increasing immigration of people. million people (4.4 %) of the 512.4

Contact Center 86

Contact Center contact center solutions Cloud contact Call Center 86

Monet Software

DECEMBER 13, 2018

Monet Software’s Cloud Scheduling and Forecasting Solution combines with the Genesys Customer Experience Platform to optimize contact center resources and improve agent and customer experiences. LOS ANGELES – DECEMBER 03, 2018.

Management 48

Management contact center solutions Morale Contact Center 48

Zoom International

JUNE 7, 2018

Delivering Best-In-Class Customer Experiences for Smarter, Next-Gen Cisco Contact Centers. Franklin, Tennessee, June 7, 2018 – ZOOM International and Upstream Works Software Ltd.

Customer Experience 40

Customer Experience contact center solutions Contact Center Call Center 40

Webtext

SEPTEMBER 12, 2018

Norristown, PA & Galway, Ireland, September 12, 2018 – WEBTEXT announced today that its new Oceana 3.5 Messaging Connector is now available to support messaging in Avaya’s newest contact center solution, Oceana 3.5. We’re very proud to be able to offer smart messaging to Oceana customers”, said AJ Cahill, WEBTEXT CEO.

contact center solutions 40

contact center solutions Contact Center 40

Aspect

NOVEMBER 28, 2017

This year’s survey brought in leaders from more than 450 contact centers from around the world. Their feedback provides critical guidance that can help you craft your strategies for success in 2018. Let’s take a closer look to learn at where these industry executives plan to invest in their contact center operations.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Talkdesk

SEPTEMBER 13, 2018

Talkdesk, a leading provider of contact center solutions, has been named a “Hot Vendor” in the Intelligent Contact Center 2018 report by Aragon Research, Inc.

Contact Center 40

Contact Center contact center solutions Enterprise Sales 40

Serenova

APRIL 12, 2019

With more contact center exhibitors, sessions, speakers—and buzz— than ever before, the benefits of the cloud were celebrated, deconstructed and debated. So, for those contact centers that have not yet made the move, as well as for those that have already migrated to cloud technology, the questions is: Why?

Enterprise 40

Enterprise contact center solutions Cloud contact Contact Center 40

Aspect

APRIL 11, 2018

So as we collectively set our clocks forward this Spring, we are reminded that it’s time to slough off the Winter weather and let 2018 kick into high gear. If you want to be ahead of the game when the snow settles after the holiday rush at the end of 2018, you have to get a head start. If you’re not early you’re late.

Contact Center 48

Contact Center contact center solutions Interactive Voice Response Chatbots 48

pindrop

JANUARY 17, 2020

In 2018, the fraudulent call rate came in at 1 in every 685 calls – a higher rate than from years prior. It is clear fraudsters understand how to maneuver around legacy security solutions, and enterprises need to take note.

Enterprise 52

Enterprise contact center solutions call center solutions Banking 52

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). CBCCI offerings have reached functional parity with on-premise solutions, and companies large and small are taking advantage of the market-changing innovation and automation that the cloud-based solutions provide. The number of CBCCI seats in the market grew by 20.1%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Comm100

FEBRUARY 26, 2019

We’re excited to announce that Comm100 was presented with a Bronze Stevie® Award in the “Contact Center Solution – New Version” category in the 13th annual Stevie Awards for Sales & Customer Service on Feb. 22 in Las Vegas, Nevada.

Sales 40

Sales Customer Service Chatbots contact center solutions 40

Enghouse Interactive

JULY 13, 2018

The Enghouse Interactive team will be on hand to showcase our award-winning, omni-channel contact center and customer experience solutions at Microsoft Inspire July 15 – 19 in Las Vegas, NV and we would LOVE to connect with you there! Microsoft Inspire – perhaps you’ve heard of it?

Contact Center 40

Contact Center Technology contact center solutions Customer Experience 40

NICE inContact

DECEMBER 17, 2018

Gartner isn’t the only independent analyst firm to name NICE inContact a leader for cloud contact center solutions. i] Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew Kraus , Steve Blood , Simon Harrison , Daniel O’Connell , 17 October 2018. Download all 3 reports. [i]

Multichannel 48

Multichannel Contact Center contact center solutions Cloud contact 48

Revation Systems

JANUARY 2, 2020

As reported by Accenture , US consumers’ use of wearables jumped from 9% in 2014 to 33% in 2018. At Revation, we see a direct link between our cloud-based multimedia contact center solution, LinkLive, and the benefits wearable technology is providing the industry today. Revation and Wearable Technology.

Technology 62

Technology Healthcare contact center solutions Contact Center 62

Spearline

SEPTEMBER 26, 2019

The cloud-based contact center has taken over all the other previously used technologies. As of 2018 more than 70%+ organizations have moved to a cloud-hosted contact center solution. It is way cheaper and has a lot less downtime than any other resources available currently.

Contact Center 69

Contact Center contact center solutions Education Engineering 69

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

NICE inContact

FEBRUARY 13, 2018

With good cloud-based contact center solutions, implementing agent screen pops have never been easier. If process automation is one of your contact center “to-dos” in 2018, agent screen pops are a very easy and low-budget place to start.

Contact Center 49

Contact Center Average Handle Time Wait times APIs 49

8x8

MARCH 20, 2018

Vik Verma presenting at Enterprise Connect 2018. With that in mind, today we launched a new integrated communications solution we call the X Series Platform. This article was originally published on Linkedin on March 12. Chat, email, phone, slack, text, tweet.

Contact Center 48

Contact Center contact center solutions Enterprise Analytics 48

8x8

MARCH 20, 2018

Vik Verma presenting at Enterprise Connect 2018. With that in mind, today we launched a new integrated communications solution we call the X Series Platform. This article was originally published on Linkedin on March 12. Chat, email, phone, slack, text, tweet.

Contact Center 48

Contact Center contact center solutions Enterprise Analytics 48