NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 48

Contact Center call center software CRM Cloud contact 48

Hodusoft

JUNE 4, 2021

Why do you need a call center for banking. Banks often earmark 15%-20% of their annual budget to meet the requirements for banking operations, a 2019 survey by McKinsey revealed. Surprisingly, only a fraction of the total budgetary spend is on call center operations, despite providing a steady value in meeting customer’s needs.

Call Center 59

Call Center Banking call center solutions Analytics 59

CrazyCall

JANUARY 11, 2019

Let’s start and talk about sales trends in 2019! Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. However, a new generation is emerging that marketers and salespeople should be aware of in 2019. There are few challenges for companies to stay on top of this sales trend in 2019.

Sales 83

Sales Advertising Marketing Chatbots 83

Win the Customer

JANUARY 13, 2016

That number is expected to more than double by 2019. Mobile technology just makes things easier, and that goes for call centers as well. It only stands to reason that your call center software should also be mobile-friendly. Does your call center have an app that customers can use for contact?

Call Center 85

Call Center call center software Technology Sales 85

Fonolo

APRIL 10, 2019

Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. Why is it hard to figure out the spending split between CRM and call center software? Sheila McGee-Smith (@McGeeSmith) March 7, 2019.

CRM 98

CRM Contact Center Call Center Contact center software 98

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Fonolo

MAY 1, 2019

Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009. Just in terms of call center software: Avaya has 3 distinct platforms (IPOffice, Aura, and Oceana) and Mitel has three or four depending on how you count. It should be much simpler.”.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

NICE inContact

SEPTEMBER 5, 2019

It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations. Which contact center software applications are the best suited for AI? But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Babelforce

APRIL 26, 2022

Your call center probably uses a dashboard (or several) to track various performance metrics. What are call center analytics? Most dashboards are integrated into your call center software , allowing for automated reporting and real-time updates. What are call center analytics?

Call Center 52

Call Center Abandon rate Average Handle Time Analytics 52

Dialer 360

JANUARY 18, 2019

Another, call center puts more emphasis on customer contact, CX. In the contact center, having in-depth knowledge about call center jargons, essential for reps’ success. This is surely not best to deem with these call center terminologies. Such as any customer call, have an edge.

Contact Center 20

Contact Center Interactive Voice Response Automatic Callback Call Center 20

JustCall

MARCH 16, 2021

Previously, JustCall ranked 5th in 2019 Deloitte Technology Fast 50. An easily scalable call center software for businesses, JustCall lets you set up your call center in seconds. "We congratulate JustCall on being one of the 50 fastest-growing technology companies in India." .

Interactive Voice Response 69

Interactive Voice Response Biotechnology Analytics call center software 69

Nicereply

DECEMBER 5, 2019

In 2019, as predicted, customer experience has become one of the crucial business strategies for leading brands. In 2019, customer experience has already become one of the crucial business strategies for leading brands. Call center software for the small business.

Customer Experience 90

Customer Experience Transportation Customer centricity Analytics 90

JustCall

MARCH 31, 2021

You can easily log engagements for your calling and texting activities. With the newest intelligent incoming call routing in HubSpot, customers can straight away be connected with the right agents. Call routing has escalated customer satisfaction to a great deal. JustCall Ranks 8th At The Deloitte Tech Fast 50 India 2020 Awards.

call center software 52

call center software APIs Call Center Coaching 52

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. Cisco Introduces Cloud-based Webex Contact Center Portfolio at annual Cisco APJC Contact Centre Symposium. Don’t Let Your Contact Center Fall Into the Complexity Trap.

Contact Center 115

Contact Center contact center solutions Transportation Government 115

ChaseData

NOVEMBER 1, 2019

Every few weeks, it seems there is another major data breach in the news. Journalists love these stories; with so many people trusting major companies with their sensitive information and having so much as stake when this information is compromised, it makes for hot news when these stories break.

Contact Center 40

Contact Center Personalization call center software Call Center 40

Hodusoft

JULY 31, 2019

A call center solution is far better in almost all respects, even cost and ease of use. Richest communication feature set It pays to integrate call center software with the richest features set such as social media integration, IVR, voicemail, fax, email, text and video chat/conference. All these go into your CRM.

call center software 40

call center software Call Center Contact center software Interactive Voice Response 40

Cisco - Contact Center

FEBRUARY 1, 2021

Omar Tawakol is the VP/GM of the Cisco Contact Center business unit. Prior to this role, Omar was the co-founder and CEO of Voicea, a voice-based AI assistant platform, which he led until its acquisition by Cisco in August 2019.

Contact Center 124

Contact Center Transportation Customer Experience Wireless 124

Hodusoft

MARCH 18, 2019

Being one of the leading business communication software providers, the company offers communication software which is robust, flexible, advanced yet affordable. Recently, HoduSoft announced their participation in the Call & Contact Centre Expo , which is going to held in Excel London, from 27 – 28 March 2019.

voip 40

voip Contact center software Healthcare Contact Center 40

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Digital transformation isn’t new – we’ve been moving towards digital engagement and seeing a reduction in phone calls for years.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Callminer

OCTOBER 22, 2019

For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that choice becomes even more difficult. In this case, routing calls to the right agents will be an important component.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Cisco - Contact Center

JANUARY 27, 2020

Cisco Introducing Cloud-based Webex Contact Center Portfolio at annual Cisco APJC Contact Centre Symposium. Delivering Magical Customer Experiences at Cisco Contact Center Summit 2019 and Beyond. Why you need guardrails for your contact center.

Contact Center 96

Contact Center contact center solutions Enterprise Cloud contact 96

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. And, a slim 12% of customers felt like brands actually took action to improve their CX.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. And, a slim 12% of customers felt like brands actually took action to improve their CX.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

NICE inContact

SEPTEMBER 18, 2019

To some, AI in the Contact Center , conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. Why AI in the Contact Center. Planning for AI in the Contact Center.

Contact Center 54

Contact Center call center software Call Center Customer Experience 54

aircall

JUNE 28, 2022

What got us excited as product mock-ups matured is that there was a “perfect storm” opportunity: Existing phone system offerings were old, commodity hardware–oriented, and if you wanted an international system, productivity, and collaboration, you had to go for complex call center software that needed months of implementation.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Hodusoft

NOVEMBER 13, 2019

We can expect it to gain even more ground as call centers based around WebRTC become more popular. With WebRTC and cloud-hosted contact center solutions, you can simply use your smartphones and you need not even have a regular office to start with. It gains more ground in 2010, especially in helping with big data analysis.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

NICE inContact

NOVEMBER 15, 2019

To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. Some retailers choose to upgrade technology, moving their call center software to the cloud. But the 2019 holiday season is shaping up to be one for the record books.

Contact Center 54

Contact Center Interactive Voice Response Self service call center software 54

aircall

MAY 10, 2021

To access this data, you need to have the right digital tools at work in your call center. When you understand the digital tools landscape, including a cloud phone system and software integrations, you’ll be able to create a best-in-class customer experience that aids in retention and encourages brand advocacy.

Customer Experience 71

Customer Experience CRM call center software Surveys 71

Cisco - Contact Center

NOVEMBER 17, 2020

By July 2020, contact center usage in banking across the US was up by about 6% and mobile usage was up by about 8%, compared to December 2019. This will undoubtedly lead to more traffic to your call center.

Customer Experience 94

Customer Experience Contact Center Government contact center solutions 94

Aspect

OCTOBER 3, 2018

As we head into the last quarter of 2018 and start to look at 2019 priorities, cloud-based customer engagement platforms must be a serious consideration for any customer service department looking to provide better experiences and keep pace with mobile, tech-savvy, self-sufficient consumers.

APIs 107

APIs Self service SaaS Enterprise 107