Talkdesk

JANUARY 22, 2019

2019 has brought news that Talkdesk is a finalist in the 2019 Stevie® Awards for Sales & Customer Service in the Innovation in Customer Service – Computer Industries category. Talkdesk is quickly garnering attention from customers and industry leaders as the enterprise cloud contact center.

Sales 51

Sales Customer Service Cloud contact Self service 51

Serenova

APRIL 26, 2019

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. Cloud contact centers that rely on market-leading cloud infrastructures like Amazon Web Services (AWS) help ensure your contact center is available when your customers need it—often 24/7.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

Serenova

APRIL 12, 2019

If you were among the 6,500+ people who attended Enterprise Connect 2019, or have been reading about its insights, developments and announcements, you know there was much to digest from this year’s action- and information-packed week in Orlando. What do you consider the greatest benefit to moving to the cloud?

Enterprise 40

Enterprise contact center solutions Cloud contact Contact Center 40

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience. Move to the Cloud.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

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

NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe report here.

Contact Center 48

Contact Center Cloud contact Self service CRM 48

Callminer

DECEMBER 17, 2019

Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” ” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Cyara

JULY 9, 2019

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 centers, particularly Amazon Connect, provide businesses with a service that incorporates and embraces all of these characteristics.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

NUSO

JANUARY 15, 2020

It’s hard to believe, but we’re quickly approaching the last weeks of 2019. MSPs looking to grow in 2020 and beyond should consider providing communication tools like SIP Trunking, UCaaS, and Cloud Contact Center to increase monthly recurring revenues.

Cloud contact 87

Cloud contact Contact Center 87

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

VocalCom

JANUARY 28, 2019

Here are seven major trends shaping the customer experience in 2019. AI has been transforming the customer experience landscape for some time now, and it won’t be slowing down in 2019. 2019 promises to be a year of technological innovations balanced with a need for humanized and personalized customer experiences.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Serenova

MARCH 7, 2019

In my last post, I shared 10 Reasons to Attend 2019 Enterprise Connect. For anyone I haven’t yet convinced, here are a few more reasons to attend one of the biggest—and most important— contact center events of the year. But I’m guessing there are more than a few of you out there who may still be on the fence about it.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

NICE inContact

JULY 9, 2019

Every year, NICE inContact experts, customers and partners gather for the company’s much-anticipated Interactions user conference to explore and exchange the latest in cloud contact center ideas, trends and technology. Some of the most exciting and useful information presented comes from NICE inContact users themselves. .

Best practices 59

Best practices Cloud contact Contact Center Technology 59

Cisco - Contact Center

NOVEMBER 24, 2020

He’s the VP and General Manager of Cisco’s Contact Center Business Unit. Omar has built several cloud-based businesses and joined us from the Voicea acquisition in 2019. How that journey motivated him to start CloudCherry, acquired by Cisco in 2019, is a thing of legend. Cisco Cloud Contact Center Solutions webpage.

Contact Center 113

Contact Center Technology contact center solutions Cloud contact 113

NICE inContact

JANUARY 7, 2019

If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The Forrester Wave : Cloud Contact Centers, Q3 2018 at the top of your reading list. Plan for 2019 trends.

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

Talkdesk

JANUARY 22, 2020

To celebrate the end of a productive 2019, which saw the introduction of Talkdesk Workforce Management™ , Agent Assist™ , Hybrid Spaces™ and Boost™ , and the start of a new decade, Talkdesk announced the completion of more than 200 U.S. patent applications in 100 days. That’s like raising a castle and moat overnight. Want to know more?

Cloud contact 57

Cloud contact Enterprise Contact Center contact center solutions 57

Talkdesk

APRIL 28, 2020

The airline operates more than 2,500 weekly flights and had 16 million passengers in 2019. Grounded with an inflexible and unreliable on-premises system, TAP Air Portugal sought a scalable cloud solution it could depend on to provide an outstanding customer experience.

Customer Support 64

Customer Support Airlines Cloud contact contact center solutions 64

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Flexible Cloud, Premises, and Hybrid Deployment Options. Aragon’s analysis evaluated key areas such as product strategy, performance and execution, and global reach.

Contact Center 127

Contact Center Enterprise contact center solutions Cloud contact 127

NICE inContact

SEPTEMBER 25, 2019

We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. There are many benefits.

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. out of five) in the Gartner Peer Insights Contact Center as a Service, North America market.

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

NICE inContact

AUGUST 13, 2019

How do cloud contact centers meet these digital-forward needs? Here’s what you can expect as cloud contact centers innovate and evolve: Offer exceptional service in the digital channels your customers expect including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat.

Customer Service 54

Customer Service Cloud contact Contact Center Enterprise 54

TechSee

AUGUST 14, 2023

In 2019, Jon was named a “Top 50 Unified Comms Influencer”, and a “Top 30 Contact Center Influencer” Jon is frequently cited in the media, speaks regularly at industry events, and is an active member of the SCTC. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Contact Center 84

Contact Center contact center solutions Enterprise Cloud contact 84

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 5: Get the Right Technology for the Job.

Contact Center 61

Contact Center Average Handle Time First call resolution Finance 61

NICE inContact

MAY 8, 2019

What’s the Industry-Leading Contact Centre Solution? How can contact centres make sure they get CX right? The industry-leading cloud contact centre solution is a great start. Reserve a personal 1:1 CXone demo now for the 22-23 May Gartner CX & Technologies Summit 2019, London, UK.

Advertising 63

Advertising Cloud contact Customer centricity Customer retention 63

CSM Magazine

FEBRUARY 25, 2020

Artificial intelligence (AI) is proven to be a clear success factor when it comes to customer experience (CX) and is an important ingredient in the mix of contact channels. In the summer of 2017, If switched to a cloud contact center in the Nordics with the help of Puzzel.

Virtual Agent 59

Virtual Agent contact center solutions Contact Center Cloud contact 59

Enghouse Interactive

JULY 5, 2019

Webinar Date: Thursday, July 11 th 2019 @ 11:30 am (Eastern). When considering moving your contact center to the cloud, there are many questions that come into mind.

Virtual Agent 40

Virtual Agent Contact Center Cloud contact Management 40

Transparent BPO

JUNE 19, 2019

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. This leading-edge capability and the key informational and performance advantages it brings, will become an integral component of, not only cloud contact centers, but all communications capabilities and business processes. Contact us to go through the analysis.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution. What Is an Omnichannel Call Center? Integrate Tools.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

SharpenCX

JANUARY 6, 2021

And in 2020, some 27% of companies reported improvements in the quality of their customer service, up from only 14% in 2019. Now, leaders like you are certainly looking ahead, making strategic decisions about what’s next as cloud migration accelerates. And our resilience grew. What’s more?

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Fonolo

MAY 22, 2019

In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Ventana’s Value Index for Cloud Contact Centers (2018). CCW’s Future of the Call Center (2019). Who wrote it: Ventana Research. Where to get it: Here. Where to get it: Here.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Fonolo

NOVEMBER 17, 2020

It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020. Contact Center Trends 2019. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. 2) The Cloud Will Reign Supreme. Storyline: Gamification.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

APRIL 10, 2019

Sheila McGee-Smith (@McGeeSmith) March 7, 2019. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. Our competitors have not all come to the same conclusion because they have more to lose.

CRM 98

CRM Contact Center Call Center Contact center software 98

Altivon

JUNE 13, 2020

Here is a look at how US contact centers are responding to the unique demands of the current climate. Remote Work Before COVID-19: Survey Results From 2019. Before the coronavirus outbreak, fewer than half of US contact centers allowed agents to work from home. Insight #3: The number of remote agents has risen dramatically.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52