2019 Cloud contact Customer Experience Self service 
Spearline
NOVEMBER 25, 2020
The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone calls account for 66.3%
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. The term “effortless” refers to both the agent and the customer experience. Effortless.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Call Experts
FEBRUARY 12, 2020
Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. In 2019, automatic call distribution sported 23.3% More Blogs Menu.
Vonage
JANUARY 30, 2019
Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Contact centres are a case in point.
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. The term “effortless” refers to both the agent and the customer experience. Effortless.
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.
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.
Expert insights. Personalized for you.
98 
Let's personalize your content