Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Version 20 of our WFM solution makes it even easier to implement a cloud-based WFM system in practically any cloud environment.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Enghouse Interactive

OCTOBER 13, 2020

Enghouse’s experience has shown that by leveraging semantic analysis, and industry-specific linguistics, terminologies, phraseologies and other proprietary algorithms and processing, NLP can better identify what the customer is experiencing and then, it can propose a possible solution from a specific set of options.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. So, what should be done? This includes individual exchanges and discussion groups.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. So, what should be done? This includes individual exchanges and discussion groups.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

Enghouse Interactive

FEBRUARY 9, 2021

With objective data analysis, better decisions can be made on how to best allocate resources, optimize services, or improve ineffective support process. This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. Agent Analytics (28.4% planned, 48.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

SEPTEMBER 30, 2021

The story of this market is explained not by the pandemic but by the digital transformation and migration of contact center solutions to the cloud, both of which were accelerated by COVID-19. Many of the same solutions contributed to this goal, as did gamification and internal chat tools. Changing Buyer Expectations.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

MAY 7, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Marketing Management 48

Playvox

MARCH 12, 2023

There is a strong drive to incorporate AI in contact centers to improve customer service and increase overall efficiency. From helping predict customer behaviors and needs to sentiment analysis , AI has the potential to revolutionize the way support centers operate.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

JustCall

NOVEMBER 25, 2022

JustCall’s unique, in-depth analytics dashboard and various report generation tools can help you assess the effectiveness of your campaigns and representatives. HubSpot automatically incorporates all of this information into its customer relationship management system to keep track of it. PhoneBurner. RingCentral.

Sales 52

Sales voip Real estate CRM 52

Enghouse Interactive

FEBRUARY 18, 2021

There are 3 technologies to consider adding to your customer experience environment: AI-enabled Self-Service, Sentiment Analysis, and Predictive Analytics. Analysis – real-time and historical – provides a detailed understanding of what works, why it works, and how the customer perceives it.

Contact Center 56

Contact Center Analytics Self service Finance 56

Hodusoft

FEBRUARY 14, 2020

Avaya has a large user base and offers the Elite and Aura variants of its contact center software. There is little to dislike about Avaya contact center software Users have uniformly expressed satisfaction about overall performance and ease of use but customer service does not get them brownie points.

call center software 52

call center software Call Center Contact center software voip 52

Enghouse Interactive

OCTOBER 27, 2021

The analysis of the end-to-end Customer Journey t hrough Voice of the Customer (VoC) programs, along with every call, email, text, or web chat, have become important elements in helping your organization properly focus those CX investments. verbatims) within conversations, across all those communication channels.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

OCTOBER 21, 2020

Agents will be presented with increasingly more complex situations which will require more engagement, insight and analysis. Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them. Act on the results. Repeat … frequently.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

JUNE 11, 2021

Traditional Voice of the Customer (VoC) and feedback solutions deliver only a partial picture because they neither capture and aggregate every interaction nor possess the depth of Natural Language Processing (NLP) required to sort through resulting enormous volumes of data designed to extract intent, sentiment, and emotion.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

NobelBiz

AUGUST 3, 2021

The perks of Speech Analytics Because of the evolution of conventional systems and the application of new technologies, customer services can now analyze increasingly huge amounts of data, which has become critical for spotting optimization or transformation opportunities in near real-time.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Enghouse Interactive

JANUARY 13, 2021

Based on Metrigy’s recent industry surveys and the detailed analysis they’ve undertaken, specific technologies have been proven to deliver the benefits leading organizations are looking for: Summary of technologies that optimize CX and drive business success – today and by the end of 2021.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JULY 7, 2021

So the question becomes, how do contact centers increase their ability to listen to, and properly assess agent script adherence, regulatory compliance, conversational tone, and positive customer engagement while showing empathy and respect? . AI-enabled Analysis ?Delivers AI-Enabled Quality Analysis.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

JULY 29, 2021

With the latest technology, recordings are processed in real-time and are time-stamped, codified, and indexed to simplify future analysis or retrieval.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

SEPTEMBER 29, 2020

For these more complex situations, multi-channel conversational AI which leverages Natural Language Processing (NLP), semantic analysis, and industry-specific linguistics, terminologies, phraseologies and other processing, can propose a range of possible solution scenarios to deal with unique or unusual situations and needs.

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

SEPTEMBER 1, 2020

Proper categorization, indexation and cross-referencing of all documentation can help deflect over 60% of customer support inquiries.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JULY 19, 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. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

NICE inContact

NOVEMBER 8, 2019

If you have Salesforce Lighting, your agents can elevate Salesforce digital channels to CXone voice in a single click, reducing friction, empowering faster and more convenient customer experiences, and simplifying customer journey analysis with a unified interaction record. Easier than ever to get started to save development time and money.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10