DMG Consulting

OCTOBER 13, 2021

DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2021–2022 Cloud-Based Contact Center Infrastructure Product and Market Report. When: Today, 13 October 2021. Where: Available at the DMG Consulting online store. Background: .

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

DECEMBER 10, 2018

The “platform as a service” paradigm, which essentially leverages application programming interfaces (APIs) to build out functional capabilities, makes it easier to build your own solution (BYOS). It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

DMG Consulting

MAY 6, 2022

For this reason, many enterprises want an all-in-one CCaaS solution that comes with the WFO/WEM modules they need (advanced recording, quality management, workforce management, interaction analytics, surveying, etc.) But there are also many enterprises that want to build their own cloud-based contact center environments.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Vonage

JANUARY 30, 2019

Open standards, cloud functionality, programmable micro services and APIs, combined with AI smarts, now offer the budding Lego builder entirely new possibilities. Aligning Quality Management With Customer Experience. In this context, the quality and cx agendas start to align. It’s the outside-in view that counts.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

JULY 10, 2018

By selecting Enghouse Interactive Communications Center (CC) and Quality Management Suite (QMS), Partner Colorado Credit Union found a solution that was intuitive, highly functional, reliable and that provided visibility into each touchpoint of the member experience. Use journey analytics to drive better experiences.

Self service 40

Self service CRM Contact Center Analytics 40

Enghouse Interactive

OCTOBER 21, 2020

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. Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

CSM Magazine

APRIL 12, 2023

With the AppFoundry, Genesys makes it easy for customers who are looking for an enterprise-grade solution like Calabrio ONE to select the best solution for their business starting with a connector for the full Calabrio ONE suite, or separately by product: Calabrio Workforce Management , Calabrio Quality Management and Calabrio Analytics.

APIs 52

APIs Analytics Coaching Morale 52

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. The segmentation of tools leads to silos.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. The segmentation of tools leads to silos.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance. 8×8 Overview 8×8 is a SaaS-based phone, video, chat, and contact center platform for businesses.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Hodusoft

NOVEMBER 29, 2022

It has a speedy implementation time and it provides an entire gamut of services under one platform. The basic annual subscription plan is reasonable, which costs $49 per agent per month. Exceptionally fast integration. Excellent uptime. Cons : Some reports of technical issues. Unavailability of pricing plans.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Calabrio

MARCH 2, 2020

Businesses can design and iterate on new customer and agent experiences using the creativity of developers, API-based programmability and scale globally using built-in connectivity. Another example is how Twilio Flex and Calabrio ONE work together to improve quality management.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Leading Technologies for Workforce Management in Call Centers. An efficient workforce management approach combines demand generation, skills repository, talent acquisition, allocation, learning and analytics to deliver robust talent connect. Artificial Intelligence. AI algorithms are challenging human intelligence.

call center workforce 54

call center workforce Call Center Technology Management 54

Hodusoft

FEBRUARY 14, 2020

Users have expressed satisfaction with Genesys product performance and services that help them to integrate the system into their infrastructure with API, activity dashboard and CRM integration. It does offer open API to help users customize systems. The company offers phone and online support.

call center software 52

call center software Call Center Contact center software voip 52

Enghouse Interactive

SEPTEMBER 3, 2021

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contact center solutions 42

contact center solutions Self service Quality management APIs 42

Enghouse Interactive

SEPTEMBER 3, 2021

Single-Sourced. Always Available. Unified Communications. Contact Center Solutions. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Because your organization needs to. And now, because you can.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66