Essentials of Cloud Contact Centers

Noble Systems

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Ultimately, your unique business needs will determine what is included in your cloud contact center system. Advanced analytics.

John Grasso of Windstream on Cloud Contact Center Software

Call Center Coach

Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference. Watch John Grasso of Winstream share insight on Cloud Contact Center Software. Managed versus Hosted Cloud Services.

CXone Cloud Contact Center Software Helps Energy Company Soar

NICE inContact

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform. Learn more about harnessing the power of CXone cloud contact.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG

Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Analytics. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. analytics software provider. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies.

How Next-Gen Cloud Contact Centers Are Revolutionizing CX

Talkdesk

The rise of the cloud has spurred remarkable transformation across nearly every industry. Contact centers, oftentimes considered archaic, slow-moving and inflexible are transitioning to a cloud-based model that enables them to become nimble, scalable and innovative.

New Integration with Google Cloud Contact Center AI

8x8

Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program.

Comparing On-premise and Cloud Contact Center Options

City Communications

When it’s time to upgrade your contact center, you’ll likely consider both on-premise and cloud options. The two approaches to the delivery of contact center technology have different advantages and drawbacks. analytics to help you manage your contact center.

Avoiding the Pitfalls of Cloud Contact Center Implementation

EPIC Connections

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. But with so many variables and configurations involved, identifying your contact center needs can be a tricky process. Analytics and reports.

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings. Unfortunately, call recording wasn’t designed for the purpose of analytics and insight. We are well within the “ Age of the Customer ”.

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

NICE inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. Contact center platforms can import and display the data in an executive dashboard to provide a holistic view of top-level, touch-point KPIs in a single, clean interface.

Contact Center Update: Catching Up With Noble Systems

Noble Systems

Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality that today’s contact centers need. Contact Center Update: Catching Up With Noble Systems.

5 ways speech analytics can plug your customer service intelligence gap

NewVoiceMedia

Speech analytics works by analysing spoken words, variations in pitch, silences and other verbal cues. Speech analytics ensures vital information is never lost. In a busy environment, real-time speech analytics provides the ultimate fail-safe.

Cloud Customer Experience – Why It’s a Good Move

Noble Systems

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. And how can they be sure that the cloud contact center will accomplish what they set out to do? This blog will look at the top advantages of moving customer experience solutions to the cloud. According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018.

Voice of the Customer – More Than Just a Survey

NICE inContact

Contact center managers often tell us, “My contact center. To get a a more accurate picture, you need to get feedback on your average interactions that may be more reflective of your contact center’s norm. Omnichannel Analytics. Quality Management Analytics.

Gain Workforce Optimization Tips from Top Brands

NICE inContact

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team.

SaaS or Managed Contact Center? Soon There Could Be a Better Option

West

So you’ve decided to move your contact center to the cloud. These have long been the two options available when it comes to contact center solutions. The Blog SaaS or Managed Contact Center? Great decision!

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Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. Access this webinar now: Analytics and Optimization – Real Results with Automated Benchmarking.

A Guide to Navigating the Digital Hype

Aspect

Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. Technology adoption is nothing new but doing so in a cloud environment, relatively speaking, is.

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. In just one hour, you’ll gain an in-depth understanding of contact center benchmarks and “the continuous improvement cycle”—a six-step methodology that gets real results so your company can: Compare to competition Pinpoint performance gaps Identify improvement initiatives Enhance enterprise value.

Don’t Let Your Contact Center Fall Into the Complexity Trap

Cisco - Contact Center

Is the same true for contact centers ? Like the medication industry, contact centers offer consumers unlimited choices on how to connect, and numerous ways to choose their destination in the hopes they’ve covered all bases. Contact centers whether cloud or on-premises, have hundreds of routing permutations, matches and strategies to work with. The cloud, data analytics, and artificial intelligence will play a key role in achieving this.

Get Your Contact Center Ready for the Modern Age

NICE inContact

Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan.

End Finger Pointing in the Contact Center Communication Cloud

Call Center Coach

When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. Some contact center tech terms to know.

Gain Quality Customer Feedback and Avoid the Creep

NICE inContact

If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Advantages of the Cloud Contact Center Management Contact Center Trends & Insights Customer Experience

Gain Workforce Optimization Tips from Top Brands

NICE inContact

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.

Why You Should Keep Your Head in the Clouds

Aspect

It’s become obvious that cloud solutions are no longer just an element of the future. Gartner recently forecasted global public-cloud revenue will grow by over 21 percent this year. . The ability to manage multiple contact centers at once in any location.

7 Tips to Manage Customer Expectations

NICE inContact

Contact centers face a constant challenge in managing customer expectations. . Leverage omnichannel analytics tools to understand true customer insights. . Look for indirect feedback through advanced analytics that help identify frustrated customers. Integrate it with advanced QM analytics to see where you need to train your agents the most. . Advantages of the Cloud Contact Center Trends & Insights Customer Experience Omnichannel

Get Your Contact Center Ready for the Modern Age

NICE inContact

Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan. Why go “cloud” or stay with an on-premises system? Should I buy a dedicated contact center solution or a hybrid UCaaS (phone) solution?

The Five-Stage Road to Customer Experience Maturity: Where is Your Organization?

NICE inContact

Most contact centers share a goal of delivering excellent customer service. Improving your contact center is a worthwhile investment, and there’s big opportunity to be claimed for companies willing to make the commitment to develop their customer experience maturity. Leverage predictive analytics, AI, machine learning, natural language processing and similar technologies for proactive resolutions. But how many truly achieve that objective?

Customer Experience is a Two-way Street – You Have to Listen

NICE inContact

Think about not just direct feedback mechanisms like surveys but all the analytics you can use to get more insights on the customer – maybe it is the tone or the language used by the customer in the interaction Maybe it is analytics on buying patterns and choices. Marry operational data from various systems like contact center, ERP and others into a large data set to mine the best insights.

Customer Experience is a Two-way Street – You Have to Listen

NICE inContact

Think about not just direct feedback mechanisms like surveys but all the analytics you can use to get more insights on the customer – maybe it is the tone or the language used by the customer in the interaction Maybe it is analytics on buying patterns and choices. Marry operational data from various systems like contact center, ERP and others into a large data set to mine the best insights.

3 Contact Center Challenges You Can Win With Technology

Jive

As far as industry buzzwords go, none have had a bigger impact than “cloud.”. Whether you’re a small to medium enterprise or a major blue chip corporation, the Cloud has been lauded as the solution to common communication, storage, and productivity challenges.

How Utilities Should Respond to the Mobile Shift

West

Cloud Contact Center Interactive Services Proactive Notifications & Mobility Utilities cs week CS Week Newsline Customer Care customer experience customer service CX IVR J.D. Doug Thompson, Director of Product Development.

WFM in the cloud: Five reasons to make the move

teleopti

Sales of cloud-based Workforce Management (WFM) solutions are on the rise and Olle D?ring, ring, CEO at Teleopti outlines five reasons for contact centers to make the move to cloud without delay. However, some contact centers are still reluctant to adopt a cloud-based approach.

Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

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. Both contact center agents and customers benefit from a great customer service knowledge base. Some contact center service providers have used the terms multi-channel and omnichannel interchangeably. Move to the Cloud.

Winning in the Experience Economy – Working up the CX Maturity Curve

NICE inContact

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. Voice of the customer, analytics and AI-driven technologies are important add-on pieces in addition to core contact center and CRM systems. The most mature ones are open cloud platforms that provide unlimited options to build personalized and customized experiences for every single customer.

How to Build a Call Center Evaluation Scorecard

NICE inContact

That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . Whether your contact center is just establishing a quality program, or you’re a quality management veteran, the evaluation scorecard is key to setting the tone for agent performance. . Tips for building a contact center quality scorecard . I’ve ditched a company due to bad customer service before… have you?

Transform No into Yes by Modernizing Your Call Center Technology

NICE inContact

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. As in, “If only we could personalize our customer experience (CX) more easily” or “What if we could consolidate routing across our entire contact center operation?” With CXone, you’re able to: Personalize customer journeys with embedded analytics & AI.