Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. For contact centers, this means a next generation of high-definition customer experiences that will differentiate the most successful global brands.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Serenova

NOVEMBER 19, 2019

By combining Serenova’s CCaaS with intelligent, native WFM, we will offer a new and innovative way for contact centers to ensure the right staffing, at the right time, for optimal cost efficiencies and customer experience. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Customer-first Support. Advanced Reporting & Analytics. Our Performance Management tool offers visibility into KPIs that can positively impact the customer experience.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

NICE inContact

JULY 12, 2016

It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. It will be flexible, adaptable, scalable and efficient.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

8x8

OCTOBER 25, 2017

The result is an inadequate toolset for customer service agents and poor training. Both of which delay and damage customer outcomes. The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Serenova

JANUARY 7, 2020

Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Vonage

JANUARY 30, 2019

Regardless of how this is technically enabled, having the vision and insistence on achieving effective integration that supports low effort, personalised customer outcomes increasingly matters. In particular, making sure that customer context and intent follow wherever the conversation goes. Contact centres are a case in point.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

JANUARY 13, 2021

Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2% say video is vital for managing remote employees. Successful companies more likely to use cloud services and are more successful when they do.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

JANUARY 28, 2019

For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so. Tips for building a contact center quality scorecard . Make it fair. Keep it simple and easy to digest.

Call Center 54

Call Center Contact Center Quality management Analytics 54

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

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

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Talkdesk

FEBRUARY 16, 2021

And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. You continue to lean on legacy on-premises contact center platforms. Graphs courtesy of Metrigy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

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

JULY 10, 2018

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. Firstly, it’s important to have the right software cloud software in place.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

NICE inContact

JUNE 21, 2016

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. DO: Aggregate, track, and share results.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Digital-first customer experiences — when and how customers want.

Customer Experience 131

Customer Experience Contact Center APIs Analytics 131

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Now, data disparity is always a problem for contact centers.

Quality management 105

Quality management Contact Center Cloud contact Analytics 105

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Now, data disparity is always a problem for contact centers.

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? Loyalty is now a digital experience.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. A unified customer experience.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Serenova

JULY 21, 2020

In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? But I digress, let’s talk about the real stars of our show — the customers.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

NICE inContact

AUGUST 28, 2019

However, the reality is that, just like a song isn’t one note, you need more than one way to capture all of the tones in your customers’ voice. Customer Surveys. Customer surveys are invaluable, as “hearing it straight from the source” not only provides unique insights, but also makes customers feel heard, engaged, and appreciated.

Surveys 55

Surveys Coaching Contact Center Analytics 55

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. How can the AHT be reduced without affecting quality?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Serenova

JULY 21, 2020

In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

Calabrio

MARCH 2, 2020

Customer service leaders and development teams can collaborate to introduce new capabilities, for instance, custom communication workflows and user interfaces, adding new communications channels, and integrating existing technologies at their own pace. Find out more about Calabrio and Twilio Flex. 1 SDMR International.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

CSM Magazine

APRIL 28, 2021

Contact Centre as-a-Service (CCaaS) players might have the specialist cloud contact centre expertise and Unified Communications (UCaaS) players additionally offer voice functionality, but both lack the CRM capabilities necessary to fully understand the customer. About the Author. About Calabrio.

CRM 59

CRM Analytics Multichannel Telecommunications 59

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM).

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. The platform is also a bit complex compared to other platforms.

Contact center software 40

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

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Autodialer – A remote phone automatically makes calls using an unloaded contact list and connects to a human agent only when the call is received. Its biggest USP is the unified staff and workflow management tool.

voip 52

voip Interactive Voice Response APIs Contact Center 52

NobelBiz

MARCH 23, 2022

How do you plan to measure the customer service process? What analytics do you offer? Get to know your contact center agents, managers, supervisors and implementation teams’ needs You don’t want to sign up for a contact center solution simply because of the claim it will improve your contact center KPIs.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Dialer 360

OCTOBER 12, 2018

Whereas, significantly reduced while capabilities to serve the best customer expanded. Customer experience platform is CCaaS helps you to deliver the exceptional customer to maximize business outcomes. The cloud-based contact enter simplifies technology to meet business objectives quickly. What Is Ccaas?

Call Center 20

Call Center Contact Center Cloud contact Abandon Call 20

Enghouse Interactive

JULY 27, 2020

You’ll see how Microsoft Teams has been effectively added to the Enghouse Cloud Contact Center Customer Experience (CX) Portfolio, to ensure that callers are efficiently responded to, and their needs quickly addressed.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Dialer 360

MAY 3, 2019

As well as CTI, email, text and media channels and quality management. Usually, all these all deliver from the virtual cloud from one responsible. Thus, to maintenance and upgrades such as provider, not even customer. A customer operates the system and makes them available. Better Customer Experiences.

Contact Center 23

Contact Center Call Center call center solutions Interactive Voice Response 23