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. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In the wake of the COVID-19 pandemic, many technologies and global trends have come to a head, including two right in Lifesize’s wheelhouse. 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

Cisco - Contact Center

DECEMBER 17, 2020

And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be. We’re excited to announce last week’s launch at WebexOne of the all-new Cisco Webex® Contact Center – a truly next generation cloud contact center.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now. This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. Additional Resources: .

Coaching 88

Coaching Contact Center Morale Analytics 88

Aspect

JULY 15, 2020

A more solid solution in this time of uncertainty is to create a contact center working environment that is agile enough to adapt quickly to changing conditions and not miss a beat. Contact center employe r s need to have the technology tools to make employees fully mobile. Many others, especially in AQM .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Cloud contact centre adoption rates will continue to grow.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

JustCall

DECEMBER 12, 2022

Multi-channel platform 24×7 Support CRM Integration with all CRM systems Speech analytics Live call monitoring/whispering and barging Call distributed equally between agents Single solution for handling large call volumes. The cost of this dialer for call center technology is highly affordable. Knowlarity Auto Dialer Pricing.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In the wake of the COVID-19 pandemic, many technologies and global trends have come to a head, including two right in Lifesize’s wheelhouse. 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

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. It has a speedy implementation time and it provides an entire gamut of services under one platform.

Contact center software 40

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

8x8

OCTOBER 25, 2017

If you took the time to dig into legacy contact center technology (yeah right, who does this?), Fortunately, people like me actually do geek out about contact center technology, evolution and trends. Contact centers must constantly inspect their self-service menus to ensure they remain relevant. But where to start?

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Vonage

JANUARY 30, 2019

We are now beyond the bot conversation stage and are starting to appreciate that AI technologies such as Natural Language Understanding and Machine Learning will turbo boost everything from routing to recruitment. Technology-Enabled Innovation. DevOps is all the rage within technology tribes. Contact centres are a case in point.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

NobelBiz

AUGUST 3, 2021

In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. However, the larger the contact centers, the less management appears to support this strategy which is a mistake. Technology: Do you have the edge?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

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. So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology?

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

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? Back To CX Accelerator Blog.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

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? Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

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.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Dialer 360

OCTOBER 12, 2018

Model of CCaaS also provides business to purchase only technology that they need. Providing the flexibility to pay for only technology need, investment of low cost. The cloud-based contact enter simplifies technology to meet business objectives quickly. Contact enter is essential to your business.

Call Center 20

Call Center Contact Center Cloud contact Abandon Call 20

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. What Is Cloud Contact Center As A Service? Call center, is essentially offering company and technology. Reporting And Analytics To Improve The CX.

Contact Center 23

Contact Center Call Center call center solutions Interactive Voice Response 23

NICE inContact

JUNE 21, 2016

DON’T: Think of technology as a panacea. Having the best quality monitoring technology can certainly help improve quality in your contact center. Technology is a tool, and is most effective when utilized by a team of trained quality analysts at the helm. DO: Aggregate, track, and share results.

Calibration 50

Calibration Coaching Contact Center Quality management 50

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

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

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. Let’s say you’re running a legacy contact center platform.

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. Let’s say you’re running a legacy contact center platform.

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

Talkdesk

MAY 6, 2020

But business agility and innovation to compete and win on customer experience are severely hindered by the typical contact center technology stack today. The Frankenstein World of Contact Center Technology The typical contact center is an amalgamation of disparate and mostly siloed technologies.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

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?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

NobelBiz

APRIL 5, 2022

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. However, managing a contact center doesn’t come without its challenges and risks. And here are the 10 biggest call center factors risks.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Playvox

MAY 4, 2023

Multichannel contact centers offer service in many digital channels, but those channels are siloed. Omnichannel cloud contact centers are known for speedy setup and low operating costs. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

NobelBiz

FEBRUARY 22, 2023

However, it is not a walk in the park to integrate remote work in contact centers. What does this entail in terms of practice, technology, and organizational structure? What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

However, it is not a walk in the park to integrate remote work in contact centers. What does this entail in terms of practice, technology, and organizational structure? What steps should you take to ensure that teleworking does not have a detrimental influence on the efficiency, quality, and performance of your Contact Center?

Contact Center 52

Contact Center Gamification contact center solutions Coaching 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

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). Here are three ways to get started: 1.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

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. That’s where co-opetition comes to the fore.

CRM 59

CRM Analytics Multichannel Telecommunications 59

NobelBiz

MARCH 23, 2022

And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. You are aware that technology will be critical in 2022 and beyond for the industry. And that without a good review of your contact center technology, your company will not be able to grow.

contact center solutions 52

contact center solutions Contact Center voip call center software 52