Contact Center Software for Transportation Industry


We have created a contact center software called HoduCC that allows you to manage large call volume with optimal customer service efficiently and effectively. At HoduSoft, we envisioned to offer premium quality VoIP communication software.

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.

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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.

Contact Center Software Trends for 2020 – Helping Contact Centers Serve Customers Better


So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster.

Integration of Social Media (Facebook, Twitter) Channel in Contact Center Software Enhances All Round Performance


Contact center software solutions evolve to keep in pace with changing tech and customer patterns. Social media is just indispensable and, in response, contact centers may opt for CRM based software with social media integration which separates it from the CC solution.

Contact Center Software That Have Video Chat Supporting System Lead To Customer Satisfaction


It was a great leap forward when call centers migrated from PSTN to VoIP. The next big leap can be said to be video chat for call centers as a way to delivering a better user experience. Therefore, one can see widespread use of omnichannel contact center software.

Choosing the Right Contact Center Software Can Increase Business, Reduce Costs and Improve Efficiency in Call Centers


Call centers operate on extremely competitive terms and have a tough task on their hands. Operations of the contact center depend on the infrastructure in terms of space, the IT setup, communications setup, people and their expertise and, not the least, the software chosen.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. Customer service and contact center software helps solve customer challenges faster by offering the right tools and support, regardless of channel or device (e.g.,

Welcome to the Hybrid World of Contact Center Software

DMG Consulting

Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. Enterprises of all sizes are adopting cloud-based contact center systems and applications.

The Talkdesk Advantage: A Simple Contact Center Software for Our Customers’ Customers


How we measure success with those end callers is through minimizing their customer effort , but since we don’t interact directly with them, our goal is to make contact center software that is easy. Call Center

Time to Talk Seriously about Speech Analytics in the Contact Center


Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Skyrocket Cisco Contact Center Efficiency with Artificial Intelligence

Cisco - Contact Center

Enhancing Call Center Efficiency . The Future of Cisco Contact Centers. In the vast majority of cases the first part, let’s say at least 10%-20% of the time, of a call to a Contact Center, is about data collection, name, the reason for calling, service id, etc.

Tips on Satisfying Customers with First Contact Resolution


For call centers and for businesses it is important to satisfy calling customers and do so on the first call itself. The finest omnichannel contact center software. The easy way out is call center solution with the audio-video conferencing feature.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. And by using software tools, companies can send these surveys out to specific customers based on call type, call queue, call length, customer campaign, and other considerations.

Every Enterprise Should Have Call Center Software


There is no reason to not have call center software in your enterprise particularly when it is available as a hosted, pay as you go option. Setting it up is so easy and affordable Call center solutions incorporate WebRTC that brings absolute freedom in its wake.

Join our Webinar: Cisco and Selligent Deliver a Complete View of Customer Experience

Cisco - Contact Center

An invitation from Vinod Muthukrishnan, Chief Growth Officer for Cisco Contact Center, and Matthew Saskin, Vice President of Customer Experience for Selligent. For others, the contact center is the last point of interaction after automation does its part.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means. Contextual Data, Integrations & Analytics.

A Guide to Navigating the Digital Hype


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.

Join Our Webinar on the Future of Customer Experience: Five Predictions

Cisco - Contact Center

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

3 Reasons Call Center Software Integration Is a Must for All Industry Segments in 2019


A call center solution is far better in almost all respects, even cost and ease of use. Richest communication feature set It pays to integrate call center software with the richest features set such as social media integration, IVR, voicemail, fax, email, text and video chat/conference.

How Call Center Software is Perfect Communication and Collaboration Tool for Manufacturing Industries


Analytics can create awareness about who should provide information and which channels are best. Call center software bridges space and time, connect coherently and helps manufacturing fire on all four cylinders. Technical call center software contact center software

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results.

Innovative Call Centers with Conversation IVR Powered by Artificial Intelligence

Cisco - Contact Center

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. software.

Call Scripts: 6 Golden Rules to Satisfy Your Customers


Speech and text analytics may provide additional insights, and agents may also offer their own feedback. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Advantages of Using Call Centre Software in E-commerce Industries


Ecommerce sites can do much better if they simply opt for better communication software that assures customer delight. Something as simple as contact center software can create better engagement opportunities. What does contact center software have?

Using Big Data to Create Exceptional Customer Experiences


Speech and text analytics. Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. Web analytics. Web analytics can be used to understand customer behavior on numerous channels.

6 Tips for an Excellent Live Chat Experience


In addition, be sure to respond promptly to customers if they contact you first—never make them lose time! For example, he may quickly recap the procedure the company will follow and provide additional information such as a case number and phone number for further contact.

Call Center Software Trends To Watch In 2019


Call centers must be upping their game on an ongoing basis just to keep up with trends and satisfy ever rising customer expectations. Call center agents will be able to do more and yet feel less stress. Voice analytics will assume more importance.

How to Satisfy Customers with First Contact Resolution


However, first contact resolution, or FCR, requires more than just friendly agents. To assist a customer thoroughly without losing a human touch requires a combination of agent training, a robust omnichannel solution, and an efficient contact center protocol.

5 Ways to Optimize Live Chat


Be sure to use analytical tools to determine the most popular webpages on your brand website that may benefit from live chat. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Live chat has long been an ideal channel for offering proactive customer service.

Top 5 Trends for Enterprise Customer Service and Call Centers in 2018


We saw plenty of changes in call center work culture, training and customer experience landscape in 2017. Features like predictive dialers, smart analytics, real-time reports and vital integrations benefits were in vogue. The contact center is winding up a remarkable dilemma.

6 Key Trends Shaping Social Customer Service


Analytics may also be used to measure average agent response times on individual channels, allowing your company to determine if faster response times are necessary. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Unstructured Data: Where the Voice of the Customer Lives


Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations. Using tools such as natural language processing and speech and text analytics , you can learn how customers actually feel about your brand. Hopefully, your company already reviews call transcripts during training sessions with contact center agents.

Hold the Phone—You’re Spending How Much Time on Hold?


Not quite, according to new findings from Market Watch and mobile advertising analytics firm Marchex. But this is an important lesson for contact center leaders nonetheless. Contact Center Software English/US contact center contact center solutions hold time on hold waiting tim

7 Trends Shaping the Customer Experience in 2019


Predictive analytics. Predictive analytics can determine, for example, the most frequent reasons for customer contact. In addition, AI integrated with predictive analytics can optimize the customer experience by using purchase and browsing history for product recommendations. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

6 Benefits of Identifying Recurring Customer Issues


Analytics enable brands to learn key information about customers. From understanding buying habits to identifying the most popular channels for service, analytics provide important insights for improving the overall customer experience. Within the contact center, data collection plays the vital role of capturing all feedback regarding customer service interactions—including the key reasons why customers are making contact in the first place.