Cloud Contact Center Solutions Continue Upward Trajectory


Cloud Contact Center Solutions Continue Upward Trajectory. 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. This sector includes vendors that build solutions and those that sell them, although there is overlap between these two groups.

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


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.

Do I Need Better Reports Or An Analytics Dashboard?


This is the perfect time of year to ask, "In a world full of data, are you getting the insight you need to effectively manage your contact center?" Contact Center Solutions

5 Reasons Why Your Contact Center Needs Speech Analytics


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.

Small Call Centers Go Big with Speech Analytics

Call Center Coach

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. Small Call Centers Go Big with Speech Analytics Click to Tweet.

The Customer is Always Right. Right?


Now more than ever, it is critical for contact centers to provide customers with the highest degree of care possible. The emphasis on customer experience, versus basic customer service, has driven businesses to massively expand the role of the contact center.

What is the Role of a Call Center Manager in a Changing Contact Center Landscape?


I’d like to speak to your supervisor: seven words that can make even the most stoic contact center agents start to sweat. Fortunately, a number of innovative contact center solutions have entered the marketplace, empowering agents to curb the frequency of these types of interactions.

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


Enghouse Interactive

In the past, if customers couldn’t stop in at their local branch they would have to contact the call center, navigate the phone tree, and hope they could find the right person to answer their questions without having to be transferred multiple times. LEAD FOLLOW OR GET OUT OF THE WAY.

Give Your Contact Center a Pink Slip


A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.

Cloud-Based ACDs and Dialers Come of Age


Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. DMG just completed our annual research on the CBCCI sector (see the Abstract for our most recent report on this IT segment), and we are impressed and excited about the enhancements and changes to these solutions. These solutions are also HIPPA and GDPR compliant, addressing essential regulatory issues.

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


So you’ve decided to move your contact center to the cloud. But there are a few more choices to make, including which solution is right for you: SaaS or managed services. These have long been the two options available when it comes to contact center solutions.

SaaS 68

8x8 Awarded Seven New Patents Related to Truly Unified Communications


At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. Our goal is to deliver companies the most advanced truly unified communications solutions available so they can run their businesses smarter and faster to deliver a game-changing customer experience.

voip 48

Monet Workforce Management Launches on the Genesys AppFoundry

Monet Software

Monet Software’s Cloud Scheduling and Forecasting Solution combines with the Genesys Customer Experience Platform to optimize contact center resources and improve agent and customer experiences.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities


Even then, the company was recognizing the possibilities of the cloud, consumers’ migration to multichannel experiences and the increasingly critical role of applied analytics. Advantages of the Cloud Customer Experience Multi-channel Contact Center

How to Build a Natively Integrated Call Center in ServiceNow


Tune into an under-the-hood demonstration of how to build a native call center in ServiceNow in this on-demand webcast. Reporting & Analytics.

Transform Savings into Speed—and Satisfaction


Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. It means finding a cloud contact center solution that allows you to lower labor costs while actually accelerating time to resolution and enhancing the customer experience.

Why You Should Keep Your Head in the Clouds


It’s become obvious that cloud solutions are no longer just an element of the future. Security is robust, integration with third-party solutions is seamless and reliability is a given. The ability to manage multiple contact centers at once in any location.

Best Practices for Building a Modern Contact Center


What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. That’s why you are functionally working with the equivalent of stone knives if your call center tech is more than seven years old!

The New Face of Contact Center Is Intelligent, Easy and Instant


For small businesses and companies with teams of informal and non-traditional contact centers – such as sales, collections, marketing, human resources, recruiting and help desks – using complex contact center solutions for customer engagement can be daunting, especially when they lack internal expertise and resources. 8x8 ContactNow – The Intelligent and Easy-to-Use Contact Center Solution for Teams.

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. That most present CC solutions are omnichannel is a pointer to changing trends influenced by customer behavior. Why Twitter integration into call center software?

Overwhelmed by needing to modernize your contact center? Start here.


At some point, every contact center faces the stark reality of needing to modernize. You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting. Relax—help is here: we’ve identified five major challenge areas that every contact center faces and discuss how to navigate each one to determine the right solutions, based on the needs of your contact center.

APIs 43

Five Tips for Improving Contact Center Management


Contact center management is hard. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Hype or Reality? Importance of Customer Service as a Key Differentiator


Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. Make sure the ROI and time to value of your proposed solutions is a part of that discussion.

The 3 Hottest Trends Impacting Outsourced Customer Care


Strategic Partnerships with Contact Centers. “ This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. 5 Procurement Tips for Seeking an Outsourced Contact Center.

Interactive Voice Response – What it is, What it does, Where it’s going


Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known. In the future you may use it’s predictive analytics and machine learning to transform the terabytes of data from every customer interaction into finely-tuned responses relevant to each individual using your IVR.

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 Cloud contact centers can also integrate analytics data from all service channels.

Is Social Media in the Contact Center the New Black?


Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users worldwide in 2018 is 196 billion , up 13 percent from 2017. Ensure that your contact center solution allows for this.

The Age of Truly Unified Cloud Communications


Yesterday we launched 8x8 Virtual Office® Editions , a new suite of products that revolutionize the business communications industry by unifying cloud communications, collaboration, online meetings, and contact center solutions with a best-in-breed data analytics platform. Plus through our data analytics platform, companies can now finally extract the valuable insights from every interaction in real time to reduce time to decision and accelerate time to revenue.

How to Optimize Call Center Agent Scripting


Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Use your analytics and quality monitoring to review script-based interactions. Ideally it should come as part of your contact center solution. That way, your contact center agents, managers and your customers can all benefit from agent scripting.

Transform Customers into Advocates


At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Our NICE inContact CXone cloud customer experience platform is the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI).

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report


DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

DMG Consulting Releases 2018 Knowledge Management Product and Market Report


Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report. DMG Consulting Releases 2018 Knowledge Management Product and Market Report. 5/2/2018.

Your Communications System is Determining Your Future


Take for example what typically happens when you call into a contact center. With that in mind, today we launched a new integrated communications solution we call the X Series Platform. 8x8 News Unified Communications Contact Center Featured

Your Communications System is Determining Your Future


Take for example what typically happens when you call into a contact center. With that in mind, today we launched a new integrated communications solution we call the X Series Platform. 8x8 News Unified Communications Contact Center Featured

Your Communications System is Determining Your Future


Take for example what typically happens when you call into a contact center. With that in mind, today we launched a new integrated communications solution we call the X Series Platform. 8x8 News Unified Communications Contact Center Featured

Chatbot Secret Sauce: Seamless Escalation to a Human


Well-respected global consulting firm McKinsey & Company estimates that 29% of a contact center agent’s job can be done by a robot. Reading so far you may be thinking, “Backing up a chatbot with human agents sounds great, but it would probably be complicated to get working in my contact center.” You may think that you need to embark on a costly upgrade of your phone system and infrastructure to get all of the "modern" contact center features.

5 Things to Consider When Starting a Call Center


There are many reasons why starting a call center makes good business sense. To ease into your search, here are five things to consider when starting a new call center. . Certainly, a phone system is a central component of a new call center. But a phone system designed for office use does not have the specialized functionality needed when starting a call center. Call c enters are more than call centers. Look for solutions which offer omnichannel support.

Transform No into Yes by Modernizing Your Call Center Technology


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.

Modernize Call Center with Contact Center as a Service (Ccaas)

Dialer 360

The contact center as service (CCaaS), a cloud-based consumer experience solution. It allows companies to utilize a call center provider’s software. This is an ideal option for several call centers, offering scalability as operational needs change.