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.

Looking for a New Contact Center Solution? Consider a Visionary


Finding the right contact center solution for your company can feel overwhelming with so many competitive offerings in the industry. For many companies starting to evaluate new CCaaS solutions, leaders are the first place they look to create a shortlist of options.

PGA TOUR Superstore Selects 3CLogic Contact Center Solution to Help Drive Customer-Centricity


The Challenge The nationwide retailer needed a contact center solution that could sufficiently help its frontline communications team provide the same level of efficiency and responsiveness as the in-store experience. 3CLogic ServiceNow Solution Overview.

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.

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.


Enghouse Interactive

From improving the customer journey, to building a seamless integration of channels and using data analytics to know more about each member, the financial impact on credit unions is determined by specific actions taken to prepare or react to industry trends.

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.

Conversation Analytics Solution at Genesys CX18

Call Journey

Leading conversation analytics provider demonstrated how to effectively mine insights, emotion, and sentiment from every call to supercharge business performance. The solution can also integrate with PureEngage and will shortly roll out to PureConnect.

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.

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.

Talkdesk Leads with Highest Rating on Salesforce AppExchange for CCaaS Solutions


At Talkdesk, we recognize that your contact center solution needs to have a deep integration with Salesforce to help maximize the efficiency of your team. SICOM’s prior contact center solution lacked basic enterprise features, such as IVR and advanced reporting, which hindered their agents’ ability to quickly and effectively serve customers. Salesforce is an invaluable part of the business infrastructure of many companies.

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.

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See an omni-channel contact center in action


The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly. And when the conversation moves to a new channel or requires an appropriately skilled rep, these solutions pass on all the relevant data and history, so customers don’t need to repeat what they’ve already shared.

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. Genesys and Microsoft Working Together: The event will feature Genesys leaders in key industry discussions on topics that include contact center technology trends and managing customer journeys, as well as how Genesys and Microsoft are working together to enable collaboration between contact center agents and employees across the enterprise.

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.

SICOM Serves 30,000 Restaurants More Effectively with Talkdesk and Salesforce


In 2018, SICOM wanted to improve their operations as they realized their existing contact center solutions had many limitations, including not having easy access to call recordings and a homegrown ticketing system they had outgrown. Michael Coster, Manager of CRM and Data Analytics at SICOM, started investigating options with his top objective being he wanted to find a solution that integrated with their Salesforce CRM. Call Center Customer Win

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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

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.

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Avaya at GITEX 2017: See What You Can Make with the Latest Technology


Avaya will be at Stand Z-C20 in Za’abeel Hall, Dubai World Trade Center, October 8-12. We show solutions that reflect conversations with our industry-leading customers and our understanding of the pain points they experience in their businesses.

Talkdesk Announces AppConnect: The First Enterprise App Store


San Francisco, CA — Talkdesk , the leader in cloud-based contact center solutions, today announced AppConnect, the first enterprise app store. When the company was founded, Talkdesk offered the first 100% web-based contact center solution.

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.

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.

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.

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!

What the Best Tips to Make Call Center Successful?

Dialer 360

Whenever you plan to start any business, especially call center business, you have to learn so many things regarding business. There must be some strategies and essential factor to start your call center. No doubt call center successes and productivity all depend on agents’ performance.

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.

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.

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report


DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure 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. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. The vast majority of sales were to existing contact centers that were being migrated to the cloud.

Importance of Scalability in the Contact Center


To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain. There are unpredictable spikes in the contact center that causes longer holder times which can result in negative customer service experiences. Our software was designed to be a highly reliable and scalable contact center solution.

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?

Advantages of Using Call Centre Software in E-commerce Industries


Something as simple as contact center software can create better engagement opportunities. What does contact center software have? Of more interest is skill based mapping tied to IVR in the contact center software.

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.

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. One reason why is that a cloud contact center offers scalability so that capacity can be easily increased as demands change.

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.

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.

Keeping Up with “NORAD Tracks Santa”—Could Your Contact Center Do This?


It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center solutions handle millions of customer calls, web chats, and texts around the world. Big data analytics.