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.

4 Steps to Take Before Jumping into Your Next Contact Center Solution

Aria Solutions

Throughout our 22 years of experience, Aria’s developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact center challenges and shared how four organizations overcame them. CX analytics.

CallCabinet Partners with Call Journey for Groundbreaking SaaS Contact Center Solution

Call Journey

BOCA RATON, FL (June 10, 2019) – CallCabinet, a leader in cloud-based call recording, quality assurance, and AI analytics has further elevated its carrier and enterprise solutions through its partnership with Call Journey, a leading pioneer in conversation analytics.

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.

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

NICE inContact

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.

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.

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.

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

Call Journey presents disruptive innovations in AI and analytics at the Genesys G-Summit Melbourne

Call Journey

From back-to-back conferences and events in the United States, Call Journey, the innovator in Conversation Analytics, heads back home to Australia to attend the Genesys G-Summit which will be held at the Grand Hyatt Melbourne on July 30-31, 2019.

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.

Summary of Key Findings

Enghouse Interactive

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.) Drivers and Trends The ability to add digital channels, such as chat/SMS, is significantly easier with a cloud solution. Contact us to go through the analysis.

Give Your Contact Center a Pink Slip

NICE inContact

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.

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.


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.

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

QPC & Call Journey partner up to transform contact centers with AI-Powered Conversation Analytics

Call Journey

Call Journey, a pioneer of Conversation Analytics, has partnered up with QPC, a leading innovator of contact center solutions. QPC’s twenty-year experience of being at the forefront of contact center innovations and Call Journey’s market-leading conversation analytics technology will enable organizations to transform agent-customer interactions, drive customer satisfaction, and strengthen risk and compliance frameworks. “We


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.

Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. According to research by Contact Babel, medium sized contact centers have an average turnover rate of 37%. Speech analytics.

Three Pillars of AI for Contact Centers


Three Pillars of AI for Contact Centers. This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics. Additionally, the solution must either come with or enable direct access to a large repository (or multiple sources) of the data that is needed to make the solution smart. Real-Time Analytics.

Via Transportation Selects Talkdesk to Support fast-growing customer service operations


As the leading provider and developer of on-demand shared ride technology, Via experienced significant growth and needed a flexible contact center solution to support its customer service operations. Call Center

Don’t Let Your Contact Center Fall Into the Complexity Trap

Cisco - Contact Center

Is the same true for contact centers ? Like the medication industry, contact centers offer consumers unlimited choices on how to connect, and numerous ways to choose their destination in the hopes they’ve covered all bases. Contact centers whether cloud or on-premises, have hundreds of routing permutations, matches and strategies to work with. The cloud, data analytics, and artificial intelligence will play a key role in achieving this.

Bringing Reality to the Cognitive Contact Center

Cisco - Contact Center

Artificial Intelligence, Cloud Analytics, and Collaboration Create Cognitive Experiences in the Contact Center. Every interaction between your contact center agents and your customers is a reflection of your brand – positive, negative, or neutral. Three weeks ago I shared my view on the myths surrounding artificial intelligence’s role in the contact center. The post Bringing Reality to the Cognitive Contact Center appeared first on Cisco Blog.

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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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.

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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#XPR19, the customer event of the year, concludes as a success

Call Journey

Conversation Analytics is a serious business, especially considering how it can improve business process and performance. This year’s customer event of the year, Xperience 19, successfully concluded at the Gaylord Resorts and Convention Center in Denver, Colorado.

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.

Back to School: Will Your Customer Experience Make the Grade?


For most contact centers, back-to-school signals the starting line for ensuring you’re prepared to flexibly scale for seasonal business demands, including the expected—and unexpected—spikes in traffic that start now and continue through year-end.

Call Journey and nGUVU to change business landscape with innovative gamification technology

Call Journey

nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. nGUVU offers an employee engagement platform for contact centers.

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.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

NICE inContact

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

VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application

CSM Magazine

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction.

Bringing Reality to the Cognitive Contact Center

Cisco - Contact Center

Artificial Intelligence, Cloud Analytics, and Collaboration Create Cognitive Experiences in the Contact Center. Every interaction between your contact center agents and your customers is a reflection of your brand – positive, negative, or neutral. Three weeks ago I shared my view on the myths surrounding artificial intelligence’s role in the contact center.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center?

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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How Digital is Improving Customer Experience in Call Centers


We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Stop those angry calls from customers saying they’ve contacted you through multiple channels. Call Center

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.