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.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG

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.

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

Talkdesk

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

3CLogic

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

NICE Systems

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.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE Systems

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.

TOP EMERGING TECHNOLOGIES IN THE CREDIT UNION

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.

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.

Give Your Contact Center a Pink Slip

NICE Systems

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?

Aspect

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.

LEAD, FOLLOW, OR GET OUT OF THE WAY

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.

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

Aspect

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?

Aspect

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

Cloud-Based ACDs and Dialers Come of Age

DMG

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.

Three Pillars of AI for Contact Centers

DMG

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

Talkdesk

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

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.

#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.

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

West

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

Talkdesk

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

8x8

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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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.

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.

See an omni-channel contact center in action

NewVoiceMedia

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 Systems

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

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

Talkdesk

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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Call Journey at Xperience19

Call Journey

As Genesys’ global speech analytics partner, Call Journey, the leading pioneer in Conversation Analytics, is one of the proud sponsors in Xperience19! Conversation Analytics and Customer Experience. Xperience19: the biggest customer event of the year!

Application Ecosystems and the Future of the Contact Center

Avaya

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service.

Talkdesk Announces AppConnect: The First Enterprise App Store

Talkdesk

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.

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

Avaya

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.

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

NICE Systems

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.

How to Build a Natively Integrated Call Center in ServiceNow

3CLogic

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

NICE Systems

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.

Best Practices for Building a Modern Contact Center

NICE Systems

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

8x8

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.