Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

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.

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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.

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.

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.

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

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.

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.

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Cisco - Contact Center

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”.

Poly Builds on Its 50-Year Heritage of Contact Center Solutions Designed to Enhance Customer Satisfaction

CSM Magazine

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center.

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.

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences

Cisco - Contact Center

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud

Cisco - Contact Center

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months.

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.

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.

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

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.

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.


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.

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 Consulting

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 Consulting

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

Clickpay Enables Effortless Customer Experience With Talkdesk Enterprise


ClickPay ’s mission is to redefine receivables and create technology solutions that optimize transactions and interactions between residents and their property managers. Fortunately, after researching scalable contact center solutions in the cloud, the organization discovered Talkdesk.

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.

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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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.

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.

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.

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. Technical call center software contact center software

Call Journey starts a jam-packed year with Genesys Global Kickoff

Call Journey

A few days into the start of a new decade, Call Journey, a leading pioneer of Conversation Analytics, is already pushing forward an even more productive year by attending the recently concluded Genesys’ Global Kickoff in Orlando.

How We Helped a Global Financial Organization Deploy and Support WFH Agents in Less Than Two Hours


We’ve been sharing our expertise and doing a lot of listening to understand the most important challenges contact centers are facing every day of this crisis. A Fully Supported WFH Solution Live in Just Two Hours. Our roots are in the contact 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.