DMG Consulting

MAY 15, 2018

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. Enterprise business and IT leaders are struggling to find the right cloud-based solutions for their operations.

contact center solutions 59

contact center solutions Cloud contact Contact Center Revenue potential 59

Call Journey

JUNE 11, 2019

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. About CallCabinet.

contact center solutions 40

contact center solutions Contact Center SaaS Analytics 40

Talkdesk

FEBRUARY 14, 2020

When struggling with an outdated customer support system, which lacked sufficient reporting capabilities and integration with Zendesk, ClickPay realized its inflexible contact center solution could not scale as quickly as the business was growing. Want to know more? Read ClickPay customer story.

Enterprise 55

Enterprise Real estate Customer Experience Abandon rate 55

Talkdesk

MARCH 13, 2020

EF English Live’s contact center, located in Barcelona, supports customers throughout Europe and the Middle East, making and receiving around one million calls every year. When looking for a new contact center solution, call quality was the leading factor moving forward. Want to know more?

Enterprise 52

Enterprise Education contact center solutions Cloud contact 52

3CLogic

NOVEMBER 22, 2018

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. 3CLogic ServiceNow Solution Overview.

contact center solutions 40

contact center solutions Interactive Voice Response Contact Center Customer centricity 40

Cisco - Contact Center

JANUARY 27, 2020

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. Indeed, in a significant number of enterprises, measures of customer experience, such as Net Promoter Score (NPS), have made their way into executive compensation.

Contact Center 92

Contact Center contact center solutions Enterprise Cloud contact 92

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Cisco - Contact Center

FEBRUARY 18, 2020

And they’re looking for unique ways to create differentiated experiences for both their employees and customers that will result in better customer experiences, repeat business, and improved performance of their contact center. Business Insights via Cloud Analytics. Innovative AI-Powered Self-Service. Licensing Made Simple.

Contact Center 130

Contact Center Enterprise Self service contact center solutions 130

Hodusoft

MAY 24, 2022

The center is managed, maintained, and supported onsite by the organization. This means that the infrastructure is managed in-house, with the help of an outsourced vendor such as an On-Premise contact center software is a contact center solution that can be used within an organization’s corporate offices.

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. The investments are primarily in the following categories: artificial intelligence (AI), automation, analytics, and user interface/user experience (UI/UX).

Management 62

Management Enterprise Analytics Contact Center 62

VirtualPBX

APRIL 2, 2024

No matter if your team operates from a traditional office, works remotely, or thrives in a hybrid model, you need a contact center solution that’s as dynamic and adaptable as your business itself. Without further ado, let’s talk about we can supercharge your contact center.

contact center solutions 98

contact center solutions Contact Center CRM Analytics 98

Talkdesk

APRIL 25, 2017

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. Grow – Business Intelligence & Analytics.

Enterprise 40

Enterprise contact center solutions Contact center software B2C 40

Call Journey

JULY 22, 2019

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. Call Journey is a Global Speech Analytics Partner of Genesys. We are all about Voice data.

Analytics 65

Analytics Engineering contact center solutions Enterprise 65

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Contact Center Installed Base. Our customers range from small businesses to very large enterprises across all industries. Focus on AI. End-to-End Encryption.

Contact Center 131

Contact Center Enterprise contact center solutions Cloud contact 131

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. Sheila McGee-Smith, McGee-Smith Analytics.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

JustCall

MARCH 9, 2023

Contact Center Software SaaS contact centers (cloud-based) also help you establish a calling facility with remote agents and completely eliminate the need for a physical space to house all your equipment. Cons: Even for an enterprise-level solution, Talkdesk may be a little pricey at $75 per user per month.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

JustCall

JANUARY 23, 2024

Notable features of the JustCall integration include call recording for improved coaching and best practices compliance; native sales dialer for optimizing outbound calling campaigns and lead engagement; SMS/text tools for convenient customer scheduling, reminder, promotional and other notification; and AI-based call analytics and call scoring.

Outbound sales 52

Outbound sales contact center solutions Contact Center SaaS 52

Call Experts

OCTOBER 5, 2023

By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs. Choosing a contact center that can scale with your business is essential. Look for contact center solutions that offer advanced analytics and reporting capabilities.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Call Experts

APRIL 8, 2024

By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs. Choosing a contact center that can scale with your business is essential. Look for contact center solutions that offer advanced analytics and reporting capabilities.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Noble Systems

APRIL 8, 2020

Today, a new breed of enterprise-class CCaaS offerings have redefined the value proposition and changed the game. CCaaS offers a cloud-based customer contact solution that allows companies to utilize contact center software from a provider, without installing hardware on-premise. Advanced Analytics.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Call Journey

APRIL 28, 2019

Call Journey, a pioneer of Conversation Analytics, has partnered up with QPC, a leading innovator of contact center solutions. Call Journey, a Genesys Global Speech Analytics Partner, and QPC, a Genesys Gold partner, are both available on Genesys platforms. About Call Journey. We are all about Voice data.

Contact Center 40

Contact Center Analytics Engineering contact center solutions 40

NobelBiz

MARCH 5, 2024

Call Center Analytics vs. Call Center Reporting: Differences The distinction between analytics and reporting can be considered as a cornerstone for strategic decision-making. All the way from onboarding to support to troubleshooting has been great throughout this journey!”

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Cisco - Contact Center

FEBRUARY 1, 2021

Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. Sheila McGee-Smith is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. Webex Contact Center [Solution webpage]. Collaboration Social Channels.

Contact Center 122

Contact Center Transportation Customer Experience Wireless 122

DMG Consulting

SEPTEMBER 29, 2022

To begin with, AI technology is being used as the new foundation upon which all contact center systems and applications are being rebuilt. Artificial intelligence technologies are also being used to create a new contact center solution, one that sits at the core of the operation and oversees the performance of the department.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

Talkdesk

DECEMBER 5, 2018

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. He wanted a holistic platform that gave agents what they needed in one place, not one that required separate applications for tools like reporting and analytics.

contact center solutions 80

contact center solutions First call resolution Interactive Voice Response Enterprise 80

DMG Consulting

FEBRUARY 5, 2020

DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020. See Figure 1. .

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

VirtualPBX

APRIL 2, 2024

No matter if your team operates from a traditional office, works remotely, or thrives in a hybrid model, you need a contact center solution that’s as dynamic and adaptable as your business itself. Without further ado, let’s talk about we can supercharge your contact center.

contact center solutions 52

contact center solutions Contact Center CRM Analytics 52

NobelBiz

MAY 16, 2023

Software Integrations With an on-premise contact center, you have the freedom to customize your software, but development takes time and resources. With a cloud-based contact center, solutions like NobelBiz OMNI+ come with ready-to-use integrations for popular CRMs, payment processors, and databases.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Call Journey

JULY 21, 2020

Call Journey, the leading pioneer in Conversation Analytics, recently attended the virtual G-Summit ANZ 2020, the largest Customer Experience event in ANZ by Genesys. Call Journey is a global Genesys conversation analytics partner and one of the most flexible AI/NLS-powered solution in the market, being available both via cloud or on-premise.

contact center solutions 52

contact center solutions Analytics Enterprise Contact Center 52

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. The contact center trends too, changed completely driven by the pandemic. Video chat . Video chat assistance is the next big thing.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

DMG Consulting

DECEMBER 10, 2018

And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform. Learn more at www.dmgconsult.com.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

Cisco - Contact Center

APRIL 27, 2020

Artificial Intelligence Use Case and Solution. Together with Marco, in the below video, we offer an example of the SALES and TECHNICAL journey to skyrocket business efficiency in a Cisco Contact Center Enterprise solution with Google Artificial Intelligence DialogFlow platform. mpirrone@cisco.com. Learn More.

Contact Center 117

Contact Center contact center solutions Interactive Voice Response Call Center 117

Serenova

MARCH 10, 2020

As we evaluate the trends affecting contact centers, we view the convergence of Contact Center-as-a-Service (CCaaS) and Unified Communications-as-a-service (UCaaS) technologies as a clear opportunity to optimize customer experience.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

TechSee

FEBRUARY 27, 2018

of the workforce—work from home at least half the time, Global Analytics Workplace reports, many of them in customer service roles. As specialists in the field, BPO companies have the skills and resources simply not found in internal departments of an enterprise — and can offer a priceless outside-in perspective. As of 2017, roughly 3.7

Customer Service 116

Customer Service Real estate Call Center Enterprise 116

Hodusoft

DECEMBER 6, 2022

Contact Center Solutions For Your Enterprise: The New Keys to Success. Modern companies increasingly rely on contact center solutions in order to build loyalty and retention among customers. What is an enterprise contact center solution?

contact center solutions 52

contact center solutions Contact Center Enterprise Contact center software 52

Talkdesk

APRIL 8, 2020

The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

contact center solutions 69

contact center solutions Cloud contact Contact Center Coaching 69

DMG Consulting

AUGUST 1, 2022

The contact center infrastructure market has become one of the more attractive technology sectors during the past two years, catching the attention of some of the big names in the technology world, including Salesforce, Zoom and Facebook. Vendors are happy to invest in their solutions when they expect a return on investment.

Contact Center 48

Contact Center Marketing Self service Enterprise 48