Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. AI and knowledge solutions to reduce cost and drive smarter, more efficient interactions.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 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

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. which is significantly more than Enterprise companies with 10,000+ employees at only 50%. of organizations that have deployed a single-source solution for both Unified Communications and their Contact Center, drove revenue increases of 52.8% Single-Sourced. Always Available.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

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

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Choosing the right contact center software is essential for success. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

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

DMG Consulting

SEPTEMBER 30, 2021

The story of this market is explained not by the pandemic but by the digital transformation and migration of contact center solutions to the cloud, both of which were accelerated by COVID-19. The market is also undergoing a shift in terms of the vendors from whom companies are buying their contact center WFO suite functionality.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. See Cisco Contact Center Chief Growth Officer Vinod Muthukrishnan’s WebexOne session “ What’s shaping your customer experiences ?”

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Talkdesk

NOVEMBER 25, 2020

Choose a cloud-native contact center technology For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption. Talkdesk CX Cloud™ is the first end-to-end solution for delivering a great customer experience (CX).

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

DMG Consulting

MAY 7, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share. When: Today, 23 May 2018. million in 2016 to$1,655.3 million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Hodusoft

FEBRUARY 14, 2020

There is little to dislike about Avaya contact center software Users have uniformly expressed satisfaction about overall performance and ease of use but customer service does not get them brownie points. Genesys PureCloud is another of the top of the line contact center solutions that global call centers have adopted in large numbers.

call center software 52

call center software Call Center Contact center software voip 52

8x8

DECEMBER 3, 2018

Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified. Use customer experience analytics to quickly identify problems such as excessive hold times or transfers, and then drill down to analyze specific customer journeys.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

JustCall

APRIL 5, 2023

JustCall Overview JustCall is a VoIP business phone system and contact center software. It also happens to be one of the leading alternatives to TalkDesk for small and mid-sized enterprises. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

OCTOBER 13, 2020

But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

OCTOBER 27, 2021

Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics. verbatims) within conversations, across all those communication channels.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

SEPTEMBER 29, 2020

In summary, viewing the customer journey more holistically ensures that the organization can better understand what meets the customer’s expectations and more importantly what isn’t, enabling the organization to better align their entire enterprise to deliver value to both customers and the business. . Watch for the next blog, coming October (..)

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

OCTOBER 21, 2020

Use “Voice of the Customer” capabilities combined with AI Insights (analytics) to discover what the customer is telling the business is most important to them. Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JANUARY 13, 2021

They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement. See our forthcoming Issues paper for more information.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JUNE 11, 2021

In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. The Upside?

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

MAY 25, 2020

Generally speaking, one of the best approaches is to limit access to either corporately-issued devices which are secured by the IT department using an Enterprise Device Management tool, or to limit access to personal or home devices that your IT department has ‘certified’. Dealing with Work-From-Home Realities.

Healthcare 40

Healthcare Best practices Government Enterprise 40

NICE inContact

JULY 10, 2018

An enterprise-grade, open cloud platform can deploy quickly, scale securely, and offers extensive developer tools, third-party integrations and a network of ecosystem partners. You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX).

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

JUNE 9, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. What to do? .

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

OCTOBER 12, 2021

Focus on Speed, Empathy, Convenience.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

MAY 27, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. What to do? .

Contact Center 52

Contact Center Self service Chatbots CRM 52

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 27, 2021

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contact center solutions 52

contact center solutions Self service Quality management Interactive Voice Response 52

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Enghouse Interactive

JULY 19, 2019

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.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Enghouse Interactive

SEPTEMBER 3, 2021

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contact center solutions 42

contact center solutions Self service Quality management APIs 42