AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

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?

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

Your Biggest Contact Center Challenge? The key when implementing an Artificial Intelligence (AI) platform is to ensure it analyzes the complete customer journey – from the first point of contact to the end. Figuring Out What Customers Are Telling You.

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Delivering Better Customer Experiences (CX)

Enghouse Interactive

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

Video – See What You’ve Been Hearing

Enghouse Interactive

Video Outperforms All Other Contact Center Communications Channels. Integrating video will accelerate the transformation of your contact center into a powerful revenue generator.

Unified Communications

Enghouse Interactive

Contact Center Solutions. of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). Elegant.

Delivering Better Customer Experiences (CX)

Enghouse Interactive

Make sure the solution chosen aggregates and consolidates all communication flows into a single view so that no customer data is lost. From the customer’s first point of contact to the last. Focus on Speed, Empathy, Convenience.

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”? As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded.

Unified Communications

Enghouse Interactive

EnghouseUC

Enghouse Interactive

Empower Customers With Self-Service Blog #2

Enghouse Interactive

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.

EnghouseUC

Enghouse Interactive

Contact Center Solutions. of successful organizations that have deployed a single-source solution for both Unified Communications and their Contact Center. The Upside of Enghouse Single-Source UCaaS/CCaaS Solutions.

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Super-Agents Are Real (Blog #4)

Enghouse Interactive

Today, the biggest challenge facing global service organizations and traditional contact centers is delivering a quality of service experience in line with the expectations of the modern customer – one that keeps the customer satisfied and instills loyalty to their brand.

Super-Agents Are Real (Blog #2)

Enghouse Interactive

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. Doing so, will transform your contact center from a cost-center into a revenue generator.

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. AI, Teams UC and Video. .

Better Together (Blog#3)

Enghouse Interactive

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Artificial Intelligence (AI) and Unified Communications (UC or UCaaS) are becoming integral to every contact center, with different benefits from each.

First-Party Data is Generated by your Contact Center

Enghouse Interactive

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process.

The First-Party Data Provided by your Contact Center

Enghouse Interactive

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process.

Super-Agents Are Real (Blog #3)

Enghouse Interactive

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.

Abandon the Status Quo Now Microsoft Teams Blog #2

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog series). In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer.

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Abandon The Status Quo Now: Microsoft Teams Blog #3

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Transform your Contact Center with Microsoft Teams.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

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. Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight.

Abandon the Status Quo Now

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog series). This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations.

Super-Agents Are Real (Blog #1)

Enghouse Interactive

It starts with a customer’s first point of contact and ends with the last… and increasingly, it goes on afterward as they see or hear from your organization, as you strive to nurture that relationship. A properly configured and implemented conversational AI solution will intuitively (LoL!)

Key Learnings from the Metrigy Webinar (Blog #4)

Enghouse Interactive

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. There are 3 technologies to consider adding to your customer experience environment: AI-enabled Self-Service, Sentiment Analysis, and Predictive Analytics.

How are contact centers and their systems using predictive analytics?

DMG Consulting

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line. Predictive analytics is a flexible AI-based technology that is being leveraged by a growing number of contact center solutions (e.g.,

Keeping your Video on the Down Low

Enghouse Interactive

The first step is to understand all the privacy and security capabilities that your video collaboration solution provider recommends. Enable attendee tracking and notification tones to facilitate the proactive management of attendees making it easier to identify, block, or eject anonymous participants or unknown numbers. Best Practices for Securing Video Calls.

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.

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.) but do greatly simplify systems management. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.

Optimising for Contact Centre Remote Working

Enghouse Interactive

While most organisations managed the transition and were able to stay operational, many only achieved this through workarounds such as cutting their hours of service, reducing the number of different contact channels, and increasing their SLAs. Contact centres need to safeguard staff wellbeing as well as help them to stay productive by giving them the right technology to do their jobs, without adding to their stress levels. Effectively manage service quality.

Empower Customers With Self–Service Blog #3

Enghouse Interactive

Access the on-demand playback of our recent 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.

The best contact center reporting and analytics tools on the market [Guide]

Tethr

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard.

Monthly Update: Turbocharge Your Contact Center with Cloud-Based Cisco Webex Contact Center

Cisco - Contact Center

To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Webex Contact Center Analyzer enhanced search.

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. Talkdesk’s well-known reputation as an easy-to-use and customizable contact center solution cemented it as the clear choice for Via. Call Center

The Serenova and Lifesize Merger Will Deliver High-Def Experiences for Contact Centers and the Most Successful Global Brands

Serenova

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. Bringing the Promise of Video to the Contact Center.

2020 Contact Center Investment Priorities

DMG Consulting

2020 Contact Center Investment Priorities. 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.

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

NICE inContact

At some point, every contact center faces the stark reality of needing to modernize. You’ve got teams of agents but only rudimentary quality monitoring. 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. What about new unified communications (UC), PBX and other contact center. solutions? How do I evaluate cloud vs. premises solutions?

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Talkdesk redefines the contact center with CX Cloud

Talkdesk

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs.

Playvox Workforce Engagement Management Now Available for Dialpad

Playvox

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. One Solution for Workforce Engagement Management and Quality Assurance.

Why Serenova’s Acquisition of ProScheduler Is Important—to Me and Our Industry

Serenova

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set.