JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

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

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

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

DMG Consulting

FEBRUARY 5, 2020

The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. Figure 1: Contact Center Technology Investment Priorities for 2020. Cloud-Based Contact Center Solutions.

Omni-channel support 87

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

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Quality management 75

Quality management Contact Center Management Best practices 75

MiaRec

MAY 4, 2023

While researching contact center solutions, you might be overwhelmed with all the options on the market. From pricing to integration, you realize there are several factors that you need to consider.

contact center solutions 81

contact center solutions Contact Center Marketing Quality management 81

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

Talkdesk

JUNE 5, 2019

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.

Transportation 46

Transportation Customer Service contact center solutions Contact Center 46

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Quality management Contact Center contact center solutions 69

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. Many of the same solutions contributed to this goal, as did gamification and internal chat tools. Changing Buyer Expectations.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Advanced Reporting & Analytics. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

NICE inContact

DECEMBER 4, 2018

What about new unified communications (UC), PBX and other contact center. How do I evaluate cloud vs. premises solutions? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center?

Contact Center 49

Contact Center APIs contact center solutions CRM 49

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

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. Moving to the Cloud Is Smart, But Not Easy.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Version 20 of our WFM solution makes it even easier to implement a cloud-based WFM system in practically any cloud environment.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

NICE inContact

NOVEMBER 6, 2018

You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Contact Center 48

Contact Center Management Gamification contact center solutions 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

Playvox

MARCH 12, 2023

There is a strong drive to incorporate AI in contact centers to improve customer service and increase overall efficiency. From helping predict customer behaviors and needs to sentiment analysis , AI has the potential to revolutionize the way support centers operate.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

DMG Consulting

MAY 6, 2022

In other situations, contact center infrastructure vendors have committed to supporting their premises-based solutions for the life of the asset, while making it clear to clients that such solutions will not maintain functional parity with their cloud products.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

NobelBiz

AUGUST 3, 2021

The perks of Speech Analytics Because of the evolution of conventional systems and the application of new technologies, customer services can now analyze increasingly huge amounts of data, which has become critical for spotting optimization or transformation opportunities in near real-time.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 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

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Xaqt

JANUARY 15, 2021

Please contact Chris Crosby at chris@xaqt.com for questions or further commentary. Xaqt Deploys AI-Based COVID Vaccination Solution Summary On December 22, 2020, Xaqt, of Chicago, IL, launched a contact center solution specifically designed to meet the unique requirements of the COVID-19 vaccine distribution program.

Virtual Agent 40

Virtual Agent Government Contact Center Chatbots 40

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

FEBRUARY 9, 2021

This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. Agent Analytics (28.4% now) with dispersed contact centers and remote agents becoming the norm, providing timely agent support is one of the most significant hurdles for supervisors.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

JUNE 17, 2020

Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. Microsoft Teams Collaboration Still Needs More Tools…Close those Gaps.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

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

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

JULY 7, 2020

Studies have shown that the use of Knowledge Base typically reduces support costs by $1-3 Million for organizations with 500+ seat contact centers, while also helping to improve Customer Satisfaction and NPS scores. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

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

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

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

JULY 29, 2021

Call Recorders Can Save You from Disaster. Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Global Response

MARCH 1, 2022

An important advanced call center KPIs involves the quality of an agent’s assistance and etiquette during a call. The more quality factors present in a call, the higher the score will be—and the more satisfied customers will be with their service.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

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

OCTOBER 16, 2020

At the same time, managers and supervisors need access to high-quality, real-time performance information to remotely onboard, support and develop agents and their skills. Many tools, such as real-time speech analytics, can be used to help here, regardless of whether agents are based at home or in a contact centre.

Abandon Call 40

Abandon Call Technology Chatbots Analytics 40