3 Ways Cloud Contact Center Solutions Enable Innovation

Upstream Works

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center.

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.

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6 Reasons Enterprise Organizations are Accelerating the Move to Cloud Contact Center Solutions

3CLogic

As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions. Reporting and Analytics.

AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before.

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.

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

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.

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. Those challenges — siloed technologies, inflexible infrastructure, introducing or maintaining multiple channels, limited agent visibility — are some of the most common obstacles facing contact centers today.

Looking for a New Contact Center Solution? Consider a Visionary

Talkdesk

Finding the right contact center solution for your company can feel overwhelming with so many competitive offerings in the industry. To help you narrow down the field, Gartner compiled the Contact Center as a Service (CCaaS) Magic Quadrant , a summary of the solutions at the most mature end of the industry. For many companies starting to evaluate new CCaaS solutions, leaders are the first place they look to create a shortlist of options.

Unified Communications

Enghouse Interactive

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

As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded. AI is rapidly being applied in all areas of the contact center. Call Recorders Can Save You from Disaster.

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. Ron Romanchik, Chief Revenue Officer of CallCabinet, said, “CallCabinet seeks partners that provide state-of-the-art technologies.

AI-Enabled Agent Assessment

Enghouse Interactive

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. Now It’s A Reality.

EnghouseUC

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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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.

PGA TOUR Superstore Selects 3CLogic Contact Center Solution to Help Drive Customer-Centricity

3CLogic

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. Selecting a Solution With focus on this future growth, PGA TOUR Superstore selected the 3CLogic and ServiceNow natively-integrated contact center solution to support the company no matter how large it gets.

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.

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. Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution.

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. It’s Not an Option – It’s Expected (Blog Series).

Video-Enable Your Contact Center to Enhance CX (Blog #2)

Enghouse Interactive

In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Trends and Realities of Successful Organizations (Blog Series).

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.

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.

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

Successful companies ** spend more (4% of revenue vs. 1.7%) on CX technology. With the proper application of these technologies, improvements are very tangible. will have extended Teams to their contact center for voice and 31.1% AI, Teams UC and Video. .

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.

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.

Contact Center Technology Trends 2022

Spearline

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022?

Abandon The Status Quo Now: Microsoft Teams Blog #3

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog Series). I n our previous blogs in this series, we explored how Microsoft Teams, when integrated into the Contact Center, helps provide a better experience for the end-customer and how it helps enhance agent productivity. .

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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Extract Actionable Insights

Enghouse Interactive

Enterprise-wide operational analytics will help your organization to: Identify Trends, Anomalies, Deviations or One-time Exceptions: either broadly to understand all cost impacts, or on a single, specific area. Understand Your Costs – React in Real-Time.

TOP EMERGING TECHNOLOGIES IN THE CREDIT UNION

Enghouse Interactive

Having a perspective on the future is only valuable if credit unions know what technology they need to adapt to. 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. Below are the top technologies that credit unions should consider when adapting to new technology.

2 Key Technologies Contact Centers Need for WFH Agents

Upstream Works

This is Part 3 in our 3-Part series about how contact centers can adapt and thrive during a global pandemic. As the pandemic wears on, contact centers face challenges on two different but highly related fronts. Technology #1: Omnichannel Contact Center Solutions.

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.,

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. This new technology allows you to not only capture important data, but also give you the insight needed to take action on it. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results.

The future of customer service for housing associations

Enghouse Interactive

Building on our previous guest post from consultant Phil Riley which identified six key trends in housing association customer service , this article focuses on how technology can help improve service performance. Technology has an important role to play here.

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. Technology Winners – Today and Tomorrow. The most powerful predictive analytics applications can even propose alternative solutions in real-time.

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”.

5 Contact Center Technology Trends That Will Define 2022

3CLogic

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up.