3CLogic

JANUARY 9, 2024

For example, migrating from an on-premise contact center solution to a cloud offering is NOT in itself digitally transformative, unless it is part of a larger strategy that also explores how it will enhance existing processes and customer experiences for the better. So, how can your organization stay competitive in 2024?

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

Zappix

APRIL 17, 2024

BURLINGTON, MASSACHUSETTS, UNITED STATES, April 17, 2024 / EINPresswire.com / — Zappix and GTS have launched their advanced Customer Engagement Solutions and Call Center Operational Enhancements for North American enterprises and government clients, marking a significant step forward in customer service and operational efficiency.

Government 52

Government Enterprise Call Center Interactive Voice Response 52

pindrop

NOVEMBER 19, 2020

When considering the application of graph analytics for fraud detection in call centers, operationally the “edges” or relationships, links, and connections associated to each node are analyzed to identify valuable patterns that can predict when and where fraud may occur. What is Graph Analysis for Fraud Detection in Contact Centers?

Contact Center 98

Contact Center Analytics Interactive Voice Response Engineering 98

3CLogic

DECEMBER 1, 2022

The Gap Between Systems of Record and Enterprise Phone Systems. While it’s clear that voice as a communication channel is not going anywhere, the need to modernize legacy phone systems is growing. By itself, modernizing enterprise phone systems to meet these wants and needs is not an issue.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

Fonolo

FEBRUARY 21, 2023

The on-going contact center conversion to SIP trunking technology has been an industry success story. For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. What is SIP Trunking? Is SIP the same as VoIP?

Interactive Voice Response 142

Interactive Voice Response voip Contact Center Telecommunications 142

DMG Consulting

FEBRUARY 5, 2020

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. Cloud-Based Contact Center Solutions.

Omni-channel support 87

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

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

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

Cisco - Contact Center

AUGUST 18, 2020

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. Welcome to Our Monthly Feature Update Blog Series.

Contact Center 115

Contact Center contact center solutions Analytics Entertainment 115

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. 73% want the ability to solve product/service issues on their own.

Interactive Voice Response 80

Interactive Voice Response Call Center Contact Center Self service 80

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option. Contact centers around the world have positioned themselves to come out of the pandemic stronger than they went in.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

3CLogic

OCTOBER 28, 2022

Improve CX Even More with a Cloud Contact Center Solution for SAP Service Cloud. At many enterprise-level organizations, operational silos often exist between their primary system of record and contact center solutions. IVR workflows intelligently route callers to the solution they need.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

JustCall

MARCH 9, 2023

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

3CLogic

JULY 21, 2020

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. Cost and ROI. Conclusion.

contact center solutions 75

contact center solutions Cloud contact Enterprise Contact Center 75

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. Contact Center Technology Trends in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Cisco - Contact Center

FEBRUARY 18, 2020

“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”. Do These Challenges Sound Familiar? You’re not alone!

Contact Center 114

Contact Center Enterprise Self service contact center solutions 114

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Identified by Aragon Research.

Contact Center 119

Contact Center Enterprise contact center solutions Cloud contact 119

Noble Systems

APRIL 8, 2020

Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), offering scaled-down features in exchange for convenience and low cost-of-entry. Today, a new breed of enterprise-class CCaaS offerings have redefined the value proposition and changed the game.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. IA Benefits The Contact Center. By Donna Fluss.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? 7 Employee Retention Strategies For Contact Center Managers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. In response, companies must renew their focus on delivering the best possible customer experience every time, and across all touchpoints. Here are the top things that contact centers can do now to deliver on the ever-shifting demands of customers.

Contact Center 98

Contact Center Gamification Self service Analytics 98

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 99

Contact Center Interactive Voice Response Self service Accountability 99

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

3CLogic

MAY 14, 2021

Not if the contact center is properly leveraging natural language processing. Combining both linguistics and computer science, NLP is essential to any contact center looking to improve its self-service offerings and voice workflows. How To Use Natural Language Processing In Your Contact Center.

Interactive Voice Response 80

Interactive Voice Response Self service Contact Center Analytics 80

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It happened even faster than we thought.

Contact Center 135

Contact Center Consulting Consulting call center association 135

UJET

MARCH 22, 2021

The IVR isn’t a topic that gets enough coverage. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. And the IVR is at the heart of that journey. We have to expand on the traditional definition of what an IVR does and where it’s used. Modernizing Your IVR.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Hodusoft

NOVEMBER 29, 2022

Top 10 Contact Center Software for 2022-2023. Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. HoduCC – Contact Center Software.

Contact center software 40

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

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. When it comes to mid-sized and enterprise-level organizations, many of them follow suit. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software?

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Balto

JULY 27, 2023

Contact center AI solutions are certainly not new, but the recent boom in AI interest does have people talking. But while contact center leaders are considering AI and may be rushing to implement it now, it will take time to actually get it right. This helps save time and produce better outcomes in contact centers.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Role of contact center software in managing a ‘hybrid workforce’.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98