AWS Machine Learning

DECEMBER 12, 2023

Vodafone Digital engineering (VDE) invited Accenture and AWS to co-host an exclusive event at their annual DigiFest, a week-long event celebrating the scale of their global VDE teams, championing reusable apps and collaborative idea generation. All 11 racers completed a full lap with their models.

Telecommunications 100

Telecommunications Engineering Chatbots CRM 100

Calabrio

FEBRUARY 26, 2021

Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Analytics 52

Analytics Contact Center contact center solutions CRM 52

Taylor Reach Group

MARCH 26, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

VirtualPBX

MARCH 7, 2024

Integration with other technologies: VoIP seamlessly integrates with various software applications, such as CRM systems and unified communications platforms, enhancing productivity and collaboration. Integrations may include customer relationship management (CRM) software, help desk systems, and team collaboration tools.

voip 59

voip Telecommunications Wireless CRM 59

VirtualPBX

MARCH 7, 2024

Integration with other technologies: VoIP seamlessly integrates with various software applications, such as CRM systems and unified communications platforms, enhancing productivity and collaboration. Integrations may include customer relationship management (CRM) software, help desk systems, and team collaboration tools.

voip 52

voip Telecommunications Wireless CRM 52

VirtualPBX

JANUARY 5, 2024

Notably, within this suite of remarkable features lies the Advanced Call Reports Add-On , a revolutionary component that stands as a transformative force in the realm of data analytics for telephony systems. Agent Productivity: Evaluate individual agent performance through detailed call analytics.

voip 59

voip Analytics CRM Metrics 59

ShepHyken

NOVEMBER 28, 2017

About: Jeff Nicholson is Vice President of CRM Product Marketing at Pegasystems. Jeff leads Pega’s CRM market on vision and strategy.

CRM 190

CRM Best practices Analytics Marketing 190

ShepHyken

SEPTEMBER 16, 2016

Basic examples of KPIs include visitor engagement, cart abandonment, bounce rate and conversion rate, but Google Analytics can be used to define and measure practically any goal. With over 20 years of global experience in Marketing Applications and Analytical CRM, Mark Smith is a leader in building, growing and managing successful companies.

Customer Experience 296

Customer Experience Personalization Marketing Analytics 296

Hodusoft

MARCH 29, 2022

The HoduSoft team was enlivened to participate in the event and meet customers personally gathering feedback on our UC products driving them towards further improvement. “We We are also overjoyed to witness the response of all the companies attending the event. We are elated knowing the impact of our UC products from our customers.

voip 98

voip Telecommunications Contact Center Call Center 98

JustCall

APRIL 3, 2024

JustCall’s team members’ analytics can help. Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction. Integrate with CRMs or spreadsheets Auto dialers are only half the solution. Wondering how can you avoid call chaos and optimize your team performance?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Hero Digital

DECEMBER 19, 2018

In the interviews below, we discuss not only the important considerations for companies looking to utilize Sitecore and Salesforce following the announcement of their partnership at the event, but also how to get the most value and most importantly, how customers can start utilizing Sitecore capabilities such as their analytics and more.

Personalization 40

Personalization Analytics B2B Self service 40

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.”

Analytics 40

Analytics Call Center Customer centricity Construction 40

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.”

Analytics 40

Analytics Call Center Customer centricity Construction 40

ChurnZero

AUGUST 14, 2020

Customer Relationship Management (CRM) Software. What is a CRM? CRMs primarily function as a relationship information database. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If Product Analytics Software. What is product analytics software?

CRM 87

CRM Finance Upselling Accountability 87

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ProProfs Blog

APRIL 25, 2019

Google Analytics. Heap Analytics. Salesforce CRM. Google Analytics. First and foremost is the Google Analytics tool that is not an option but a crucial requirement for your eCommerce website. Moz is yet another analytics tool for advanced metrics tracking. Heap Analytics. Quick Navigation. WordPress.

Analytics 112

Analytics CRM Engineering Marketing 112

Totango

APRIL 5, 2022

Integration of NPS surveys with other relevant tools, such as CRM apps and email autoresponders. Scheduling control: Can you schedule delivery of your surveys at select events in your customer’s lifecycle ? Reporting: Does your NPS software include analytics and reporting tools to help you interpret your survey results?

Upselling 101

Upselling Surveys Analytics Customer retention 101

Stratifyd

MAY 30, 2019

Stratifyd’s speech analytics functionality solves the constantly expanding need for enterprise clients to transcribe and analyze voice data. The transcriptions and voice metrics are combined with all other data – chat transcripts, surveys, star ratings, CRM, etc. – Speech Analytics Completes a CX Masterpiece. How Does It Work?

Analytics 40

Analytics Telemarketing Contact Center Metrics 40

C3Centricity

JANUARY 30, 2024

Let’s look at these in more detail, using recent examples to demonstrate best practices: Correcting Mistakes: Netflix : Netflix is known for actively monitoring customer complaints and using advanced data analytics to identify and correct issues. Customers expect you to put things right.

Feedback 90

Feedback Best practices Customer retention Analytics 90

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. About: Jeff Nicholson is a recognized customer engagement thought leader.

Education 187

Education Self service CRM Best practices 187

TeleDirect

FEBRUARY 14, 2024

Cloud contact centers are highly reachable, include disaster recovery plans, and can be made geo-redundant, which offers protection during catastrophic events. Integration capabilities What are your existing CRM and marketing automation systems? Modern technology We’ve reached an era where modern tech is vital to professional success.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Totango

JUNE 15, 2022

Be aware, however, that you cannot do this by trying to force-fit your CRM, using a monolithic CS platform or trying to slap on a digital work tool band-aid. You need a solution that unites your teams around digital touchpoints, customer health data and analytics, and powerful automation technologies.

Upselling 95

Upselling Analytics Self service CRM 95

Calltools

MAY 17, 2023

You’ll never need to worry about losing your data in the event of a physical disaster. CRM Integration Your healthcare contact center software can integrate with your existing CRM solution, such as Salesforce or Microsoft Dynamics, helping to streamline your processes.

Healthcare 52

Healthcare Call Center Abandon rate CRM 52

Comm100

JUNE 23, 2022

With CRM integration, Salesforce or another CRM can be connected to recognize even more about visitors to your website. Rigorous backups and disaster recovery planning mean that we’ll take care of your data in the event of natural disasters or any possible data loss events. Reporting and analytics .

Chatbots 78

Chatbots Education Wait times CRM 78

CSM Magazine

DECEMBER 13, 2023

To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. To make informed cross-sell and upsell suggestions, integrate CRM systems. Integrate customer service platforms, CRM, systems, and other relevant databases for more accurate and comprehensive reporting.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Jon Arnold

MARCH 14, 2023

As usual, I ran a running commentary during the event on LinkedIn, and if you follow me there, you can track that. They’re targeting AI/ML applications across the full contact center spectrum - CAI, WEM, CRM, analytics, automation, etc. Otherwise, I’ll add some key takeaways here.

Contact Center 59

Contact Center Analytics CRM Marketing 59

Calltools

SEPTEMBER 21, 2022

From call recording to CRM integration, each feature allows your agents to provide superior customer service and help convert more leads. CRM Integrations. Customer relationship management (CRM) tools let agents access important client information. This makes a huge difference in converting your leads to customers.

call center software 52

call center software Call Center Interactive Voice Response Contact center software 52

3CLogic

JULY 30, 2019

How will we connect the digital channels in our cloud-based CRM or service management platform with our existing on-premise telephony system? Easily identify bottlenecks , drop-offs, under-utilized options in call flows with analytics. Examine customer engagements in near real-time and derive actionable insights with speech analytics.

Call flow 68

Call flow Interactive Voice Response CRM Enterprise 68

Hodusoft

JANUARY 3, 2024

This improves the flexibility of workforce management and ensures business continuity, especially during unexpected events such as natural disasters or pandemics. CRM integration Integration with Customer Relationship Management (CRM) systems enables agents to access customer information seamlessly during interactions.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

delighted

DECEMBER 3, 2021

Do you have a CRM (e.g. Which of the platforms capture a key moment in the customer journey – such as a purchase event or an outreach to your support team? All you need is to document: The platform that should be monitored for a specific event (e.g. Salesforce) The event that should trigger a survey (e.g. Salesforce)?

Surveys 97

Surveys APIs SaaS Engineering 97

AWS Machine Learning

NOVEMBER 22, 2022

Companies streaming online movies (OTT platforms), live concerts, or sports events. Their customer service department wants to use this data to notify agents to follow up on the issue by creating a customer ticket in a downstream CRM system. In the example, the EventBridge event is written to an Amazon CloudWatch log.

APIs 67

APIs CRM Feedback B2C 67

SmartKarrot

JULY 17, 2023

An effective Customer Success Strategy is built on the foundation of an efficient Customer Relationship Management (CRM) tool like Salesforce. In this write-up, let us explore the struggles of a business using Salesforce or other similar CRM tools for managing their customer success because for any serious business CRM alone is not enough!

CRM 10

CRM B2B Customer centricity Metrics 10

Peter Lavers

FEBRUARY 20, 2019

As a recognised CX influencer they invited me to a Roundtable event to give me and others a sneak preview of the findings and the opportunity to meet and discuss the big issues with its researchers and authors. Customer analytics. Dimension Data recently released their latest Customer Experience report. Connected CX journeys.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

CSM Magazine

JUNE 14, 2023

CRM Integration Integrating your customer relationship management (CRM) system with your existing technology stack can further enhance your customer service efforts. A well-implemented CRM can help you better understand your customers’ needs, preferences, and patterns, allowing you to provide personalized service.

Customer Service 52

Customer Service CRM Sales Education 52

Call Experts

OCTOBER 5, 2023

Integration Capabilities : Ensure the contact center software seamlessly integrates with your existing CRM, ticketing system, and other relevant tools. Performance Analytics and Reporting Data-driven insights are invaluable for optimizing your customer service operations. Ideally your partner will have a blend of both for redundancy.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

ChurnZero

MAY 18, 2023

With flexible configurations and automatic analytics, this tool gives your CS team a central source of revenue insights and analysis, without the need to manually move and organize data from spreadsheets and CRMs. Want to dive deeper into a ChurnZero feature or see it in action? Schedule your demo today.

Education 52

Education Accountability CRM Analytics 52