Playvox

FEBRUARY 29, 2024

If you’ve been around for a bit, this isn’t the first time that you’ve heard everyone from analysts to industry insiders proclaim that soon we will replace the humans who are on the frontline of customer relationships. That’s not to say that IVRs cannot save companies significant amounts of money. per minute.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Aspect

NOVEMBER 13, 2017

With the contact centre largely removing the need for a face-to-face element, really listening to the customer has consistently been a challenge for customer experience managers. For customer experience managers, the influence of speech analytics upon a self-service strategy is not to be underestimated.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

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. By Donna Fluss.

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. End-to-End Customer Experience Management.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

DMG Consulting

MARCH 10, 2023

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). Analytics-enabled quality management (AQM) (a.k.a. automated quality management).

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

DMG Consulting

FEBRUARY 5, 2020

Systems in which they plan to invest are: intelligent virtual assistants (IVAs), bots, robotic process automation (RPA), analytics-enabled quality management (AQM), self-service, WFM and more. This is interesting given the mega trend to improve the customer experience. Cloud-Based Contact Center Solutions.

Omni-channel support 87

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

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies. Missed part 1?

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features.

Analytics 48

Analytics CRM APIs Contact Center 48

TechSee

APRIL 21, 2021

AI call center solutions are expected to reduce agent training time and streamline the entire support process, resulting in a more satisfying customer experience. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Cisco - Contact Center

AUGUST 18, 2020

Each month, you’ll be hearing from me and my Cisco colleagues, on new capabilities to our Webex Portfolio that help organizations improve workplace collaboration, productivity, and customer experience. Here’s What’s New. Make Smarter Decisions with Webex Workforce Optimization.

Contact Center 126

Contact Center contact center solutions Analytics Entertainment 126

DMG Consulting

JANUARY 29, 2021

of survey respondents indicated the importance of prioritizing the customer experience. Improving productivity came in third with 36% of the responses, and reducing operating costs came in fourth, as reflected by 34.2% Speech and text analytics (also known as interaction analytics, IA), came in third place, receiving 35.1%

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Hodusoft

NOVEMBER 29, 2022

In 2021, HoduCC scored 90 out of 100 on GetApp’s data quadrants and achieved high user ratings in five key areas, which made it a category leader in Gartner’s GetApp category and one of the best customer experience software. Furthermore, it doesn’t charge any maintenance fees.

Contact center software 40

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

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers.

Contact center software 52

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

DMG Consulting

DECEMBER 7, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

Consulting 62

Consulting Consulting Contact Center Marketing 62

NICE inContact

JULY 12, 2016

It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics. Provide clear examples of how these benefits translate into financial value.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Enghouse Interactive

JUNE 17, 2020

Blog #1 Enhancing the Customer Experience. 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. IVR / Mobile IVR / Chatbots / CRM integrations. Efficiently.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

JustCall

MARCH 7, 2023

Most contact centers function in a fast-paced and chaotic environment, which makes effective management crucial for success. By utilizing the right technology, managers can streamline all communication between agents and customers, making it easier for them to deliver superior customer experience.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Talkdesk

MAY 6, 2020

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. A unified supervisor and admin experience.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Expivia

JULY 21, 2021

This call center technology gives agents more freedom and customers more effective problem resolution. Advanced Analytics Software. Every world-class call center should invest in analytics technology. This tool truly raises the quality of your contact center. Workforce Management Software.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Voice of The Customer. Quality Management. Try these additional resources: BLOG: Call Center Software 101: Introduction to Customer Contact Technology • read.

Management 86

Management Gamification Quality management Schedule adherence 86

Global Speech Networks

JANUARY 10, 2022

You also need to understand why some frontline team members get better results than others so you can replicate the best elements of their performance — all without investing valuable supervisor time in every interaction. In fact, putting these solutions together helps create a complete, comprehensive view of your customer: a customer 360.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

JustCall

NOVEMBER 24, 2022

.” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. But is it only about creating a good customer experience? This is the essence of a call center quality assurance. Self-service channel.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Enghouse Interactive

AUGUST 16, 2018

Many businesses spend vast amounts of time analysing what their customers want and try to understand where to invest, their time, money and resources in order to drive the optimum customer experience. Download the Contact Babel UK Customer Experience Decision Makers Guide .

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

Callminer

FEBRUARY 21, 2018

This applies to simple items like the reports and UIs but goes as deep as the functionality, voice, software, etc. A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Burns Blackwell. TerminixTriad.

call center software 210

call center software Call Center Contact Center Analytics 210

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

JustCall

APRIL 5, 2023

Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics.

voip 52

voip Interactive Voice Response APIs Contact Center 52

NICE inContact

MARCH 6, 2018

GEICO famously does this at the end of every interaction, which enables them to accurately state “99% customer satisfaction” in their marketing initiatives. IVR surveys. After an interaction, the customer is directed to or called back by an automated system that will ask a few questions and collect the feedback.

Interactive Voice Response 72

Interactive Voice Response Surveys Feedback Analytics 72

Enghouse Interactive

OCTOBER 13, 2020

Understanding Why Transforms the Customer Experience. 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. AI Makes It Possible (Blog Series).

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

NICE inContact

SEPTEMBER 27, 2019

Even the smallest of changes took a long time, and streamlining some IVR menu items, for example, took more than a year. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management.

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

NICE inContact

AUGUST 6, 2019

For effective management, all such systems need to work seamlessly across channels. Workforce engagement needs to provide quality management , coaching, and recording and scheduling tools for true omnichannel teams. Your analytics solution needs to support and provide insights across all channels.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. ANALYTICS RECEIVES AN ENCORE.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

MAY 7, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. KM facilitates collaboration among departments, which improves the customer experience.

Consulting 48

Consulting Consulting Marketing Management 48