Enghouse Interactive

JUNE 9, 2021

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.

Contact Center 97

Contact Center Self service Chatbots CRM 97

CSM Magazine

NOVEMBER 4, 2020

Calabrio’s latest Evolving World of Work report revealed that more than half of contact centres have maintained Quality Management (QM) levels while one third have actually increased their QM evaluations during the pandemic. Brands know they need to find the right balance between cost optimisation and CX.

Self service 52

Self service Analytics Employee engagement Surveys 52

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Enghouse Interactive

JUNE 25, 2021

If morale is high and agents feel satisfied, then they are more likely to be engaged in their jobs and to deliver a better service. Quality management. Quick action by managers can then stop them developing into larger problems for the agent. Real-time speech analytics. Workforce management.

Technology 40

Technology Morale Self service Analytics 40

Enghouse Interactive

JANUARY 15, 2021

Examples of how you can achieve this include: Improving the experience you offer by integrating digital channels (such as chat, email and web self-service) into your contact centre, empowering agents with the tools they need to respond effectively to interactions, however customers make contact. Expand channels to embrace video.

Self service 40

Self service CRM Quality management Feedback 40

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

MAY 27, 2021

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.

Contact Center 52

Contact Center Self service Chatbots CRM 52

DMG Consulting

SEPTEMBER 17, 2021

DMG expects to see innovative contact centers take the following actions, once the pandemic is past: Interview a large number of your employees—agents, supervisors, managers, quality management (QM) specialists, WFM administrators, operations, etc.—and Review all policies and procedures and update them.

Contact Center 48

Contact Center Enterprise Self service Technology 48

AWS Machine Learning

JULY 29, 2022

Large enterprises sometimes set up a center of excellence (CoE) to tackle the needs of different lines of business (LoBs) with innovative analytics and ML projects. To generate high-quality and performant ML models at scale, they need to do the following: Provide an easy way to access relevant data to their analytics and ML CoE.

Government 79

Government Banking Analytics Accountability 79

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

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 27, 2021

Whereas Surveys, NPS, and CSAT scores only give a partial picture, listening to the Voice of the Customer across voice, video, SMS, text, and social media, is imperative to developing the most complete understanding of the issues that the organization should be immediately acting on.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

JULY 10, 2018

Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. In both cases, providing simple web self-service options is in the best interests of the business and ultimately the members. Use images and Videos.

Self service 40

Self service CRM Contact Center Analytics 40

Enghouse Interactive

FEBRUARY 5, 2021

Unified communication (UC) tools such as Microsoft Teams, which allow staff to work together closely, communicate through chat, voice or video and share documents provide a platform to recreate the positive side of the office, wherever people are working from. Quality management systems. Empower the workforce of the future.

Self service 40

Self service Coaching Chatbots Quality management 40

Enghouse Interactive

APRIL 30, 2021

Over 85% said that it was very important that agents displayed empathy during interactions – as Jeremy pointed out this is the key differentiator that humans have over AI and automated channels such as chatbots and self-service, and must therefore be supported and nurtured. Building EI in your team and culture.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

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

Serenova

JULY 21, 2020

Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

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. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Serenova

JULY 21, 2020

Video is now everywhere , providing a comfortable work communication medium that is relied on for all manner of business-critical use cases, competitive differentiation and even new revenue streams. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 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

Enghouse Interactive

JULY 7, 2021

While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. Now It’s A Reality.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Expivia

JULY 21, 2021

Advanced Analytics Software. Every world-class call center should invest in analytics technology. This tool truly raises the quality of your contact center. Call analytics software changes the game in how you view each call. Workforce Management Software. Self-Service Technologies.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

JustCall

APRIL 5, 2023

Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. Call recording – Record and monitor agent calls to improve quality and performance. 8×8 Overview 8×8 is a SaaS-based phone, video, chat, and contact center platform for businesses. user/month $30.99/user/month

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

SEPTEMBER 10, 2020

As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Global Speech Networks

JANUARY 10, 2022

This sounds like a long list of nigh-impossible tasks — but with call centre quality management software and advanced contact centre analytics, it’s easier than you might think. Together, the solutions act as an aggregation of customer data from across your organisation, including: App or website usage analytics.

Brand ambassadors 52

Brand ambassadors Virtual Agent Quality management Analytics 52

Enghouse Interactive

OCTOBER 27, 2021

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contact center solutions 52

contact center solutions Self service Quality management Interactive Voice Response 52

Hodusoft

NOVEMBER 29, 2022

The US-based contact center software provider has three top contact center software—Cloud CX, which is a unified contact center platform on the cloud, Genesys DX, an AI-powered platform for designing self-service, and Multicloud CX for personalized experiences and hybrid environments.

Contact center software 40

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

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Enghouse Interactive

FEBRUARY 18, 2021

Artificial Intelligence (AI), Unified Communications (UC or UCaaS), and Video have become so pervasive in all aspects of our daily lives, it’s almost surprising that we still need to talk about the need for and advantages of using these technologies in order to meet your customers’ needs…and hopefully exceed their expectations.

Contact Center 56

Contact Center Analytics Self service Finance 56

Hodusoft

FEBRUARY 14, 2020

Some of the features include automated routing, email, interaction tracking, real-time chat, multi-channel communication, and self-service portal. Avaya is trusted, reliable and provides good service. The Aura model gives you unified communication plus internet, fax, email, and other channels.

call center software 52

call center software Call Center Contact center software voip 52