NICE inContact

JANUARY 24, 2018

Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Cloud contact center deployments that began in customer care may have been extended to other business areas. Digital Transformation.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Fonolo

NOVEMBER 21, 2018

A number of call center companies reported earnings in the last few weeks, so it’s time once again for an informal, semi-regular, not-at-all-intended-as-investment-advice look at what’s going on. We’re going to cover Cisco and Vonage for the first time, because there’s a lot of call-center-related news there.

Call Center 57

Call Center Contact Center Chatbots Engineering 57

ShepHyken

OCTOBER 20, 2017

Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel. It is a hybrid execution leveraging automation and machine learning so real agents can better handle customer inquiries. This blended AI model doesn’t eliminate the need for customer service reps.

Enterprise 218

Enterprise Engineering APIs contact center solutions 218

Fonolo

NOVEMBER 27, 2018

This is why empowering a customer service team can be key to the overall success of any company. While we could go on for days about the benefits that come from giving your call center employees autonomy, here are the top three reasons you should actively work to support your customer service employees.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

Fonolo

NOVEMBER 20, 2018

And the research doesn’t lie: While customers certainly appreciate and use the options available to them, 79% would still prefer to talk to a call center representative over the phone than opt for self-serve online. And, call centers tend to be one of the most-used customer service channels , second only to FAQs.

Customer Service 86

Customer Service Call Center Engineering Contact Center 86

Fonolo

NOVEMBER 13, 2018

CCW is the world’s largest customer contact event series and a definite must-attend. It’s the place where customer care, CX, and CS leaders come together to network and learn. He leads product management for Nexmo, the Vonage API Platform. Twitter: @tpgoebel. Roland Selmer. Vice President Product. Twitter: @rolandflyboy.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Fonolo

NOVEMBER 1, 2018

Tobias has over 15 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management/marketing. He leads product management for Nexmo, the Vonage API Platform. Twitter: @tpgoebel. Roland Selmer.

Customer Service 69

Customer Service B2C Finance Engineering 69