3CLogic

FEBRUARY 28, 2024

As explained by Gartner “By 2026, more than 80% of enterprises will have used generative artificial intelligence (GenAI) application programming interfaces (APIs) or models, and/or deployed GenAI-enabled applications in production environments, up from less than 5% in 2023”.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

CX Global Media

AUGUST 1, 2017

At the core of Bandwidth’s business-grade CPaaS offering are communication APIs that allow companies to launch and scale next generation apps and solutions using the nation’s largest VoIP network. appeared first on Call Center Coach. Get more human-centric and move onward and upward…faster.

Customer Experience 136

Customer Experience APIs Telecommunications Call Center 136

OrecX

FEBRUARY 10, 2020

Record select interactions per agent to identify skills gaps, which you can then quickly address with additional coaching/training. It's also critical to pick a solution that offers multi-tenancy and centralized management of your recording data so you can manage multiple clients independently, yet simultaneously.

Average Handle Time 86

Average Handle Time APIs Coaching Analytics 86

NobelBiz

NOVEMBER 27, 2023

This information facilitates performance analysis, accountability, and targeted training and coaching for agents. This helps identify high-performing agents, and areas for improvement, and enables targeted training or coaching to enhance overall performance.

Call Logging 59

Call Logging voip Contact center software CRM 59

Hodusoft

AUGUST 30, 2022

The vendors of CCaaS build different products on APIs (Application Programming Interfaces) that work across several operating systems and Internet browsers. CPaaS vendors provide users with different APIs and code snippets to add to the environments of the cloud-based platforms. billion by 2023.

APIs 52

APIs Interactive Voice Response Contact Center voip 52

AWS Machine Learning

JUNE 24, 2022

In a previous post , we talked about analyzing and tagging assets stored in Veeva Vault PromoMats using Amazon AI services and the Veeva Vault Platform’s APIs. In addition to the no-code interface, Amazon AppFlow supports configuration via API, AWS CLI, and AWS CloudFormation interfaces.

APIs 76

APIs Healthcare SaaS Engineering 76

OrecX

AUGUST 15, 2018

open API) so you can easily integrate the recorder with your clients’ existing applications (CRM, ERP, SFA). Custom coaching agreements commensurate with specific agent performance goals. Open API so you can pull data from your CRM system into the quality monitoring system. Open platform (i.e. Quality Monitoring.

outsourcing 48

outsourcing Call Center Calibration Average Handle Time 48

BlueOcean

OCTOBER 4, 2023

Text-Ony Channels: A Great Compromise for Low-Volume Languages Most major CRMs include API options to seamlessly translate customer contact content, including real-time translation for channels like chat or social media. You’ll want to ask about labor markets, hiring timelines, retention stats and more.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

NICE inContact

OCTOBER 29, 2019

With CXone APIs, it can integrate with nearly any third-party solution to customize and is realizing the many advantages of CXone Workforce Management in scheduling and performance management. The operation has the scalability and flexibility it needs to easily expand or contract, at minimal cost.

contact center solutions 48

contact center solutions Contact Center Abandon rate Business Process Outsourcing 48

SharpenCX

MARCH 2, 2021

Can I coach directly in my call center platform? Do my systems have APIs so our teams can build custom integrations if we need to? Give them 1:1 coaching time. Now that you can visualize everything, ask important questions about each system. Start with questions like these: Do my systems currently integrate with one another?

Customer Experience 67

Customer Experience Coaching Call Center Contact Center 67

aircall

JANUARY 11, 2023

8×8 is an API solution that integrates voice, video, chat, and contact center functions into one cloud-based communications platform. This also allows support leaders to coach their team in real-time and highlights any potential gaps in the system that could use improvement. . Regarding pricing, 8×8 has six pricing tiers.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

NobelBiz

FEBRUARY 14, 2023

API integration: API (Application Programming Interface) integration allows different systems to share data in real time. We talk about training and coaching contact center staff and more in our webinar episode available through here. How can CRM systems facilitate data integration and provide a 360-degree view of customers?

Contact Center 52

Contact Center CRM Journey mapping Government 52

Babelforce

MAY 19, 2022

The solution also uses API integration to allow its automated calling services to communicate with your CRM. It also boasts something called “whisper mode”, where managers can listen in and coach agents during a live call, with only the agent being able to hear them. babelforce comes into its own with its automated calling services.

Gamification 52

Gamification Interactive Voice Response Call Center Self service 52

teleopti

NOVEMBER 4, 2019

They can offer out-of-the-box solutions that integrate with any platform and they have the expertise to customize and help you develop your own integrations using a range of sophisticated APIs. They can detect coaching needs and automatically schedule training and one-to-one sessions at quieter times. . Ask about training options.

Technology 62

Technology Customer Service Contact Center APIs 62

CSM Magazine

JUNE 24, 2021

Choose a vendor that offers open APIs and closely partners with other contact centre vendors to create this unified user experience, where data flows between systems. The ability to spot agents who might be struggling to cope means contact centre leaders can offer them the support and coaching they need to hold better customer conversations.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

JustCall

MARCH 31, 2021

This has made call coaching for managers super easy. Here, you can easily set up automation and contacts will be automatically fetched via APIs. For example, if you want to know whether you have discussed pricing with your lead, you can easily search for the keyword "pricing" in the available transcript.

call center software 52

call center software APIs Call Center Coaching 52

CSM Magazine

APRIL 23, 2021

It’s digitally enabled exercise equipment, it’s a virtual fitness coach, it’s a streaming service for fitness content, it’s a social platform… Motley Fool contributor Neil Patel sums it up, “Peloton sells hardware that is differentiated by software.” But now it’s fair to say they’ve created a fitness ecosystem to rival the likes of Nike.

Entertainment 52

Entertainment APIs Banking Customer centricity 52

Talkdesk

MAY 17, 2016

Among other functionalities, users can send direct barge links to ask for help via Slack, coach agents silently and configure automatic call center alerts to be sent to users and channels across the entire company when certain events are triggered. For this announcement, we were joined by Brad Armstrong , Slack’s Head of Business Development.

APIs 40

APIs Call Logging call center software Call Center 40

JustCall

APRIL 12, 2023

Native conversation intelligence platform and call analytics to ramp up agent performance Agent performance & coaching: Call monitoring and performance evaluation.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Nicereply

JULY 9, 2020

If you’re using a less-common help desk solution, you can also use a solution like Zapier or Nicereply’s Developer API to customize everything to your specific needs. Recognize and reward top performers, while also uncovering opportunities for improvement and coaching low performers. Set goals for your team. See Nicereply in action.

Feedback 52

Feedback Surveys Wireless Metrics 52

Xaqt

FEBRUARY 6, 2020

Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. Your manager may decide to recruit staff to handle the additional call volume, coach specific agents on sales skills to increase conversion, and so on. Rewind it Back Let's take a look back to 2005 when "Web 2.0"

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Squelch

OCTOBER 11, 2019

Rippon was an unexpected choice for a CX conference, but the stories he shared of challenging coaching relationships, financial struggles, and the ups and downs of elite competition actually contained many lessons for businesses looking to boost their bottom line while also enhancing the customer experience.

APIs 40

APIs Coaching Enterprise Customer Support 40

Amity

MARCH 12, 2014

Each qualified customer would be coached and supported, obstacles removed, problems addressed, and inspiration expanded. The High Touch / Customer Value Tradeoff. In an ideal world, you would give every qualified customer a great high-touch ‘concierge’ experience during that crucial early period.

SaaS 48

SaaS CRM Coaching Finance 48

Enghouse Interactive

OCTOBER 21, 2020

Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues. Highlight compliance issues, deviations, exceptions, and treat them accordingly.

Self service 76

Self service Contact Center Benchmark Chatbots 76

JustCall

AUGUST 26, 2022

Even small businesses may benefit from contact center software, including features like staff management capabilities, coaching automation, etc. APIs are used in CPaaS to link apps from various vendors. How Does CCaaS Work? It mostly merges your current communication tools, but it may also incorporate extra services.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Call Center 52

JustCall

AUGUST 5, 2022

Intelligent Call Routing Available Available Real-Time Activity Dashboard Available Available for Accelerator and Enterprise plans Calendar Integration JustCall’s in-house Appointment Scheduler is available, plus other calendar integrations are also available Outlook and Google Calendar integrations available Greetings Prompt Available Not Available (..)

call center software 52

call center software Call Center Enterprise Engineering 52

Callminer

JULY 15, 2019

Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint. Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester. Register for 11am EST / 8am PST Session . Register for 10am BST Session. Register for 3pm EST / Noon PST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Natalie Petouhof

FEBRUARY 24, 2016

Nova provides image generation capabilities (platform and toolset) as a service, APIs to allow customers to create film-quality 3D assets, video and static advertising imagery enabling the delivery of highly personalized and interactive videos to customers. Certainly the ways products are developed has really changed.

Government 40

Government Consulting Consulting Analytics 40

SmartKarrot

JANUARY 6, 2022

With any software mentioned in this list, you can run quicker call QA, deliver personalized SDR coaching, and enhance conversation outcomes like improved CSAT, higher NPS, better sales, etc. Conversation intelligence helps the sales manager find areas where the representatives require sales coaching. CallHippo Coach. includes –.

Coaching 10

Coaching SaaS Benchmark Feedback 10

AWS Machine Learning

JUNE 28, 2023

Solution overview Amazon Rekognition and Amazon Comprehend are managed AI services that provide pre-trained and customizable ML models via an API interface, eliminating the need for machine learning (ML) expertise. The RESTful API will return the generated image and the moderation warnings to the client if unsafe information is detected.

APIs 83

APIs Advertising Engineering Construction 83

JustCall

APRIL 9, 2024

These features allow you to analyze call recordings , identify potential coaching opportunities, and provide targeted feedback. These tools support knowledge sharing, coaching, and real-time support for agents. Custom integrations and workflow automation with public API. Provide live coaching with real-time call monitoring.

voip 40

voip Sales Scripts CRM 40

JustCall

FEBRUARY 20, 2024

JustCall is easier to integrate: JustCall boasts 100+ integrations for CRMs , webhooks, or APIs, offering seamless compatibility with various business tools. Orum only offers a few native integrations and its API for developing custom integrations. JustCall’s Sales Dialer also offers an AI-powered dynamic dialer, which Orum does not.

Sales 52

Sales APIs Scripts Analytics 52

AWS Machine Learning

MARCH 14, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon via a single API, along with a broad set of capabilities you need to build generative AI applications with security, privacy, and responsible AI.

Engineering 105

Engineering APIs Technology Finance 105

SmartKarrot

FEBRUARY 22, 2021

Coach users to be experts on the terminal, Excel add-in, API and data integration. Help the commercial teams uncover upsell/cross-sell opportunities based on clients’ needs. Proactively align client’s goals with Kpler’s.

Upselling 10

Upselling Technical Support APIs Accountability 10

CSM Magazine

APRIL 12, 2023

Predictive quality scoring, streamlined evaluations, and smarter insights for more targeted coaching with AI and automation-powered Quality Management. Open APIs (Application Programming Interfaces) and hundreds of prebuilt integrations make customization straightforward and seamless.

APIs 52

APIs Analytics Coaching Morale 52

SmartKarrot

DECEMBER 28, 2020

Coach users to be experts on the terminal, Excel add-in, API, and data integration. Help the commercial teams uncover upsell/cross-sell opportunities based on clients’ needs. Proactively align client’s goals with Kpler’s.

Engineering 10

Engineering APIs Upselling Coaching 10

Balto

NOVEMBER 2, 2023

Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses. It starts with a simple server API server request, and since most softphone systems offer native APIs or features, we’re able to customize the integrations for your enterprise.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52