Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Lambda receives the iterative transcripts from EventBridge, determines when a conversation is complete, and invokes the Transcript API within Genesys Cloud and drops the full transcript in an S3 bucket.

Chatbots 97

Chatbots APIs Self service Contact Center 97

NICE inContact

SEPTEMBER 25, 2019

Contact centers are no exceptions. Contact center execs are keen on leveraging AI for the right use cases and the one team they rely heavily is IT. As IT leaders, here are some key aspects to think through as you roll out an AI project in your contact center. But it shows high potential.

Contact Center 54

Contact Center APIs Chatbots Self service 54

Hodusoft

MARCH 6, 2024

In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

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”. In this use case, Acme CC is paying their agents $17 per hour.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

AWS Machine Learning

APRIL 18, 2024

Check out the following demo to see how it works. For example, this could be a softphone (such as Google Voice ), another meeting app, or for demo purposes, you can simply play a local audio recording or a YouTube video in your browser to emulate another meeting participant. Choose Monitoring in the navigation pane to see API metrics.

APIs 111

APIs Accountability Analytics Entertainment 111

Aspect

JANUARY 25, 2021

Our innovative customers can now leverage Google with the help of our Prophecy media browser the Google STT (automatic speech recognition tool) and text-to-speech APIs. If you’d like to learn more about Aspect CXP 20 or view a demo , we’d love to talk! Aspect CXP is well equipped to assist organizations adapt to these new challenges.

Self service 118

Self service APIs Chatbots Engineering 118

Xaqt

JULY 20, 2020

Built on the Twilio's Programmable Voice and Messaging APIs, Twilio Flex provides full control over most aspects of your contact center. However, Twilio Flex lacks critical reporting and dashboard functionality that most contact centers require. Get a Demo. Personal Insights and Dashboards Alerting.

APIs 52

APIs Contact Center Call Center Government 52

ConvergeOne

MAY 4, 2021

At its most basic level, CPaaS is simply an API-based model for accessing carrier services and the media processing resources associated with those carrier services. All they had to do was become a regulated carrier (if they weren’t already) and sell their services not in the form of regular trunks, but as API-based web services.

APIs 63

APIs Transportation voip Contact Center 63

ShepHyken

DECEMBER 13, 2019

Consider the number of critical APIs that are embedded. Double the APIs – quadruple your problems! Leslie Cottenje notes that it is important to question: how real is the demo? Demo environments are at risk of being engineered to appear perfect. Does the vendor have a proven track record with your legacy systems?

APIs 254

APIs Enterprise Government Customer Experience 254

CX Global Media

AUGUST 9, 2018

We curate the journeys that go from initiation of a problem all the way to the contact center and help them get the best experience – their ability to share photos, videos, spell out names in real-time so that there are no risk factors involved. We cover all three entry points and we do voice and chat, both.

Customer Support 149

Customer Support Contact Center Coaching APIs 149

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . To keep engagement high, contact centers need team leaders who are dedicated to the important task of training, coaching, and mentoring their agents. Automate Reports.

Management 86

Management Schedule adherence Coaching Contact Center 86

ConvergeOne

MAY 4, 2021

At its most basic level, CPaaS is simply an API-based model for accessing carrier services and the media processing resources associated with those carrier services. All they had to do was become a regulated carrier (if they weren’t already) and sell their services not in the form of regular trunks, but as API-based web services.

APIs 40

APIs Transportation voip Contact Center 40

SmartAction

DECEMBER 3, 2020

Healthcare agencies and public health organizations are seeing a drastic uptick in the number of calls to their contact centers. EHR platforms have recently exposed APIs for AI to capture new patients that aren’t already in the system. Conversational AI in the Age of COVID.

Virtual Agent 74

Virtual Agent Healthcare Self service APIs 74

Hodusoft

AUGUST 30, 2022

Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. CCaaS is the short form of Contact Center as a Service. In this blog, we will get a detailed insight into all these three cloud-based technologies.

APIs 52

APIs Interactive Voice Response Contact Center voip 52

Quiq

OCTOBER 12, 2021

Perhaps one of the most important new features of Messenger’s API support for Instagram is that it enables customers and brands to initiate automated conversations through various entry points on the platform. See a Demo Today. Engagement: How To Start Conversations on Instagram. Purchase: Helping Shoppers Find the Right Products.

APIs 52

APIs Enterprise Personalization Management 52

SmartAction

MARCH 1, 2022

Integrating CRMs, ERPs, contact centers, and other business applications is simple through APIs. See a Demo. For example, with SmartAction, you can deploy virtual agents as demand for representatives grows with call volume increase. The Takeaway. SaaS and MSaaS aren’t the same things. Get Started.

Management 74

Management SaaS Virtual Agent Automotive 74

Quiq

SEPTEMBER 29, 2021

Quiq has standard support for Stripe and Braintree payments platforms and integrates with any brand’s payment processing platform, through the Quiq Payments API. . Contact info@quiq.com to schedule a product demo of Quiq’s payments and/or survey features or learn more at [link]. . About Quiq.

Surveys 89

Surveys APIs Feedback Enterprise 89

Babelforce

OCTOBER 20, 2023

Von den Tausenden von Anfragen, die ein mittelgroßes Contact Center täglich erhält, betreffen zwischen 50 und 90 % die gleichen Fragen. (Im Es kennt Ihre standardisierten Contact Center Prozesse. Wenn Sie unser Demo-Video bereits gesehen haben, haben Sie ein klassisches Beispiel gesehen. Es kann stetig dazu lernen.

Self service 52

Self service Interactive Voice Response Contact Center Chatbots 52

Babelforce

OCTOBER 20, 2023

Von den Tausenden von Anfragen, die ein mittelgroßes Contact Center täglich erhält, betreffen zwischen 50 und 90 % die gleichen Fragen. (Im Es kennt Ihre standardisierten Contact Center Prozesse. Wenn Sie unser Demo-Video bereits gesehen haben, haben Sie ein klassisches Beispiel gesehen. Es kann stetig dazu lernen.

Self service 52

Self service Interactive Voice Response Contact Center Chatbots 52

Xaqt

FEBRUARY 4, 2020

This type of AI-IVR capability enables your contact center to voice automate customer interactions that previously required a live agent. Schedule a Demo or Discovery Call. Then its just a matter of of providing us your Zendesk API key and you're up and running.

Interactive Voice Response 52

Interactive Voice Response APIs Technical Support Self service 52

Babelforce

AUGUST 22, 2023

Of the thousands of daily inquiries a medium sized contact center gets, somewhere between 50-90% of them concern the same questions. It knows your standardized contact center processes. If you’ve seen our demo video already you’ll have seen a classic example. In practice, what does that mean? It can learn.

Self service 52

Self service Interactive Voice Response Contact Center Chatbots 52

Hodusoft

NOVEMBER 9, 2022

Here are some of the features any IP PBX software should have: Read Also: 5 Reasons Why Financial Institutions Must Invest In Contact Center Software WebRTC: Web-based Real-Time Communication features are essential to cut the communication time gaps for ensuring greater productivity. Get a Free Demo.

voip 52

voip CRM Analytics Telecommunications 52

SmartAction

MARCH 18, 2019

The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetitive call types. For more examples, watch our webinar: 4 Ways Virtual Agents Are Automating the Contact Center.

Virtual Agent 68

Virtual Agent Interactive Voice Response APIs Contact Center 68

Aspect

NOVEMBER 30, 2018

Vielzahl von APIs für die externe Integration mit CRM Systemen und Unternehmensdatenquellen. Eine offene SaaS-Architektur mit robusten APIs stellt sicher, dass Unternehmen die Systeme und Betriebsabläufe, die sich auf das Kundenerlebnis auswirken, zusammenführen können. Zur Anmeldung.

APIs 51

APIs Self service SaaS Interactive Voice Response 51

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Call Center?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

NICE inContact

FEBRUARY 29, 2016

The contact center is truly the front line in this battle. You can hear me talk more about this topic during the Contact Center Market Update and Executive Forum on Monday, March 7 from 9:00-10:45 am. Stop by booth #221 to see live demos of our cloud solution and enter to win prizes. Driving new business models.

APIs 49

APIs Healthcare Contact Center Enterprise 49

Customer Service Life

JANUARY 22, 2018

This was basically license for a few of us to watch a lot of sales demos and get familiar with the variety of support technology on the market. At the end of each of these demos, I’ve been left asking, “When does it make sense to switch to a platform like this?” We see a sprinkling of others but these two are the biggies.

Customer Service 60

Customer Service APIs Contact Center CRM 60

AWS Machine Learning

APRIL 16, 2024

Similarly, you can use a Lambda function for fulfillment as well, for example writing data to databases or calling APIs save the collected information. Although it’s generally not advised to embed code in CloudFormation templates, we do so here solely for the sake of making the demo deployment less complicated.

Management 88

Management Construction APIs Chatbots 88

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Avaya

SEPTEMBER 29, 2016

To build the Smart City foundation that 22 Capital Partners and Avaya have envisioned, we’ve rolled in Avaya’s Software-Defined Network (SDN-Fx) technology, Contact Center, Unified Communications, Customer Engagement and Avaya Breeze™ software solutions. Meanwhile, the dispatch center can push video on how to perform CPR, for example.

Government 79

Government APIs Healthcare Banking 79

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

Platform28

OCTOBER 19, 2016

Newer hosted and cloud contact center solutions – These solutions offer more flexibility by including APIs, but generally limit scale and flexibility. Contact us for a demo. Where will it go next? Again, we don’t know. That’s what we’ve built just for you. The post How Will Your Customers Engage in 2020?

Interactive Voice Response 40

Interactive Voice Response APIs contact center solutions Cloud contact 40

ViiBE Blog

JULY 30, 2021

What is a contact center? Call Center , Customer experience , Remote operations. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? How to enhance the contact center experience. ViiBE Blog. Natalia Barszcz.

Contact Center 52

Contact Center Automotive Transportation Analytics 52

AWS Machine Learning

NOVEMBER 22, 2023

Interact with several demos that feature new applications, including a competition that involves using generative AI tech to pilot a drone around an obstacle course. Also learn how prompts can be integrated with your architecture and how to use API parameters for tuning the model parameters using Amazon Bedrock. Reserve your seat now!

Engineering 113

Engineering Best practices APIs Government 113

Quiq

AUGUST 17, 2021

Most recently, Facebook extended its Messenger’s API to support automated business messaging on Instagram, further extending its reach into one of today’s most popular social networks. See a Demo Today. Facebook’s Messenger service was opened up to businesses in 2016 and, since then, it has surged in growth and adoption.

Customer Service 52

Customer Service Customer Support Self service APIs 52