pindrop

JULY 6, 2021

Contact center authentication defends your business, but many leaders are struggling with choosing the best type of authentication solution for them. Make the enrollment process seamless and straightforward by enrolling callers as they naturally engage with call center agents instead of forcing a separate enrollment process.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Cisco - Contact Center

JANUARY 10, 2023

Contact Center/Ap Development/Unified Communications Readiness. With expertise in DevOps, Infrastructure-as-Code, cloud, and Software-Defined Infrastructure, Xentaurs turns complex technology into digital solutions that are easy for businesses to consume.

Banking 145

Banking Enterprise APIs Contact Center 145

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Fonolo

APRIL 2, 2019

Key quote: “The Contact Center is going to change more in the next five years than in the last 25.” See our related post: “ AI is Not Reducing Call Center Agent Employment.”. rowantrollope has a packed house for #AI & the future of the contact center! Call Center Panel from Enterprise Connect.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

OrecX

JANUARY 16, 2018

Utilizing open source technology into your contact center brings added control, cost reduction, speed and flexibility (among other advantages) over proprietary solutions. In essence, open source technology unlocks your contact center and gives you the latitude to control your own destiny, so to speak.

Contact Center 54

Contact Center APIs Analytics Interactive Voice Response 54

pindrop

APRIL 9, 2020

Multifactor Authentication has many advantages; however, effectively getting consumers enrolled in authentication activities is mission-critical for contact center security professionals. Keep things simple with API integration whenever possible.

APIs 109

APIs Contact Center Interactive Voice Response Call Center 109

Aspect

JANUARY 25, 2021

In our latest release, we’ve taken the next step in delivering effective omnichannel self-service solutions with the integration of additional natural language understanding engines, enhanced voice capabilities, social chat support and new hosting capabilities for disposable applications.

Self service 118

Self service APIs Chatbots Engineering 118

Fonolo

NOVEMBER 13, 2018

This event showcases practical takeaways for contact center professionals via case studies from well-known companies; exclusive tours of local contact centers; and seven key learning tracks that allow you to pay attention to topics most relevant to your business. Northeast Contact Center Forum (NECCF).

Customer Service 108

Customer Service Contact Center Engineering Education 108

Avaya

MAY 31, 2018

This has helped Avaya and its Partners discover new ways of making API integration seamless and easy. These platforms offer a whole range of measurements that feed into the AI engine, enabling the customer service agent to respond to changing sentiments in real time. This partnership follows our 2017 release of Avaya Oceana 3.4

Contact Center 42

Contact Center APIs Analytics Engineering 42

Nexmo

FEBRUARY 25, 2019

Why do I love being an engineer at Nexmo, the Vonage API Platform? Because I get to work not only on the real-time communication tech we build but also on integrations with other amazing technologies. Case in point: Nexmo just became the preferred voice integration partner for IBM Voice Gateway, a SIP endpoint that you […].

APIs 113

APIs Engineering Technology Customer Support 113

Babelforce

DECEMBER 9, 2021

Few (or even zero) developers or computer engineers are required to manage, install and update the software. The scalability that SaaS platforms offer enables contact centers to better deal with these rising volumes. Simple API integrations allow systems to work together in harmony while speeding up new technology additions.

SaaS 52

SaaS APIs Contact Center CRM 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS is a cloud-based communication solution with an API enabling simple integration with any current app. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS is a cloud-based communication solution with an API enabling simple integration with any current app. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

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.

APIs 52

APIs Contact Center Call Center Government 52

Fonolo

FEBRUARY 27, 2018

The chart above tries to represent the interaction between the Twilio platform, the Amazon platform (AWS) and a sample of some of the current cloud call center products. You shouldn’t think of it as an engineering diagram, but more a mental model to illustrate the “big picture”. That becomes the absolute price floor.

Call Center 99

Call Center APIs Contact Center SaaS 99

Cisco - Contact Center

MARCH 25, 2024

I´m a Solutions Engineer working with Collaboration and Customer Experience solutions, and one thing I’ve learned is “one size does not fit all.” To deliver the most impactful business outco… Read more on Cisco Blogs

Engineering 84

Engineering Customer Experience APIs 84

Fonolo

NOVEMBER 27, 2018

Who should attend: VPs & Directors of Contact Centers. 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. Importance of Chat. Plus so Much More!

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

OrecX

OCTOBER 22, 2018

According to leading independent research organizations, AI-fueled speech analytics has become a mission-critical application for contact centers intent on improving the customer experience and unlocking a treasure trove of hidden value. Contact Center Value. Managing regulatory risk. Reducing agent turn.

Analytics 54

Analytics APIs Engineering Contact Center 54

NICE inContact

NOVEMBER 6, 2019

The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform —and it’s never looked back. Says TruGreen Senior Voice Engineer and Enterprise Architect Chris Scholl: “There’s nothing we can’t do with CXone.”. Customers throughout the U.S.

APIs 54

APIs Contact Center Self service Cloud contact 54

ShepHyken

DECEMBER 13, 2019

Consider the number of critical APIs that are embedded. Double the APIs – quadruple your problems! Demo environments are at risk of being engineered to appear perfect. They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000.

APIs 254

APIs Enterprise Government Customer Experience 254

Fonolo

NOVEMBER 22, 2018

Who should attend: VPs & Directors of Contact Centers. 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. Importance of Chat. Plus so Much More!

Omni-channel support 57

Omni-channel support Customer Service APIs Engineering 57

Fonolo

NOVEMBER 1, 2018

Who should attend: VPs & Directors of Contact Centers. 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. Importance of Chat. The Panelists. Thomas Howe.

Customer Service 69

Customer Service B2C Finance Engineering 69

Fonolo

NOVEMBER 20, 2018

Who should attend: VPs & Directors of Contact Centers. 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. Importance of Chat. Plus so Much More!

Customer Service 86

Customer Service Call Center Engineering Contact Center 86

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. 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. So, what comes next?

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Fonolo

NOVEMBER 28, 2018

The same day as my talk at TADSummit was a talk by Howard Avner on his fax-by-API company. Who should attend: VPs & Directors of Contact Centers. He leads product management for Nexmo, the Vonage API Platform. A few weeks ago, I ended a post with a jocular taunt: “Die faxes, die.” Nobody likes faxes, right?

APIs 67

APIs Call Center Engineering Contact Center 67

Babelforce

FEBRUARY 25, 2022

In a modern call center this means one thing – API integration. APIs are kind of like universal translators that help different pieces of software work together. If you’re a multi-billion dollar goliath like Amazon, you hire 1000 software engineers to build automated workflows all day. Sounds pretty complicated!

call center software 52

call center software Call Center CRM APIs 52

Xaqt

FEBRUARY 6, 2020

In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Fonolo

NOVEMBER 21, 2018

In September, they acquired Ytica to add analytics to the Twilio Flex contact center. Who should attend: VPs & Directors of Contact Centers. He leads product management for Nexmo, the Vonage API Platform. Twilio (NASDAQ:TWLO) beat expectations, reporting $169m in revenue, which is up 68% year-over-year.

Call Center 57

Call Center Contact Center Chatbots Engineering 57

Aria Solutions

OCTOBER 3, 2016

Integrating the voice channel into Salesforce also means that there will be a second routing engine active, which is evidently not aware of Salesforce’s Omni routing engine, and vice versa. Does it properly record the phone call in Salesforce, with the correct records (case and contact/account) associated to it? .

APIs 73

APIs Engineering Interactive Voice Response Contact Center 73

AWS Machine Learning

JUNE 8, 2023

And also, messaging platforms (Facebook, Slack, Twilio SMS) or third-party Contact Centers using Amazon Chime SDK and Genesys Cloud, for example. Ryan Gomes is a Data & ML Engineer with the AWS Professional Services Intelligence Practice. He leads the NYC machine learning and AI meetup.

APIs 73

APIs Chatbots Analytics Contact Center 73

Fonolo

NOVEMBER 27, 2018

Who should attend: VPs & Directors of Contact Centers. 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. Importance of Chat. Plus so Much More!

Customer Service 57

Customer Service Call Center Engineering Contact Center 57

Call Journey

OCTOBER 20, 2018

Contact centers have been recording conversations for decades as part of either regulatory obligations or future reference for service-related clarification. When analyzed, contact center conversations constitute the ultimate source of knowledge about the customers. It was originally published on Genesys blog.

Scripts 45

Scripts Customer emotions Engineering industry standards 45

Fonolo

MARCH 28, 2018

In other words, the difficulty of software engineering around voice was a constraint on innovation in call centers. Engineers with those skills are limited and companies with the capital and appetite to build-from-scratch are scarce.) Whitepaper: Why Your Call Center Should Not Send Customers to Voicemail.

Call Center 59

Call Center Engineering APIs Enterprise 59

Xaqt

JANUARY 6, 2020

Here we'll discuss the basics of a Cognitive IVR and why Conversational AI should be part of your Cognitive Contact Center or Call Center Automation strategy. In this scenario, once your Conversational AI engine has discerned why the customer is calling, it needs to be able to take automated action.

Interactive Voice Response 52

Interactive Voice Response Call Center Engineering Contact Center 52

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Cathal is an engineer who loves applying emerging technology to solve everyday problems.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

Talkdesk

JUNE 19, 2020

I was 24-years-old and had just completed my Master’s in Engineering. Do your research, get to know the background behind the hackathon, study the judging panel, the APIs, talk to former participants and go through sample applications and materials from previous editions. I started Talkdesk ® right after college.

APIs 71

APIs Contact Center Call Center Marketing 71

Fonolo

MARCH 13, 2018

The big question we talked about in those posts was whether Flex would be a “formal” cloud call center offering, with per-agent / per-month pricing or some kind of upgrade to its existing call center related APIs. It’s something new: a call center platform. Turns out it’s neither. Fascinating. But where’s Talkdesk?

Call Center 52

Call Center APIs Outbound sales Average Handle Time 52