DMG Consulting

OCTOBER 13, 2021

They want to be able to adapt their customer-facing solutions quickly and easily and they increasingly expect their CBCCI solution to come with workforce optimization (WFO)/workforce engagement management (WEM) modules (quality management (QM), workforce management (WFM), surveying, etc.).

Consulting 48

Consulting Consulting Contact Center Marketing 48

Playvox

NOVEMBER 18, 2021

For example, if you already use Playvox workforce management software , adding our quality management module is straightforward and quick. Cloud solutions that use customizable APIs make these critical integrations a snap. Easily integrate with other solutions. Notice how we keep using the word “easily”?

contact center solutions 52

contact center solutions Cloud contact Contact Center Schedule adherence 52

Playvox

JANUARY 13, 2022

Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. Getting Technology Right. The second group of megatrends is technology related.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Vonage

JANUARY 30, 2019

Open standards, cloud functionality, programmable micro services and APIs, combined with AI smarts, now offer the budding Lego builder entirely new possibilities. Aligning Quality Management With Customer Experience. We have come a long way since contact centre infrastructure was housed in proprietary hardware and software.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

DMG Consulting

MAY 6, 2022

For this reason, many enterprises want an all-in-one CCaaS solution that comes with the WFO/WEM modules they need (advanced recording, quality management, workforce management, interaction analytics, surveying, etc.) But there are also many enterprises that want to build their own cloud-based contact center environments.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

AWS Machine Learning

APRIL 30, 2024

This can make it challenging to scale quality management within the contact center. Transcribe Call Analytics is a generative AI-powered API for generating highly accurate call transcripts and extracting conversation insights to improve customer experience, agent productivity, and supervisor productivity.

Analytics 95

Analytics APIs Customer Service Entertainment 95

DMG Consulting

DECEMBER 10, 2018

The “platform as a service” paradigm, which essentially leverages application programming interfaces (APIs) to build out functional capabilities, makes it easier to build your own solution (BYOS). It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

AWS Machine Learning

JULY 29, 2022

In traditional centralized data lake architectures, the data producers often publish raw data and pass on the responsibility of data curation, data quality management, and access control to data and infrastructure engineers in a centralized data platform team.

Government 78

Government Banking Analytics Accountability 78

CSM Magazine

APRIL 12, 2023

With the AppFoundry, Genesys makes it easy for customers who are looking for an enterprise-grade solution like Calabrio ONE to select the best solution for their business starting with a connector for the full Calabrio ONE suite, or separately by product: Calabrio Workforce Management , Calabrio Quality Management and Calabrio Analytics.

APIs 52

APIs Analytics Coaching Morale 52

Enghouse Interactive

JULY 10, 2018

By selecting Enghouse Interactive Communications Center (CC) and Quality Management Suite (QMS), Partner Colorado Credit Union found a solution that was intuitive, highly functional, reliable and that provided visibility into each touchpoint of the member experience.

Self service 40

Self service CRM Contact Center Analytics 40

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. The segmentation of tools leads to silos.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. The existence of a CPaaS industry (Communications Platform as a Service) has trained customers to expect APIs to customize their application.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

UJET

JULY 7, 2020

Other support tools, like workforce management and quality management, are following as well. Quality customer service is the end goal of every team. Teams discover quality trends, NPS scores, customer surveys, and anonymous feedback. The segmentation of tools leads to silos.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Key Learnings from Kate Leggett and Steve Nattress.

Self service 76

Self service Contact Center Benchmark Chatbots 76

JustCall

APRIL 5, 2023

Lacks robust lead generation tools Flexible and customizable platform with a user-friendly interface Poor call quality from time to time Application programming interfaces (APIs) and software development kits (SDKs) available Customer service is great It has a Getvoip rating of 3/5 stars.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Calabrio

MARCH 2, 2020

Businesses can design and iterate on new customer and agent experiences using the creativity of developers, API-based programmability and scale globally using built-in connectivity. Another example is how Twilio Flex and Calabrio ONE work together to improve quality management.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Hodusoft

NOVEMBER 29, 2022

It provides simple interfaces for non-technical users. Exceptionally fast integration. Excellent uptime. Cons : Some reports of technical issues. Unavailability of pricing plans.

Contact center software 40

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

Enghouse Interactive

SEPTEMBER 3, 2021

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contact center solutions 42

contact center solutions Self service Quality management APIs 42

SharpenCX

JANUARY 29, 2020

How does your contact center platform help supervisors monitor and manage agent performance? Does your platform include quality management functionality? Can APIs provide for integration to additional third-party systems? Which channels are supported? Does your contact center platform include a configurable IVR?

call center software 90

call center software Call Center Customer Experience Contact Center 90

8x8

FEBRUARY 6, 2019

Quality management. Performance management tool built around collaboration and coaching. Workforce management. Workforce management. Contact center analytics. Analytics to know what is working and to fix what isn’t. Customer experience analytics. VIsibility into customer interactions and IVR usage.

Analytics 48

Analytics CRM APIs Contact Center 48

PeopleMetrics

MAY 16, 2018

After all, continuous improvement is the single biggest charter in the world of ISO certification and Total Quality Management. We call this process “ closed loop feedback management.”

Surveys 48

Surveys Customer Experience Finance APIs 48

Hodusoft

FEBRUARY 14, 2020

Users have expressed satisfaction with Genesys product performance and services that help them to integrate the system into their infrastructure with API, activity dashboard and CRM integration. It does offer open API to help users customize systems. The company offers phone and online support.

call center software 52

call center software Call Center Contact center software voip 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

CTI offers simple APIs, allowing you to integrate it with existing software like your CRM, helpdesk and database. Quality management applications are used to measure how well call center agents adhere to internal policies and procedures. Areas Where CTI Helps.

call center workforce 54

call center workforce Call Center Technology Management 54

Enghouse Interactive

SEPTEMBER 3, 2021

Single-Sourced. Always Available. Unified Communications. Contact Center Solutions. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Because your organization needs to. And now, because you can.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66