Eptica

NOVEMBER 24, 2022

Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease. You might also be interested in these posts: What’s driving customer facing technology investment in local councils?

Cloud contact 126

Cloud contact Best practices Banking Technology 126

NobelBiz

DECEMBER 5, 2023

The technology’s scalability ensures efficient handling of call volumes, while features like selective forwarding enhance customer service by directing calls to specialized agents, contributing to a more streamlined and responsive contact center operation.

voip 104

voip Cloud contact Contact center software Contact Center 104

Talkdesk

OCTOBER 15, 2020

Traditional banks aren’t just competing against each other anymore. When a consumer has a seamless shopping journey on Amazon Prime Day, a catered journey through Google searches and taking Ubers across town, that consumer sets the same expectation of a seamless digitally intelligent journey in banking.

Banking 67

Banking Cloud contact CRM Contact Center 67

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Aspect

NOVEMBER 5, 2018

If you’re on a tight budget, you may be concerned that a new system will break the bank. However, moving to the cloud can save you money since a cloud contact center is an OPEX cost there is no upfront CAPEX cost. Many contact centers carry additional seats at great expense to accommodate unexpected call volume.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

Spearline

MARCH 27, 2023

(L-R) Luan Tran, CTO and Co-Founder of Cyara; Kevin Buckley, CEO and Co-Founder of Spearline; Alok Kulkarni, CEO and Co-Founder of Cyara; and Matthew Lawlor, CTO and Co-Founder of Spearline Strategic acquisition expands Cyara’s solutions for AI and cloud contact center migration assurance SILICON VALLEY, Calif.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

Cisco - Contact Center

DECEMBER 10, 2019

The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. Artificial Intelligence Transforming Call Centers. Recent Advances that are transforming the IVR Experiences.

Interactive Voice Response 81

Interactive Voice Response Call Center Contact Center Self service 81

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery. Cloud Contact Center for SMBs.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

MARCH 18, 2020

Aside from your cloud contact center platform, agents will need access to your knowledge base, customer files, SOPs, CRM, and ticketing system, too. Learn how Vibrant Credit Union moved to a video banking model and saw success skyrocket. My agents don’t have access to technology at home. Need proof?

Call Center 94

Call Center Morale Coaching Cloud contact 94

NICE inContact

MAY 12, 2017

As each of these business functions reinvent themselves for a digital world, the impact of technologies like analytics, artificial intelligence and the Internet of Things will be felt across all of these processes. Is Cloud Contact Center the New Normal?

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

VocalCom

FEBRUARY 27, 2018

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

NICE inContact

JULY 31, 2019

toying with the idea of waiting until intermission before calling the bank. On my mother’s advice I agreed that it’d be foolish to delay reporting it to the bank and started looking up the bank’s ‘Lost and Stolen’ hotline on my mobile phone. I kept double-checking my pockets for my ATM card (no luck!),

Customer Experience 56

Customer Experience Banking Interactive Voice Response Contact Center 56

NobelBiz

JANUARY 3, 2022

However, few have a solid grasp on how to monetize the omnichannel business model in the context of a contact center. This webinar is intended for contact center executives investigating omnichannel technologies. In this scenario, the client is directed to enter his bank information on his phone’s keypad.

Contact Center 52

Contact Center Call Center Consulting Consulting 52

Fonolo

JANUARY 9, 2018

Ovum’s Ranking of Cloud Vendors. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Global bank ING used Twilio to replace a legacy Avaya call center. Webinar] 3 Critical Contact Center Trends to Watch in 2018. Who is Twilio-Powered?

Call Center 65

Call Center Multichannel APIs Contact Center 65

Expivia

APRIL 1, 2021

Technology is evolving so quickly that every year there is something new that will make our call center life easier. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years. Cloud Contact Centers. Crystal Ball – The Call Center of 2025. Let’s talk about the future.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

VocalCom

JUNE 25, 2018

While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. Many companies have made the chatbot experience a seamless one by integrating the technology with messaging apps.

Chatbots 48

Chatbots Customer Service Contact center software Self service 48

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

VocalCom

APRIL 9, 2018

While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Then, use the technology to offer customers personalized recommendations based on their purchase history. Use text analytics to offer superior service.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

CSM Magazine

JANUARY 20, 2022

“The pace of change within the Contact Center industry is unprecedented,” said , “More importantly, the behaviors and expectations in terms of quality of experience for consumers and agents have evolved so drastically over the last few years that no user centric organization can ignore Customer Experience assurance anymore.”. About Hammer.

Contact Center 10

Contact Center Interactive Voice Response Healthcare Multichannel 10

CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. The death of voice as a contact channel for banking customers has been over-hyped. The expectation that customers would switch to mobile apps and online banking instead hasn’t happened.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

CSM Magazine

AUGUST 18, 2022

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer. The largest contact centers around the world rely on Hammer and its proven technology to guarantee optimal customer experience and business outcomes.

Interactive Voice Response 10

Interactive Voice Response Contact Center Self service Healthcare 10

Concentrix

SEPTEMBER 13, 2023

Learn how agile implementation and a flexible, responsive delivery model enabled one of our fintech clients to scale without on-premise investments.

Contact Center 62

Contact Center Banking Cloud contact Technology 62

AWS Machine Learning

NOVEMBER 6, 2023

Although protecting customer privacy and safety is important in general to contact centers, it’s even more important to mask sensitive information such as bank account information and Social Security numbers before generating automated call summaries, so they don’t get injected into the summaries.

Contact Center 106

Contact Center CRM Analytics Average Handle Time 106

NobelBiz

JULY 25, 2023

It’s the technological marvel that deciphers vast streams of customer interactions, offering invaluable insights to the very heart of a business’s operations. Let’s explore the application of interaction analytics in three critical industries – Retail, Healthcare, and Banking and Finance.

Analytics 98

Analytics Call Center Scripts Contact center software 98

NobelBiz

FEBRUARY 22, 2022

However, Voice over Internet Protocol, or VoIP, enables telephone technology to be used via broadband Internet connections. The following are the primary benefits and avantage of hosted VoIP phone systems for contact centers telecommunications : Improved flexibility and mobility With a VoIP system, you can answer calls from anywhere!

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

NobelBiz

AUGUST 11, 2022

That’s where CCaaS – Contact Center as a Service comes in. Indeed, the flexibility of CCaaS technologies allows businesses to readily adapt to the demands and operations of the industry. Greater Automation Choosing a contact center cloud plattform gives your organization flexibility and security.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52

NobelBiz

APRIL 21, 2022

Consumers have become more competitive and erratic as a result of the rise of social media and new emerging technologies. With the growth of online shopping, brands have had to redefine their engagement strategies and by extension contact centers. And this is a decisive factor in the relationship between brands and clients.

Contact Center 52

Contact Center Interactive Voice Response CRM Call Center 52

NobelBiz

FEBRUARY 22, 2023

This circumstance may have sped up the use of digital technologies by five years. And what technologies and trends should contact centers embrace now? This entails utilizing open technology to adapt to limits and incorporate future advancements. more quickly and without waiting time via digital channels.

Customer Experience 52

Customer Experience Multichannel Contact Center Chatbots 52

NobelBiz

FEBRUARY 22, 2023

This circumstance may have sped up the use of digital technologies by five years. And what technologies and trends should contact centers embrace now? This entails utilizing open technology to adapt to limits and incorporate future advancements. more quickly and without waiting time via digital channels.

Customer Experience 52

Customer Experience Multichannel Contact Center Chatbots 52

NobelBiz

APRIL 18, 2021

Payment processing apps: This piece of software is crucial for industries such as debt collections, fundraising, sales, banking, and many more. These technologies, like money transfers, card payments, payment processors, and point-of-sale systems, should always be upgraded as the technology improves and enables new opportunities.

Call Center 52

Call Center call center software Contact Center APIs 52

NobelBiz

JANUARY 17, 2022

For 2022 and beyond, Contact Centers must focus on improving their technologies by having a unified contact center solution encompassing all their tools, customer Data, and agents’ efforts. Choosing a concentrated set of interfaces results in significant time savings, and that’s where CCaaS Solutions comes in!

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

USAN

MAY 10, 2017

Banks are another example. Technology Today Supports the Blended Bucket. Then adopt technology that provides an abstraction layer across these channels so that interactions are handled consistently and seamlessly from self-service to assisted service. Focus your investment. Embrace an Omnichannel Approach.

Contact Center 40

Contact Center Self service Government contact center solutions 40

AWS Machine Learning

NOVEMBER 28, 2022

For example, WaFd Bank, a full-service US bank, improved its customer experience with Talkdesk (a global cloud contact center company) and AWS Contact Center Intelligence (CCI) solutions, reducing call times by up to 90%. References. Zhou et al., “A 820-838, May 2021, doi: 10.1109/JPROC.2021.3054390. 2021.3054390.

Healthcare 83

Healthcare Analytics Banking Enterprise 83