VocalCom

NOVEMBER 26, 2018

Big data is another important resource for designing proactive customer experiences. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Give your customers the support they need proactively.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

Avaya

MAY 23, 2017

Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. Businesses must ensure customers are placed with the right resource at the right time, whether it’s in a contact center or non-contact center environment.

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42

VocalCom

JULY 30, 2018

In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. Analyzing all data meticulously is essential to having a global view of your customers’ needs. Be sure to consider all kinds of data you have collected.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

Avaya

MARCH 23, 2017

This next-generation CX is supported by several advanced technologies—big data analytics, omnichannel, automation—however, these investments are all aimed at driving one thing: contextualization. In today’s smart, digital world, companies must transform the traditional call center into an integrated, digital communications hub.

Big data 61

Big data Banking Contact Center Call Center 61

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Multichannel 56

Multichannel Contact Center Big data Metrics 56

Avaya

MAY 9, 2017

It means enterprise leaders having a firm grip on the big data that infuses their organizations. appeared first on Avaya Connected Blog. It requires executive buy-in, sponsorship, and steady leadership. Perhaps most daunting of all, it means companies working to truly know and understand their customers.

Customer Experience 76

Customer Experience Government Big data Enterprise 76

Avaya

AUGUST 2, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. The post In Digital Transformation, Initial Business Discovery is Key appeared first on Avaya Connected Blog. We’re here to help. Let’s make it happen together.

Enterprise 63

Enterprise Big data Analytics Technology 63

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Traditionally contact centers have been dealing with two main data challenges.

Multichannel 40

Multichannel Contact Center Big data Metrics 40

Avaya

JUNE 9, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. The post In Digital Transformation, Don’t Forget the Initial Business Discovery appeared first on Avaya Connected Blog.

Enterprise 41

Enterprise Big data Analytics Technology 41

Avaya

SEPTEMBER 7, 2017

Therefore companies need a single view of the customer across all contact points, events, interactions and timelines. Currently, only 42% of companies share customer data organization-wide, and only 38% have integrated disparate systems. Take your Contact Center to the Next Level. We’d love to hear what you think.

Customer Experience 67

Customer Experience Contact Center Analytics Finance 67

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which reports back to the farmer via email or text. The ticket is closed.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Avaya

JANUARY 3, 2017

As I mentioned in a previous blog , however, the problem with multi-channel service is that channels act independently in this environment. This means that any data captured across these channels is kept in silos, creating fragmented and isolated communications for customers and representatives alike. Contact us. Interested?

Enterprise 52

Enterprise Big data Contact Center Customer Experience 52