OctopusTech

FEBRUARY 13, 2018

Cloud Contact centers have been gaining popularity recently. The reason being simple enough, as the times are changing so is the need to change the way we are used to looking at call centers till now. Keeping the above points in mind, let’s find out how cloud contact centers are revolutionizing the customer experience.

Cloud contact 59

Cloud contact Contact Center Customer Experience Call Center 59

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Indeed, in a significant number of enterprises, measures of customer experience, such as Net Promoter Score (NPS), have made their way into executive compensation.

Contact Center 98

Contact Center contact center solutions Enterprise Cloud contact 98

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. But it may have been five years or more since you last evaluated technology options or vendors for call center software. Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact center software 55

Contact center software Contact Center Enterprise Cloud contact 55

Cisco - Contact Center

SEPTEMBER 17, 2020

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. We’ve also introduced more channels when Webex Experience Management is integrated at the contact center agent desktop.

contact center solutions 130

contact center solutions Contact Center Surveys Enterprise 130

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. When a contact center agent does get involved, the Sharpen platform combines consumer-grade user experience and enterprise-grade functionality to empower agents to do what they love doing: making customers happy.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months.

Best practices 87

Best practices Contact Center Cloud contact Enterprise 87

Noble Systems

MAY 4, 2021

Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar?

Contact Center 134

Contact Center Enterprise Self service contact center solutions 134

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Cloud, cloud and more cloud.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Cisco - Contact Center

JANUARY 21, 2020

The language barrier is undoubtedly and historically adding complexity to international business, and this is especially true when we consider Contact Centers and the high-quality customer experience they have to deliver in business-to-consumer services. Narrowing the Call Center Gap.

Contact Center 94

Contact Center contact center solutions Cloud contact Call Center 94

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. So where are the boundaries in a contact center? Contact centers are the execution point for business outcomes and represent the frontline of boundary interaction.

Contact Center 126

Contact Center contact center solutions Transportation Government 126

Noble Systems

MAY 4, 2021

Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries. We get a lot of questions about managing contact centers, building successful customer contact strategies, and how new technologies can help impact the customer experience.

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! will have extended Teams to their contact center for voice and 31.1% Successful companies more likely to use cloud services and are more successful when they do. Using cloud contact center platforms drives more revenue (54.1% AI, Teams UC and Video. . New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Cisco - Contact Center

FEBRUARY 5, 2020

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI). Conclusion.

Contact Center 83

Contact Center contact center solutions Virtual Agent Interactive Voice Response 83

NICE inContact

MARCH 23, 2016

Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

Aspect

NOVEMBER 5, 2018

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? Learn more about how Aspect’s cloud contact center solution can work for your business.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog. How do you know how your organization is really doing?

Benchmark 55

Benchmark Contact Center Best practices Enterprise 55

NICE inContact

AUGUST 19, 2019

That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog. How do you know how your organization is really doing?

Benchmark 54

Benchmark Contact Center Best practices Enterprise 54

NICE inContact

APRIL 4, 2018

Chances are, you send office emails through Office 365, you talk to your coworker in Webex, share files in Dropbox, sign your sales contracts in Docusign, take an Uber home, watch movies in Netflix and “like” in Facebook but don’t realize how permeating these cloud applications are – be it within the enterprise or beyond.

Contact Center 48

Contact Center Finance Cloud contact Enterprise 48

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. 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. Cisco Call Center Enhancements. In release 12.5

Interactive Voice Response 98

Interactive Voice Response Call Center Contact Center Self service 98

Serenova

MARCH 7, 2019

In my last post, I shared 10 Reasons to Attend 2019 Enterprise Connect. For anyone I haven’t yet convinced, here are a few more reasons to attend one of the biggest—and most important— contact center events of the year. Get the insights you need to really evaluate the cloud. Hear from your peers. Ok, I’m joking.

Enterprise 40

Enterprise Cloud contact Contact Center contact center solutions 40

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Both contact center agents and customers benefit from a great customer service knowledge base.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. It is being held March 7-9th, 2016 in Orlando, Florida.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

Aria Solutions

JUNE 24, 2019

In previous years, the contact center was seen as an operational necessity, an important but non-strategic wing of an organization. Contact centers, and the technologies enabling them, now feature prominently in strategic decision making. Silos are one of the great challenges facing contact centers today.

Contact Center 48

Contact Center Transportation Multichannel Cloud contact 48

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Nuance

SEPTEMBER 14, 2021

Over the last few years, we’ve witnessed the accelerating transformation of the contact center with brands using digital and voice-powered technology to bring their customer engagement visions to life. That includes the shift of contact centers to the cloud. This is a summary.

Contact Center 66

Contact Center Enterprise Technology Cloud contact 66

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Joe Eisner.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

NICE inContact

OCTOBER 17, 2018

But the Houston-based company was losing sleep over its two contact centers. But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. billion in annual sales (2016).

Average Handle Time 48

Average Handle Time Contact Center Quality management Enterprise 48

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them.

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

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

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. it’s one of the best CCaaS solutions on the block.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

NICE inContact

AUGUST 13, 2019

Is your contact center keeping up? How do cloud contact centers meet these digital-forward needs? Unified platforms of complete digital service management across contact center operations. You’ll discover how contact centers like yours are implementing omnichannel experiences that exceed expectations.

Customer Service 54

Customer Service Cloud contact Contact Center Enterprise 54

Talkdesk

FEBRUARY 5, 2020

The CX Innovators Awards are separated into four different categories: CX Innovator – Celebrating companies who uniquely leveraged Talkdesk technology, either standalone or in combination with Talkdesk AppConnect partners and/or other technology, in innovative ways to solve CX/Contact Center challenges and deliver best-in-class customer experience.

Contact Center 56

Contact Center Cloud contact Customer centricity Best practices 56

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.

Coaching 88

Coaching Contact Center Morale Analytics 88

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.”.

APIs 54

APIs Contact Center Self service Cloud contact 54