Aspect

JUNE 20, 2018

The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

Self service 59

Self service Technology Interactive Voice Response Customer Experience 59

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans. More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! 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% Doing so will transform your contact center from a cost-center into a revenue generator. AI, Teams UC and Video. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

NICE inContact

SEPTEMBER 11, 2018

While artificial intelligence (AI) continues to transform the way businesses engage with customers, contact centers are still learning how to best leverage the next-gen technology. Some have turned to AI to power virtual agents, chatbots and other self-service channels. Read the full article on ICMI.com.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Mindtouch

MAY 19, 2020

After all, social distancing in the contact center is difficult to achieve. For hordes of tech laggards everywhere, this resulted in a hasty move to cloud contact center software—a move that they had put off for so long that if finally just turned around and sneezed on them. Things have not gone quite according to plan.

Technology 118

Technology Self service Chatbots Contact Center 118

NobelBiz

FEBRUARY 20, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

VocalCom

JUNE 18, 2020

An all-in-one Cloud contact center platform can harness data from all sources, applications and touch points and then convert it into real-time and historical actionable insights. Want to know more about the evolution of contact centers ?

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Cisco - Contact Center

DECEMBER 10, 2019

73% want the ability to solve product/service issues on their own. 83% use self-service options when available. A traditional IVR is not able to help to achieve these high quality service levels as it has several limitations resulting in poor Customer Experience ( Reference ). Enhanced Self-Service Solutions.

Interactive Voice Response 94

Interactive Voice Response Call Center Contact Center Self service 94

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

FEBRUARY 6, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

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. Invest in Self-Service with a Purpose. When done right, customers prefer self-service.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Concentrix

MARCH 15, 2024

Find out how coupling CCaaS benefits with the power of generative AI can provide smarter self-service options and hyper-personalized CX.

Customer Experience 62

Customer Experience Self service Personalization Cloud contact 62

NobelBiz

MARCH 26, 2024

A calling process may include taking the caller through an IVR (Interactive Voice Response System) process or forwarding the call to the correct contact center agent. – Salesforce Asia Blog Customer Experience Automation (CXA) represents a new era in customer service.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

NICE inContact

MARCH 28, 2019

Contact center technology provides a way to create a call center that s both efficient and effective. Basic functions include placing customers into queues during busy times, routing calls to properly trained employees based on the caller’s need, and providing self-service options with an IVR.

Call Center 61

Call Center Cloud contact Contact Center Interactive Voice Response 61

Callminer

DECEMBER 17, 2019

Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” contact centers spend $12.4 ” – Kate Leggett, 2018 Customer Service Trends , Forrester; Twitter: @forrester. “U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

NOVEMBER 6, 2019

and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. 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.

APIs 54

APIs Self service Contact Center Cloud contact 54

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. Invest in Self-Service with a Purpose. When done right, customers prefer self-service.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Inbenta – Hybrid chat and chatbots with NLP-powered search.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Contact Center 92

Contact Center contact center solutions Enterprise Cloud contact 92

Concentrix

NOVEMBER 30, 2023

Find out how coupling CCaaS benefits with the power of generative AI can provide smarter self-service options and hyper-personalized CX.

Customer Experience 62

Customer Experience Self service Personalization Cloud contact 62

Enghouse Interactive

AUGUST 30, 2021

For example clearing for university places after A-level results are announced in August is the busiest time for higher education institutions, as we explain in this recent blog post. For example, demand for food delivery services dramatically increased during lockdowns. Increase capacity via the cloud.

Customer Service 58

Customer Service Self service Cloud contact Chatbots 58

Cisco - Contact Center

FEBRUARY 18, 2020

An intuitive conversational IVR, powered by Google Dialogflow improves customer self-service experiences over the phone by easily adding modern speech interfaces to existing self-service options. Innovative AI-Powered Self-Service. appeared first on Cisco Blogs.

Contact Center 130

Contact Center Enterprise Self service contact center solutions 130

VocalCom

MARCH 26, 2018

Give customers reliable self-service options. Many people like the idea of self-service, as it can save time and effort. A BT study found that, while 73% of respondents liked using digital self-service tools, 92% experienced problems using them. But that’s not the case when such tools are not optimized.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

NobelBiz

APRIL 2, 2024

Everything you need to know Advanced IVR Systems Interactive Voice Response (IVR) systems streamline inbound call routing by offering self-service options and directing callers to the appropriate agents or departments based on their needs. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. More Blogs Menu.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. of all contact centre inbound interactions.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

NICE inContact

OCTOBER 18, 2019

Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe report here. The post NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe appeared first on NICE inContact Blog.

Contact Center 48

Contact Center Cloud contact Self service CRM 48

NICE inContact

AUGUST 1, 2019

The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog. Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

NICE inContact

OCTOBER 18, 2019

Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, North America 2019 report here. The post NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America appeared first on NICE inContact Blog. That’s CXone.”.

Contact Center 48

Contact Center call center software CRM Cloud contact 48

VocalCom

DECEMBER 11, 2017

While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences. IVR systems provide many rich features that enhance the self-service experience.

Interactive Voice Response 89

Interactive Voice Response Customer Service Self service Contact center software 89

NICE inContact

AUGUST 1, 2019

The post Boost Revenue in 8 Easy Steps appeared first on NICE inContact Blog. Get more information about CX strategy, building loyalty, turning customers into advocates, and growing revenue by downloading Blueprint for Growth: The Ultimate Guide for Turning Customers into Advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

Aspect

JUNE 22, 2018

This is where cloud contact center solutions can help you seamlessly integrate your technology with the customer experience, regardless of the mode of communication, or who was working to solve a problem or answer an inquiry. Data suggests that the majority of people prefer a self-service option.

Technology 48

Technology Self service contact center solutions Cloud contact 48

VocalCom

FEBRUARY 12, 2018

Enable self-service. Empower customers through self-service by offering IVR menus, providing a discussion forum on your website with answers to frequent questions, and producing engaging video tutorials that help them find quick solutions. Customers are often happy to help themselves, especially when they save time.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86