CXone Cloud Contact Center Software Helps Energy Company Soar

NICE inContact

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform.

Enterprise Contact Center Software Buyer’s Guide: Recommendations from Gartner

NICE inContact

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). 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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

An S.O.S. for Your Contact Center Software

Talkdesk

The contact center space is the most crucial element in a company’s customer relations, yet for some reason, it hasn’t evolved in decades. While most of the world evolved to adjust to the internet’s speed of information, contact centers have managed to stay mostly unchanged.

Contact Center Software In the Cloud: Easier, Faster And Lower Costs!

Monet Software

Lower operating costs: With the Cloud provider managing the IT infrastructure, costs are lowered by securely sharing IT infrastructure and resources, avoiding “hidden costs” for hardware replacements, upgrades, and IT operation resources that are typical for premise-based software.

Contact Center Software can Balance Agent-assisted and Self-service Channels

NICE inContact

Both are hot topics when it comes to contact centers and customer experience. 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. The post Contact Center Software can Balance Agent-assisted and Self-service Channels appeared first on NICE inContact Blog. Omnichannel is hot. Artificial intelligence (AI) is hot.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. Customer service and contact center software helps solve customer challenges faster by offering the right tools and support, regardless of channel or device (e.g.,

 Is Virtual the Next Reality for Contact Centers?

Aspect

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments.

Black Friday is Over—How Did Your Contact Center Stack Up?

Aspect

Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled. The post Black Friday is Over—How Did Your Contact Center Stack Up? The U.S.

WFM – Your First Step to a Cloud Contact Center

Aspect

What does the cloud software market look like from 10,000 feet? If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level?

5 Benefits of Conversational Artificial Intelligence for the Contact Center

VocalCom

And if customers enjoy the perks of this technology, it is because the contact centers that are using it are driven to be more efficient. Here are five benefits of conversational AI for the contact center.

Contact Center Agents: The Key to Great Customer Experiences

VocalCom

It’s essential that brands view their contact center agents in the same light, as these employees can only provide great service with a human touch if their emotions are valued and they are motivated to be their best. Here are five ways to empower your contact center agents.

Join Our Webinar on the Future of Customer Experience: Five Predictions

Cisco - Contact Center

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges.

How to Empower Contact Center Agents

VocalCom

The contact center is, without question, an intense environment. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Here are five tips for empowering contact center agents to offer the best customer service possible. When customers are routed to agents through an IVR menu, these agents need to be able to manage inbound contacts efficiently.

New Survey Reveals Shifting Cloud Contact Center Preferences

Aspect

If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” Provides continuous software upgrades at no additional cost.

Application Ecosystems and the Future of the Contact Center

Avaya

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service.

Time Zones In Contact Centers

Integra

Since several years ago, a good part of the call center services of the Hispanic countries (including bilingual services) are located in Central America. This reequires organization and logistics in the call center, to make calls within the appropriate hours for customers.

Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Guest Blog: How to Use Gamification to Improve Agent Motivation

ShepHyken

Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. A leaderboard is the easiest way of promoting a little extra competition in your contact center.

You Don’t Need Tom Brady to Make it to the Super Bowl

Aspect

While this story might seem irrelevant, there’s a simple truth here for all contact center leaders. By integrating cutting-edge contact center solutions into your organization, you’ll be able to defend your turf and provide the high-level of service expected by all consumers today.

Five Tips for Improving Contact Center Management

NICE inContact

Contact center management is hard. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution. Very hard, actually.

5 Qualities of an Exceptional Contact Center

VocalCom

A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Here are five qualities of an exceptional contact center that lead to outstanding customer service. A great contact center needs efficient internal communications. Contact centers collect plenty of data.

WhatsApp In Your Contact Center

Integra

This is why we believe in offering this service in our contact center platform, uContact. The post WhatsApp In Your Contact Center appeared first on Contact Center Software - Integra CCS. Integra's Blog

5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

Whichever channels your customers use, accommodate their preference with your omnichannel contact center and offer them a consistently great experience. . The agent is helping reduce the effort required by Steve, while effectively eliminating extraneous contacts in the queue.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. Because software and hardware either wears out or becomes functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. And by using software tools, companies can send these surveys out to specific customers based on call type, call queue, call length, customer campaign, and other considerations. Back To CX Accelerator Blog

Give Your Contact Center a Pink Slip

NICE inContact

Guest blog post from our friends at Momentum Telecom. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Momentum’s solution portfolio includes: Best-in-class Voice and Contact Center Software.

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

NICE inContact

It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. The Florida-based company knew it needed to a make change and decided to move to the modern, unified CXone cloud contact center CX platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting.

Innovative Call Centers with Conversation IVR Powered by Artificial Intelligence

Cisco - Contact Center

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. software.

Convince Your Boss: It’s Time for Digital Transformation

Aspect

When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center.

ACE 2019 Recap: President and CEO Message – Trust, Choice and Collaboration

Aspect

The goal behind this is to create long term value for Aspect customers and partners as they also build better integrations with our software platform. The post ACE 2019 Recap: President and CEO Message – Trust, Choice and Collaboration appeared first on Aspect Blogs.

Travel 111

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center

Talkdesk

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions

VocalCom

In the context of customer experience, this means giving customers the understanding and support they need when contacting a business. Predictive behavioral routing brings numerous benefits to the contact center and your business. This can further lead to the optimization of other contact center KPIs, such as improved first contact resolution and reduced average handling times.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. Because software and hardware either wears out or becomes functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Should I buy a dedicated contact center solution or a hybrid UCaaS (phone) solution?

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group.

8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. But what if you could turn your customer service contact center from cost to profit?

Your 2019 Guide to Moving Your Call Center to the Cloud

Aspect

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?

How to Calculate Your Total In-House Contact Center Costs

TLC Associates

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Conducting a cost comparison of in-house operations vs. outsourced contact centers can simplify your decision and rein in your investments in the long run. Your Contact Center Location Costs.

Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey

Aspect

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

Best Practices for Building a Modern Contact Center

NICE inContact

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. That’s why you are functionally working with the equivalent of stone knives if your call center tech is more than seven years old!