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

NICE inContact

Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. 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global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting.

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from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.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.

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4 Steps to Take Before Jumping into Your Next Contact Center Solution

Aria Solutions

Throughout our 22 years of experience, Aria’s developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact center challenges and shared how four organizations overcame them.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG Consulting

Cloud Contact Center Solutions Improve Relationships between Business and IT. The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud. IT is needed regardless of whether a contact center solution is on-premise or in the cloud.

5 Key Outbound and Inbound Contact Center Solutions

Outsource Consultants

For these companies, Chua recommends outsourcing with contact centers to provide “blended” communication. 5 Key Outbound and Inbound Contact Center Solutions. Small to mid-sized companies can benefit greatly from contact center outsourcing.

Is Your Contact Center “In the Zone”?

Cisco - Contact Center

So, are contact centers more than a feeling? Is Your Contact Center “in the Zone?”. Thanks to new AI models, the “rhythm” or patterns of reality developed in the contact center are becoming more predictable and proactive. appeared first on Cisco Blogs.

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences

Cisco - Contact Center

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. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Cisco - Contact Center

“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”.

Artificial Intelligence and the Future of Cisco Contact Centers

Cisco - Contact Center

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. There was a particular focus on the Go To Market aspects and the role of Cisco Contact Center partners. Innovation and trends in Contact Centers market.

Why you need guardrails for your contact center

Cisco - Contact Center

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? Don’t Let Your Contact Center Fall Into the Complexity Trap.

Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

NICE inContact

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. Companies like TechStyle benefit from the flexibility offered by cloud-based solutions. “You have to constantly reinforce the cloud-based solution.”

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

NICE inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

Artificial Intelligence Translational Services Use Cases in Cisco Contact Centers

Cisco - Contact Center

The world is flattening; thus, with the business becoming increasingly global, the existing language barriers demand new solutions across vertical markets, especially when dealing with a company to a consumer. Narrowing the Call Center Gap.

3 Omni-Channel Contact Center Solutions to Help Your Company Serve Gen Z

Outsource Consultants

3 Omni-Channel Contact Center Solutions to Help Your Company Serve Gen Z. If you’re interested in outsourcing your contact center services, the following are a few of the inbound contact center solutions that could help you in the omnichannel age.

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.

Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud

Cisco - Contact Center

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

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.

Guest Blog: The Customer Experience’s Impact on Customer Churn

ShepHyken

As you assess your current state, ask your customers for feedback and be ready to act, evaluate your current IT solutions to see if they are capable of meeting current expectations, and consider bringing in an expert to help you with the process.

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.

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.

5 Reasons Why Your Contact Center Needs Speech Analytics

NICE inContact

Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. Most contact centers sample 1% or less of their total call volume.

 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.

4 Ways to Prepare Your Healthcare Contact Center for Open Enrollment Season

TLC Associates

That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal team working with the right outsourced contact center. Here’s what you need to do over the next few months to maintain customer satisfaction with your healthcare enrollment call center and increase your bottom line in the midst of open enrollment. Among the customer contact channels, it’s the most likely to get responses from outreach campaigns.

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.

What is the Role of a Call Center Manager in a Changing Contact Center Landscape?

Aspect

I’d like to speak to your supervisor: seven words that can make even the most stoic contact center agents start to sweat. Fortunately, a number of innovative contact center solutions have entered the marketplace, empowering agents to curb the frequency of these types of interactions.

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

How to Improve Your Contact Center Technology in 2018

Aspect

Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Here are five suggestions to improve your contact center technology in 2018.

How to Improve Your Contact Center Technology in 2018

Aspect

Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Fortunately, you can still capitalize on customer data with emergent contact center solutions to enable you to deliver targeted and personal experiences effectively.

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. Learn more about harnessing the power of CXone cloud contact.

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.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. 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?

Guest Blog: Assistive AI for Real Work

ShepHyken

Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel. The technical implementation combines a collection of technologies — chatbots, micro-applications, knowledge center, widgets, a dialog engine, engagement engine, APIs, etc.

Importance of the Contact Center on Full Display for Hurricane Relief

Aspect

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. We’d like to take a moment to highlight a few contact center operations that have shown a commitment to helping out those impacted by these recent calamities.

Overwhelmed by needing to modernize your contact center? Start here.

NICE inContact

At some point, every contact center faces the stark reality of needing to modernize. You’re not alone: Determining how to bring your contact center current actually involves a complex web of purchase decisions that can be downright daunting. Relax—help is here: we’ve identified five major challenge areas that every contact center faces and discuss how to navigate each one to determine the right solutions, based on the needs of your contact center.

The Hybrid Customer Contact Center

USAN

Today, contact center leaders still have a tendency to create rules that mandate a different customer experience based on whether the interaction was self-service or involved a live agent. Live agent contact is going to diminish, but it’s never going away.

Guest Blog: Hiring and Leadership to Improve CX in Your Call Center

ShepHyken

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Customer Experience call center hire and train your staff leadership

How to Cash in on Contact Center Failures

NICE inContact

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. 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?

5 More Contact Center Reports Worth Your Time

Fonolo

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. Cisco solutions are the most popular.

Demystifying artificial intelligence’s role in contact centers

Cisco - Contact Center

AI is shaping the future of customer experiences and the contact center. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in particular how this is benefiting the agent and customer experience. Contact centers have been using AI in some form or another for decades. Visit our website for more information about Cisco contact center solutions. .