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


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.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

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.

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


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.

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


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.

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.

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?

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.

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.

Application Ecosystems and the Future of the Contact Center


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.

 Is Virtual the Next Reality for Contact Centers?


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.

How to Improve Your Contact Center Technology in 2018


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


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.

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?

Bringing Reality to the Cognitive Contact Center

Cisco - Contact Center

Artificial Intelligence, Cloud Analytics, and Collaboration Create Cognitive Experiences in the Contact Center. Every interaction between your contact center agents and your customers is a reflection of your brand – positive, negative, or neutral. Three weeks ago I shared my view on the myths surrounding artificial intelligence’s role in the contact center. The post Bringing Reality to the Cognitive Contact Center appeared first on Cisco Blog.

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


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.

How Contact Center Software Can Change Your Business


What comes to your mind when somebody says ‘call center’? Every business needs a call center to optimize their day-to-day business. . However, if your business is receiving plenty of calls every day, then you need contact center software. Integra's Blog

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.

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


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.

The Hybrid Customer Contact Center


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.

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. .

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.

Importance of the Contact Center on Full Display for Hurricane Relief


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.

Guest Blog: Assistive AI for Real Work


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.

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5 More Contact Center Reports Worth Your Time


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.

4 Contact Center Reports to Kick off 2019


Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts.

The Top Five “Must Have” Contact Center Phone System Features

NICE inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

Outsourcing or Insourcing: 8 Questions Simplify Your Contact Center Choice

TLC Associates

Yet before anyone decides to work with an outsourced contact center , I recommend they compare outsourcing against insourcing to determine the right fit for their business and their goals. By asking these questions about your business, you’ll simplify your decision and improve your ability to choose the right contact center. Want even more valuable insight into choosing a contact center solution? Download our Contact Center Buyer’s Guide today.).

Introducing Plug and Play Business Application Connectors for Webex Contact Center

Cisco - Contact Center

The contact center is one of the most interconnected applications in the enterprise, with dozens of integrations to multiple systems. A survey by the Aberdeen Group indicates that 60% of contact centers are using 7 or more systems to interact with customers. When these applications aren’t integrated with your contact center, it can create slow, disconnected, and frustrating experiences for your agents – trickling down to your customers.

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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!

New Survey Reveals Shifting Cloud Contact Center Preferences


The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud.

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


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.

Is Social Media in the Contact Center the New Black?

NICE inContact

Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users worldwide in 2018 is 196 billion , up 13 percent from 2017. Ensure that your contact center solution allows for this.

3 Best Practices for Boosting Your Outbound Results with the Cloud

NICE inContact

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Cloud Contact Center Solutions: Scalable and Cost-Effective.

Build Contact Center Knowledge for Improved Customer Experience


I eventually became manager of the customer service team of over one hundred diverse employees, with a focus on running the company’s new contact center. In fact, our contact center won industry accolades as best-in-class for service three years in a row.

Transition Your Contact Center from On-Prem to the Cloud


If you are still debating whether you should transition your contact center from on-premises (on-prem) to the cloud , let’s consider the advantages of cloud-native contact center. It also gives admins the most control to customize their team’s contact center.