CSM Magazine

JUNE 14, 2022

Utilising more than 60 AWS services, the Calabrio ONE WFO suite brings the cloud advantages of performance, security, agility, scalability, reliability, and ease of use to organisations in South Africa from start-ups to enterprises & Business Process Outsourcers (BPOs).

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

Spearline

JUNE 2, 2022

Tech is more important than ever The first trend to note is that technology, in general, is looking more important than ever to contact centers. In a Gartner poll of customer service and support leaders, respondents said they expected their tech spend to grow substantially in 2022 – up 7.6%. reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

CSM Magazine

OCTOBER 6, 2021

a Japan-based business process outsourcing giant with a presence in 30 countries and regions is now able to deliver effortless customer experiences on behalf of its clients after implementing the Avaya OneCloud CCaaS platform with conversational AI. Avaya today announced that transcosmos inc.,

Business Process Outsourcing 52

Business Process Outsourcing Virtual Agent Self service Cloud contact 52

Serenova

APRIL 7, 2020

An internal IT support group was designated by the customer to provide expedited support to its agents and help them get back to work fast. Using Serenova’s cloud contact center solution, our professional services team configured a dedicated cloud tenant for the internal IT team exclusively supporting the new WFH agents in under two hours.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Serenova

JANUARY 7, 2020

More than a decade ago, Serenova realized technology didn’t exist that could deliver immediate, consistent and exceptional service for brands. So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Playvox

OCTOBER 19, 2021

Customers who need help won’t be happy about waiting in long queues. Hubspot found that 90% of consumers rate an immediate response as “important” or “very important” for customer service issues. Not meeting this expectation could lead to customer churn. Addressing agent staffing shortages.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73