Cloud Contact Center Solutions Continue Upward Trajectory

DMG

Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success.

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

Aspect

Cloud computing has been hyped in the media and in IT circles for almost a decade now. So I don’t need to cover what cloud computing is or what the benefits of cloud computing are. It’s been covered, and perhaps ad nauseum for some readers.

Can a Cloud Contact Center Be Built from APIs?

Bright Pattern

Twilio, the global cloud communications platform, is the applications game changer whose API building blocks successfully showed developers that customizing and deploying global telephony, chat, routing, and task distribution tools can and should be easy. contact center API

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John Grasso of Windstream on Cloud Contact Center Software

Call Center Coach

Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference. Watch John Grasso of Winstream share insight on Cloud Contact Center Software. Managed versus Hosted Cloud Services.

Cloud Contact Centers ~ Revolutionizing Customer Experience

OctopusTech

Cloud Contact centers have been gaining popularity recently. Cloud contact centers are based on cloud computing or virtual storage space and software holding tank which is basically an IT paradigm that enables access to shared pools of configurable system resources over the internet.

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.” The argument for cloud software is compelling by itself, but why WFM in particular?

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The IDC MarketScape also found a few key challenges facing contact centers in 2016 and beyond.

Cloud Contact Center Data Augmentation: Customer Intelligence Like You’ve Never Seen it Before

Bright Pattern

The currency of the contact center is information. Take IoT, AI , Cloud Contact Center data augmentation and big data as some of the newer examples of optimizing information.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG

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. Vendors of cloud-based contact center infrastructure solutions provide hardware, software and often carrier services.

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

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.

Financial Benefits of the Cloud

Fenero

BPO call center cloud contact center Fenero Marlon Williams Staffing Five9 IT 8x8 InContact savings budget

IT Managers’ Guide to Cloud-Based Contact Center Infrastructure (whitepaper)

DMG

IT Managers’ Guide to Cloud-Based Contact Center Infrastructure. If a company has required IT resources to support their on-premise contact center solution, they will need similar assistance with a cloud-based solution. The difference is that IT’s role in a cloud scenario will be more strategic and dedicated to security, integrations and system administration, and less to taking care of the hardware and software.

Top 3 Benefits and Best Practices of Contact Center Modernization

West

Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization.

Press Release:  Fenero Announces Key Employee Promotion to Executive Team

Fenero

Charles Callari contact center Fenero Marlon Williams CEO cloud contact center software VP of Business Development Promotion Annoucement Awards Judson Noel COOCharles Callari promoted from Vice President of Customer Development to Fenero’s Chief Operations Officer.

Contact Center Industry Leaders’ Impression of Amazon Connect

Bright Pattern

March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry. Cloud Contact Center

Convince Your Boss: It’s Time for Digital Transformation

Aspect

Move to the Cloud and Save Money. When companies make the move to a cloud contact center, they recognize cost-savings immediately. Omni-channel interactions are generating more data than ever before for contact centers.

Fenero Now Accepts Bitcoin 

Fenero

contact center software contact centers cloud contact center software credit card customer service experience CSAT Cryptocurrency bitcoin payment optionsAs we continue to disrupt the industry with our software license free business model and award-winning platform, we have added an additional payment option for the convenience of our clients. Fenero now accepts Bitcoin!

We’re in the running for three cloud awards!

Aspect

. We’re in a celebratory mood over at Aspect Europe HQ, as the hard work from our dedicated teams over the last few months has been recognised by being shortlisted for not one, not two, but three UK Cloud Awards! The post We’re in the running for three cloud awards!

End Finger Pointing in the Contact Center Communication Cloud

Call Center Coach

When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. Some contact center tech terms to know.

This Week in Enterprise Tech with inContact

inContact

Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If If you think about the whole contact center market, there is a big market out there for contact center seats. Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr.

SaaS or Managed Contact Center? Soon There Could Be a Better Option

West

So you’ve decided to move your contact center to the cloud. These have long been the two options available when it comes to contact center solutions. The Blog SaaS or Managed Contact Center? Great decision!

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West’s Contact Center Infrastructure Recognized as One of Industry’s Best by CRM

West

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. The Blog West’s Contact Center Infrastructure Recognized as One of Industry’s Best by CRM appeared first on West Corporation.

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5 Ways to Build Customer Trust

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Digital Customer Engagement Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Multichannel Omnichannel Self-Service Visual IVR Zendesk

Turning On-Hold into an Interactive Experience: InQueue Engagement with Aspect Via®

Aspect

Aspect Via English/US Product Updates Cloud contact center InQueue software

3 Ways the Cloud Opens Horizons for CX

HGS

Posted by Subramanya C, Chief Technology Officer, HGS Cloud technology is revolutionizing the way today’s companies do business. The post 3 Ways the Cloud Opens Horizons for CX appeared first on Team HGS Blog.

3 Best Practices for Boosting Your Outbound Results with the Cloud

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.

Mitchell Improves Customer Satisfaction with inContact Agent for Salesforce®

inContact

Mitchell has utilized inContact’s cloud solutions for over six years helping them achieve their goal to create seamless customer experiences. Move your business forward with inContact’s cloud contact center software.

Why do we celebrate Customer Servce Week?

Fenero

During this time, contact centers takes this exciting week to a different level! call center contact center Customer Service recognition cloud contact center software Customer Service Week CSW2017

6 Tips for Effective Customer Service Communications

VocalCom

Ask the customer if he would be willing to respond to the survey, and then send it on the channel of contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Service Call center Cloud Contact Center contact center software Customer Experience Multichannel Omnichannel Zendesk

6 Mistakes That Harm Your Brand’s Digital Reputation

VocalCom

Make sure fonts are clearly legible, webpages are easy to navigate, and contact information is posted prominently. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. In our digital age, the Internet is the doorway to customers.

Regulators Open the Door for Utility Investment in the Cloud

West

Cloud-based technology can provide the flexibility and data-informed insights that utilities need to get ahead of today’s fickle utility customer. The Blog Regulators Open the Door for Utility Investment in the Cloud appeared first on West Corporation.

5 Ways to Optimize Self-Service Practices

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Cloud Contact Center contact center software Customer feedback Customer Service Effortless Email Mobile Multichannel Omnichannel Self-Service Surveys Text messaging Twitter Visual IVR Zendesk

5 Reasons Why Email Customer Service Still Matters

VocalCom

If your agents are committed to providing in-depth communications and are trained to use contact center solutions efficiently, your customers will consider this channel a trustworthy means of communication. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

6 Key Trends Shaping Social Customer Service

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Text messaging Twitter Zendesk

5 Essential Tips for Social Customer Service Communications

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk

A Better Contact Center for a Better Customer Experience

West

If you haven’t replaced or upgraded your contact center solutions recently, there’s a good chance your customers have noticed. With a good cloud-based system and an experienced partner, you can take your customer experience to new heights without doing the same for your expenditures.

Choosing a Contact Center Provider that Fits Your Needs

West

If you’re like many companies, you’re considering either an update or a complete upgrade of your contact center solution. Contact center capabilities. The Blog Choosing a Contact Center Provider that Fits Your Needs appeared first on West Corporation.

Call Center vs. Contact Center: 7 Key Differences

West

Call center vs. contact center. Call centers and contact centers are two distinct models for business communication. The primary difference between a call center and contact center lies in the methods of communication used and the overall service experience.

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.

How to Deliver a Better Contact Center CX

West

During CRMXchange’s recent webcast, Does Your Contact Center Make or Break the Customer Experience? , With the contact center at the heart of this journey, Gordon tackled a number of topics relating to contact center success.