3 Cloud Contact Centre Advantages Over Premise-Based Contact Centres

Connect Managed

Cloud Contact Centres, also known as next generation Contact Centres, offer significant advantages over premise-based models for businesses looking to scale. Cloud Contact Centre

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 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.

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Here’s a look at customer self-service and the role of burgeoning cloud contact centers.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.

How to Scale Your Customer Support Team (Without Breaking the Bank) Using Cloud Contact Centre Technology

Connect Managed

Unlike the traditional Contact Centre — where scaling up your customer support team can be costly — Cloud Contact Centres offer a cost-effective commercial model whereby companies can be billed on actual usage. Cloud Contact Centre

Cloud Contact Center Architecture: Why Microservices Matter

Serenova

The ability of your business to create better customer experiences and thrive is dependent on whether your contact center can change quickly, innovate easily and meet your customers wherever they demand it—which positions your business to stand apart from the competition.

Cloud Contact Center Made Simple – Call Routing

airespring

With all the contact center solutions out there—and all the features available—there is a LOT of terminology and jargon thrown around. So to make it easier for you, we decided to put in the work to define cloud contact center terms and ideas in a way that anyone could understand.

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.

Why Adoption of Cloud Contact Center Is Increasing?

Ameyo

A shift from on-premise to cloud solution has become the talk of the town. Why enterprises are keenly adopting cloud solution and reconsidering the decision of on-premise setup? By 2020, it is expected that 83% of enterprises will opt for cloud solutions, says Forbes Report. The post Why Adoption of Cloud Contact Center Is Increasing? Cloud Contact Center cloud contact center software

WFM – Your First Step to a Cloud Contact Center

Aspect

Marc Benioff, Founder, CEO, and Chairman of Salesforce said it best, “ If someone asks me what cloud computing is, I try not to get bogged down with definitions. I tell them that, simply put, cloud computing is a better way to run your business.”

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center

Talkdesk

Shift needed a better way to route calls to agents across their three contact centers. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed.

Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology

inContact

The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year. Then Appriss moved to cloud CX platform and solutions. The contact center takes more calls than a year ago, even with two fewer agents. The post Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology appeared first on NICE inContact Blog.

What, Why and How of Cloud Contact Center

Ameyo

Have you thought of upgrading your contact center? Are you still stuck with on-premise contact center solution? With the rapid growth in the cloud contact center, you need the best-in-class technologies to support your businesses. An increasing number of companies are shifting from infra to cloud and why not? The post What, Why and How of Cloud Contact Center appeared first on Ameyo. cloud call center Cloud Contact Center

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?

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

APIs 82

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.

Gartner Cloud Contact Center and Frontrunners Reports - Siblings or Rivals?

Bright Pattern

It covers the contact center industry with three reports: Contact Center Infrastructure Worldwide, Contact Center as a Service (CCaaS) for North America, and CCaaS Europe.

Why You Need More Than One Cloud Platform for Your Global Cloud Contact Center

Bright Pattern

Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. The reality of working in the cloud, however, is that no business can operate on a global level when its chosen cloud platform doesn’t. cloud contact center solution hybrid cloudMany vendors rely on large providers like Microsoft and Amazon to provide a global reach.

How to Choose the Best Cloud Contact Center Provider

City Communications

When it comes time to take advantage of developments in cloud-based technology and build a cloud contact center, the good news is that there are plenty of alternatives out there to choose from. Start with Cloud Native. Contact Center

New Integration with Google Cloud Contact Center AI

8x8

Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program.

Talkdesk Wins Frost & Sullivan Best Practices Award for Cloud Contact Center

Talkdesk

Based on its recent analysis of the North American cloud contact center market, Frost & Sullivan recognizes Talkdesk, Inc. with the 2019 North American Product Line Strategy Leadership Award for its Talkdesk Enterprise Cloud Contact Center. Early entrants into the cloud contact center market have encountered numerous challenges around reliability, scalability and security.

How Long Should It Take to Set Up an Omnichannel Cloud Contact Center?

Bright Pattern

If I were to ask a room full of customer service managers and customer experience executives how long they think it takes to set up an omnichannel contact center , there would be a very mixed response. omnichannel contact center

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start

Serenova

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries. To help, we just released the Contact Center Cloud Technology Quick Guide.

Steak over Sizzle When Considering Cloud Contact Center

City Communications

Investing in a cloud contact center produces all the benefits that come with any cloud solution: scalability, flexibility, cost savings, and access to world-class features. But how do you successfully migrate to a cloud contact center?

Avoiding the Pitfalls of Cloud Contact Center Implementation

EPIC Connections

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. But with so many variables and configurations involved, identifying your contact center needs can be a tricky process.

Comparing On-premise and Cloud Contact Center Options

City Communications

When it’s time to upgrade your contact center, you’ll likely consider both on-premise and cloud options. The two approaches to the delivery of contact center technology have different advantages and drawbacks. analytics to help you manage your contact center.

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

inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. When TechStyle opted for a unified cloud platform, the walls between the teams were broken.

Moving to a Cloud Contact Center - Are You Really Ready? - My Latest Report

Jon Arnold

There’s more to the cloud than meets the eye when using it for contact center, and that’s what this paper explores. Contact Center Cloud Communications User ExperienceJust doing a shout-out for my latest thought leadership effort - it’s an Insight Report, published by No Jitter and sponsored by Voxbone.

Platform28: Cloud Contact Center for the Enterprise

Platform28

Over the last 24 months there’s been a significant change in cloud contact center adoption, with enterprise-size organizations creating a fast growing market segment. While smaller businesses seemed to move earlier to the cloud, risk-averse enterprises have seen the light and are switching. And as a ‘true cloud’ provider, primarily delivering services to large customers (including enterprises, large service providers and telcos) it’s been an exciting time.

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.

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

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. “One of the reasons why we went to the cloud was to scale, not only to scale in size but also scale with regards to the cost,” said Aarde Cossoboom, from TechStyle Fashion Group.

Leading Independent Research Firm Names Talkdesk a Strong Performer in Cloud Contact Center Market

Talkdesk

Forrester Research today released The Forrester Wave™: Cloud Contact Centers, Q3 2018, listing Talkdesk as a Strong Performer. For this report, the first Forrester Wave focused on cloud contact center providers, Forrester performed a 32-criteria evaluation to identify the most significant providers to research, analyze and evaluate. The post Leading Independent Research Firm Names Talkdesk a Strong Performer in Cloud Contact Center Market appeared first on Talkdesk.

Voice Technology: How One of the UK's Top Four Supermarket Chains Uses Cloud Contact Centre Technology to Say Hello

Connect Managed

Having voice technology in your Contact Centre software enables you to streamline interactions and enhance the customer experience, saving time and money. Voice Biometrics Contact Centre Cloud

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.

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.

Get Gartner’s Advice: Cloud Contact Center Buyer’s Guide

inContact

You know it’s time to take your contact center’s CX to a new level. But moving to the cloud can seem daunting. Our webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center , will guide you through the entire decision cycle with insights from industry experts, from building a consensus on priorities internally to evaluating your options to negotiating and selecting new partner. Advantages of the Cloud Contact Center Management Customer Experience

Web Chat and Wallboard Added to Intelecom Cloud Contact Centre Solution

CSM Magazine

Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution. This saves time and leads to faster, more effective contact resolution.

Talkdesk Enterprise Cloud Contact Center Rated #1 by Customers on Leading Review Sites

Talkdesk

Ten years ago, I would have started by doing an internet search for top products, researching company websites and then contacting the top companies I was interested in. The post Talkdesk Enterprise Cloud Contact Center Rated #1 by Customers on Leading Review Sites appeared first on Talkdesk. I’m looking for a new customer community platform.

Cloud Customer Experience – Why It’s a Good Move

Noble Systems

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. And how can they be sure that the cloud contact center will accomplish what they set out to do? This blog will look at the top advantages of moving customer experience solutions to the cloud. According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018.