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.

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.

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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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.

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation. The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers.

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.

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.

Best Practices for Managing Cloud Technology Solutions

DMG

Best Practices for Managing Cloud Technology Solutions. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. Companies that purchase premises-based solutions typically have security concerns about the cloud, or they have a large installed base of on-premises systems and do not want to swap them out or operate in a hybrid environment.

Financial Benefits of the Cloud

Fenero

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

How can your contact center save money?

Fenero

How contact centers can save money with cloud computing. workforce management cloud contact center software amazon connect call center software CRM Call Scripter IT cloud computing cloud, savings, 8x8 InContact savings budget development customer service experience

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.

How to Setup a Virtual Call Center for Under 50 Bucks and Under an Hour

Fenero

call center agents reliable scalable technology virtual agents webphone WebRTC workforce management cloud contact center software call center software savings budget CapEx Soft phone best practices world-class customer service usage virtual call centerGone are the days where you have to find a location to house your agents and sign a long-term lease for call center space.

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.

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

Cheap, Fast or Good: Which is Most Important?

West

Cloud Contact Center Connected Customer Experience Interactive Services Proactive Notifications & Mobility business center cheap choices communication contact contact center fast good managed proactive products provider SaaS services solutions whitepaper

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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!

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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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.

Cloud is key for the future of contact centres

Aspect

Our developers build responsive cloud Contact Centre as a Service (CCaaS) solutions that are capable of processing high volumes of requests while offering additional support, flexibility and scalability when necessary. For more information on cloud CCaaS solutions, please visit here.

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

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.

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!

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.

Get Your Contact Center Mojo Workin’

Aspect

Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. To wit, a contact center viewed as a cost center does not have its mojo back.

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.

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 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

Engaging Customers Through Video: 5 Essential Tips

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. Omnichannel Customer Journey Call center Cloud Contact Center contact center software Customer engagement Customer Experience Customer Service Facebook Multichannel Omnichannel Social Twitter Zendesk

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.

5 Ways Personalization Drives Sales Success

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. For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation.

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