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.

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.”

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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?

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.

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

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.

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.

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

5 Tips for Achieving First Contact Resolution

VocalCom

For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor. Here are five tips for achieving first contact resolution and truly satisfying your customers. Agents should not fear spending too much time with a customer: It’s always better to spend more time on one interaction that resolves the problem, rather than forcing an unsatisfied customer to contact your company several times. Discuss with contact center employees.

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.

Is Your Brand Meeting These 6 Customer Expectations?

VocalCom

Human 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 Experience Call center Chat Cloud Contact Center contact center software Customer loyalty Customer satisfaction Customer Service Effortless Live chat Mobile Multichannel Omnichannel Zendesk

5 Ways Mobile Drives Customer Loyalty

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. These days, most companies recognize the importance of mobile optimization for the customer experience. Indeed, as customers increasingly use their smartphones on the go, brands must offer mobile-friendly sites and easy ways to obtain customer service.

6 Ways Predictive Dialers Drive Brand Success

VocalCom

In the contact center, time is everything. Predictive dialers grow smarter with use, tweaking the process as it goes to make sure that the strongest leads are contacted at the most optimal times. Contact center costs are greatly reduced when a predictive dialer is used. Ultimately, customers are more satisfied when contacted via a predictive dialer. They are called at preferred times, are less likely to be disturbed at odd hours, and are not contacted too frequently.

How to Optimize Digital Customer Engagement

VocalCom

When customers look at any given channel, they should feel that each one is a viable method of contact. Take measures to enforce security within the contact center and from the customer’s side. 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. Is your company providing a great digital experience?

5 Key Benefits of IVR for 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. Cloud Computing Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Mobile Multichannel Omnichannel Self-Service Visual IVR Zendesk

5 Reasons Why Your Customers Want an Omnichannel Experience

VocalCom

For example, if a customer makes an initial contact on social media but needs to explain his case in detail, an agent might suggest speaking on the phone. By offering timely service on both channels and giving the customer detailed contact information, the customer is given a rapid and personalized response that fits his needs. On channels that cannot offer service all the time, be sure to indicate the hours of operation and how the customer may contact you otherwise.

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

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!

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.

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.

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.

Removing the Barriers: The inContact Connector for Skype™ for Business

inContact

Do you sometimes have the impression that your contact center is an “island” in the sea of your company? Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center?

Call Quality Monitoring Dos and Don’ts

inContact

If your employees are interacting with a high volume of customers on the phone, it’s important to make sure those contacts are both positive for the customer and aligned with your business objectives.

Zebra Technologies Expands Global Customer Service With inContact

inContact

When they purchased a significant entity, they needed a solution that would unify their contact centers into one platform. “We We selected inContact because we had a global vision to be cloud-based, we wanted scalability and flexibility.

Top 7 Customer Engagement Trends in 2018

VocalCom

First contact resolution remains a priority. Brands strive to save customers time, which is exactly why first contact resolution (FCR) remains a top priority. 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. With the start of a new year, you might wonder how customer engagement will change.

Building Your Training Team from the Ground Up

inContact

One of the most vital components of any contact center is the training department. Because every business is different, each contact center will have its own set of goals and desired outcomes.

New Integration: inContact Agent for Oracle® Service Cloud

inContact

It’s a general finding in the contact center industry: customers are growing more exigent. Extending our offering of pre-built CRM integrations, inContact has recently added the inContact Agent for Oracle® Service Cloud to our portfolio. The Oracle at Delphi.

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

Analyst Firm, Ovum, Identifies Bright Pattern As the Company to Watch in 2018 in Latest Report

Bright Pattern

The cloud transition continues to turn tables. Historical Cloud Contact leaders are being joined by a set of new entrants. Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market players in its Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18 report. omnichannel contact center

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.

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.

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.

2018: New Ways Cloud Will Enhance Customer Care

inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Cloud contact center deployments that began in customer care may have been extended to other business areas.

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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!

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.