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Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

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.

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. Here’s a peek at what it covers: Why Move to the Cloud?

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5 Ways to Reduce Your Contact Center’s Average Time in Queue

3CLogic

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. Learn how your contact center can get callers off hold and on with their day.

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences

Cisco - Contact Center

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

3 Best Practices for Boosting Your Outbound Results with the Cloud

NICE 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. A better approach is using a cloud contact center solution’s no pause, predictive dialer which eliminates awkward delays in greeting the customer. Cloud Contact Center Solutions: Scalable and Cost-Effective.

Your Questions Answered: Moving Your Contact Centre to the Cloud

Enghouse Interactive

A growing number of organisations are moving their contact centre infrastructure to the cloud. However, many organisations still have questions about whether they should move their contact centre to the cloud. Why do I need to move to the cloud? Many organisations with on-premise cloud centre infrastructure questioned the need to move to the cloud before the pandemic. At the same time cloud contact centres bring cost-efficiencies.

« The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia

VocalCom

The COVID-19 pandemic has put to the fore the importance of the contact center as a pillar of customer experience – during the height of the crisis, it became the single contact point between the brand and the customer. Want to know more about the evolution of contact centers ?

Cloud, the ‘New Normal’ for business continuity and performance

VocalCom

Cloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis. Those who haven’t are learning, at their expense, that Cloud is not just a ‘nice to have’ but is an essential tool for survival today – and tomorrow.

Get Your Contact Center Ready for the Modern Age

NICE inContact

That’s because all technology has a “shelf-life”. This is also true for call center systems. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center?

Get Your Contact Center Ready for the Modern Age

NICE inContact

That’s because all technology has a “shelf-life”. This is also true for call center systems. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center?

BPO Call Center: How to Outsource (And is it Worth it?)

Babelforce

In this post: What is a BPO call center? How to choose a great BPO call center. Your guide to contact center automation. If you don’t, you’re either setting up a virtual call center or adding the cost of new office space to your outgoings.

The Work-from-Home Revolution & the Engagement Challenge

VocalCom

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ).

Contact Centers Move to the Cloud in 2020

Fonolo

Advances in communication technology are forcing rapid change in the contact center. Will your contact center be left behind? The Future of the Contact Center is in the Cloud. Omnichannel Comms Require Cloud-Based Centers.

Experta Seguros Migrates All Contact Center Agents to Remote Model in 2 Days With Vocalcom Solutions

VocalCom

Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home. Learn more below about how one customer, Experta Seguros, achieved this transition in 2 days with our solutions.

CTI Technology – The Key Ingredient in Your Customer Experience Recipe

Noble Systems

For contact centers, CTI (Computer Telephony Integration) is a key component to mixing up a competitive advantage by providing memorable experiences that build loyalty and keep your customers coming back. What is CTI Technology?

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. Here are the top five advantages of moving contact centers to the cloud.

The Omni-Channel Imperative

VocalCom

Contact centers: the epicenter of the customer experience (CX). Contact centers have become the key contact point between brands and customers to manage all interactions whatever the channel. Want to know more about the evolution of contact centers ?

5 Ways Technology Can Improve Your Customer Satisfaction Rates

Aspect

In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Here are five ways technology can improve your customer satisfaction rates. Before we jump into all of the ways technology can improve the customer experience, it’s important to note that it isn’t meant to replace a human connection, but rather enhance our ability to improve customer satisfaction.

The best contact center software for your needs

ViiBE Blog

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. Omnichannel contact centers respond to this need by giving customers more options. .

It Turns Out, Customers LIKE Email

NICE inContact

I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

Transition Your Contact Center from On-Prem to the Cloud

Talkdesk

If you are still debating whether you should transition your contact center from on-premises (on-prem) to the cloud , let’s consider the advantages of cloud-native contact center. Consider this: if you were to look for a new CRM solution today, you would certainly start the conversation with a SaaS options. They still worked with regional carriers, ran in private data centers and scaling was a step function.

SaaS 40

Transition Your Contact Center from On-Prem to the Cloud

Talkdesk

If you are still debating whether you should transition your contact center from on-premises (on-prem) to the cloud , let’s consider the advantages of cloud-native contact center. Consider this: if you were to look for a new CRM solution today, you would certainly start the conversation with a SaaS options. They still worked with regional carriers, ran in private data centers and scaling was a step function.

SaaS 40

What is CCaaS (Contact Center as a Service): Definition, and Benefits

JustCall

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. CCaaS stands for Contact center as a service. Contact Center Options.

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. Do you know what happens with interaction data in your contact center?

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. However, if your 2018 contact center is treating incoming customer conversations as blank slates, you are ignoring the rich context that could make this call an opportunity to create loyalty. Do you know what happens with interaction data in your contact center?

What is a Call Center? [+Which One Works Best For You]

Serenova

Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company. What is a Call Center?

4 Contact Center Reports to Kick off 2019

Fonolo

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. Their “The Inner Circle Guide to Omni-Channel Customer Contact” was included in our last report round-up post.) Also, see “ AI is Not Reducing Call Center Agent Employment.”.

The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)

Serenova

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. What Is an Omnichannel Contact Center?

Cisco + IMImobile: Delivering the Future of Customer Experience, Together

Cisco - Contact Center

But today’s customer experience technology creates fragmented and often frustrating customer experiences that cause customer churn. A Single, Connected Customer Journey Requires a Single Technology Platform. million contact center agents. Webex Contact Center webpage.

Call Center Training: The Complete Guide for 2020 (with Practical Tips)

Serenova

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers.

TAP Air Portugal flies customer support system to the cloud with Talkdesk

Talkdesk

Grounded with an inflexible and unreliable on-premises system, TAP Air Portugal sought a scalable cloud solution it could depend on to provide an outstanding customer experience. “We accelerated Talkdesk implementation over the last two weeks to allow all our staff to work from home.

How Digital is Improving Customer Experience in Call Centers

Talkdesk

Bring your ACD to the cloud to enjoy the digital transformation. We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Stop those angry calls from customers saying they’ve contacted you through multiple channels. Customer service expectations are on the rise and cloud contact center solutions are the modern and future promise to deliver big results.

Talkdesk redefines the contact center with CX Cloud

Talkdesk

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs.

Embrace the cloud. Transform your business.

Talkdesk

A strategic transformation should not be led by changes in technology, but instead by a deep look into the organization and its industry to create a sustainable path toward long-term success. Embrace the cloud. In fact, 87% expect to increase their use of cloud in the next year.

The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)

Serenova

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.

It Turns Out, Customers LIKE Email

NICE inContact

I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

How To Deliver An Exceptional Customer Experience With A Remote Contact Center

3CLogic

Contact centers and their agents are uniquely positioned to influence the customer experience, as they interact with customers one-on-one. Hire Remote-Ready Contact Center Agents. Remote Work Is Here To Stay—Is Your Contact Center Team Ready?

Transform Customers into Advocates

NICE inContact

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Our NICE inContact CXone cloud customer experience platform is the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI).

Business Metrics Transparency for Better Customer Experience

8x8

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Contact Center FeaturedBusiness Metrics Transparency for Better Customer Experience.

Business Metrics Transparency for Better Customer Experience

8x8

Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Contact Center FeaturedBusiness Metrics Transparency for Better Customer Experience.