Why Businesses are moving to the Cloud Contact Center Solutions in South Africa?


Successful businesses choose innovation and they invest in contact center technology that keeps up with the customer service standards. Customer experience has become the talk of the town and there isn’t a business that is not swept by the wave of this change.

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

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences.

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Building Contact Center Solutions for Modern Businesses

Noble Systems

In the 2nd part of a Q&A with CUSTOMERZONE360, Editor Erik Linask and Noble’s VP of Marketing Lee Allum discuss maximizing the value of your contact center to both your customers and your company, and how your technology stack can be a big difference-maker. “Contact center technology is shifting from reactive to proactive to improve the customer experience.” Building Contact Center Solutions for Modern Businesses.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG Consulting

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. IT’s Role Changes When Systems Move to the Cloud.

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

NICE 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. Companies like TechStyle benefit from the flexibility offered by cloud-based solutions. “You have to constantly reinforce the cloud-based solution.”

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

NICE 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.

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

NICE inContact

Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting.

Guest Blog: The Customer Experience’s Impact on Customer Churn


This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. To compound the cost, new customers are not nearly as likely to try new products or spend as much. So, customer churn is expensive.

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Cisco - Contact Center

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need to modernize my customer and agent experiences to remain competitive.”. “I Improved Agent Experience.

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center


It can also be one of the most stressful purchases, but Talkdesk customer Shift has made it their mission to change that. Shift needed a better way to route calls to agents across their three contact centers. Customer Win Customer Experience Shift

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center


It can also be one of the most stressful purchases, but Talkdesk customer Shift has made it their mission to change that. Shift needed a better way to route calls to agents across their three contact centers. Call Center Customer Experience Shift

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.

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences

Cisco - Contact Center

Delivering superior customer experiences is more important now than it has ever been for companies of all sizes. In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service.

Artificial Intelligence and the Future of Cisco Contact Centers

Cisco - Contact Center

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. There was a particular focus on the Go To Market aspects and the role of Cisco Contact Center partners. Innovation and trends in Contact Centers market.

Is Your Contact Center “In the Zone”?

Cisco - Contact Center

So, are contact centers more than a feeling? Certain meaningful experiences stand out in our memory and can have an extraordinary impact on our lives. Most people like to feel good and experience positive emotions. Is Your Contact Center “in the Zone?”.

Cloud Contact Center Architecture: Why Microservices Matter


As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your organization’s bottom-line if you are too slow to respond. All businesses—no matter what industry—must strive to deliver the ideal customer experience.

Why you need guardrails for your contact center

Cisco - Contact Center

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. Numerous Top 10 hits have been written about the driving experience. Addicted to experience.

Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud

Cisco - Contact Center

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud. Swapping out your existing contact center infrastructure investments is most likely not an option.

Artificial Intelligence Translational Services Use Cases in Cisco Contact Centers

Cisco - Contact Center

The world is flattening; thus, with the business becoming increasingly global, the existing language barriers demand new solutions across vertical markets, especially when dealing with a company to a consumer. Narrowing the Call Center Gap.

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.

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. Cloud Contact Center Solutions: Scalable and Cost-Effective.

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.

This Week in Enterprise Tech with inContact

NICE 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.

Omio Partners With Talkdesk for Great Customer Experience Across Borders


The need for a multilingual and customizable customer support solution was what brought Omio to Talkdesk. During its summer peak period between June and September, Omio triples the size of its customer service team. Brendan James, director of customer service, Omio.

A Better Contact Center for a Better Customer Experience


If you haven’t replaced or upgraded your contact center solutions recently, there’s a good chance your customers have noticed. Customer care has made huge advances over the last several years, and customer expectations have responded.

Your 2019 Guide to Moving Your Call Center to the Cloud


Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? Is Securing Customer Data a Priority?

How Digital is Improving Customer Experience in Call Centers


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. Combine customer experience with efficiency.

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

Join Us for an Energetic Panel Discussion with Forrester Research

Enghouse Interactive

When considering moving your contact center to the cloud, there are many questions that come into mind. By now, most organizations know what the top reasons are for migrating to the cloud, but are they aware of what issues or surprises that may await? Has migrating the contact center to the cloud-accelerated cloud adoption elsewhere in the organization? Join us on July 11 th to hear real-world Lessons Learned from Moving to the Cloud.

Summary of Key Findings

Enghouse Interactive

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.) Drivers and Trends The ability to add digital channels, such as chat/SMS, is significantly easier with a cloud solution.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. 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? Why go “cloud” or stay with an on-premises system?

Business Metrics Transparency for Better Customer Experience


Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Why You Should Keep Your Head in the Clouds


It’s become obvious that cloud solutions are no longer just an element of the future. Security is robust, integration with third-party solutions is seamless and reliability is a given. The ability to manage multiple contact centers at once in any location.

Collaborative Solutions Deliver for Engaging Solutions

NICE inContact

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days.

Better Customer Experience— Everywhere—and the Contact Center Is Just the Start


I’ve been in the contact center and telecommunications industries for years. Years ago, we began speaking about the rising importance of customer experience. We recognized the customer experience started and ended with the contact center.

Innovative Call Centers with Conversation IVR Powered by Artificial Intelligence

Cisco - Contact Center

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies.

BAYADA Home Health Care Reduces Call Abandon Rate 87%

NICE inContact

While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy. These were serious problems, since the 45 contact center agents play such critical roles in patient care: They are the first contact for patients’ families, doctors’ offices, hospitals and insurance companies, determine which services are needed and initiate patient care. Service levels improved significantly, even as contact center volume exploded!

What is an Inbound Call Center?

NICE inContact

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, as the call is “going out” of the call center. . In reality, most call centers are a mixture of the two types. This is called a “blended” call center. The post What is an Inbound Call Center?

Contact Centers Move to the Cloud in 2020


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.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. 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? Modernizing your contact center software may seem like a big job. Why go “cloud” or stay with an on-premises system? Should I buy a dedicated contact center solution or a hybrid UCaaS (phone) solution?