INDUSTRY INSIGHTS YOUR PEERS ARE READING
SEPTEMBER 11, 2018
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. MORE
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. MORE
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 MORE
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. MORE
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 MORE
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? MORE
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 MORE
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. MORE
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. MORE
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.” MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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.” MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. The contact center operation now operates seamlessly on the CXone platform from three locations—Plantation, FL, Las Cruces, NM and Santiago, Dominican Republic. Before teaming up with NICE inContact and CXone, however, the contact center operation didn’t always run like a well-oiled machine. MORE
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. Call Center MORE
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. MORE
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. MORE
Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality that today’s contact centers need. Contact Center Update: Catching Up With Noble Systems. MORE
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. MORE
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. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed. Then Appriss moved to cloud CX platform and solutions. The contact center takes more calls than a year ago, even with two fewer agents. MORE
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. MORE
Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? Contact Center AI empowers enterprises to use AI to augment and improve their contact centers.” . MORE
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. MORE
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 is needed regardless of whether a contact center solution is on-premise or in the cloud. MORE
Cloud Contact centers have been gaining popularity recently. The reason being simple enough, as the times are changing so is the need to change the way we are used to looking at call centers till now. b) Private Clouding. c) Hybrid Clouding. MORE
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 MORE
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. MORE
Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m. MORE
Contact center software and CRM software have been on a slow collision course for decades. Now that both worlds are increasingly cloud-based, the collision is accelerating. Why is it hard to figure out the spending split between CRM and call center software? MORE
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 MORE
Call Center Coach
MAY 15, 2017
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.
Aspect
SEPTEMBER 18, 2017
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.
DMG
MAY 15, 2018
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.
Win the Customer
OCTOBER 12, 2018
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.
Advertisement
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.
OctopusTech
FEBRUARY 13, 2018
Cloud Contact centers have been gaining popularity recently. The reason being simple enough, as the times are changing so is the need to change the way we are used to looking at call centers till now. b) Private Clouding. c) Hybrid Clouding.
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Aspect
JANUARY 3, 2018
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.”
airespring
FEBRUARY 25, 2016
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.
Ameyo
MARCH 29, 2019
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
Bright Pattern
MARCH 28, 2018
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
8x8
MARCH 12, 2019
Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? Contact Center AI empowers enterprises to use AI to augment and improve their contact centers.” .
|
Talkdesk
MAY 15, 2019
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.
Aspect
SEPTEMBER 28, 2017
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?
inContact
JANUARY 23, 2019
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. But with the company’s old internal call center solution, fluctuating call volumes weren’t being identified or managed. Then Appriss moved to cloud CX platform and solutions. The contact center takes more calls than a year ago, even with two fewer agents.
Ameyo
JANUARY 16, 2019
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.
Bright Pattern
MARCH 8, 2019
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
Bright Pattern
AUGUST 11, 2017
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.
inContact
MARCH 22, 2016
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.
City Communications
FEBRUARY 22, 2019
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
Talkdesk
FEBRUARY 7, 2019
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. Call Center
Bright Pattern
MARCH 7, 2018
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.
Call Center Coach
JULY 26, 2017
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.
Jon Arnold
APRIL 5, 2019
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.
DMG
OCTOBER 26, 2017
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 is needed regardless of whether a contact center solution is on-premise or in the cloud.
Serenova
APRIL 26, 2019
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.
City Communications
SEPTEMBER 10, 2018
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?
City Communications
SEPTEMBER 10, 2018
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.
Fonolo
APRIL 10, 2019
Contact center software and CRM software have been on a slow collision course for decades. Now that both worlds are increasingly cloud-based, the collision is accelerating. Why is it hard to figure out the spending split between CRM and call center software?
EPIC Connections
SEPTEMBER 10, 2018
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.
inContact
SEPTEMBER 11, 2018
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.
Callminer
JUNE 12, 2018
Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.
Fenero
JUNE 24, 2018
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
inContact
JANUARY 10, 2018
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.
inContact
MARCH 19, 2019
The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. The contact center operation now operates seamlessly on the CXone platform from three locations—Plantation, FL, Las Cruces, NM and Santiago, Dominican Republic. Before teaming up with NICE inContact and CXone, however, the contact center operation didn’t always run like a well-oiled machine.
DMG
OCTOBER 26, 2017
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.
inContact
OCTOBER 22, 2018
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.”
Platform28
DECEMBER 5, 2016
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.
Noble Systems
JANUARY 2, 2019
Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality that today’s contact centers need. Contact Center Update: Catching Up With Noble Systems.
Talkdesk
SEPTEMBER 25, 2018
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.
Bright Pattern
JULY 11, 2017
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.
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