New Integration with Google Cloud Contact Center AI

8x8

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.” .

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.

What, Why and How of Cloud Contact Center

Ameyo

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.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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.

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.

Cloud Contact Centers ~ Revolutionizing Customer Experience

OctopusTech

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.

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

APIs 94

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.”

Cloud Contact Center Made Simple – Call Routing

airespring

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.

How Long Should It Take to Set Up an Omnichannel Cloud Contact Center?

Bright Pattern

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

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.

How to Choose the Best Cloud Contact Center Provider

City Communications

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

Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology

inContact

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.

Why You Need More Than One Cloud Platform for Your Global Cloud Contact Center

Bright Pattern

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.

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 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. IT is needed regardless of whether a contact center solution is on-premise or in the cloud.

Steak over Sizzle When Considering Cloud Contact Center

City Communications

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?

Comparing On-premise and Cloud Contact Center Options

City Communications

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.

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.

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.

3 Contact Center Challenges You Can Win With Technology

Jive

As far as industry buzzwords go, none have had a bigger impact than “cloud.”. Whether you’re a small to medium enterprise or a major blue chip corporation, the Cloud has been lauded as the solution to common communication, storage, and productivity challenges.

See You At Contact Center Week For Discussions, Demos, and Copper Mules

Callminer

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.

Contact Center Update: Catching Up With Noble Systems

Noble Systems

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.

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

inContact

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.

Platform28: Cloud Contact Center for the Enterprise

Platform28

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.

Modernize Your Contact Center – Move to the Cloud

Waterfield Technologies

What does moving your Contact Center to the cloud mean to the customer? Calling into a contact center is never a favorite task of anyone. The post Modernize Your Contact Center – Move to the Cloud appeared first on Waterfield Technologies. Blog Cloud Contact CenterAre there benefits? We know […].

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.

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.

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

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.”

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.

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.

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.

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.

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.

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

How to Cash in on Contact Center Failures

inContact

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.

Amazon Connect, the Deconstructed Contact Center

USAN

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. Admittedly, Amazon’s conception of the contact center looks very different from what we’re used to.