Expert insights. Personalized for you.
It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020. 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
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
Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center. MORE
Contact centers handle thousands of communications a day from clients and users. In the past, trained IT personnel were needed to maintain and upgrade the infrastructure of the call center. cloud-based call center 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
Successful businesses choose innovation and they invest in contact center technology that keeps up with the customer service standards. The cloud contact center is the future, and the … Why Businesses are moving to the Cloud Contact Center Solutions in South Africa? 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
That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog. 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
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. 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
Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. Contact Center User Experience Cloud Communications MORE
That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. In just one hour, you’ll gain an in-depth understanding of contact center benchmarks and “the continuous improvement cycle”—a six-step methodology that gets real results so your company can: Compare to competition Pinpoint performance gaps Identify improvement initiatives Enhance enterprise value. 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
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
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
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
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
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
The rise of the cloud has spurred remarkable transformation across nearly every industry. Contact centers, oftentimes considered archaic, slow-moving and inflexible are transitioning to a cloud-based model that enables them to become nimble, scalable and innovative. MORE
The post Ask the Right Questions: 6 Essential Questions you Need Answered before Committing to a Cloud Contact Center Platform appeared first on Sharpen Contact Center Software. It’s rare in our lives that we make big purchases that tie us to long commitments. MORE
CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform. MORE
Selecting the right Cloud Call Center technology is a tricky business because the quality of service that you offer would depend upon the software you are using in your organization. Cloud Contact Center 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
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
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
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
In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Ultimately, your unique business needs will determine what is included in your cloud contact center system. Speech analytics is another essential for cloud contact centers. 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
In fact, contact center expert Beverly McIntosh described good voice quality as “table stakes.”. As companies move their contact centers to the cloud, we have seen an increase in interest around voice quality, which is typically measured by a Mean Opinion Score ( MOS ). MORE
Noble Systems
JUNE 27, 2019
In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Ultimately, your unique business needs will determine what is included in your cloud contact center system. Speech analytics is another essential for cloud contact centers.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
Ameyo
SEPTEMBER 15, 2019
Successful businesses choose innovation and they invest in contact center technology that keeps up with the customer service standards. The cloud contact center is the future, and the … Why Businesses are moving to the Cloud Contact Center Solutions in South Africa?
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.
NICE inContact
OCTOBER 9, 2019
CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform.
|
Bright Pattern
JULY 31, 2019
Contact centers handle thousands of communications a day from clients and users. In the past, trained IT personnel were needed to maintain and upgrade the infrastructure of the call center. cloud-based call center
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.” .
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.
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.
Talkdesk
JUNE 3, 2019
The rise of the cloud has spurred remarkable transformation across nearly every industry. Contact centers, oftentimes considered archaic, slow-moving and inflexible are transitioning to a cloud-based model that enables them to become nimble, scalable and innovative.
|
|
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.”
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
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.
Ameyo
AUGUST 9, 2019
Selecting the right Cloud Call Center technology is a tricky business because the quality of service that you offer would depend upon the software you are using in your organization. Cloud Contact Center
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?
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
Serenova
FEBRUARY 6, 2019
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.
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.
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
NICE 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.
Cyara
AUGUST 21, 2019
In fact, contact center expert Beverly McIntosh described good voice quality as “table stakes.”. As companies move their contact centers to the cloud, we have seen an increase in interest around voice quality, which is typically measured by a Mean Opinion Score ( MOS ).
NICE 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.
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.
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.
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
Fonolo
DECEMBER 17, 2019
It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020.
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.
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.
Jon Arnold
SEPTEMBER 4, 2019
Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. Contact Center User Experience Cloud Communications
DMG Consulting
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.
Fonolo
JANUARY 9, 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.
SharpenCX
SEPTEMBER 5, 2019
The post Ask the Right Questions: 6 Essential Questions you Need Answered before Committing to a Cloud Contact Center Platform appeared first on Sharpen Contact Center Software. It’s rare in our lives that we make big purchases that tie us to long commitments.
NICE inContact
AUGUST 19, 2019
That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. The post Contact Center Benchmarks Provide Continuous Improvements appeared first on NICE inContact Blog.
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?
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
NICE inContact
AUGUST 19, 2019
That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. In just one hour, you’ll gain an in-depth understanding of contact center benchmarks and “the continuous improvement cycle”—a six-step methodology that gets real results so your company can: Compare to competition Pinpoint performance gaps Identify improvement initiatives Enhance enterprise value.
NICE inContact
AUGUST 23, 2019
Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.
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.
67 
Let's personalize your content