The Cloud Contact Center Land Grab Is On

DMG Consulting

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud. But there are also many enterprises that want to build their own cloud-based contact center environments.

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.” What does the cloud software market look like from 10,000 feet? If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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 world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. The argument for cloud software is compelling by itself, but why WFM in particular?

Cloud Contact Center Best Practices You Should Use In 2022

Playvox

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical.

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. a quality experience. Are hiring managers adapting training and recruiting practices to. want to provide a seamless, quality experience across all. The contact center is the one.

5 Powerful Benefits of Cloud Contact Center Solutions

Playvox

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Contact Center

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores.

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?

Contact Centers & COVID-19: Moving to WFH and Cloud-based Solutions

Fenero

In these times of COVID-19, the ways of contact center operations have been fully shaken up. The new normal is vastly different than the traditional contact center management experience to which most had grown accustomed. So how can contact centers and their employees adapt? The simple answer is moving to cloud-based contact center software and a work-from-home employee model.

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. AI, Teams UC and Video. .

The Future of Customer Experience Begins Now

Cisco - Contact Center

The All-New Webex Contact Center Lays the Foundation for the Next Generation of Customer Experiences. And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be.

The best contact center reporting and analytics tools on the market [Guide]

Tethr

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. Call Cente

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. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. Before contact center leaders can embrace Amazon Connect, they need to change how they think about contact center infrastructure.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. Contact Center Best Practices for 2020. The Cloud. Smart Quality Management.

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.

How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about.

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

But the Houston-based company was losing sleep over its two contact centers. But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. Operational efficiency has improved, quality assurance (QA) scores are soaring and agent adherence has risen steadily. As the leading specialty bedding retailer In the U.S.,

Abandon The Status Quo Now: Microsoft Teams Blog #3

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Transform your Contact Center with Microsoft Teams.

Why Customers Loathe Your Contact Center

8x8

If you took the time to dig into legacy contact center technology (yeah right, who does this?), Fortunately, people like me actually do geek out about contact center technology, evolution and trends. The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. That perception is reality for too many contact centers.

Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20

Aspect

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. For a period, it was mandatory that contact centers get agents out of the building.

Start Your Contact Center Move to the Cloud with Workforce Optimization

NICE inContact

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. Cloud contact centers have become a necessary step for companies to adopt a systematic approach that enhances performance, channels support and engagement, reporting and analytics to successfully support a customer base where customer preferences keep changing.”. No two cloud transformations are identical.

CxEngage Video: Setting a New Bar for Customer Engagement in the Contact Center

Serenova

Customer Engagement in the Contact Center. In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive.

Four Contact Center QM Practices That Stand the Test of a Global Pandemic

Serenova

For contact centers, that means customer patience may be waning at the same time agents are increasingly stretched and taxed under the weight of high (and higher) call volume. This is when quality management becomes essential.

In 2020, Technology Alone Won’t Transform Your Contact Center

Serenova

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. Without question, our cloud-based solutions help drive growth for contact centers.

The Serenova and Lifesize Merger Will Deliver High-Def Experiences for Contact Centers and the Most Successful Global Brands

Serenova

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. Bringing the Promise of Video to the Contact Center.

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.) but do greatly simplify systems management. The Most Important Lessons Learned from Migrating to the Cloud.

CxEngage Video: Setting a New Bar for Customer Engagement in the Contact Center

Serenova

Customer Engagement in the Contact Center. In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive.

Contact Centre Predictions 2019

Enghouse Interactive

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. of all contact centre inbound interactions. Despite the onward march of the robots, older, more traditional types of interaction technology still dominate in the contact centre today and we expect that to continue for some years to come.

How to Build a Call Center Evaluation Scorecard

NICE inContact

We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . For agents to provide exemplary, retention-driving customer service, they need to know how they are performing against quality standards, and an evaluation scorecard is the best and most effective way to do so.

Voice of the Customer – More Than Just a Survey

NICE inContact

Contact center managers often tell us, “My contact center. And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”. To get a a more accurate picture, you need to get feedback on your average interactions that may be more reflective of your contact center’s norm. Quality Management Analytics.

CXone Is Right on the Money for Check Into Cash Collections Team

NICE inContact

The good news: The company’s main contact center had been successfully using CXone for five years. But consistency across the board in functionality, quality management, and service were an issue because the collections team’s PBX dialer offered no reporting or visibility into agent’s performance. New opportunities for coaching emerged, and call quality and conversion rates rose. Check Into Cash had both good news and bad news.

Sell the Value of Data Insights to the C-Suite

NICE inContact

It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. Beginning with the functionality and benefits; the insights gleaned from data analytics are extremely valuable to creating an efficient and intelligent contact center. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex

Calabrio

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. Twilio Flex: A programmable approach to the contact center.

Florida’s City Furniture Gains Reliable Data and Performance Visibility

NICE inContact

Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. Its contact center never really knew for certain where it was on the quality continuum or what it needed to focus on to improve. As a result, productivity has soared, hold time has dropped and quality has improved.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

Serenova

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Here’s what was on their minds: Weighing Advantages and (Perceived) Risks of the Cloud. Industry-wide, when it comes to the cloud, today’s contact centers are in a state of flux.

Pandemic Proves the Flexibility of CCaaS Solutions

DMG Consulting

If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. of contact center seats were in the cloud, according to DMG Consulting research.

Modernize Call Center with Contact Center as a Service (Ccaas)

Dialer 360

The contact center as service (CCaaS), a cloud-based consumer experience solution. It allows companies to utilize a call center provider’s software. This is an ideal option for several call centers, offering scalability as operational needs change. The cloud-based contact enter simplifies technology to meet business objectives quickly. Contact enter is essential to your business. This is to run the cloud call center.

What Is CCaaS? Regenerate Your Contact Center as a Service

Dialer 360

Entirely, the transitioning call center to the virtual cloud. Eventually, this is for more to adopt the call center as a service solution. Contact Center As A Service). Call center as a service is providing the exact capabilities. Ultimately, elements which comprise a conventional call center. As well as CTI, email, text and media channels and quality management. What Is Cloud Contact Center As A Service?