How Modern Cloud Contact Centre Technology Delivers for Financial Services

Global Speech Networks

This transition to digital engagement is delivered through modern cloud contact centre technology providing innovative opportunities for growth. Here’s how Cloud Contact Centre technology delivers quality and success for financial services.

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. Despite the market migration to the cloud, many enterprises are still making major investments in premises-based contact center solutions.

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What Makes A Cloud Contact Center The Customer Experience Optimizer?

Balbelforce

Over the past few years, cloud computing has exploded across all industries. Businesses that used to invest heavily in their own IT infrastructure are increasingly switching to remote cloud services. Let’s explore some important reasons why the cloud is a customer experience optimizer.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

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.

Benefits of Migrating to a Cloud Contact Center

Calltools

Managers in contact centers focus on providing the best customer experience possible and are looking to the cloud to provide it. Many of the organizations that don’t have plans to move to the cloud are waiting until their investments in on premise systems are fully depreciated.

Executive Interview with LiveVox Founder & CEO Louis Summe

Contact Center Pipeline

Those who have been in the contact center industry for a while may recognize LiveVox as a leading outbound dialer. Sponsored Posts Technology AI artificial intelligence BI CCaaS cloud contact center Contact Center as a Service CRM hybrid work omnichannel workforce engagement management

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What is Call Center CRM? (and How to Supercharge Yours…)

Babelforce

Post summary: Practically every call center uses CRM software, but few get the most from it. Well-integrated CRM is the cornerstone of the most revolutionary CX and retention strategies. Your CRM is only as good as your ability to integrate it with other tools!

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Contact Center and CRM: A Galactic Merging

Fonolo

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. Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. Why is it hard to figure out the spending split between CRM and call center software? Cloud is the Driving Force.

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Best Practices for Managing Cloud Technology Solutions

DMG Consulting

Best Practices for Managing Cloud Technology Solutions. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. Companies that purchase premises-based solutions typically have security concerns about the cloud, or they have a large installed base of on-premises systems and do not want to swap them out or operate in a hybrid environment.

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.

Basic Research Builds B2C Business with Custom CRM Integration

NICE inContact

As a major wholesale distributor and direct-to-consumer seller of dietary, and health and beauty products, Basic Research was using a variety of contact center technologies that didn’t always work well together. What’s more, it has reduced the number of applications and streamlined its infrastructure—from eight segregated systems to two cloud-based integrated system—and eliminated the need for 12 servers in its data center.

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Cloud Contact Platforms, the Beginning of the Journey That Gets You One Step Closer

Sykes

be dazzled by new technology that allows us to combine more than one customer contact channel. Traditional contact platforms used in today’s BPO environment have the same principles as they did over 30 years ago with end-to-end communication. Cloud Technology.

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. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company. But with so many variables and configurations involved, identifying your contact center needs can be a tricky process. CRM integration.

Harnessing CCaaS and CRM Solutions: What’s the Missing Link?

CSM Magazine

Richard Pinnington at Calabrio explores today’s complex contact centre ecosystem and comes up with a strategy to create a synchronised agent and user experience. So far, this single view has proven elusive as the contact centre provider ecosystem is entrenched in a battle for the desktop.

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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. To help, we just released the Contact Center Cloud Technology Quick Guide.

Talkdesk’s Easy Contact Center and CRM Integration

Talkdesk

Making a digital transformation requires adding new channels to a company’s contact center strategy and enabling an agent to handle communications through all the channels. This approach brings an emphasis on using CRM data in every interaction across a wider channel map. Increased demand for accessibility of customer information requires deep integration with a CRM system like Salesforce. Blog Call Center cloud Contact Center talkdesk

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Talkdesk’s Easy Contact Center and CRM Integration

Talkdesk

Making a digital transformation requires adding new channels to a company’s contact center strategy and enabling an agent to handle communications through all the channels. This approach brings an emphasis on using CRM data in every interaction across a wider channel map. Increased demand for accessibility of customer information requires deep integration with a CRM system like Salesforce. Call Center cloud Contact Center talkdesk

CRM 40

The AI + CRM Integrated Contact Center: Driving Next-Gen Inside Sales Growth

NICE inContact

Inside sales teams investing in AI + CRM integrated cloud contact center technology are particularly poised to achieve the biggest ROI. Actually, they already ARE achieving big ROI! AI Call Center Best Practices

How Cloud Technology Can Power Your Customer Experience In Finance

Global Speech Networks

Few business solutions are equipped for this challenge — but cloud technology offers promising solutions. That’s why your contact centre must be equipped to address the increasing online demand of banking customers. The role of Cloud Contact Centre Technology.

Web Chat and Wallboard Added to Intelecom Cloud Contact Centre Solution

CSM Magazine

Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution. Børge Astrup, managing director of Intelecom Contact Centre Division commented, “We are continually looking for new ways to help our clients create the best possible customer service environments. This saves time and leads to faster, more effective contact resolution.

No API Integration in Your Call Center? You’re Basically Banning Collaboration.

Babelforce

There’s a new rule for contact centers: No more collaboration! Erm… does any contact center really do this? Here’s why… Most contact centers rely on an enormous number of tools. We’re talking about things like: CRM Helpdesk Dialer IVR ACD. …

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6 of the Best Apps for Remote Contact Center Teams

Fonolo

Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI. To manage customers and staff communications, the key is to use cloud-based software or apps.

5 Ways Technology Can Improve Your Customer Satisfaction Rates

Aspect

In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Here are five ways technology can improve your customer satisfaction rates. Before we jump into all of the ways technology can improve the customer experience, it’s important to note that it isn’t meant to replace a human connection, but rather enhance our ability to improve customer satisfaction.

Is Your Cloud Call Center Solution Missing These 7 Must-Have Features?

Balbelforce

A robust and adaptable cloud call center solution is an essential tool for any customer service operation. In this article we’ll take a look at seven features that your cloud call center software really must have. (As 7 essential features of cloud call center solutions. #1

Why are legacy systems still in use? (and what exactly are they?)

Balbelforce

Modern contact center software has many benefits. Cloud-based tools let you access data anywhere (enabling virtual contact center ), integrate your systems with other tools, and set up automation. For example: It might not be cloud-first.

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Acquisitions Point to Messaging’s Future in Customer Service

Fonolo

While phone and internet are massive points of contact, messaging apps is one of the most-requested features Zendesk’s customers are requesting …”. We talked about RingCentral’s grand ambitions in this post: “ Contact Center and CRM: A Galactic Merging ” and this one: “ The Top Contact Center Acquisitions of the Last 6 Months.”. The Contact Center Guide to Managing Spikes in Call Volumee.

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Cloud, the ‘New Normal’ for business continuity and performance

VocalCom

Cloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis. Those who haven’t are learning, at their expense, that Cloud is not just a ‘nice to have’ but is an essential tool for survival today – and tomorrow.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

In light of fast-changing customer demands, is your contact center keeping up? But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

Get Your Contact Center Ready for the Modern Age

NICE inContact

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. 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?

Get Your Contact Center Ready for the Modern Age

NICE inContact

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. 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?

« The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia

VocalCom

The COVID-19 pandemic has put to the fore the importance of the contact center as a pillar of customer experience – during the height of the crisis, it became the single contact point between the brand and the customer. Want to know more about the evolution of contact centers ?

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences

Cisco - Contact Center

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

The Work-from-Home Revolution & the Engagement Challenge

VocalCom

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. For this, contact center managers need to ensure a swift switch to the remote working model over the long term to continue to deliver a world-class customer experience.

Consumer Demands are Changing Faster than Ever. Is your Contact Center Keeping Up?

NICE inContact

In light of fast-changing customer demands, is your contact center keeping up? But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. The best WFM technology and forecasting algorithms in the market won’t help if you’re historical data set is not appropriate, complete, or accurate! The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog.

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. The best WFM technology and forecasting algorithms in the market won’t help if you’re historical data set is not appropriate, complete, or accurate! The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog.

Experta Seguros Migrates All Contact Center Agents to Remote Model in 2 Days With Vocalcom Solutions

VocalCom

Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home. Since 2019, the Argentine insurance company has been using a Vocalcom Contact Center solution installed on a private cloud architecture.

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. According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018.

Customized Service: What is it, and Should You Offer it?

Babelforce

Here are three examples of that in the contact center: When a customer calls your contact center, your routing system recognizes their location and sends them to a relevant agent. You notice that customers who buy a particular service often contact you with a specific question.

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The Omni-Channel Imperative

VocalCom

Contact centers: the epicenter of the customer experience (CX). Contact centers have become the key contact point between brands and customers to manage all interactions whatever the channel. so that contact centers can deliver a real omnichannel customer experience.