Essentials of Cloud Contact Centers

Noble Systems

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.

How to Improve Customer Experience Using Cloud Contact Centre Technology

Connect Managed

Every business that relies on contact centres to engage with customers will know how important the customer experience is. You can win customers over with your customer experience but risk losing them when things go wrong.

Cloud Contact Centers ~ Revolutionizing Customer Experience


Cloud Contact centers have been gaining popularity recently. Cloud contact centers are based on cloud computing or virtual storage space and software holding tank which is basically an IT paradigm that enables access to shared pools of configurable system resources over the internet.

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.

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

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

How Are You Measuring Voice Quality in Your Cloud Contact Center?


Voice quality can be the difference between keeping and losing a customer, so it’s important to get it right. In fact, contact center expert Beverly McIntosh described good voice quality as “table stakes.”.

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center


It can also be one of the most stressful purchases, but Talkdesk customer Shift has made it their mission to change that. Shift needed a better way to route calls to agents across their three contact centers. Customer Win Customer Experience Shift

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center


It can also be one of the most stressful purchases, but Talkdesk customer Shift has made it their mission to change that. Shift needed a better way to route calls to agents across their three contact centers. Call Center Customer Experience Shift

Cloud Contact Center Architecture: Why Microservices Matter


As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your organization’s bottom-line if you are too slow to respond. All businesses—no matter what industry—must strive to deliver the ideal customer experience.

Guest Blog: The Rise of Chatbots in Customer Experience


This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. From Customer Service to Customer Experience.

New Integration with Google Cloud Contact Center AI


Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program.

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe.

The Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. Is conversational AI the next big thing in customer experience?

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

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

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences.

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. Here are the top five advantages of moving contact centers to the cloud.

Customer Experience is a Two-way Street – You Have to Listen

NICE inContact

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Happy customers buy more, cost less to serve and are strong advocates to bring new customers. On trying to understand what your customers really want, listening to them constantly and enabling every employee in the organization to act is imperative. Take an Outside-in View of the Customer not an Inside-out Organizational View.

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. Customer experience.

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

NICE 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. “One of the reasons why we went to the cloud was to scale, not only to scale in size but also scale with regards to the cost,” said Aarde Cossoboom, from TechStyle Fashion Group.

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start


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?

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

NICE 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.

Voice Technology: How One of the UK's Top Four Supermarket Chains Uses Cloud Contact Centre Technology to Say Hello

Connect Managed

Having voice technology in your Contact Centre software enables you to streamline interactions and enhance the customer experience, saving time and money. Voice Biometrics Contact Centre Cloud

Cloud Contact Center Solutions Improve Relationships between Business and IT


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. Vendors of cloud-based contact center infrastructure solutions provide hardware, software and often carrier services.

The Five-Stage Road to Customer Experience Maturity: Where is Your Organization?

NICE inContact

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others. Stage two — Customer-Chaotic: An organization that is becoming aware of the value of CX.

Embracing Digitisation to Boost Customer Experience : The Middle East Story


Cloud Technology cx memories call center technology Omnichannel Customer Experience, Cloud Contact CenterDigitisation is leading the way business is done in today’s hyper-connected world.

Get Gartner’s Advice: Cloud Contact Center Buyer’s Guide

NICE inContact

You know it’s time to take your contact center’s CX to a new level. But moving to the cloud can seem daunting. Our webinar, Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center , will guide you through the entire decision cycle with insights from industry experts, from building a consensus on priorities internally to evaluating your options to negotiating and selecting new partner. Advantages of the Cloud Contact Center Management Customer Experience

7 Trends Shaping the Customer Experience in 2019


When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as well as a demand for secure experiences will dominate as well.

A Better Contact Center for a Better Customer Experience


If you haven’t replaced or upgraded your contact center solutions recently, there’s a good chance your customers have noticed. Customer care has made huge advances over the last several years, and customer expectations have responded.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

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.

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. In addition, Intelecom now offers a standard integration to customer service platform, Zendesk. Customer Service News

The Role of Emotions in the Customer Experience


When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Anticipate customer emotions in different situations.

Call Centers are the Front Line of Customer Service

NICE inContact

Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. Some customer problems can be solved in a public forum for all to see.

Hitting a Customer Experience (CX) Grand Slam

NICE inContact

My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. The topic of the third webinar was Orchestrating Immersive CX in Your Contact Center.

Get Your Contact Center Ready for the Modern Age

NICE inContact

Modernizing your contact center software may seem like a big job. Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a framework to help you build your modernization plan.

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Customers want proactive communications. How does a contact center meet these demands?

6 Customer Experience Mistakes Every Brand Should Avoid


The old saying that “the customer is always right” has never held more importance. These days, providing great products and service is not enough—great experiences matter the most. In this digital age, customers may easily praise or criticize your brand on social media, enticing your competitors to step in and lure your followers away. To create the kinds of experiences that win loyalty, make your customers the top priority–and avoid these six costly mistakes.

5 Key Terms That Drive Great Customer Experiences


What exactly is at the heart of great customer experiences? Many would argue that a brand’s ability to embrace a core set of values is essential to creating a customer-centric approach that wins long-term loyalty. Here are five key terms that drive great customer experiences and keep the customer’s interests at heart. Great customer experiences begin with trust. Emotions play an important role in customer experience.

5 Ways Big Data Can Improve the Customer Experience


Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

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.

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

NICE inContact

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Is your Contact Center Keeping Up?