CSM Magazine

DECEMBER 10, 2015

In addition, Intelecom now offers a standard integration to customer service platform, Zendesk. The latest product release is designed to provide increased levels of customisation plus boost agent productivity and deliver a faster, highly personalised customer experience. This provides a strong audit trail from beginning to end.

Cloud contact 40

Cloud contact Gamification CRM Technology 40

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

NOVEMBER 15, 2022

The pest control leader is implementing Genesys Cloud CX — an all-in-one Cloud, contact centre and experience solution — as its contact centre platform as part of an ambitious unified communications project. ” While voice remains its main channel, Genesys Cloud CX provides omnichannel support.

Cloud contact 52

Cloud contact Chatbots Self service CRM 52

CSM Magazine

MARCH 30, 2022

PCI Pal is now available on the Five9 CX Marketplace and can be easily integrated with the Five9 Intelligent Cloud Contact Centre. PCI Pal will be featured as an integrated partner, offering a secure payment solution to Five9’s network of more than 2,500 contact centre customers worldwide.

Cloud contact 52

Cloud contact Government SaaS Analytics 52

CSM Magazine

JANUARY 17, 2024

As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. By leveraging the insights buried within unstructured data, contact centres can enhance their understanding of customer preferences, pain points, and trends.

Cloud contact 52

Cloud contact Analytics Chatbots Contact Center 52

West

APRIL 19, 2017

[i] Despite many utilities recognizing the need to address ever-rising customer mobility with newer, more proactive communication strategies, they still fail to make it a priority.

Customer Experience 59

Customer Experience Self service Customer Care Cloud contact 59

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Modern businesses and contact centres using Calabrio are able to provide exceptional service to their customers through disrupted times. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

CSM Magazine

MARCH 9, 2023

Asking the right questions As an experienced trusted contact centre technology partner, Sabio can support you in any of these journeys based on the strong partnerships we hold with industry-leading vendors across the three cloud contact centre approaches.

Cloud contact 52

Cloud contact Technology Customer Experience Management 52

CSM Magazine

MAY 13, 2021

Working via PCI Pal’s partner 8×8 as part of a major project to replace legacy communications systems, Halfords has implemented the cloud-based 8×8 SecurePay solution, powered by PCI Pal to ensure all payments handled by the retailers’ circa.

Cloud contact 52

Cloud contact Government SaaS CRM 52

CSM Magazine

FEBRUARY 12, 2024

It also allows businesses to gather feedback, refine products or services, and enhance the customer experience. Building lasting customer relationships is a key objective of outbound voice communication. Communication skills training can enhance the effectiveness of conversations and result in positive customer experiences.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

CSM Magazine

JANUARY 8, 2024

But with the right cloud-based tools and experience, we can get customers back online by providing replacement contact centre and automation solutions in a matter of hours, not days or weeks. This enabled secure agent access from anywhere (i.e. About the Author Rob Scutchings is Chief Technology Officer at Sabio Group.

Healthcare 52

Healthcare Cloud contact outsourcing Enterprise 52

CSM Magazine

OCTOBER 6, 2021

a Japan-based business process outsourcing giant with a presence in 30 countries and regions is now able to deliver effortless customer experiences on behalf of its clients after implementing the Avaya OneCloud CCaaS platform with conversational AI. Avaya today announced that transcosmos inc.,

Business Process Outsourcing 52

Business Process Outsourcing Virtual Agent Self service Cloud contact 52

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Network (APN) recognized VoiceFoundry’s work to help customers elevate their customer experience leveraging Amazon Connect. ” With a legacy of over 40 years in the contact center environment, VoiceFoundry’s expertise is focused on the Amazon Connect portfolio of services. About TTEC.

Interactive Voice Response 52

Interactive Voice Response Technical Support Contact Center contact center solutions 52

VocalCom

JULY 9, 2018

Technology that simplifies the customer experience. Customers are not afraid of using technology to find answers or complete tasks. Chatbots Magazine states that 67% of people expect to use messaging apps when engaging with a brand. The best omnichannel experiences are seamless ones. Seamless interactions.

Interactive Voice Response 48

Interactive Voice Response Contact center software Chatbots Self service 48

CSM Magazine

OCTOBER 25, 2022

Calabrio continues to attract top-tier talent as the cloud contact centre landscape evolves. Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Ryan Toben, SVP of customer success and sales operations.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

VocalCom

NOVEMBER 13, 2017

According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Marketing 48

Marketing Contact center software Upselling B2B 48

VocalCom

NOVEMBER 13, 2017

According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Marketing 48

Marketing Contact center software Upselling B2B 48

CSM Magazine

APRIL 13, 2023

a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. SuccessKPI, Inc.,

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

CSM Magazine

MARCH 30, 2021

Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. In a study entitled State of the Contact Centre 2021: Cloud is Here. That is why more and more companies are adopting this model.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

CSM Magazine

FEBRUARY 25, 2020

More importantly, the use of chat bots allows employees to free up time to handle more complex cases where personal contact is important. Artificial intelligence (AI) is proven to be a clear success factor when it comes to customer experience (CX) and is an important ingredient in the mix of contact channels.

Virtual Agent 59

Virtual Agent contact center solutions Contact Center Cloud contact 59

CSM Magazine

MARCH 15, 2024

Over the past year, Sabio Group has been working closely with Avaya to help companies across industries unlock the full potential of the Avaya Experience Platform (AXP). million policyholders to transition to Avaya’s cloud-based contact centre solutions. About the Author Derek Forrest is Head of Avaya Solutions.

Customer Experience 52

Customer Experience Virtual Agent Healthcare Cloud contact 52

CSM Magazine

AUGUST 18, 2022

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer. Not only that, it also empowers agents to provide better customer experiences, wherever they are located. John D’Anna, President of Hammer.

Interactive Voice Response 10

Interactive Voice Response Contact Center Self service Healthcare 10

CSM Magazine

JANUARY 20, 2022

John D’Anna to lead Hammer, the fast-growing contact center assurance division created from the acquisition of Empirix by Infovista. The experienced leader will drive and fulfill booming demand for Hammer customer experience assurance as contact centers migrate to the cloud. About Hammer.

Contact Center 10

Contact Center Interactive Voice Response Healthcare Multichannel 10

CSM Magazine

DECEMBER 17, 2019

Even younger customers are embracing voice, thanks to the ubiquity of voice assistants such as Siri and Alexa. To help boost their NPS and differentiate their services, banks will turbocharge contact centres with smart voice channels that offer a frictionless customer experience.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

CSM Magazine

JANUARY 22, 2020

Teliax, a global leader in innovative voice connectivity and communications platforms, today announced its partnership with customer experience software provider QuandaGo to deliver a Contact Center-as-a-Service (CCaaS) platform to its worldwide customer base of carriers and service providers. ” About QuandaGo.

APIs 52

APIs Cloud contact Contact Center voip 52

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? Loyalty is now a digital experience.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

CSM Magazine

MARCH 23, 2022

Standard Bank has selected Calabrio for its cloud-first approach to workforce optimisation and close integration with Amazon Connect. . The strategy is to replace various on-premises legacy systems with a single, cohesive cloud solution. For more information, visit www.standardbank.com. About Calabrio.

Banking 59

Banking Employee engagement Self service Cloud contact 59

CSM Magazine

AUGUST 16, 2022

Additionally, their contact centre agents, of which 80 percent work remotely, required a solution that was tightly integrated with their CRM system and able to accept secure payments over the phone without compromising privacy, regardless of where the employee or the customer was located.

APIs 52

APIs Cloud contact CRM Service level 52

CSM Magazine

APRIL 1, 2022

Sabio Group, the digital customer experience (CX) transformation specialist, has expanded its partnerships with Google Cloud and Twilio by building a new solution to rapidly deploy Google Cloud Contact Center AI (CCAI) across the Twilio Flex platform. ” About Sabio. . ” About Sabio.

Virtual Agent 52

Virtual Agent First call resolution Cloud contact Contact Center 52

CSM Magazine

JULY 7, 2021

we discovered how data is the beating heart of a synchronised agent and user experience, empowering frontline staff to deliver better customer experiences. However, organisations should not forget the role of voice calls to complete CXI data and to truly understand customer touchpoints. Voice is the common denominator.

CRM 52

CRM Enterprise Journey mapping Analytics 52

CSM Magazine

JULY 21, 2020

Recruiting and onboarding new staff in line with social distancing is uncharted territory, but using cloud contact centre solutions can get you off to a good start. Thomas R ødseth of Puzzel and John Bhairoo of Black & White Recruitment share a five-point plan for success.

Gamification 52

Gamification Cloud contact Surveys Chatbots 52

CSM Magazine

APRIL 28, 2021

Contact Centre as-a-Service (CCaaS) players might have the specialist cloud contact centre expertise and Unified Communications (UCaaS) players additionally offer voice functionality, but both lack the CRM capabilities necessary to fully understand the customer. About the Author. About Calabrio.

CRM 59

CRM Analytics Multichannel Telecommunications 59

CSM Magazine

MAY 12, 2023

By migrating to the cloud, companies can harness its numerous advantages, including flexibility, scalability, and cost savings. This shift has the potential to significantly enhance the overall customer experience, positioning businesses for greater success in today’s competitive landscape.

Omni-channel support 52

Omni-channel support Customer Service Chatbots Customer Support 52

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). About the Author.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

CSM Magazine

NOVEMBER 25, 2020

Without this information at their fingertips, agents are unable to provide the high value support customers need. The pressure on voice as a channel means that customers are moving to digital channels, which legacy infrastructure struggles to support. Andrew Tucker is Partner Success Manager at Cirrus.

Abandon rate 59

Abandon rate Employee engagement Cloud contact Wait times 59