Connect

JULY 30, 2019

Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress. Cloud contact centre technology could help. You can win customers over with your customer experience but risk losing them when things go wrong.

Cloud contact 41

Cloud contact Technology Customer Experience 41

Connect

JULY 30, 2019

Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress. Cloud contact centre technology could help. You can win customers over with your customer experience but risk losing them when things go wrong.

Cloud contact 40

Cloud contact Technology Customer Experience 40

DMG Consulting

MAY 15, 2018

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.

contact center solutions 59

contact center solutions Cloud contact Contact Center Revenue potential 59

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. As Vasili Triant , Chief Operating Officer of UJet , explained on a recent podcast, many go-to-market activities can help in this effort. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

NICE inContact

OCTOBER 22, 2018

What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group. The post Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel appeared first on NICE inContact Blog.

contact center solutions 48

contact center solutions Cloud contact Contact Center Technology 48

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Unify to Deliver Immersive Customer Experiences.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. Too many choices?

Cloud contact 52

Cloud contact Technology Customer Experience Marketing 52

CSM Magazine

DECEMBER 10, 2015

Intelecom Group AS has announced the latest enhancements and new features of its multi-channel cloud-based contact centre solution. Intelecom has improved the wallboard’s functionality to accommodate the trend for motivating contact centre agents through gamification techniques.

Cloud contact 40

Cloud contact Gamification CRM Technology 40

NobelBiz

NOVEMBER 13, 2023

Here is how it works; your consumers are classified into one of three groups based on their responses: (9-10) Advertisers or Promoters : these are your most devoted and passionate clients, eager to serve as authentic brand advocates. Determine the threshold with which the focus groups must respond to recognize success.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

CSM Magazine

JANUARY 17, 2024

Cloud CCaaS Migrations Will Continue to Slow – But Not Forever While the cloud has been a buzzword in the contact centre industry for some time, we’re witnessing a slowdown in Cloud Contact Center as a Service (CCaaS) migrations which I think will continue in 2024.

Cloud contact 52

Cloud contact Analytics Chatbots Contact Center 52

Aspect

APRIL 6, 2020

The second Thursday of each month, Aspect partners with the Aspect Software User Group Association (ASUGA) to bring topics from thought leaders around the world and Aspect product experts. These sessions are designed to provide insight and value to all ASUGA members and focus on industry trends, best practices and tips and tricks.

Cloud contact 87

Cloud contact Call flow Best practices Contact Center 87

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

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

TechSee

AUGUST 14, 2023

She has led CX for giants such as Whitbread, Sainsbury’s, and Compass Group as well as providing clients worldwide with groundbreaking products, services, and experience design services as a consultant. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5% of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

NOVEMBER 15, 2023

Solution overview After extensive research, the Principal team finalized AWS Contact Center Intelligence (CCI) solution s, which empower companies to improve customer experience and gain conversation insights by adding AI capabilities to third-party on-premises and cloud contact centers. ©2023 Principal Financial Services, Inc.

Analytics 110

Analytics Interactive Voice Response Average Handle Time Contact Center 110

Noble Systems

MAY 4, 2021

Enterprising groups started to use the call center for outbound calls, too, for sales, surveys, or follow-up. The Contact Center was the next evolution. Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities.

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 98

Calltools

APRIL 3, 2024

Now that many software solutions have moved to the cloud, contact centers can give remote employees access to the tools they need. AI, however, can review customer interactions to spot trends in individual and group behaviors. The majority of employees say they like hybrid work because it improves their work-life balance.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Callminer

DECEMBER 17, 2019

Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” ” – Contact Center Industry Stats – Technology , The Taylor Reach Group; Twitter: @taylor_reach. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Talkdesk

APRIL 15, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. In this post, we cover the topic of infrastructure security, which covers nine areas: cloud security, encryption, password requirements, authentication requirements, network security, endpoint security, access control, customer data and audit.

Wireless 81

Wireless industry standards Engineering Cloud contact 81

Serenova

APRIL 7, 2020

An internal IT support group was designated by the customer to provide expedited support to its agents and help them get back to work fast. Using Serenova’s cloud contact center solution, our professional services team configured a dedicated cloud tenant for the internal IT team exclusively supporting the new WFH agents in under two hours.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

JustCall

MARCH 9, 2023

Genesys Cloud CX Genesys Cloud CX Genesys’ cloud contact center software is ideal for businesses seeking to foster long-term customer relationships. Customer Satisfaction is a Top Priority If you think of it, customer satisfaction is the reason that contact centers exist.’

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Talkdesk

OCTOBER 23, 2019

John Paul , part of the AccorHotels group, is an exclusive provider of luxury and premium loyalty, offering its clients best-in-class concierge service, relationship marketing/events, and cutting edge digital expertise. They are also looking forward to Talkdesk providing best-in-class efficiency and cutting-edge functionality. .

Cloud contact 56

Cloud contact Contact Center Enterprise Technology 56

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Talkdesk

FEBRUARY 25, 2020

According to PNC Financial Services Group, “40 percent of the top 20 businesses in every industry will face a new competitive threat , often using new digital techniques to change the industry landscape”. Talkdesk’s cloud-native enterprise solution is easy to implement, maintain and update. The post Embrace the cloud.

Cloud contact 56

Cloud contact contact center solutions Customer centricity Contact Center 56

JustCall

NOVEMBER 25, 2022

Talkdesk NICE CXone Salesken CallMiner Eureka Genesys Cloud CX Avaya OneCloud CCaaS Observe.AI Talkdesk® is the global cloud contact center market leader for customer-focused businesses. Genesys Cloud CX is built for people and built for change. CloudTalk Mediafly Coach360 (formerly ExecVision) Five9. NICE CXone.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

CSM Magazine

FEBRUARY 12, 2024

Segmentation allows businesses to divide their customer base into distinct groups based on demographics, behaviors, preferences, or other relevant factors. To further elevate your outbound voice communication strategy, consider the transformative power of NobelBiz’s cloud contact center solution.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

NobelBiz

MARCH 29, 2022

Customer engagement has two main advantages for contact centers: It allows consumers to be more involved and hence more satisfied It increases customer retention rates An engaged client is a customer who communicates his happiness and discusses his recommendations, and will not hesitate to express his favorable opinion.

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

NobelBiz

JANUARY 23, 2024

At NobelBiz, leveraging over two decades of industry experience, we have crafted a unique cloud contact center solution that simplifies agent workflows and delivers a seamless customer experience across all channels, globally. CSaaS is the route to making excellent customer support possible.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Hodusoft

FEBRUARY 9, 2022

The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. Contact Center Technology Trends in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Serenova

APRIL 16, 2020

A Cloud-based Support Center for a Global Workforce. While our customer had already been using Serenova’s cloud contact center solution for its HR access line, the significant COVID-19-related volume increase necessitated a need to burst to scale. Moving to the Cloud in Less than Two Hours.

Interactive Voice Response 96

Interactive Voice Response contact center workforce Contact Center Finance 96

Talkdesk

MAY 11, 2020

If you don’t have time to meet with agents one-on-one, try organizing small group discussions with ring groups or regions, also known as huddles. Or, host a group discussion where agents can vent about the tough moments they faced on calls and brainstorm new approaches together. Is there something I can help you with right now?

Coaching 88

Coaching Contact Center Morale Analytics 88

Talkdesk

FEBRUARY 28, 2020

The Justworks team selected Talkdesk Enterprise Cloud Contact Center for its modern cloud architecture, which allows employees to work remotely, as well as its intuitive interface and ability to integrate with their CRM.

First call resolution 61

First call resolution contact center solutions Cloud contact Contact Center 61

Talkdesk

MARCH 13, 2020

English Live, a division of EF Education First, is an award-winning, online learning platform that provides certified English learning in the form of self-study, private lessons and group lessons. When looking for a new contact center solution, call quality was the leading factor moving forward.

Enterprise 52

Enterprise Education contact center solutions Cloud contact 52

NobelBiz

DECEMBER 11, 2023

This could lead to an individual, a department, a waiting queue, or a custom group​​. Call Flows with NobelBiz NobelBiz offers two powerful solutions to streamline and enhance call flows within contact centers. Caller Input: The caller’s choice leads to a more specific set of options or directly to the appropriate team or department​​.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

Liveops

MARCH 11, 2021

Employee-led groups foster relationships. . Five9 is the leading provider of cloud contact center software. They are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center.

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

NobelBiz

FEBRUARY 22, 2023

Internal Dimension: Group and one-on-one sessions for guiding or training Time spent without handling clients. Instead, you can simply manage it with a Cloud Contact Center Solution. Skill Based Routing Workforce Management features are now standard in most Cloud Contact Center Solutions.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52