EPIC Connections

SEPTEMBER 10, 2018

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. Service Level Objectives.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). It reduces the call centers average cost per case and improves upsell opportunities. Speech Analytics. Manage complex call flow designs.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Babelforce

MAY 27, 2021

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. A customer calls, and your IVR system notices they have an outstanding order. They can: Spot upsell opportunities. 3 Segment your customers.

Customer Service 88

Customer Service Contact Center CRM Interactive Voice Response 88

VocalCom

APRIL 9, 2018

Understanding your customers’ behavior is critical to identifying opportunities for upselling and cross-selling. AI may also be used to make IVR menus function more efficiently, routing customers to qualified agents as quickly as possible. Use text analytics to offer superior service. Determine when human assistance is needed.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

JULY 31, 2017

For example, is the customer able to connect to an agent quickly through an IVR menu? Can he switch from social media to the voice channel with ease? What is his satisfaction score post contact? Such brands enjoy an average sales cycle that is 18 times faster, with 56% more revenue from upselling and cross-selling efforts.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

AWS Machine Learning

NOVEMBER 15, 2023

In order analyze the calls properly, Principal had a few requirements: Contact details: Understanding the customer journey requires understanding whether a speaker is an automated interactive voice response (IVR) system or a human agent and when a call transfer occurs between the two.

Analytics 113

Analytics Interactive Voice Response Average Handle Time Contact Center 113

Fonolo

FEBRUARY 2, 2023

It’s as simple as setting up an automated call-back offer in your interactive voice response (IVR). For example, agent might receive pop-ups on their screen with recommendations on how to upsell the customer or legal topics to avoid. Callers who opt in can go about their day while their place in queue is saved.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140