NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Agent Empowerment 50

Agent Empowerment Multi-channel support Contact Center Cloud contact 50

CSM Magazine

DECEMBER 10, 2015

Intelecom has over 17 years’ experience of providing cloud contact centre solutions. The company was recently named as a Challenger in the Gartner 2015 Magic Quadrant for Contact Centre as a Service, Western Europe. This provides a strong audit trail from beginning to end.

Cloud contact 40

Cloud contact Gamification CRM Technology 40

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 Customer Service 52

NICE inContact

APRIL 16, 2019

Alongside his multi-talented work on the stage, screen and radio, Fry cultivated a career as an author, contributing columns and articles for newspapers and magazines. Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7

Technology 54

Technology Cloud contact Contact Center 54

NobelBiz

FEBRUARY 21, 2023

And complying with government and industry regulations is mandatory for any contact center. Our Cloud contact center software NobelBiz Omni+ is fully compliant and features many advanced security measures to protect customer information and sensitive data. Data hackers are a big threat to every business! trillion by 2025.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

NobelBiz

FEBRUARY 15, 2023

And complying with government and industry regulations is mandatory for any contact center. Our Cloud contact center software NobelBiz Omni+ is fully compliant and features many advanced security measures to protect customer information and sensitive data. Data hackers are a big threat to every business! trillion by 2025.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

CSM Magazine

NOVEMBER 15, 2022

Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries. ” While voice remains its main channel, Genesys Cloud CX provides omnichannel support.

Cloud contact 52

Cloud contact Chatbots Self service CRM 52

West

APRIL 19, 2017

In my recent article published in CS Week’s Spring edition of Newsline Magazine (Page 3) , I explore the customer experience (CX) challenges today’s utilities face, and offer my take on how utilities can capitalize upon the “ mobile shift ” that has gradually seeped into the industry.

Customer Experience 59

Customer Experience Self service Customer Care Cloud contact 59

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 the global provider of secure payment solutions, today announces it has joined the Five9 CX Marketplace as an approved Secure Payments partner.

Cloud contact 52

Cloud contact Government SaaS Analytics 52

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021.

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

OCTOBER 12, 2021

Customers using Amazon Connect with PCI Pal will be able to reduce contact centre exposure to sensitive cardholder data, descoping their infrastructure from the requirements of PCI DSS. “The COVID-19 pandemic has made contact centre agility and security more important than ever,” continues Barham. “As

Government 52

Government Cloud contact Interactive Voice Response SaaS 52

Fonolo

JANUARY 14, 2020

He’s been featured in The Economist, Computerworld, BizTech Magazine, alongside many others, where he focuses on exploring the connection between customer services and technology. Top Pick: Customer self-service and the role of cloud contact centers. He was also the winner of HDI’s Lifetime Achievement Award .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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

CSM Magazine

OCTOBER 6, 2021

Avaya OneCloud CCaaS , with Google Cloud Contact Centre AI, is the first of its kind to be implemented in Japan and delivers new levels of self-service that both improve the customer experience and increase agent productivity. Avaya today announced that transcosmos inc.,

Business Process Outsourcing 52

Business Process Outsourcing Virtual Agent Self service Cloud contact 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.

Healthcare 52

Healthcare Cloud contact outsourcing Enterprise 52

CSM Magazine

FEBRUARY 12, 2024

To further elevate your outbound voice communication strategy, consider the transformative power of NobelBiz’s cloud contact center solution. This innovative platform seamlessly combines ease of use with a comprehensive suite of productivity tools, all while maintaining low IT overheads.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

CSM Magazine

APRIL 13, 2023

The commissioned study conducted by Forrester Consulting on behalf of SuccessKPI indicates the move to the cloud has been a frustrating journey for many due to the complexity and a lack of resources. Register for access: [link] Learn more about “The Frustrating Journey to Cloud Contact Center Success” study here: [link].

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

VocalCom

JULY 9, 2018

Chatbots Magazine states that 67% of people expect to use messaging apps when engaging with a brand. According to Location World, 40% of adults now use a virtual assistant such as Siri or Alexa once per day. These habits also extend to their interactions with businesses.

Interactive Voice Response 48

Interactive Voice Response Contact center software Chatbots Self service 48

VocalCom

NOVEMBER 13, 2017

According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. As the use of mobile devices and social media continues to grow, you might think that the days of email are over. So what should your brand do to create optimal email marketing campaigns?

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. As the use of mobile devices and social media continues to grow, you might think that the days of email are over. So what should your brand do to create optimal email marketing campaigns?

Marketing 48

Marketing Contact center software Upselling B2B 48

VocalCom

JANUARY 28, 2019

Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. AI has been transforming the customer experience landscape for some time now, and it won’t be slowing down in 2019. Expect to see AI as a power tool for personalization.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 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.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

CSM Magazine

DECEMBER 10, 2021

.” With a legacy of over 40 years in the contact center environment, VoiceFoundry’s expertise is focused on the Amazon Connect portfolio of services. “AWS Partners add value to customers across a wide range of industries around the world and are critical to their success.

Interactive Voice Response 52

Interactive Voice Response Technical Support Contact Center contact center solutions 52

CSM Magazine

FEBRUARY 25, 2020

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. In the summer of 2017, If switched to a cloud contact center in the Nordics with the help of Puzzel.

Virtual Agent 59

Virtual Agent contact center solutions Contact Center Cloud contact 59

CSM Magazine

MARCH 30, 2021

For instance, over half of contact centre managers with integrated cloud solutions believe they have positively impacted employee and customer data analysis. Evan Kirstel, B2B technology thought leader concluded, “The benefits of the cloud contact centre are so numerous that it is now impossible to overlook them.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

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. John D’Anna, President of Hammer.

Interactive Voice Response 10

Interactive Voice Response Contact Center Self service Healthcare 10

CSM Magazine

JANUARY 20, 2022

In the last 6 months alone, Hammer has launched Hammer Voice Explorer (HVE), an innovative solution to analyze Interactive Voice Response (IVR) systems and automatically create accurate documentation and testing scripts to help streamline adoption of cloud contact centers.

Contact Center 10

Contact Center Interactive Voice Response Healthcare Multichannel 10

CSM Magazine

MARCH 15, 2024

Companies can gradually transition based on their cloud readiness, moving channel by channel at their own pace. It’s a phased pathway we call “Cloud Contact Centre Without Compromise.” There’s no need to “rip and replace” existing infrastructure.

Customer Experience 52

Customer Experience Virtual Agent Healthcare Cloud contact 52

CSM Magazine

JANUARY 22, 2020

Under the new agreement, the two companies bring together industry-leading voice services from Teliax with a full set of customer experience offerings, including omnichannel contact center, knowledge management, and intelligent process automation services, provided by the QuandaGo Connected Experience Platform.

APIs 52

APIs Cloud contact Contact Center voip 52

CSM Magazine

AUGUST 16, 2022

” 8×8 XCaaS integrates cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities in a single-vendor solution. This provides National Express’ employees, contact centre agents, and administrative staff with a cutting-edge suite of cloud communications tools.

APIs 52

APIs Cloud contact CRM Service level 52

CSM Magazine

MARCH 23, 2022

The strategy is to replace various on-premises legacy systems with a single, cohesive cloud solution. Crucially, Calabrio provides seamless integration with Amazon Connect, an easy-to-use omnichannel cloud contact centre, and the bank’s Salesforce customer relationship management (CRM) system.

Banking 59

Banking Employee engagement Self service Cloud contact 59

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?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

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 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.

Virtual Agent 52

Virtual Agent First call resolution Cloud contact Contact Center 52

CSM Magazine

DECEMBER 17, 2019

John and the CX team at ECS are working with a number of UK retail banks to help them transform their customer experience using the Amazon Connect cloud contact centre solution. Before joining ECS this autumn, John spent many years at RBS.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85