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

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

CSM Magazine

DECEMBER 10, 2015

Børge Astrup, managing director of Intelecom Contact Centre Division commented, “We are continually looking for new ways to help our clients create the best possible customer service environments. Intelecom has over 17 years’ experience of providing cloud contact centre solutions.

Cloud contact 40

Cloud contact Gamification CRM Technology 40

NobelBiz

FEBRUARY 21, 2023

At Nobelbiz, our mission is to elevate both simplicity and efficiency as industry standards, while constantly updating to the latest technological developments and keeping costs in check. And complying with government and industry regulations is mandatory for any contact center. This is key in encrypting all financial data.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

NobelBiz

FEBRUARY 15, 2023

At Nobelbiz, our mission is to elevate both simplicity and efficiency as industry standards, while constantly updating to the latest technological developments and keeping costs in check. And complying with government and industry regulations is mandatory for any contact center. This is key in encrypting all financial data.

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

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. His previous weekly technology column in The Guardian brought him notable recognition and tech-savviness!

Technology 54

Technology Cloud contact Contact Center 54

CSM Magazine

MARCH 9, 2023

It’s what underpins successful relationships between organisations and their customers, and if you focus here, you can quickly work your way back to the technology and know exactly what it is that you’re trying to achieve with cloud.

Cloud contact 52

Cloud contact Technology Customer Experience Management 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. At Sabio, we make it our business to implement contact centre technology and truly understand your business and customer journeys.

Healthcare 52

Healthcare Cloud contact outsourcing Enterprise 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

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. Top Pick: Customer self-service and the role of cloud contact centers. Which customer service blog posts helped to shape the last decade for you? .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

FEBRUARY 12, 2024

Brad Butler, Contact Center Software Consultant @NobelBiz Leveraging omnichannel contact center software, technology and tools In addition to scripting and messaging, leveraging omnichannel contact center software , technology and tools can enhance the efficiency and effectiveness of your outbound voice communication efforts.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

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

DECEMBER 10, 2021

“This award is recognition of our commitment to helping our customers reimagine their customer experience, taking advantage of cloud technologies at the forefront of the modern contact center.” About TTEC. TTEC Holdings, Inc.(NASDAQ: To learn more, visit us at www.ttec.com.

Interactive Voice Response 52

Interactive Voice Response Technical Support Contact Center contact center solutions 52

VocalCom

JULY 9, 2018

As technology changes the ways in which they interact with brands, expectations continue to shift. While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. What do customers really want?

Interactive Voice Response 48

Interactive Voice Response Contact center software Chatbots Self service 48

VocalCom

JANUARY 28, 2019

Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. As sophisticated as technology might be these days, customers still long for the human touch. AI has been transforming the customer experience landscape for some time now, and it won’t be slowing down in 2019.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

CSM Magazine

MARCH 30, 2021

For example, 56% are more willing to try social tools, 55% are more willing to try business intelligence software, and 47% are more willing to try new chatbot technologies. For instance, over half of contact centre managers with integrated cloud solutions believe they have positively impacted employee and customer data analysis.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

CSM Magazine

OCTOBER 25, 2022

Calabrio continues to attract top-tier talent as the cloud contact centre landscape evolves. He previously led teams at Ellucian, PTC, and CentralSquare Technologies. Daniel Maier, chief revenue officer, Calabrio. Maier joins Calabrio with more than 20 years of enterprise software sales experience.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 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

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

JANUARY 20, 2022

“The pace of change within the Contact Center industry is unprecedented,” said , “More importantly, the behaviors and expectations in terms of quality of experience for consumers and agents have evolved so drastically over the last few years that no user centric organization can ignore Customer Experience assurance anymore.”. About Hammer.

Contact Center 10

Contact Center Interactive Voice Response Healthcare Multichannel 10

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. The largest contact centers around the world rely on Hammer and its proven technology to guarantee optimal customer experience and business outcomes.

Interactive Voice Response 10

Interactive Voice Response Contact Center Self service Healthcare 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.” And it all integrates seamlessly with other best-of-breed technologies.

Customer Experience 52

Customer Experience Virtual Agent Healthcare Cloud contact 52

CSM Magazine

JANUARY 22, 2020

Teliax partners will benefit by offering their customers an ‘all-in-one’ cloud-based platform from QuandaGo that makes it easy to turn-on a cloud contact center, integrate all data sources, and automate processes from the front office to the back office. ” 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? WEM to the rescue: one solution – additional revenue.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

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.

Virtual Agent 52

Virtual Agent First call resolution Cloud contact Contact Center 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. Make the most of collaborative technology to create an enjoyable and informative onboarding experience. 5 Ways technology can make a difference.

Gamification 52

Gamification Cloud contact Surveys Chatbots 52

CSM Magazine

DECEMBER 17, 2019

While traditional IVR technologies (press one for sales and two for support) have never been popular, emerging AI/ML-powered voice solutions are far smarter and more intuitive. More customer contact channels, not fewer. In 2020 cloud and AI contact centre deployments will accelerate.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

CSM Magazine

MAY 12, 2023

In recent years, businesses have been increasingly turning to cloud technology to improve and streamline their customer service operations. In this article, we’ll look at some of the key benefits and strategies of moving to the cloud.

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). A Smarter Approach to WEM Starts With Smart Technology.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

CSM Magazine

JULY 7, 2021

The trinity of integrated players for customer experience – modern cloud contact centres have mixed infrastructures including Contact Centre-as-a-Service (CCaaS) technology and typically a CRM product, however, both lack the capabilities necessary to fully map customer journeys.

CRM 52

CRM Enterprise Journey mapping Analytics 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. That’s where co-opetition comes to the fore.

CRM 59

CRM Analytics Multichannel Telecommunications 59