Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. For most contact centers, the cloud means increased security.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?),

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Playvox

MAY 4, 2023

Multichannel contact centers offer service in many digital channels, but those channels are siloed. Omnichannel cloud contact centers are known for speedy setup and low operating costs. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In the wake of the COVID-19 pandemic, many technologies and global trends have come to a head, including two right in Lifesize’s wheelhouse. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

Vonage

JANUARY 30, 2019

We are now beyond the bot conversation stage and are starting to appreciate that AI technologies such as Natural Language Understanding and Machine Learning will turbo boost everything from routing to recruitment. Technology-Enabled Innovation. DevOps is all the rage within technology tribes. Contact centres are a case in point.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

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). Here are three ways to get started: 1.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

Cisco - Contact Center

DECEMBER 17, 2020

And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be. We’re excited to announce last week’s launch at WebexOne of the all-new Cisco Webex® Contact Center – a truly next generation cloud contact center.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

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

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. of all contact centre inbound interactions. Collaboration environments will gain more ground.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In the wake of the COVID-19 pandemic, many technologies and global trends have come to a head, including two right in Lifesize’s wheelhouse. Today, we are enhancing contact center agents’ ability to fully engage with customers by bringing video to the cloud contact center.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

Hodusoft

NOVEMBER 29, 2022

Before the advent of contact center software, customer service representatives would handle all customer requests and complaints through telephone calls. That transformed call centers into contact centers. Using Genesys Cloud CX, contact center owners can effortlessly handle interactions and metrics and address problems quickly.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

JustCall

APRIL 5, 2023

Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information. CTI screen pop – Caller information is presented to the agent as a pop-up, so they have all the information they need to service customers.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Enghouse Interactive

JULY 27, 2020

You’ll see how Microsoft Teams has been effectively added to the Enghouse Cloud Contact Center Customer Experience (CX) Portfolio, to ensure that callers are efficiently responded to, and their needs quickly addressed.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52