Serenova

JANUARY 7, 2020

If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. Transformational technology is in our DNA. But technology is only part of the story—and the success.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Eptica

FEBRUARY 5, 2021

Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site. You might also be interested in these posts: 5 ways to get your contact centre fit for 2021. Share this page on: Tweet.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace.

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Virtual Agent Chatbots Average Handle Time Engineering 74

Serenova

MAY 29, 2020

The Cloud. A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. Smart Quality Management.

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Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

But the effects of this pandemic have shown it takes a cloud solution to adapt in a constantly changing world. With the cloud, contact centers can burst to scale and maintain business continuity in crisis regardless of where agents work. Smart Quality Management. Communicate the benefit to agents.

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Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. This kind of integration is necessary. And it’s what’s next.

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Cloud contact Quality management Contact Center contact center solutions 69

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

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Contact Center contact center solutions Cloud contact Banking 90

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.

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Contact Center Technology Interactive Voice Response Gamification 40

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

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Cloud contact Contact Center contact center solutions Quality management 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

Aspect

JULY 15, 2020

A more solid solution in this time of uncertainty is to create a contact center working environment that is agile enough to adapt quickly to changing conditions and not miss a beat. Contact center employe r s need to have the technology tools to make employees fully mobile. Many others, especially in AQM .

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contact center workforce Contact Center Real estate Average Handle Time 118

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

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.

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Customer Experience Contact Center APIs Analytics 133

Talkdesk

MAY 11, 2020

With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now. This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. Additional Resources: .

Coaching 88

Coaching Contact Center Morale Analytics 88

8x8

OCTOBER 25, 2017

If you took the time to dig into legacy contact center technology (yeah right, who does this?), Fortunately, people like me actually do geek out about contact center technology, evolution and trends. I strongly believe that the contact center that collaborates is the contact center that outperforms.

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Contact Center Self service Cloud contact Wait times 48

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.

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Self service APIs Cloud contact Interactive Voice Response 91

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. Cloud contact centre adoption rates will continue to grow.

Analytics 65

Analytics Coaching Cloud contact Engineering 65

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

NICE inContact

JULY 10, 2018

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology?

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Contact Center Technology Cloud contact Coaching 9

NobelBiz

AUGUST 3, 2021

In order to find the accurate answer to these questions, business owners and managers must go beyond guesses and instinct and rely on scientific, clear, and quantitative facts. However, the larger the contact centers, the less management appears to support this strategy which is a mistake. Technology: Do you have the edge?

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

JustCall

DECEMBER 12, 2022

The cost of this dialer for call center applications varies between the two main options, unlimited contact center, and cloud contact center plans, starting at about $22.00 Exotel’s cloud telephony solutions give you a good option when you need auto dialer software in your company. Knowlarity Auto Dialer Pricing.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

SharpenCX

JUNE 9, 2021

Though some companies were well equipped to shift to a fully remote model, many have scrambled to adopt new practices and get new technology that supports work from home. It’s easy as the manager to get stuck on the details. Invest in cloud software for your contact center. All the things. Find one that fits your needs.

Management 67

Management Contact Center Employee engagement Engineering 67

USAN

JUNE 26, 2018

Over the years, they have evolved to incorporate a rather large, rigid stack of products and functions that includes workforce management, quality management, IVR, CTI, automatic callback, and many more. This paired with heavy dependencies results in technology lock-in, which further complicates future integrations.

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Contact Center Automatic Callback Interactive Voice Response Quality management 51

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

Dialer 360

MAY 3, 2019

As well as CTI, email, text and media channels and quality management. Usually, all these all deliver from the virtual cloud from one responsible. What Is Cloud Contact Center As A Service? Call center, is essentially offering company and technology. A customer operates the system and makes them available.

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Contact Center Call Center call center solutions Interactive Voice Response 23

Dialer 360

OCTOBER 12, 2018

Model of CCaaS also provides business to purchase only technology that they need. Providing the flexibility to pay for only technology need, investment of low cost. The cloud-based contact enter simplifies technology to meet business objectives quickly. Contact enter is essential to your business.

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Call Center Contact Center Cloud contact Abandon Call 20

NobelBiz

FEBRUARY 14, 2022

Realistic: the target must be attainable while taking into consideration the type of campaign, your technologies, and your targets. As a manager, one of your most significant responsibilities is to analyze and understand your team’s performance. This is why managers can help in reducing the total number of incoming support calls.

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Metrics Management Average Handle Time Contact Center 52

NICE inContact

JUNE 21, 2016

DON’T: Think of technology as a panacea. Having the best quality monitoring technology can certainly help improve quality in your contact center. Technology is a tool, and is most effective when utilized by a team of trained quality analysts at the helm. DO: Aggregate, track, and share results.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms. You have a limited workforce optimization strategy.

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Customer Experience Cloud contact Contact Center Best practices 139

JustCall

APRIL 5, 2023

Speech-enabled IVR – IVR technology allows customers to interact with an automated system with recorded messages to access information. You can also leverage its cloud contact center solution, which supports features such as mobility, positive customer experience, collaboration, and flexibility.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Calabrio

DECEMBER 8, 2020

I recently chatted with Vasili Triant, chief operating officer for cloud contact center platform provider UJET , about this data disparity threat and how UJET’s new partnership with Calabrio can end data disparity once and for all. Together, there’s no limit to the positive impact Calabrio and UJET can have across the contact center.

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Quality management Contact Center Cloud contact Analytics 105

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

NobelBiz

APRIL 5, 2022

The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. However, managing a contact center doesn’t come without its challenges and risks. And here are the 10 biggest call center factors risks.

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

Calabrio

DECEMBER 8, 2020

I recently chatted with Vasili Triant, chief operating officer for cloud contact center platform provider UJET , about this data disparity threat and how UJET’s new partnership with Calabrio can end data disparity once and for all. Together, there’s no limit to the positive impact Calabrio and UJET can have across the contact center.

Quality management 59

Quality management Contact Center Cloud contact Analytics 59

Talkdesk

MAY 6, 2020

But business agility and innovation to compete and win on customer experience are severely hindered by the typical contact center technology stack today. The Frankenstein World of Contact Center Technology The typical contact center is an amalgamation of disparate and mostly siloed technologies.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

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.

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Contact Center contact center solutions Multichannel Average Handle Time 52