Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Cloud computing has been hyped in the media and in IT circles for almost a decade now. So I don’t need to cover what cloud computing is or what the benefits of cloud computing are. It’s been covered, and perhaps ad nauseum for some readers.

What, Why and How of Cloud Contact Center

Ameyo

Have you thought of upgrading your contact center? Are you still stuck with on-premise contact center solution? With the rapid growth in the cloud contact center, you need the best-in-class technologies to support your businesses. An increasing number of companies are shifting from infra to cloud and why not? The post What, Why and How of Cloud Contact Center appeared first on Ameyo. cloud call center Cloud Contact Center

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Here’s a look at customer self-service and the role of burgeoning cloud contact centers.

Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology

inContact

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seven days a week, 365 days a year. Then Appriss moved to cloud CX platform and solutions. The contact center takes more calls than a year ago, even with two fewer agents.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. technology, data sources and. technology.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG

Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success.

Cloud Contact Centers ~ Revolutionizing Customer Experience

OctopusTech

Cloud Contact centers have been gaining popularity recently. Cloud contact centers are based on cloud computing or virtual storage space and software holding tank which is basically an IT paradigm that enables access to shared pools of configurable system resources over the internet.

New Survey Reveals Shifting Cloud Contact Center Preferences

Aspect

If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” The argument for cloud software is compelling by itself, but why WFM in particular?

Gartner Cloud Contact Center and Frontrunners Reports - Siblings or Rivals?

Bright Pattern

Gartner has been earning a strong reputation based on its industry analysis of information technology since its founding in 1979. The company is known for its Magic Quadrant reports.

Best Practices for Managing Cloud Technology Solutions

DMG

Best Practices for Managing Cloud Technology Solutions. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. Companies that purchase premises-based solutions typically have security concerns about the cloud, or they have a large installed base of on-premises systems and do not want to swap them out or operate in a hybrid environment.

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The IDC MarketScape also found a few key challenges facing contact centers in 2016 and beyond.

Steak over Sizzle When Considering Cloud Contact Center

City Communications

Investing in a cloud contact center produces all the benefits that come with any cloud solution: scalability, flexibility, cost savings, and access to world-class features. But how do you successfully migrate to a cloud contact center?

Avoiding the Pitfalls of Cloud Contact Center Implementation

EPIC Connections

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. But with so many variables and configurations involved, identifying your contact center needs can be a tricky process.

Comparing On-premise and Cloud Contact Center Options

City Communications

When it’s time to upgrade your contact center, you’ll likely consider both on-premise and cloud options. The two approaches to the delivery of contact center technology have different advantages and drawbacks. analytics to help you manage your contact center.

Cloud Contact Center Data Augmentation: Customer Intelligence Like You’ve Never Seen it Before

Bright Pattern

The currency of the contact center is information. We have always used consumer data to drive exceptional customer service, but in the last few years many vendors have been utilizing technology in new ways to create and optimize information like never before.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG

Cloud Contact Center Solutions Improve Relationships between Business and IT. The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud. Vendors of cloud-based contact center infrastructure solutions provide hardware, software and often carrier services.

3 Contact Center Challenges You Can Win With Technology

Jive

As far as industry buzzwords go, none have had a bigger impact than “cloud.”. Whether you’re a small to medium enterprise or a major blue chip corporation, the Cloud has been lauded as the solution to common communication, storage, and productivity challenges.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. When TechStyle opted for a unified cloud platform, the walls between the teams were broken.

Platform28: Cloud Contact Center for the Enterprise

Platform28

Over the last 24 months there’s been a significant change in cloud contact center adoption, with enterprise-size organizations creating a fast growing market segment. While smaller businesses seemed to move earlier to the cloud, risk-averse enterprises have seen the light and are switching. And as a ‘true cloud’ provider, primarily delivering services to large customers (including enterprises, large service providers and telcos) it’s been an exciting time.

Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

inContact

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. “One of the reasons why we went to the cloud was to scale, not only to scale in size but also scale with regards to the cost,” said Aarde Cossoboom, from TechStyle Fashion Group.

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

Baseball and Contact Center Technology

Waterfield Technologies

The post Baseball and Contact Center Technology appeared first on Waterfield Technologies. Blog Agents Cloud Contact CenterIt’s that time of year when baseball appears on our television again…Batter Up, Baseball season has begun! But why are we talking about baseball? Well, the management of a sports […].

Your 2019 Guide to Moving Your Call Center to the Cloud

Aspect

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud?

Transform No into Yes by Modernizing Your Call Center Technology

inContact

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. As in, “If only we could personalize our customer experience (CX) more easily” or “What if we could consolidate routing across our entire contact center operation?” Agile technology and a reliable partner.

Contact Center Industry Stats – Technology

Taylor Reach Group

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Contact Center Technology Statistics: 86% of consumers are willing to pay more for an upgraded experience. Cloud Uptake Is Set to Rise Rapidly in the Near Future.

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time.

IT Managers’ Guide to Cloud-Based Contact Center Infrastructure (whitepaper)

DMG

IT Managers’ Guide to Cloud-Based Contact Center Infrastructure. If a company has required IT resources to support their on-premise contact center solution, they will need similar assistance with a cloud-based solution. The difference is that IT’s role in a cloud scenario will be more strategic and dedicated to security, integrations and system administration, and less to taking care of the hardware and software.

Zebra Technologies Expands Global Customer Service With inContact

inContact

Zebra Technology manufactures and sells computer printing technologies for a variety of sectors, all over the world. When they purchased a significant entity, they needed a solution that would unify their contact centers into one platform. “We

Why You Should Keep Your Head in the Clouds

Aspect

It’s become obvious that cloud solutions are no longer just an element of the future. Gartner recently forecasted global public-cloud revenue will grow by over 21 percent this year. . The ability to manage multiple contact centers at once in any location.

5 Ways Technology Can Improve Your Customer Satisfaction Rates

Aspect

In an effort to establish themselves as a brand known for service and to keep up with a competitive market, companies are turning to technology to meet customer demands. Here are five ways technology can improve your customer satisfaction rates.

Convince Your Boss: It’s Time for Digital Transformation

Aspect

Move to the Cloud and Save Money. When companies make the move to a cloud contact center, they recognize cost-savings immediately. Omni-channel interactions are generating more data than ever before for contact centers.

Embracing Digitisation to Boost Customer Experience : The Middle East Story

Ameyo

Cloud Technology cx memories call center technology Omnichannel Customer Experience, Cloud Contact CenterDigitisation is leading the way business is done in today’s hyper-connected world.

Cloud: enabling contact centre AI

Aspect

Over the last few years, artificial intelligence has been one of the biggest buzzwords in the contact centre and the tech world in general, with more and more organisations understanding the benefits that it can bring. But how can companies properly implement AI in the contact centre?

A Guide to Navigating the Digital Hype

Aspect

Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. Once reality is confidently achieved, you’ll need to tackle technology adoption.

Call Centers are the Front Line of Customer Service

inContact

There are plenty of technologies out there that make it easy to track all of the interactions a customer has with a company in one customer record that is easy for a support rep to access, read and understand. As mentioned above, the answer is technology.

The evolution of self-service technologies and the customer experience 

Aspect

Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service. The digital transformation of contact centres.

3 Ways the Cloud Opens Horizons for CX

HGS

Posted by Subramanya C, Chief Technology Officer, HGS Cloud technology is revolutionizing the way today’s companies do business. The post 3 Ways the Cloud Opens Horizons for CX appeared first on Team HGS Blog.

How to Setup a Virtual Call Center for Under 50 Bucks and Under an Hour

Fenero

call center agents reliable scalable technology virtual agents webphone WebRTC workforce management cloud contact center software call center software savings budget CapEx Soft phone best practices world-class customer service usage virtual call centerGone are the days where you have to find a location to house your agents and sign a long-term lease for call center space.

Future-proof Innovation – Vendors in it for the Long Haul

inContact

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale ones—often without your agents even noticing.

7 Common Manufacturing Challenges (And How Communication Can Solve Them)

West

Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020.