Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Thinq

MARCH 15, 2020

Call centers have adopted a number of technological advancements in the wake of recent economic improvement and a pandemic. There are a few projections, trends, and solutions for call centers that businesses should be aware of for the years ahead.

Cloud contact 52

Cloud contact Contact Center Call Center Technology 52

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. By Martin Cross , Chief Strategy Officer at Connect. Shifting the status quo.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

NICE inContact

AUGUST 11, 2020

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help.

Cloud contact 62

Cloud contact Contact Center Technology Best practices 62

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. The Great Contact Center Diaspora.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Customer centricity 59

Customer centricity Contact Center Technology Telemarketing 59

Connect

JANUARY 26, 2024

In this report, Zendesk unveils ten trends that are propelling the customer experience towards a more intelligent future. Ten trends. Download the Zendesk CX Trends Report 2024 : Download IAbout ‘ Connect. Unlock the power of intelligent CX. Three innovative areas. One full report.

Chatbots 52

Chatbots Customer Support Customer Experience Personalization 52

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. These technologies not only enhance customer experience but also streamline operations and decision-making processes.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

3CLogic

SEPTEMBER 28, 2022

ServiceNow HCLS also gives advanced analytics that enable healthcare practitioners and administrators to further improve service and patient experience by analyzing performance and trends. Enhancing ServiceNow’s Healthcare Service Management Platform with an Integrated Cloud Contact Center Solution.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

Noble Systems

JUNE 27, 2019

Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. Enhanced voice response & routing. Advanced analytics.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Calltools

JANUARY 20, 2021

If your contact center isn’t based in the cloud, you may struggle to keep up with the latest technology. Migrating to the cloud will help you solve those problems. What is a Cloud Contact Center? A cloud contact center is an internet-based system that uses software for storing and retrieving your data.

Cloud contact 52

Cloud contact Contact Center Call Center CRM 52

Momentum Telecom

MARCH 2, 2023

1 If you want to outpace the competition, it’s time to look beyond legacy technologies and embrace managed cloud services. #1. Cloud Contact Centers – Manage and optimize customer interactions while providing the flexibility your work-from-anywhere teams depend on with our cloud contact center solutions.

Management 52

Management contact center solutions Cloud contact Contact Center 52

Aspect

SEPTEMBER 28, 2017

Most industry leaders agree that their software will eventually reside in the cloud, but what’s the state of the cloud contact center right now? Based upon the trend in responses to his yearly survey, Stockford is predicting that 58% of contact centers that are now completely on-premises will move to the cloud by 2020.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. The continuous cloud migration of contact centers distinguishes these years.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. The continuous cloud migration of contact centers distinguishes these years.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Eptica

NOVEMBER 24, 2022

Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease. You might also be interested in these posts: What’s driving customer facing technology investment in local councils?

Cloud contact 126

Cloud contact Best practices Banking Technology 126

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

Cloud contact 86

Cloud contact Contact Center Marketing Technology 86

Cisco - Contact Center

NOVEMBER 24, 2020

Each section has been carefully authored by Cisco leaders who are subject matter experts, to help guide those looking to understand what the key subjects are for consideration as the contact center has joined digital channels as the primary place of commerce and service in 2020 and beyond. Cisco Cloud Contact Center Solutions webpage.

Contact Center 117

Contact Center Technology contact center solutions Cloud contact 117

VocalCom

JULY 16, 2020

Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents. Tél : 01 55 30 71 00 / 80 99.

contact center solutions 62

contact center solutions Cloud contact Contact Center Coaching 62

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. The race to accelerate South Africa’s cloud journey.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

Connect

NOVEMBER 2, 2022

In recent history, the contact centre industry has seen tremendous technological innovation and advances. In response to the disruption, the industry pioneered the use of advanced technologies to enable seamless remote work and to enhance CX. CX as a trend is not newly discovered. By Karl Reed, VP of Solutions at Connect.

Morale 40

Morale Cloud contact Benchmark Big data 40

NobelBiz

APRIL 30, 2024

An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. AI technologies not only streamline operations but also elevate the customer experience by offering quicker, more accurate responses and personalized service, setting new standards in customer satisfaction.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. AI technologies not only streamline operations but also elevate the customer experience by offering quicker, more accurate responses and personalized service, setting new standards in customer satisfaction.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

NobelBiz

MAY 25, 2021

It's not just the hosting that matters in the cloud vs. on-premises debate; it's also about the nuances of how app functions and how it blends with the internal strategy. Let's break down the differences between cloud technology and on-premises solution. The post On-Premise vs. Cloud Contact Center, What Are The Differences?

Cloud contact 40

Cloud contact Contact Center SaaS Technology 40

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends. Move to the Cloud.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

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

Connect

APRIL 9, 2024

The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018.

Technology 94

Technology Customer Experience Management Cloud contact 94

Serenova

FEBRUARY 6, 2019

The ability of your business to create better customer experiences and thrive is dependent on whether your contact center can change quickly, innovate easily and meet your customers wherever they demand it—which positions your business to stand apart from the competition. Superior Customer Experience Requires Agile Development.

Cloud contact 40

Cloud contact Contact Center Engineering APIs 40

SharpenCX

MAY 27, 2021

And, get the trends they’re calling the most important forces impacting the market this year. So today, let’s dive in on what customer service research reveals as the top three priorities for contact centers this year. Trend #1: Omnichannel Customer Service is Bigger than Ever Before. Trend #2: Automation is Becoming Mainstream.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Cloud contact centers may be more reliable.

Call Center 207

Call Center outsourcing Contact Center Finance 207

CX Accelerator

JULY 22, 2019

This form of answering is a simple and convenient way to collect data and look for trends. Once you have your VOC survey data, it can certainly be analyzed and trended, but there are additional and valuable applications as well. Companies should use these types of questions sparingly, or it could affect the survey’s response rate.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

Noble Systems

APRIL 8, 2020

For years, analyst firm Frost & Sullivan defined the cloud or hosted contact center as a “network-based service in which a service provider owns and operates a contact center technology platform” ( The Hosted Model: Why It’s Revolutionizing the Contact Center Industry ). Roles and Web-based Dashboards.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

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. About ‘ Connect.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

Fonolo

DECEMBER 17, 2019

Change is the only constant trend. As part of this, many businesses are already moving away from the view of the contact center as a ‘cost center’ and towards one that views it as a center of opportunity for businesses – one where the opportunities the center creates well outweigh the costs of running it.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

NobelBiz

FEBRUARY 6, 2024

All enabled by NobelBiz leading contact center technology. She further highlights role of AI and automation in enhancing SMS marketing efforts, pointing to the untapped potential of these technologies in creating efficient and impactful campaigns.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98