NICE inContact

JULY 1, 2019

Every day, 140,000 people depart from one of Swedish Rail’s 284 stations, traveling on one of its 1,200 daily routes between major cities in Sweden and the Scandinavian capitals of Stockholm, Copenhagen and Oslo.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

Talkdesk

APRIL 28, 2020

Grounded with an inflexible and unreliable on-premises system, TAP Air Portugal sought a scalable cloud solution it could depend on to provide an outstanding customer experience. We are pleased that TAP Air Portugal, a large global enterprise, chose Talkdesk for its cloud contact center solution.

Customer Support 64

Customer Support Airlines Cloud contact contact center solutions 64

Talkdesk

FEBRUARY 11, 2020

With the “AI winter” long gone, promises of a bright future lay ahead for AI technology and its applications across almost every industry and sector, including retail and e-commerce, financial services, healthcare, travel and hospitality and more.

Contact Center 65

Contact Center Healthcare Cloud contact Technology 65

Talkdesk

APRIL 1, 2020

With a modern cloud contact center solution like Talkdesk ®, agent capacity is uncapped. Our call quality is guaranteed by a Global Low Latency (GLL) architecture that optimizes call quality for all geographies, ensuring that each call travels the most direct route through regional nodes. How will you support your customers?

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

Noble Systems

MARCH 20, 2020

Most cloud contact center solutions will be able to provide remote configuration with a web-based agent desktop and web-based system management and configuration. We’ve put together the following information on how your Noble platform can help you manage remote working for your team to maintain business continuity.

Contact Center 82

Contact Center voip Gamification Government 82

Talkdesk

APRIL 24, 2020

A Fortune 100 healthcare leader is the latest addition to a number of enterprises moving to Talkdesk® Enterprise Cloud Contact Center. Talkdesk’s new customer previously relied on a combination of aging on-premises systems for its contact center operations. Discover our offer for travel and hospitality. Want to know more?

Healthcare 58

Healthcare Cloud contact Enterprise Contact Center 58

SharpenCX

JULY 23, 2020

Contact centers are no longer confined to those windowless rooms with cubicles. With the rise in virtual and cloud contact centers, we’re seeing more companies managing agents who work in separate buildings, cities, states, or even countries. It’s no secret that the time it takes to travel to a job is a huge opportunity cost.

Contact Center 101

Contact Center Call Center Education At home agents 101

Serenova

APRIL 19, 2020

As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Serenova enables contact centers to address these peaks by adding agents in just a few clicks of the mouse (and only pay for those who take an interaction). Customer-first Support.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact Healthcare 76

Talkdesk

APRIL 23, 2020

With its headquarters experiencing the work-from-home shift and social distancing brought on by the coronavirus (COVID-19) pandemic, IT Naturally opted for Talkdesk® Enterprise Cloud Contact Center to support business continuity initiatives, keep operations moving forward and equip agents with best-in-class tools to work from anywhere.

Enterprise 57

Enterprise Contact Center Cloud contact Service level 57

Spearline

MARCH 27, 2023

(L-R) Luan Tran, CTO and Co-Founder of Cyara; Kevin Buckley, CEO and Co-Founder of Spearline; Alok Kulkarni, CEO and Co-Founder of Cyara; and Matthew Lawlor, CTO and Co-Founder of Spearline Strategic acquisition expands Cyara’s solutions for AI and cloud contact center migration assurance SILICON VALLEY, Calif.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

SharpenCX

OCTOBER 13, 2021

If you haven’t already, it’s vital to have cloud technology that keeps your data safe and makes your customer information accessible anywhere with internet access at any time. Cloud contact center technology allows your team to route and deliver interactions to remote agents across any channel.

Contact Center 128

Contact Center Technology Coaching Analytics 128

NICE inContact

NOVEMBER 8, 2018

“Go where the talent is” – I’m borrowing this phrase from Nadim Hajje from Omega World Travel. In a recent webinar , he explained that his company overcomes a shortage of local travel agents by “going where the talent is.” It’s worth thinking about.

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

NICE inContact

JULY 29, 2019

billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.

Virtual Agent 11

Virtual Agent Contact Center APIs Government 11

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. As I travel around the world talking to Serenova customers, partners and industry analysts about why organizations choose to do business with us, there is a clear common thread: our people. Transformational technology is in our DNA.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Fonolo

JANUARY 9, 2018

Imagine if someone from this industry time-travelled to 2018 from, say, 5 years ago. To him, the growing number of agent seats served from the cloud would be quite expected. Ovum’s Ranking of Cloud Vendors. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”.

Call Center 65

Call Center Multichannel APIs Contact Center 65

Fonolo

FEBRUARY 27, 2018

If you time travelled to today from 10 years ago, you would probably not be surprised to see the growing number of agent seats served from the cloud. After all, the cloud trend was already established back then. Ovum recently released a report called “Selecting a Multichannel Cloud Contact Center”. Another View.

Call Center 99

Call Center APIs Contact Center SaaS 99

Fonolo

JUNE 2, 2020

This could include making hand-sanitizer available, social distancing signage, rules around the use of PPE, and restrictions on travel. Changes to your travel policy. In the short-term, you should seriously consider asking your employees to restrict their travel until we are well and truly in the clear.

Call Center 74

Call Center Contact Center Government Education 74

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. In fact, an organization debating whether to use a cloud service or an on-premise solution must first assess its true needs. Let’s compare the benefits of a cloud system to that of an on-premise solution.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

NobelBiz

JUNE 29, 2021

The customer journey is defined as the path traveled and activities done by a prospect or client from the moment he or she recognizes a need until the purchase act. Hence, the need of a cloud contact center solution that can blend perfectly with your CRM. A mapping approach can be used to do this.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

Spearline

OCTOBER 29, 2019

Cloud telephony requires a much lower level of capital commitments than traditional, physical infrastructure would have. Spearline helps both traditional and cloud contact centers to ensure that they are providing their customers with the best possible quality, leading to an increased level of customer satisfaction.

Telecommunications 40

Telecommunications Contact Center APIs Cloud contact 40

NobelBiz

AUGUST 3, 2021

This is where solutions that make use of the cloud’s capabilities shine. To manage data flows across multiple applications, SaaS-based technologies or cloud contact center solution eliminate any danger of loss or duplication, regardless of the call center, or customer. You do not have to be sick to recover!

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

VocalCom

APRIL 16, 2018

An airline, for example, might send out a survey that inquires about different points along the customer’s travel journey. Each step of the survey can be accompanied by images of travelers in the situations described. One way to do this is by featuring images of people with whom your customers can identify.

Surveys 48

Surveys Contact center software Airlines Feedback 48

SharpenCX

NOVEMBER 19, 2019

With flexible cloud contact centers, all your agents really need is a computer or laptop with Internet access to get the job done. What better time than the (expensive) holiday season to save money, work while you’re traveling, and have more time with family? The future of work is remote.

Interactive Voice Response 59

Interactive Voice Response Wait times Contact Center Abandon Call 59

VocalCom

JUNE 25, 2018

While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. The idea of chatbots assisting or possibly replacing human agents was exciting, but was it feasible? Would customers actually receive better service?

Chatbots 48

Chatbots Customer Service Contact center software Self service 48

NobelBiz

MAY 6, 2022

Employee rewards programs are a great way to increase engagement and motivation, but some prefer money while others prefer experiences (activities, travel) or gifts. It’s quality time meant to develop bonds between employees and managers and showcase the employee’s importance in the team.

Contact Center 52

Contact Center Morale Call Center Employee engagement 52

AWS Machine Learning

NOVEMBER 6, 2023

Although protecting customer privacy and safety is important in general to contact centers, it’s even more important to mask sensitive information such as bank account information and Social Security numbers before generating automated call summaries, so they don’t get injected into the summaries.

Contact Center 107

Contact Center CRM Analytics Average Handle Time 107

Connect

DECEMBER 5, 2023

After software, platform, desktop, workspace, contact centre and infrastructure had all been given the “as a service” treatment, XaaS was identified, presumably by the mathematically minded, as “anything as a service.” Acronyms aside, the direction of travel is abundantly clear. Everything as a service. At your service.

Cloud contact 68

Cloud contact Multichannel CRM Chatbots 68

VocalCom

JANUARY 15, 2018

Kennedy and Nice Côte d’Azur—are using the technology to communicate important travel information and promote marketing offers. In addition, airports worldwide—from Hong Kong International to John F. The Internet of Things. While IoT has been a buzzword for some time now, it continues to fuel proactive customer service in unexpected ways.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

Talkdesk

FEBRUARY 7, 2020

Omio , formerly GoEuro, presents a pioneering platform that allows users to find the fastest, cheapest and best travel options by train, bus and flight to thousands of cities, towns and villages across Europe. The travel market in Europe presents unique challenges, namely the existence of mixed target groups in one single destination.

Customer Experience 52

Customer Experience Cloud contact contact center solutions Enterprise 52

Fenero

DECEMBER 20, 2017

As the year is coming to an end, consumers are calling retailers and making travel arrangements. This means, your customer service representatives will see an increase in calls from consumers around the globe. They could be calling to follow-up on a car rental or restaurant reservations, hotel accommodations, or purchases from online stores.

Scripts 8

Scripts contact center solutions Cloud contact Contact Center 8

AWS Machine Learning

NOVEMBER 15, 2023

Solution overview After extensive research, the Principal team finalized AWS Contact Center Intelligence (CCI) solution s, which empower companies to improve customer experience and gain conversation insights by adding AI capabilities to third-party on-premises and cloud contact centers.

Analytics 111

Analytics Interactive Voice Response Average Handle Time Contact Center 111

Talkdesk

MAY 8, 2020

The media giant moves its customer support system to the cloud and provides more than 10,000 agents in 18 European countries with best-in-class customer experience tools, with plans to expand Talkdesk in more than 90 of its locations around the world by the end of 2020. Discover our offer for travel and hospitality.

contact center solutions 78

contact center solutions Cloud contact Contact Center Enterprise 78

NobelBiz

FEBRUARY 22, 2023

Finally, the customer care department will be THE department that will accompany the consumer throughout his relationship with a business, from his first order or travel, through his first parcel delivery, and all subsequent ones… And this is to ensure that efficiency and client happiness are constantly combined!

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 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?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

NobelBiz

MAY 17, 2022

Finally, the customer care department will be THE department that will accompany the consumer throughout his relationship with a business, from his first order or travel, through his first parcel delivery, and all subsequent ones… And this is to ensure that efficiency and client happiness are constantly combined!

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

AWS Machine Learning

MARCH 7, 2023

The workflow steps are as follows: We use Amazon Connect as a cloud contact center for consumer-CSA interactions. Contact Lens for Amazon Connect generates call and chat transcripts; derives contact summary, analytics, categorization of associate-customer interaction, and issue detection; and measures customer sentiments.

Analytics 78

Analytics Contact Center Engineering Cloud contact 78

NobelBiz

JUNE 6, 2021

Purchase of a new product to replace an old one, or subscription renewal Even if these routes are divided into distinct categories, it is quite possible that a single person may travel along with multiple of them. You may accomplish this with the aid of omnichannel software or a cloud contact center solution.

Journey mapping 52

Journey mapping Customer Experience Cloud contact Contact Center 52