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

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. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

LiveVox

DECEMBER 1, 2020

Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based solutions, a trend that isn’t going away in the foreseeable future. The number of seats in the cloud-based contact center infrastructure marketplace grew by 20% […].

Cloud contact 65

Cloud contact Contact Center 65

Talkdesk

DECEMBER 10, 2020

With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. Here are the major trends that emerged from our global research survey. . We’re calling it the CX revolution in financial services and insurance. . The CX stakes are rising.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

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. Acquisitions reflect market trends and opportunities.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022. Let’s find out!

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

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

Momentum Telecom

MARCH 2, 2023

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. Explore even more managed cloud services trends for 2023 when you download our latest whitepaper.

Management 52

Management contact center solutions Cloud contact Contact Center 52

SharpenCX

OCTOBER 13, 2021

And, it increases the value you can deliver to customers, so it’s important to stay up-to-date with the latest trends to get ahead of the game. I’ve gathered a few trends we’re seeing in cloud technology and digital transformation. Read through so you can advocate for the best of the best tech in your contact center.

Contact Center 128

Contact Center Technology Coaching Analytics 128

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

NICE inContact

AUGUST 20, 2020

The same is true when searching for the best cloud contact center software for your organization. Just like you don't want to move into your new house and be unpleasantly surprised, you don't want to implement your new software only to find it has some significant shortcomings.

Contact center software 62

Contact center software Cloud contact Contact Center Customer Experience 62

NICE inContact

OCTOBER 9, 2019

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. Learn more about harnessing the power of CXone cloud contact. The post CXone Cloud Contact Center Software Helps Energy Company Soar appeared first on NICE inContact Blog.

Contact center software 54

Contact center software Cloud contact Contact Center APIs 54

Talkdesk

JUNE 3, 2019

Frost & Sullivan used customer research surveys to identify the top end user priorities for hosted/cloud contact center solutions in 2017 and identified trends that contributed to the rapid rise of the cloud. The post How Next-Gen Cloud Contact Centers Are Revolutionizing CX appeared first on Talkdesk.

Cloud contact 43

Cloud contact Contact Center contact center solutions Analytics 43

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

Eptica

JULY 16, 2021

To help organisations make informed choices our latest blog answers six common questions about cloud contact centres – read the full article here on the website of our parent company Enghouse Interactive. 6 ways to improve performance in your contact centre team. Share this page on: Tweet.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

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

Eptica

NOVEMBER 24, 2022

Categorie(s): Trends & Markets Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

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

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

Eptica

JANUARY 9, 2022

Categorie(s): Trends & Markets As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Tags: top CX blog posts, FCR, agent wellbeing, Cloud Contact Centre Categories: Trends & Markets. Share this page on: Tweet.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

Enghouse Interactive

JANUARY 13, 2021

Trends versus Reality – Successful Companies Show How to Lead the Way. Successful companies more likely to use cloud services and are more successful when they do. Using cloud contact center platforms drives more revenue (54.1% of the success group are already delivering results from their CX projects, whereas only 64.9%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

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

Jon Arnold

SEPTEMBER 4, 2019

Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. My latest was a 3-part podcast series, where I was in conversation with Vonage CMO Rishi Dave about various trends driving cloud-based contact center, as well as how IT needs to be thinking about embracing all that comes with that.

Contact Center 60

Contact Center Cloud contact Enterprise Management 60

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 51

Contact Center Journey mapping Self service Cloud contact 51

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. “U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

VocalCom

MARCH 19, 2018

When planning your customer service strategy on social channels, consider these six current trends. By keeping these six key trends in mind, your company can turn every customer on social media into a loyal brand advocate. The post 6 Key Trends Shaping Social Customer Service appeared first on Vocalcom Blog.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

Voiptime

AUGUST 24, 2022

The multichannel cloud contact center is a new trend in the contact center industry and buyer service. This is the reason why the cloud contact center solution must possess several digital channels. How about discovering which contact channels are preferred the most?

Multichannel 74

Multichannel Contact Center Cloud contact contact center solutions 74

Eptica

OCTOBER 16, 2020

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term. 5 key trends that are impacting call recording in 2020.

Best practices 113

Best practices Cloud contact Marketing Management 113

Noble Systems

APRIL 8, 2020

Once primarily the realm of deployments of 75 agents or fewer, cloud-based solutions are increasingly gaining adoption in environments with up to several thousand agents. According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018. Roles and Web-based Dashboards.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

NobelBiz

DECEMBER 5, 2023

From the basics to future trends, discover how NobelBiz’s tailored solutions redefine cost-effectiveness, scalability, versatility, and communication quality for businesses on the cutting edge. Explore the financial advantages and transformative impact of Voice over Internet Protocol (VOIP) in this comprehensive analysis.

voip 104

voip Cloud contact Contact center software Contact Center 104

NICE inContact

JULY 10, 2020

As the future feels uncertain, it’s never been more important to focus on what you can control in your contact centre. Explore the keys to business continuity and success, so your outbound or inbound contact centre can be resilient and adapt to the remote work environment with skill and speed.

Cloud contact 62

Cloud contact Best practices Contact Center Call Center 62

Hodusoft

MAY 24, 2022

According to a report from Marketsandmarkets.com, “The worldwide cloud-based contact center market is estimated to increase at a CAGR of 25.8% This shows how cloud contact center software is gaining in popularity every passing day. What are cloud-based contact centers? billion by 2025 from USD 11.5

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. More on that below.).

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

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. We provide simple, elegant solutions to the most complex problems.

Technology 97

Technology Average Handle Time Cloud contact First call resolution 97

CSM Magazine

DECEMBER 10, 2015

Intelecom has improved the wallboard’s functionality to accommodate the trend for motivating contact centre agents through gamification techniques. Intelecom has over 17 years’ experience of providing cloud contact centre solutions. This provides a strong audit trail from beginning to end.

Cloud contact 40

Cloud contact Gamification CRM Technology 40

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 98

Technology Customer Experience Management Cloud contact 98

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104