CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. As well as over 4,600 agents, the migration covered the handling of 150 million annual voice minutes.

Abandon rate 52

Abandon rate Interactive Voice Response APIs Self service 52

Eptica

SEPTEMBER 7, 2021

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.

Best practices 106

Best practices Technology Management Customer Service 106

Spearline

JANUARY 11, 2022

In April 2019, we wrote that cloud telephony services market revenue was set to reach US$ 42 Billion by 2026. In fact, recent figures from a Research and Markets report reveal that the global telecom cloud market size is expected to grow to a staggering US$ 52.3 Billion by 2026, at a Compound Annual Growth Rate (CAGR) of 21.4%

Banking 98

Banking outsourcing Healthcare Marketing 98

Cisco - Contact Center

MAY 1, 2023

Secure Access Service Edge (SASE) is a hot topic for our customers. Due to hybrid and remote working, cloud migration, and SaaS adoption, customers are running more traffic over the Internet than… Read more on Cisco Blogs

SaaS 98

SaaS 98

ConvergeOne

JULY 28, 2022

One of its biggest challenges is gaining the stability needed so that it can provide a reliable network and ensure the availability of all services. Watch the Customer Connections videos to see how ConvergeOne helped Rinchem keep up with the pace of business and become more agile with a migration to the cloud.

Technology 78

Technology Management 78

CSM Magazine

JANUARY 17, 2024

The Influence of Hyperscalers Will Persist Hyperscale cloud providers will continue to be a significant force in the contact centre industry, particularly in the realm of data. This knowledge empowers them to offer more personalised and proactive customer service, thereby elevating the overall customer experience.

Cloud contact 52

Cloud contact Analytics Chatbots Contact Center 52

Spearline

NOVEMBER 25, 2020

Contact centers continue to embrace cloud services and break free of their legacy on-prem infrastructures. Cloud migrations are on the agenda. The energy around cloud migration continues to accelerate as businesses find the benefits of functionality without infrastructure-related costs. Inbound voice reigns.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

Cyara

JUNE 29, 2023

Cloud contact center migration can be a complex and challenging journey. According to CX Today , the CCaaS (Contact Center as a Service) space will grow to $19.8 Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. billion by 2031, putting it on a 16.8% annual growth rate.

Cloud contact 67

Cloud contact Contact Center 67

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

ConvergeOne

JUNE 8, 2021

The AWS Well-Architected Framework is used by Cloud Architects to plan, migrate, transform, and operate their workloads on AWS. Migrating your applications and servers from Data Centers into the AWS Cloud requires a specific approach and is different for all clients. Modernization is the key factor in this pillar.

Accountability 77

Accountability Management Technology 77

ConvergeOne

FEBRUARY 9, 2021

However, in 2006, Amazon launched a subsidiary called Amazon Web Services (AWS), which completely changed the future of IT Infrastructure. Cloud migration involves crucial organizational and business unit change management and talent pools, process, and technology. Cloud Adoption Framework (CAF).

industry standards 74

industry standards Enterprise Technology Management 74

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.

Self service 118

Self service Best practices Management Customer Service 118

CSM Magazine

JULY 13, 2023

“The digital transformation of our business – initially through the migration to Genesys Cloud – provides us with lots of potential for growth and will strengthen our abilities to provide our customers with the best possible experiences when interacting with Aramisauto.”

Chatbots 52

Chatbots Service level Technology Customer Experience 52

CSM Magazine

MAY 17, 2021

The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . Seeing is believing.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

ConvergeOne

MARCH 29, 2022

Cloud modernization is more than the technology industry's favorite new buzzword. It is a critical process for enhancing operations and taking advantage of the flexibility and range of new possibilities offered by cloud environments. At its heart, cloud modernization means converting legacy applications to cloud-based applications.

Enterprise 86

Enterprise Technology Management 86

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. Excellent customer service is critical to keeping customers up-to-date, and our latest blog outlines five ways to ensure your contact centre can cope with unplanned business disruptions.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. CRM integration to Microsoft Dynamics has also been included in a project that involved the migration of around 300 UK-based contact centre agents.

Cloud contact 52

Cloud contact CRM Technology Customer Experience 52

Concentrix

AUGUST 1, 2022

Learn how a cloud services company migrated from an on-prem to SaaS model, without sacrificing on-time renewal rates. The post Dedicating Support to Subscription Renewal Management appeared first on Concentrix.

Management 62

Management SaaS 62

Monet Software

MARCH 26, 2020

So you’re thinking of moving to the cloud for your customer engagement solutions. According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. If you’re ready to begin innovation in the cloud, what should you consider first? Who will manage my cloud move?

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

ConvergeOne

MAY 10, 2022

Following a critical event, Urias felt it was time to implement a disaster recovery solution that leveraged the cloud. She turned to ConvergeOne – Rinchem’s trusted partner and managed services provider – to assist in building and maintaining a disaster recovery solution that could support Rinchem’s hybrid IT infrastructure.

Management 92

Management 92

CSM Magazine

NOVEMBER 14, 2023

Decreasing Pace of Cloud Migration However, it’s not all smooth sailing. I touched upon the decreasing pace of cloud migration, a crucial factor in the digital transformation journey. Many organisations are still grappling with the shift to the cloud, and I delved into the reasons behind this slowdown.

Technology 52

Technology Customer Experience Customer Service 52

JustCall

MARCH 10, 2023

Unified Communications as a Service (UCaaS) offers cloud-based collaboration anywhere, anytime, that can transform your business in a big way. But knowing the right time to break up with your legacy phone system and migrate to UCaaS can be quite challenging. and document each device’s location.

Management 40

Management Technology 40

Noble Systems

APRIL 8, 2020

Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), offering scaled-down features in exchange for convenience and low cost-of-entry. According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Jon Arnold

JANUARY 18, 2022

Time for another guest post, and some best practices for channels as they move into selling cloud services. Some are more willing/able than others, but for those who see the bigger picture beyond migrating telephony to the cloud, I think you’ll find this a good read.

Best practices 65

Best practices Contact Center 65

Avaya

SEPTEMBER 14, 2016

At this point, it goes without saying that cloud services have gone mainstream. Just consider that cloud services for IT infrastructure and applications are set to peak at $230 billion by 2019. That makes it pretty difficult for businesses to look the other way when it comes to a migration path to the Cloud.

Finance 83

Finance Consulting Consulting Contact Center 83

SharpenCX

OCTOBER 4, 2022

The premise-based solution has been in the telecommunications business for a long time, but limits customers with a lack of native-built features, cloud strategy, and simple pricing structure. It’s easy to migrate to SharpenCX due to the platform’s cloud-native infrastructure and intuitive interface design. Here’s Why.

Telecommunications 67

Telecommunications Airlines Enterprise Contact Center 67

AWS Machine Learning

SEPTEMBER 28, 2022

Data scientists often train their models locally and look for a proper hosting service to deploy their models. Unfortunately, there’s no one set mechanism or guide to deploying pre-trained models to the cloud. SageMaker is a fully managed machine learning (ML) service. The SageMaker Migration Toolkit. Conclusion.

Scripts 74

Scripts APIs Engineering Consulting 74

Spearline

JANUARY 14, 2021

This prominent evolution has been spurred largely by three factors - firstly, the increased use of cloud services and personnel who are more experienced and comfortable operating in a virtual arena. Migrations. When migrating from legacy voice systems to VoIP, companies must be cognizant of a number of factors.

voip 98

voip Telecommunications Contact Center Marketing 98

DMG Consulting

MARCH 13, 2023

of survey participants intend to improve their self-service systems. Since self-service has become consumers’ preferred method of assistance, it is great to see this priority near the top of the list. Migrating systems to the cloud was the 9 th place CX and contact center goal for 2023, identified by 19.8% in 2022.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

AWS Machine Learning

OCTOBER 26, 2023

Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. After considering several architectures, we designed a system that uploads videos of the transactions to the cloud for processing.

APIs 99

APIs Technology Banking Customer centricity 99

Aspect

APRIL 6, 2020

This week we’re sharing a special edition of our next ASUGA webinar, Thursday, April 9 th at 12:00 PM EDT (17:00 BST, 9:00 AM PDT) There is no Such Thing as the “New Normal” – Lessons Learned in Rapid Migration to Remote Based Work. The post Webinar: Lessons Learned in Rapid Migration to Remote Based Work appeared first on Aspect Blogs.

Cloud contact 87

Cloud contact Call flow Best practices Contact Center 87

3CLogic

JULY 21, 2020

As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions. No hardware – just software. Cost and ROI. Infrastructure Flexibility.

contact center solutions 75

contact center solutions Cloud contact Enterprise Contact Center 75

Call Design

MAY 31, 2022

Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. Offering both on-site and in-the-cloud solutions, Call Design has a robust offering of innovative solutions that optimise the workforce.

Management 78

Management Finance Enterprise outsourcing 78

DMG Consulting

JANUARY 17, 2021

Answer: The pandemic has accelerated many transformations that needed to happen in enterprises and their front-office servicing departments by as much as 2 – 4 years. Some of the most impactful changes that have been made are: Migration of employees out of the office to work-at-home. If not, add this to the technology roadmap.

Contact Center 105

Contact Center Self service Enterprise Technology 105

Jon Arnold

JUNE 19, 2020

Digitcom is a leading Canadian MSP, and the company is doing some interesting things to help businesses migrate from legacy telephony to IP services like SIP trunking, cloud telephony and UC. The first writeup is available now, and the next one is coming very soon.

voip 80

voip 80

CSM Magazine

MARCH 9, 2023

Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention.

Cloud contact 52

Cloud contact Technology Customer Experience Management 52